What do you like best about the product?

My favorite feature of SysAid is Asset Management.

What do you dislike about the product?

Using the query builder to show installed software and versions on assets

What problems is the product solving and how is that benefiting you?

It helps our team by automating some of the end user requests

What do you like best about the product?

SysAid offers a cloud and on-premise solution. The graphical user interface is intuitive and is well received by our education Admin/End users.
SysAid has a solid Self-service portal.
SysAid allows you to tailor the helpdesk package you need by offering different modules such as Team Viewer and Patch Management.
SyaAid supports email/LDAP integration and is ITIL compliant.

What do you dislike about the product?

There aren't that many, really; the upgrade process could be streamlined slightly. Currently, you have to run multiple patches (on prem only) to bring your sysaid server up to date if you are on a lower version which increases dowantime. A single rollup patch would be ideal.
It would be great if the education pro users could customize the GUI with company branding more than is currently available, although this is getting better each time we upgrade.

What problems is the product solving and how is that benefiting you?

SysAid has allowed us to centralize our support offering, giving our team greater visibility of our IT assets and end-user support needs.
Our end-users can access a self-service portal from their desktops to log tickets and search for guides and instructional-based solutions to their queries.
We find SysAid cost-effective and the software easy to deploy. The technical support we've received from SysAid has been great when we needed it.

What do you like best about the product?

The messaging or email options are suitable for communicating without going out of the application.

What do you dislike about the product?

The chat console service is not user-friendly.

What problems is the product solving and how is that benefiting you?

Users can easily log on to report issues and tickets logged are easily tracked for both audit and reporting purposes

What do you like best about the product?

Its interface is intuitive. You can organize your ITIL process. You can manage Incidents, problems, and changes, and you can integrate with Office 365

What do you dislike about the product?

The Integration with SMS can be improved

What problems is the product solving and how is that benefiting you?

SysAid helps us to manage the ITIL process, managing service tickets

What do you like best about the product?

SysAid is a cost effective ITSM tool compared to the most of the ITSM tools in the market. Overtime ticket logging in SysAid has been improved. I love the BI Analytics that has been implemented as it helps us track SLA's. I like the Copilot introduced, as it makes it ease to integrate with available knowledge sources to help user resolve issues quickly.

SysAid has a lovely customer support base. You receive good response on the chat and mails and when the level 1 cannot assist you are redirected to level2. The business managers we have engaged so far have also been wonderful.

I like the asset inventory of SysAid, you can at least also monitor the availability of the asset. And am excited about the current progress of developing the copilot to integrate with the Asset Inventory.

SysAid is easy to use and workflows are easy to customize with the help of the professional services.

What do you dislike about the product?

The Knowledge database reporting is not exhaustive.

What problems is the product solving and how is that benefiting you?

SysAid has solved our Asset and Configuration requirement for Audit. Thanks to SysAid Knowledge management ,our organization has a central point for all knowledge including work arounds for know errors.

SysAid has been very effective in our ticket management and improved teams SLA's. Customer Xperienece has improved

What do you like best about the product?

I like the ticket system. It has been great. And Gerard has been super helpful.

What do you dislike about the product?

The Patch Management system has not been the best.

What problems is the product solving and how is that benefiting you?

We didn't have a ticket system and that is what SysAid has helped with.

What do you like best about the product?

The most helpful part of sysaid is how customizable it is to our needs. We can really force the users to provide the information we need to automate responses and faster resolution times.

What do you dislike about the product?

Sysaid can be clunky sometimes but I've found ways around this and it really doesn't affect the day to day view of it in my eyes or our customers/users' eyes.

What problems is the product solving and how is that benefiting you?

Cutting resolution time. We are able to use templates and routing protocols to allow our technicians to reply and resolve issues much faster than our previous systems.

What do you like best about the product?

SysAid's email integration is awesome! Emails to our helpdesk are automatically turned into tickets. Then, custom automated emails can be sent based on tons of actions (change status, assignment, etc), reducing CSR communication load. On top of that, admin responses in the ticket messaging tab are automatically sent as an email from the admin's user account to the end-user account. Our admins see all communication directly in the ticket, and our end-users see all communication as an email conversation. No need to shuffle between different communication tools for anyone. And this integration means end-users never even have to log in to a portal or anything to see the progress on their ticket.

The all-in-one nature of SysAid is another benefit of the software. Having assets, ticketing, and KB in a single location is excellent. You can even add automation, updates, and various other tools.

Their customer support is also rapid and effective, which is a huge plus.

What do you dislike about the product?

First, this software is outdated and klunky, especially on-prem. Go with cloud if you decide on SysAid.

The UI feels like they are partway through applying a new, modern design. Different pages have different designs and styles. There are three or four different designs used throughout the product. The various menu layouts and navigation conventions make the site difficult to navigate and become accustomed to. It is not very customizable, either. We use maybe 20% of the items on the main menu, but there is no way to remove any that we don't use.

The KB editor is perhaps the most outdated. The formatting is terrible and makes our articles look like blog posts from 2001. They also require links to add an image instead of direct uploads; no screenshots unless you have dedicated web storage for images. Even with dedicated storage, uploading to a separate location and then linking to that location is so cumbersome that our helpdesk techs never do it anyway.

Second, a number of the features are buggy or difficult to configure.

Though we love the email integration, it has lots of issues. It breaks frequently and has to be redone, some accounts can't send emails through the service at all, and emails are occasionally lost.

The asset feature is so bad that we don't use it and opted for another asset management solution. The scan pulls up very little on all of our IP ranges, and installing the SysAid Agent didn't change that. Also, installing the Agent on our devices is time-consuming even with GroupPolicy and doesn't always work. Even worse, our subscription only includes 250 assets. We were told this was only for assets with the SysAid Agent installed, but this counts all assets, including peripherals like mice and keyboards. We planned on having about 200 laptops with the Agent, which would have been well within the 250. However, if you include our peripherals, IT infrastructure devices like servers, modems, and switches, and a large amount of medical equipment it is far beyond the 250 limit.

Lastly, prepare to be gouged.

We had to choose initially between on-prem and cloud and chose on-prem for HIPPA reasons. On-prem is now on limited support, and cloud has better HIPPA compliance. Migrating to cloud: significant fee.

We initially tested SysAid with IT but want to expand to Maintenance and HR. Instead of adding admin licenses (implied in the demo), we have to upgrade to their ITSM. ITSM is about the same price as JIRA or Zendesk, which are premium options in the market space with a deeper community, richer features, and better technology.

I spoke about the 250 asset limit earlier. Increasing the limit is another hefty fee.

I even created a support ticket about removing menu items from the UI. Surprise, surprise, that is possible, but only on a more expensive subscription.

Each way we have turned with SysAid, a fee or upsale has been lurking. Our budget ticketing tool quickly ballooned into a full-price system. Wish we had just gone for a premium service from another vendor in the first place.

What problems is the product solving and how is that benefiting you?

We need to track user complaints and issues in the IT department, as well as internal projects. The ticketing solution solves that issue for us and is actually very useful. The knowledge base would be a useful place to store collective knowledge, but it is a bit lack-luster and is only marginally useful for us. Asset management was our other big issue, and SysAid was so broken on that front that we transitioned to another solution.

What do you like best about the product?

I like that SysAid enables us to integrate our IT assets with our IT Support ticketing system.

What do you dislike about the product?

I dislike the face that we do not have the ability to modify attribute of the IT Assets that are created through an SNMP scan.

What problems is the product solving and how is that benefiting you?

SysAid is centralizing all of our HelpDesk ticketing, asset tracking & lifecycle, & remote support, into one location.

What do you like best about the product?

Easy to implement, customize and roll out to the end users

What do you dislike about the product?

Need more granular permissions for Administrator

What problems is the product solving and how is that benefiting you?

All incidents and requests are capture in sysaid application.
We've turned off the emails and everything is captured in the tool.