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SysAid

SysAid

Reviews from AWS customer

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701 reviews
from and

External reviews are not included in the AWS star rating for the product.

    Navin H.

Simple and effective.

  • January 29, 2018
  • Review provided by G2

What do you like best about the product?
The Sysaid ITSM application is a simple and yet powerful ITSM application software. It is a cloud based applicatiion that required very little to minimal installation and setup. What i like most about Sysaid is that the navigation options are very easy to navigate and it requires almost no user training to get started. One could almost start working on sysaid immediately with little user training.
Sysaid comes standard with Incident management, change management, problem and knowledge management. In addition, it also comes with Asset management and event monitoring functionalities. It has built in chat consoles and chat sessions to allow for users to chat with service desk personnels. It has a powerful indexed search option that is easily accessible always from the menu bar.
The Analytics options are very handy to create reports, understand ticket trends and review SLA/SLM.
What do you dislike about the product?
Sysaid lacks advanced ITSM and project management functionalities. It does not have options for maintaining service catalogs, capacity and demand management abilities.
What problems is the product solving and how is that benefiting you?
Incident management, change management, problem management and knowledge management
Recommendations to others considering the product:
Its a good alternative to those looking for managing the essential IT processes through a ITSM software.

    Bill D.

Good value for in-house Help Desk

  • November 02, 2017
  • Review provided by G2

What do you like best about the product?
Flexible setup with many options........
What do you dislike about the product?
Setup is complex, can be confusing, hard to revise.
What problems is the product solving and how is that benefiting you?
Tracking reported problems through life cycle, assessing response time, evaluating performance of technicians (aka administrators)
Recommendations to others considering the product:
take time considering your various needs before you start configuration. talk to SysAid - you might benefit from their guidance.
It's very big and complex - consider implementing its features in layers but don't pause long or you will lose momentum

    Government Relations

Productive software

  • October 27, 2017
  • Review provided by G2

What do you like best about the product?
I like being able to manage technical request workflow and provide a repository for multiple users to access at any given time. I like being able to generate reports on technician turn around time etc
What do you dislike about the product?
There is nothing that I dislike about the about the software. There are always additional features that can be added to make software better
What problems is the product solving and how is that benefiting you?
Making sure IT problems are resolved in a timely manner. Its best use is for easily tracking and managing all IT requests and making sure they are being resolved in a timely manner
Recommendations to others considering the product:
Great solution for managing IT requests

    Tom P.

Pretty Good

  • October 26, 2017
  • Review provided by G2

What do you like best about the product?
Ease of use. Support is top notch. I like being able to route the tickets to different team members automatically.
What do you dislike about the product?
Nothing really. Don't like having to pay for addiitonal modules. Would rather have everything for a price. MDM could be better.
What problems is the product solving and how is that benefiting you?
Great ticketing solution. Great asset tool.

    Jon K.

Can't search the knowledgebase

  • October 26, 2017
  • Review provided by G2

What do you like best about the product?
I like the level of detail that can be associated with support tickets.
What do you dislike about the product?
The search function for knowledgebase articles has been broken for the better part of a year now.
What problems is the product solving and how is that benefiting you?
We are able to process more user requests/incidents than with our previous system due to how automated routing can be done based off of multiple factors.
Recommendations to others considering the product:
Go with the cloud based solution. Like too many companies they seem to care less and less about their on-prem customers and focus all of their development on cloud customers.

    Construction

Simple straight forward ticketing system

  • October 26, 2017
  • Review provided by G2

What do you like best about the product?
Simplicity for the users. Reporting software is excellent and very configurable.
What do you dislike about the product?
Online interface for creating reports can be slightly overwhelming.
What problems is the product solving and how is that benefiting you?
In a growing business where the culture was always to just walk up to IT and ask for a solution, Sysaid was able to make it extremely straight forward for users to adapt to. This leads to a balanced and organized IT environment.
Recommendations to others considering the product:
Take the time to learn the ins and outs of all of the features. There are so many tools within the software that you might overlook all of the potential. Poke around with everything.

    Mental Health Care

SysAid after 4 years of use

  • October 26, 2017
  • Review provided by G2

What do you like best about the product?
We use cloud version. System is stable and we've hardly ever had any downtime.
What do you dislike about the product?
Support is not U.S based and sometimes it is hard to get assistance on the spot.
What problems is the product solving and how is that benefiting you?
Helpdesk needs
Recommendations to others considering the product:
You would have to be able to live with the fact that support is not US based.

    Mental Health Care

SysAid

  • October 26, 2017
  • Review provided by G2

What do you like best about the product?
Ability to track tickets across the entire enterprise
What do you dislike about the product?
Unable to customize certain aspects. Cant extract certain reports, and customer service could be improved as well
What problems is the product solving and how is that benefiting you?
IT Issues

    Vicki L.

30 years IT Management

  • October 26, 2017
  • Review provided by G2

What do you like best about the product?
It is intuitive to use and has many features
What do you dislike about the product?
I can't really think of anything. I like all of it.
What problems is the product solving and how is that benefiting you?
We have inventory on it, use it for updates and run reports. We also use it for our Facilities Department

    Stephen V.

SYSAID Full Featured - Ease of Use Support Desk and Change Management Solution

  • October 25, 2017
  • Review provided by G2

What do you like best about the product?
The Self-Service dashboard that was recently introduced. The Business Analytics that was added that I have begun to use and find it extremely useful. The staff and people that I have had the pleasure to work with over the past 15 years.
What do you dislike about the product?
Reporting is slightly on the weak side, but usually can find a way to find what I want. Would be great to have a little more on a report builder module if possible. Would like to have more reporting configuration options both in the reports and Business Analytics.
What problems is the product solving and how is that benefiting you?
I've been using SysAid for over 15 years both in my current company and in my previous company. I could not be more pleased with this product and the way they handle their version upgrades always making the product better and listening to their customers in making their product better. I also used their professionals to provide enhanced training to my staff and it is helping to make our helpdesk better than ever for our staff and end users.
Recommendations to others considering the product:
Report Builder Module to do on the fly reports and queries. The Business Analytics module. Fantastic Option. Also the new Self-Service Portal.

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