SysAid Reviews & Product Details

I like that SysAid organizes tickets by categories and indicates the urgency level of each one when it arrives on the platform. It's a good work tool that helps us solve the problems and failures that reach the plant. When we don't know what to do with a support ticket, the AI gives us advice and tips to solve it. So far, it has helped us a lot in our work, and we have worked well with it, without problems. The setup was easy, and we had no issues. Review collected by and hosted on G2.com.

That we cannot change the wallpaper to black Review collected by and hosted on G2.com.

What I personally like most has been the integration of the SysAid bot with Microsoft Teams. I am able to track the lifecycle of a ticket created from a familiar workspace. I do not have to switch tabs in order to follow up which I believe is very efficient for me. I am extremely satisfied with that experience.

I also appreciate the fact that in the developer documentation, each API has a ChatGPT and ClaudeAI embedding to assist with code review and further understanding. Absolutely brilliant.

Notifications on every stage of the ticket lifecycle helps to keep me informed of the progress and current status of my tickets Review collected by and hosted on G2.com.

- In the developer documentation, there is a lack of a defined entity relationship diagram between each API/dataset clearly identifying primary and foreign keys.

- SysAid chat bot is unable to fetch a list of tickets older than the last 6 months. Interactions with the bot on Microsoft Teams are limited to tickets created in the last 6 months. In order for me to track some past tickets, it will involve heading to the portal and retrieving the information, which defeats 'my' purpose of efficiency. Review collected by and hosted on G2.com.

I like this AI integration, it helps me a lot to categorize my tickets more easily, it also helps manage time, the interface is very simple to use and integrates very well with my other tools, it doesn't require many resources and the performance is optimal. Review collected by and hosted on G2.com.

I would like to have more configuration options, or be able to disable certain functions that I end up not using, my users have difficulty with the chat. Review collected by and hosted on G2.com.

SysAid is a very versatile help desk and IT asset-tracking product. It has a lot of customization options, a much fuller ITSM package if needed, and friendly, helpful staff and support. It's helped our IT Dept improve efficiency, issue tracking and prioritization. Review collected by and hosted on G2.com.

Getting people to pronounce SysAid correctly. Limited and not user-friendly ability to customize login/landing page. The situational message sorting bug, tho, to be fair, it's being addressed. A limited amount of email addresses are allowed for basic plan users. Review collected by and hosted on G2.com.

The simple and straightforward customization available to you, to make improvements or amendments to things such as ticket routing, escalation rules, and changes to the appearance of templates used as part of the tool. Customer support is readily available, we use email or chat. Review collected by and hosted on G2.com.

The admin interface when messaging users within the ticket is displayed as a series of emails which you need to click into to read, this is time-consuming and clunky, especially with multiple email communication. I understand Sysaid have been working on this. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The Knowledge database reporting is not exhaustive. Review collected by and hosted on G2.com.

Sysaid is almost a fully customizable system that could be made into something fun and intuitive. I enjoy the ability to change the look and the text on the main page. The color can reflect our company colors and made into something that is ours. I also enjoy the ability to create ticket templates and have them preset with certain items. Review collected by and hosted on G2.com.

Even though the system is about fully customizable, it does not work as fluidly as they seem to have liked. We can customize the system, but what good is it if it breaks the page flow and we have to review the changes made repeatedly? If we could view or preview the changes, the page would have been more than enough. Review collected by and hosted on G2.com.

Currently, we are continuously improving our internal AI chatbot within SysAid by feeding our datapool on a daily basis. This is making a real impact on our IT team, as the knowledge base keeps growing and allows us to resolve common incidents and service requests much faster.

In addition to that, SysAid helps us manage software licenses and gives us clear visibility of our actual annual costs, which is very useful for tracking upcoming renewals.

On the other hand, we would like to see improvements in the reporting area. The interface there feels more basic compared to the rest of the platform and doesn’t offer the same level of depth as other sections.

That said, we are really looking forward to seeing how the new Connect module evolves. Review collected by and hosted on G2.com.

On the other hand, we would like to see improvements to the internal reports, as the interface is more basic compared to the other menus offered by the tool Review collected by and hosted on G2.com.

I like that requests are never lost because they are assigned a number. This makes it easy to see the status of each request at any time. Review collected by and hosted on G2.com.

that images are not displayed in the ticket Review collected by and hosted on G2.com.

The Knowledge Base is easy to use/create articles for and also easy to search or browse to find things later. Review collected by and hosted on G2.com.

Tech support involves exchanging emails and log files for a while until live troubleshooting can take place. Review collected by and hosted on G2.com.