SysAid Reviews & Product Details

The way of managing tickets and the way AI is used, and especially how it learns Review collected by and hosted on G2.com.

When responding that the images look a bit small Review collected by and hosted on G2.com.

What I like most about SysAid is its ticket management and automation features. These make it easier to manage incidents, resolve issues, improve response times, and minimize manual tasks. I also appreciate the reporting capabilities, since they provide useful insights into the support team’s performance. Review collected by and hosted on G2.com.

The user interface needs improvement. Although the platform offers many features, navigating through some modules is not very intuitive. Adding more flexibility to report creation would also enhance the overall user experience. Review collected by and hosted on G2.com.

The standout feature of SysAid is the agility of its automation engine. Unlike other enterprise tools that require a steep technical learning curve, SysAid allows us to configure routing rules and logical workflows very intuitively. The ability to have IT Asset Management (ITAM) natively integrated into the ticketing system is a true game-changer. It allows our team to diagnose hardware or software issues without switching consoles, which significantly accelerates our technical response time and improves overall efficiency. Review collected by and hosted on G2.com.

While the platform is extremely robust, the administrative interface has maintained a somewhat traditional design that could benefit from a more modern, 'cleaner' UI update. Additionally, while the reporting is deep and granular, building highly complex custom reports requires an initial time investment to fully master the available variables. Review collected by and hosted on G2.com.

SysAid has a user-friendly interface that enables our IT teams to handle incidents and requests efficiently. Also, the built-in automation minimizes repetitive tasks and accelerates response times making day to day support smoother Review collected by and hosted on G2.com.

Most of the reports still need some customization, and that can be a little tedious to manage. Review collected by and hosted on G2.com.

The reporting and analytics tool from SysAid help in monitoring recurrent system problems while tracking service efficiency. These capabilities the making of enhances data-driven quality improvement decisions

The tools automation features help to streamline routing of tickets, approvals and the escalation process and this eliminates the many manual follow up at the same time improving response duration in handling quality associated system problems

The centralized ticket and issue management enables my team to track and resolve any system related issues that impact the compliance software, quality control tools and production monitoring systems. Review collected by and hosted on G2.com.

There is lack of transparency in the tools pricing as detailed costs are hidden from public

Automation, configuration of workflows and integration need extra set up time and training Review collected by and hosted on G2.com.

What I like the most is the easy and useful way to use the tool. Additionally, it helps me a lot when clients generate tickets and allows me to solve them quickly and efficiently. Another important point to highlight is the incorporation of AI, as it greatly facilitates the use of the tool for both me and my colleagues. Another advantage is the technical support, which is very fast and effective in solving problems. When integrating it with my operating system, it was a very simple process that did not require much management time from the technicians or the people using the program. Finally, we chose this system because it offered the best services at a very competitive price. And the final point is that by making the ticketing task so much easier for us, it generates better performance in the company when managing problems, as it is very fast and agile during a high workload. Review collected by and hosted on G2.com.

Mainly, what I don't like about this tool is that it requires several integrations for the experience to be 100% complete, which increases the cost. Additionally, for large companies, it is a less robust software (this is not our case since we are a small/medium company), but when working with other clients and ensuring they know how to use it, it is not always the best. Review collected by and hosted on G2.com.

This is a great ITSM platform, and it meets our current needs well. Review collected by and hosted on G2.com.

The least helpful part right now is our on-premise implementation, since it doesn’t include as many features as the SaaS version. Review collected by and hosted on G2.com.

What I value most about SysAid is its ability to centralize the management of incidents, changes, and assets on a single platform. The automation of workflows and rules significantly reduces the time spent on repetitive tasks, improving the efficiency of the IT team. Review collected by and hosted on G2.com.

The costs are high, but it greatly improves efficiency. Review collected by and hosted on G2.com.

I like SysAid because it has allowed us to implement processes like incidents, changes, problems, and asset management effectively. The dashboards give us better visibility into tickets, which has significantly improved our operations. We can prioritize services based on impact and urgency, identify root causes of incidents, and schedule changes more effectively, resulting in zero impact. Additionally, the initial setup of SysAid was transparent, and I am highly likely to recommend it, giving it a 10. Review collected by and hosted on G2.com.

The support team must decrease response time and resolution time. It sometimes takes a lot of time to receive an update, which is frustrating. Review collected by and hosted on G2.com.

What I like the most is how AI allows different tasks to be automated for the tool's agents. It is very useful for resolving a large volume of incidents from the self-service portal, thanks to the ease of feeding the knowledge base. Integrations with other tools are also being expanded, which improves performance. The interface is better in its Spaces version. The support levels are adequate and the ROI is good for mid-market companies. Review collected by and hosted on G2.com.

The reports must improve as they do not allow for great customization. Review collected by and hosted on G2.com.