SysAid Reviews & Product Details

Easy to use and to configure. Simple, attractive GUI. Rich features. Strong AI agent capabilities. Review collected by and hosted on G2.com.

Limited ability to trigger events based on ticket life-cycle. Overall ticket workflow functionality could be enhanced to provide more capability Review collected by and hosted on G2.com.

1) I like that I can customize both incident and request templates, adapting them to the company's needs. 2) As an administrator, it is very easy to track your assigned requests, the filters help you have better visibility. 3) As customer support, it allows us to have effective interaction with the end user. 4) With my role as an administrator in SysAid, I found it easy to implement and give a new look to my self-service portal. 5) Frequency of Use: It is my daily work tool. It allows me to create and manage custom reports. I have been able to design dashboards with which I have greater visibility of the incidents handled by the technology department. Review collected by and hosted on G2.com.

Sometimes in the general configuration, I have found it difficult to find certain options. Review collected by and hosted on G2.com.

SysAid offers a wide range of features that have helped us streamline many of our workflows, reduce the overhead associated with each ticket, and integrate numerous services from our previous ITSM system, often with improvements. During the implementation phase, the customer support we received was extremely helpful. We also had access to plenty of resources and documentation, which greatly assisted us in building out our new system. Review collected by and hosted on G2.com.

Some features on the website appear somewhat outdated compared to other parts of the portal. However, SysAid's roadmap is actively being updated, and we have seen significant improvements and many changes since we first started using their service. Review collected by and hosted on G2.com.

Automation improves efficiency

Self-service reduces IT workload Review collected by and hosted on G2.com.

Outdated user interface

Mobile experience limitations

upport inconsistency (user-reported) Review collected by and hosted on G2.com.

Easy to use and quick to onboard new users, Strong ticketing and incident management features Review collected by and hosted on G2.com.

Reporting and dashboards are limited/customisation is difficult Review collected by and hosted on G2.com.

The support I get from customer service rep.

The AI tools available.

Inclusion with development team on feature requests. Review collected by and hosted on G2.com.

Sometimes support will ask for information already provided or available for them to find in our environment, which causes longer resolution times. Review collected by and hosted on G2.com.

Vendor is on point, system is reliable, when we find a bug or need to adjust/customize some elements, sysaid delivers in short amount of time. We are also included in testing of new updates UI overhauls, additional products etc. Review collected by and hosted on G2.com.

Admin panel UI can be overwhelming, visually its not very intiutive until you get used to it, but on the other hand our solution is heavily customized sysaid system as we are robust (15k+ employees/sysaid users) Review collected by and hosted on G2.com.

User friendly design.

Easy to use.

Good connectivity between modules. Review collected by and hosted on G2.com.

Sometimes is created multiple tickets on one submitted issue. Review collected by and hosted on G2.com.

SysAid has been working so hard in the last 12 months to improve their interface and fix long term bugs and issues that have been present in the system for some time, they've been adding some amazing AI features starting with a basic chat bot for end-users, then a chat bot for admins and now agent AI tools to automate so many features.

The best part about SysAid though that has always kept me is their amazing support. It's never, ever let me down and available almost 24/7 Review collected by and hosted on G2.com.

The downsides are some of the clunky baked in features, for example the FAQ is unusable for end-users but great for adding knowledge to train the AI systems, the email notifications and workflows are quite difficult to master but when they do work, they work very well. Review collected by and hosted on G2.com.

The AI functions are vast and very useful

Ease of use is big for our customers, whether they be internal or external

Implementation was fast and to the point any questions we had were responded to within 1 or 2 days

Their Customer support team was fast to respond, and they take feedback and new functionality very fast

Integrations with Teams and AD were simple and clean, not a lot of trouble to complete and test

My team and I are using the app daily, and now, our internal users are very happy with the change Review collected by and hosted on G2.com.

It might be the Asset management part of the application, but it is based on our requirements not a bad thing on the application itself Review collected by and hosted on G2.com.