SysAid Reviews & Product Details

SysAid has brilliant ITSM features that ensures assets are well managed and incidents are fully handled

Our workflow are largely automated by SysAid, for instance, call routing, ticketing, onboarding, among others

The establishment of a knowledge base rises the satisfaction of clients and this lowers the daily tasks of the help desk front-liners

All assets are fully tracked, and in case there are incidents, the software gives a guide on what to be done Review collected by and hosted on G2.com.

SysAid remote features are sluggish and this also happens on mobile apps.

The support team takes a while to rectify bugs, which may result to email polling delays or occasional freezing of data or emails Review collected by and hosted on G2.com.

Its integration capability with Microsoft, its technical support, and especially the ability to implement functionalities such as the mailbox, make it our daily tool and it is very easy to use. I also really like the chatbot and the new interface that give it a modern and refined touch. It is an easy-to-use tool for IT technicians. Review collected by and hosted on G2.com.

The reports it generates do not meet current needs. Review collected by and hosted on G2.com.

First, I like the capabilities of SysAid when it comes to ticketing and ticket management - it automates the whole process therefore making followup on tickets easy,

It comes with features that supports self-service and this saves time and workload for the agents.

It supports customization and we have tailor made SysAid to meet our unique needs.

It comes with great automation and AI and we're able to automate manual tasks for efficiency. Review collected by and hosted on G2.com.

The tool works without fail. We have used it successfully for a long time. The support team is prompt to help with any issues. 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.

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 follow up on your assigned requests; the filters help you have better visibility.

3) As customer support, it allows us to have an 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 customized 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 settings, 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.

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 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.

We are currently in the process of implementing SysAid ITSM and have been thoroughly impressed by its robust Ai and automation capabilities, as well as its integration potential across our systems. The SysAid team has been exceptionally knowledgeable, responsive, and easy to work with throughout the onboarding process.

We’re particularly excited about the Agentic Ai chatbots, which show great promise in enhancing the support experience for both our end users and IT engineers. Its potential to streamline interactions and reduce resolution times and the overall price is probably the main reason we chose SysAid. Review collected by and hosted on G2.com.

While the Ai and automation capabilities are undeniably powerful, they may significantly reduce the need for manual input. This shift, although beneficial in eliminating repetitive tasks, could impact the current roles that relied on those functions. The transition to a more automated environment may leave limited time for individuals to reskill or for organisations to redeploy staff effectively. To truly maximise the value of automation, it's essential that companies proactively support their teams through career development and strategic workforce planning especially if they are keen on keep their staff as we are. Review collected by and hosted on G2.com.