The fact that running a help desk can get overwhelming with calls and emails sysaid allows the team a bit of structure to keep track of all issues Review collected by and hosted on G2.com.

If you don't have premium important features are not incorporated Review collected by and hosted on G2.com.

SysAid's user-friendly interface and powerful remote access capabilities have significantly improved our IT support workflow. The comprehensive ticketing system and customizable dashboards provide a centralized and organized approach to issue tracking, contributing to a positive overall experience.

Also, The implementation process was smooth, ensuring a hassle-free onboarding experience.

We use SysAid regularly, and its efficiency has made it an integral part of our daily IT operations.

SysAid offers a rich set of features, particularly in remote access and Integration with other tools and systems has been straightforward, enhancing overall IT management. Review collected by and hosted on G2.com.

The learning curve for some advanced features was a bit steep initially, with training and support resources, our team adapted quickly. The limitations in highly customized reporting are a minor drawback; however, the overall reporting functionality is robust. SysAid's customer support has been responsive and helpful bbut slow. Their technical terms can be confusing sometimes. Review collected by and hosted on G2.com.

Nearly a year following my initial review, I've had the opportunity to extensively integrate SysAid into my daily workflow. I've discovered that, while it continues to provide the same robust features, the SysAid team is commendably receptive to incorporating valuable new functionalities. The introduction of a query-answering bot and automated ticket logging is particularly noteworthy. I am hopeful that SysAid will consider granting users the ability to customize this bot to better align with the specific needs of our organization. Review collected by and hosted on G2.com.

While SysAid Helpdesk proves beneficial, the prolonged duration taken to deliver lasting solutions for significant issues becomes a notable concern. While I value their commitment to understanding raised issues thoroughly, the extended timeline often results in work accumulating and impacting productivity due to unresolved issues within the specified time frame. Review collected by and hosted on G2.com.

We have used SysAid since 2008 to help us with Asset Management. Moving forward, SysAid has been the key element in our company to help us in our day-to-day job, and IT as a whole Review collected by and hosted on G2.com.

Sometimes SysAid does not work perfectly with Google Chrome especially when using My Desktop function. It works better in Firefox and I can't figure out what happened. Review collected by and hosted on G2.com.

the practicality of handling tickets where analysts have several tools available in the form to use, in conversation with the user they can send notes on the ticket or send an email to the user, messages that reach the user instantly , and in the analyst's activities part he can detail the steps he took on that ticket, everything is very detailed and the history is saved. Review collected by and hosted on G2.com.

We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc... Review collected by and hosted on G2.com.

SysAid has been instrumental in helping our company create a self-service portal for our clients and employees to learn about our product. Working closely with our Customer Success Manager, they are quick to answer unique ticketing and knowledge base requests and always thinks out-of-the box for workaround solutions. Review collected by and hosted on G2.com.

While some of our requests are not currently in production, SysAid prioritizes and understands the business value, and in doing so, adds these to their feature request backlog. Review collected by and hosted on G2.com.

Organize high volumes of requests in a centralized system.

Consolidate interactions into one thread.

Maintain customer service standards.

Context of previous customer communications.

Improved communication with customers.

Easy and efficient team collaboration.

Customer support

The best thing is you can access sysaid anytime, anywhere. Review collected by and hosted on G2.com.

Cost

Difficult To Use sometimes if the user is not computer geeky. Review collected by and hosted on G2.com.

Easy navigation on the platform. Also the ability to generate reports. very easy to use! the support also receivbed from the Support staff is good Review collected by and hosted on G2.com.

the occasional unavailability of the platform Review collected by and hosted on G2.com.

User interface, Self service portal, work-flows Review collected by and hosted on G2.com.

integration with Identity provider could be better, Knowledge base lacks features Review collected by and hosted on G2.com.

Easy access to review tickets from administrative perspective

easy to implement new functions.

I use SysAid on daily basis, helping me to complete varius tasks.

Customer support -end user friendly envinroment.

Ease of Integration. Review collected by and hosted on G2.com.

slightly longer response time when refreshing website.

I would be glad if SysAid came up with new features. Review collected by and hosted on G2.com.