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.

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.

The product is still growing and expanding the functionality in the same pace where we need this for our growth Review collected by and hosted on G2.com.

It is feature rich and from time to time you need support to define the right parameters to make your customerzation Review collected by and hosted on G2.com.

The ability to automate the ticketing process and their AI feature that helps with the solving of tickets. It also provides performance insights on a weekly basis. Hence allow us to keep track of what is happening in our IT department. It also has a self-help feature that users can maximize Review collected by and hosted on G2.com.

There is a limited to the number of assets that can be added to the SysAid Asset management module based on the license you purchased. It would be good if the Asset limit could be increased Review collected by and hosted on G2.com.

Incident management, request management and their workflows, automations, help with the AI administrator chatbot Review collected by and hosted on G2.com.

have licenses per agent, that is, if we are 50 agents, have a license for each one :( Review collected by and hosted on G2.com.

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.

The ease with which it integrates into the user support response. Review collected by and hosted on G2.com.

I like the way the catalog is managed, although it requires detailed configuration to be able to integrate the list of products that is already available. Review collected by and hosted on G2.com.