SysAid Reviews 48

This software just doesn't work at all, and custom support is non-existent. They take your money and run. AVOID, AVOID, AVOID

Technical support is not capable of handling issues and Sysaid is blaming customer for their own incompetency

I'm betting most of these positive reviews are bots, because aside from the Service Desk software being miserable to use even compared to the other budget brands we've used, I am now getting constantly spammed with marketing, new feature, training, and other emails with no way to unsubscribe. Whenever I call any of the numbers, it always goes to VM. The only way to contact Tech Support is email or their AI bot, which is more Artificial than Intelligent, and I’ve had no luck there getting unsubscribed. VERY unprofessional from a so-called IT company!

SysAid has been a big improvement for our ITSM. They have provided an easier to use interface for end users, and have open up opportunities to automate more by using their workflows. Auto categorization has saved us time along with having multiple avenues for end users to communicate with us, including Teams. The company is improving their reporting next year and will be implementing AI, both of which will provide a lot more value to the product.

I think I like the way that SysAid is easy to use and can do a lot of things in the IT world. While demoing from the rep, we were impressed with things it can do and can bring to the company. It's easy to follow directions, and you can track metrics like the average number of tickets resolved, average response time, response rate, customer satisfaction & many more. Data-driven decisions based on these measures could improve our department support desk's performance.

Customer support is readily available via different means such as email / chat, you do not have to wait long for a response and the team are always happy to assist. Should there be any issues, there is also an escalation point via your appointed account manager.
The system works for you, allowing straight forward customisation to make improvements or amendments with things such as ticket routing, escalation rules and changes to the appearance of templates, all can be adjusted at any stage, not just whilst onboarding.
The email communication and display of messages to / from the users can be improved, as is very clunky at the moment but I understand an update should be addressing this in 2024.

This is a great tool for ticket management. Our efficiency has increased as, through automatic notification, we were able to update end-users and admins about a service record in a single step. This is our only ticket management tool, and it is used every day for our help desk operations.

When we have an issue we can contact support agent and some of them are really helpful. We can create and customize workflows according to the requirements that is very helpful.

Sysaid is a powerful tool for mid-large organisations to manage their IT assets. The ticketing system is pretty in-depth, and there are a lot of fancy features such as remote support, and bot usage through MS Teams. Only downside that isn't to the fault of system itself, is that it's definitely tailored to larger companies, as there's some functionality that our small team doesn't ever really use.

The customer service is very good - both responsive and knowledgeable. User administration is made easy via AD importing.

The reporting function needs to be improved and made easier to create ad hoc reports.

We swapped to SysAid from another system. The staff at SysAid were friendly and helpful during the transition, and the tech enablement sessions they offered helped us to tailor the system to our needs perfectly.
Overall a great experience.

SysAid is our main tool for users to create IT tickets. SysAid has been great for us so far. The interface is speedy and streamlined which suits us perfectly. The best and most used feature in SysAid is the MS Teams chat bot. This is super convenient and easy for our users to create IT tickets.

We are one of the biggest software suppliers in the public sector in South Africa, and SysAid handles all our Helpdesk/Support processes. With great value for money, support, and services, there is no way we can replace SysAid.

The SysAid Tool really helps in managing the tickets more effectively and is very useful when it comes to communicating with the end users. Also, administrative reports help in capacity tracking and such. Overall, the application is great. But some UI changes and workflow changes would make it even better.

Great platform with many many customizable features that assisted many IT needs

SysAid brought us more agility in handling tickets, a more intuitive end user portal, forms with easy approval to be done through workflow joe.

We have been using SysAid as our ITSM for 5+ years and have had a plethora of success. The ease of setting up our self-service portal and knowledge base has been instrumental in sharing our cloud product help content and has decreased our ticket volume by 50%. Our CSM and their customer service representatives have always been fast to respond to our questions. I really appreciate that they value their users' experiences and promote successes during their yearly virtual SMART conference. I have been both a speaker and attendee and have gained new insight each time.

Many configurable out of the box functionalities. Extremely good support team and implementation plan. The product follows ITSM best practices.

Sysaid itself looks fine, however tech support is an awful. You can only contact them through the chat, and sometimes wait for hours to get someone to answer. But they are very fast in terminating session once you need more time to type.
I will not renew this, and would not suggest anyone to buy it

Easy User Friendly tool for Ticketing purpose.
One of the Essential and basic ticketing tool used for ITIL practices such as Incident management, Problem management and change management, Asset and configuration management. Easy and user friendly to use. Does not require much of training to use this tool. However, it does log you out if not used for more than 5-10mins.
can be integrated with other softwares as well