TrustRadius Insights for SysAid are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Custom Field Capture: Users have expressed appreciation for the ability to capture custom fields, enabling them to record specific and detailed information with ease. This feature has streamlined data entry processes and improved overall data organization for many users.
Clear Information Provision: The platform's provision of clear information has been highly valued by reviewers, as it enhances communication efficiency and simplifies task management. Users have noted that this clarity reduces misunderstandings and facilitates smoother workflows within their teams.
Effective Search Function: Many users have praised the system's search function for its effectiveness in quickly locating relevant information. By providing a user-friendly and efficient search tool, the platform helps users save time and easily access critical data when needed.
We needed to replace our current ITSM solution due to lack of automation and Ai features - so far we had nothing but great experience, no hidden costs, SysAid people are approachable and very helpful. We look forward to using their Ai solution and Agentic chatbots. We have workato now in the package. Workflo creation is not as easy as we expected but its not bad.
Pros
Ai oriented solution
Approachable and Experienced team
Constantly evolving and following latest Ai trends
Cons
Help organisations with staff training (reskilling) well in advance to reduce impact of automation and Ai on people jobs
Workflow creation process needs to be simplified
Copilot (AI) is out of the box solution meaning a lot of automation features that come with it have to be re-evaluated - giving access to your systems to Ai vs the actual benefits and cost savings
Likelihood to Recommend
SysAid are a huge improvement to our current system, bringing opportunities to automate many processes and improve our customer service . It works well for companies keen on automation and Ai utilisation. It might not be the best option for companies that handle secure data and have data protection and privacy concerns when it comes to giving Ai access to your systems. Its definitely a 10/10 solution for companies that dont manage a lot of sensitive customer data due to automation options.
VU
Verified User
Manager in Information Technology (5001-10,000 employees)
Global visibility of the IT team; there is no way to improve if we cannot measure. Previously, we did not have operational metrics because we only had a ticketing tool very similar to an Excel file. Each location had its own tools for documenting tickets and the general quality of the IT service was really low.
Pros
Self service portal
Tickets visibility
Tickets notifications
Centralized administration
Cons
Daily updates on support tickets
Quick resolution
Share evidence of the resolution
Likelihood to Recommend
It helps us with ticket traceability (requests, incidents, problems and changes). For change management, it helps us with visibility of the change calendar and documentation in accordance with best practices. Asset management is not a manual inventory; it's an up-to-date database with all the company's assets globally, organized by location.
VU
Verified User
Manager in Information Technology (1001-5000 employees)
In our case, SysAid helps us manage all company incidents, as well as automatically handle onboarding and offboarding processes through rules. It also keeps us up-to-date with asset monitoring and software and operating system updates. Furthermore, thanks to its integration with Azure, it helps us effectively manage our Active Directory in the cloud. Currently, we are working extensively on feeding data to our internal chatbot and environment data pool to further facilitate the resolution of recurring incidents. These processes allow the IT team to focus solely on the most critical incidents, freeing up more time for new tasks and projects. Ultimately, SysAid greatly simplifies the daily work of both end users and IT administrators.
En nuestro caso SysAid nos ayuda a llevar toda la gestion de incidentes de la empresa ademas de gestionar automaticamente mediante reglas procesos de onboarding y offbording, llevar al dia la monitorizacion de los activos y de las actualizaciones tanto de software como de sistema operativo, tambien nos ayuda a tener una buena gestion de nuestro directorio activo en la nube gracias a la integracion con Azure, actualmente estamos trabajando mucho con la alimentacion al chatbot interno y el datapool de datos del entorno para facilitar aun mas la resolucion de incidentes recurrentes estos procesos ayudan a que el equipo de IT se centre unicamente en los incidentes mas relevantes teniendo mas tiempo para tareas y proyectos nuevos. En definitiva SysAid nos facilita mucho el trabajo diario tanto a los usuarios finales como a los administradores IT.
Pros
Integrations with Microsoft
Incident/Request/Change/Problem Management
Asset Self-Detection
Scaling rules, routing, email.
Integraciones con Microsoft
Gestion de Incidentes/Solicitudes/Cambios/Problemas
Autodeteccion de Activos
Reglas de escalado,enrutamiento,email.
Cons
Internal Report Management.
Custom fields
Automatic asset detection through subnetwork searches.
Gestion de Informes internos.
Campos personalizados
Autodeteccion de activos mediante busquedas por subredes.
Likelihood to Recommend
In our case, SysAid helps us manage all company incidents, as well as automatically handle onboarding and offboarding processes through rules. It also keeps us up-to-date on asset monitoring and software and operating system updates. Furthermore, thanks to its integration with Azure, it helps us effectively manage our Active Directory in the cloud. Currently, we are working extensively on feeding data to our internal chatbot and the environment's data pool to further facilitate incident resolution. These recurring processes allow the IT team to focus solely on the most critical incidents, freeing up more time for new tasks and projects. Ultimately, SysAid greatly simplifies the daily work of both end users and IT administrators.
En nuestro caso SysAid nos ayuda a llevar toda la gestión de incidentes de la empresa además de gestionar automáticamente mediante reglas procesos de onboarding y offbording, llevar al día la monitorización de los activos y de las actualizaciones tanto de software como de sistema operativo, también nos ayuda a tener una buena gestión de nuestro directorio activo en la nube gracias a la integración con Azure, actualmente estamos trabajando mucho con la alimentación al chatbot interno y el datapool de datos del entorno para facilitar aún más la resolución de incidentes. recurrentes estos procesos ayudan a que el equipo de TI se centre unicamente en los incidentes mas relevantes teniendo mas tiempo para tareas y proyectos nuevos. En definitiva SysAid nos facilita mucho el trabajo diario tanto a los usuarios finales como a los administradores de TI.
<i> This review was originally written in Spanish and has been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.</i>
We use it for asset management and ticketing service for all IT needs.
lo usamos para la gestión de activos y el servicio de tickets para todas las necesidades de TI
Pros
asset management
help desk
deployment
Cons
agility in implementation
attention times and channels
specialized support
Excellent app for team System
Likelihood to Recommend
It is very suitable for streamlining help desk processes, it limits the number of agents in the basic version, reports can be configured and exported quickly at the moments when decisions can be made. In the company, the service channels that are configured from SysAid have been improved, we are really very happy with this solution.
Es muy adecuado para agilizar los procesos de mesa de ayuda, limita la cantidad de agentes en la versión básica, los reportes se pueden configurar y exportar rápidamente en los momentos en que se pueden tomar decisiones, En la empresa, los canales de atención que se configuran desde SysAid tienen mejorado, estamos realmente muy contentos con esta solución.
<i>This review was originally written in Spanish and has been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.</i>
SysAid is an essential tool for our technology services team to track, monitor and manage support tickets for our employees. It provides regular case updates and tracking capabilities via the SysAid portal and through email so all parties involved are aware and understanding of where every request is in its progress towards completion.
Pros
Provides a platform for users to submit tickets
Performs communication and updates via multiple channels in an automated fashion
Provides reporting on project/case status
Cons
Duplicate updates and status alerts
Confusion around which path to submit cases
User interface is relatively outdated
Likelihood to Recommend
SysAid serves many purposes and helps drive efficiency gains for both tech services/IT and other departments. Great use cases are technical issues with devices, new reports needing to be run, lock outs from sign in, and more. It is less appropriate to use SysAid for items like budgeting and billing.
We use SysAid in the organization for help desk, asset management, remote control and IT activity analysis solutions. The product is being used to Centralized our IT related issues and help us respond to all the IT issues in a timely manner. We are also able to better track our asset and provide assistances to our users remotely.
Pros
Categorizing of each service request type as incident or request
Providing weekly Analytics on the service portal
Cons
Improvement of the Asset Management. The Client Application should be able to pull more information on the asset
Likelihood to Recommend
Persons can send tickets via email or logging into the portal. Hence the process of sending tickets is well suited for our environment. SysAid is also able to send weekly analytics reports. This will allow us to see how quickly tickets are been resolved. It also allows management to see how many tickets are sent to the IT team and what categories these tickets are related to.
VU
Verified User
Administrator in Information Technology (501-1000 employees)
SysAid helped us manage all of out IT assets. We always had much trouble keeping good track of them. It also helped us greatly with our HelpDesk needs, and it also even has a built-in remote desktop solution, making us save a lot of money with external remote desktop solutions.
Pros
Asset management of different types of equipment
Helpdesk solution with great customization of forms and options
Built-in Remote desktop solution
Integration with other systems
Cons
The built-in remote desktop sometimes is a little slow
Even if it has a good responsive UI, a native Android app would be nice
Better Managment UI response times
Likelihood to Recommend
<div>It's great for Companies and IT departments with the need for a heavily customized Ticket form, options and layout. It even has a workflow-based customization tool for the flow of the ticket.</div><div>
</div><div>I think maybe it's a little overkill for very small IT departments and companies, with very simple requirements.</div>
We had a lot of tickets coming in that required very quick answers, which would take time from my team on important projects. With the AI functionality, this is now a thing of the past. The AI bot will message the user with solutions for their problems if the solution exists in the KB
Pros
AI Functionality
Integrations with AD and MS365
Ease of use for non technical users
Cons
SLA is a bit complicated to implement but once is working is solid
Permission assignments for admins are not the best to assign if you look to create segregation of duties
Likelihood to Recommend
SysAid is very good for all team sizes, it comes at affordable rate. My team and I are making use of the Workflow tools on a daily basis this has saved us hours of manually following up with Managers allowing us to work on other projects. Teams and AD Intergrations were easy to implement and Teams specifically is a big hit in the company
VU
Verified User
Technician in Information Technology (501-1000 employees)
We use Sysaid as our ticketing system and for our knowledge-based articles. For the most part, it works well for our needs, although there are a few minor hiccups here and there.
Pros
Ticketing
Knowledge Based Articles.
Reporting
Cons
Tickets Time out and do not save notes.
Randomly getting signed out.
Bullet points are finicky when creating articles.
Likelihood to Recommend
For the most part, it allows us to do what we need to do.
