SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).

-Ticket registration and tracking -Workflow management -Self-Service portal -Reporting and Feed-back/Notification -ITIL-Compliant -Flexible and Customizable

-Workflow Design is powerful but has a learning curve

Using Sys-Aid has been easy and overall a great experience.

Sys-Aid was easy to configure and allowed us to customize to exactly what we needed for our Help Desk Tickets. It allows us to track fields, build reports, have built in approval workflows. It helped to reduce manual tracking of approvals for requests.

Building in some of the New Hire and Separation workflows got a little complicated. Once we upgraded to a newer version, the workflow automation help was much clearer and helped us to get workflows built.

A help desk solution in which none was being used by the companies I worked in.

The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.

I've used this software for over 7 years. Almost every complaint that everyone else has about this software, I've made myself and the #1 complaint is that the company is based in Israel and they are hard to understand / get a hold of / and don't fully understand the real problems until the issue is explained a few times. I've installed purchased and installed this software in 3 different companies, and the experience was always the same. I then did work for them for a short amount of time. I wanted to bring to them the outside experience being a customer, and all the complaints I kept getting from U.S. customers, and even from other countries. I truly wanted to make this company better. But instead, they started to hire even further away, Romania, will the same comprehension issues. Now that they only 1 rep left for the U.S. and after that, I doubt they will ever hire again in the U.S. because of how different we think about customer service and how expensive we are. So they took one step forward by hiring the first U.S. rep and then myself, to them go two steps backwards by letting me go and hiring in another country for support. Yes, I did work there and am a former employee, now a customer again. But I was a customer before that, and nothing has changed before I started working there, and nothing will after I am gone. So please do not delete this review and publish for all to see as I wanted nothing for this company to succeed and instead I was shown the door.

System is easy to learn and displays all the information that you need for example tickets about to breach sla, when the ticket was raised etc. I like the fact that a user can email the help desk email and it automatically creates a ticket. Might be something the company implemented on their own but I’m not sure.

ui is a bit outdated compared to competitors such as service now, Hesk etc . Can be very slow at times

So far our experience with SysAid has been very smooth. We've had some issues but the tech support team is very fast to find the problem and the solution.Very happy with them.

I would love to be able to filter my tickets easier.Have more options in general over how I see my tickets.

Pretty Good with managing and working on tickets. However there can be some improvements in the UI level. Hope you guys work into that. Thanks!

1. Communication with End Users with Email Integration 2. Ticket management (Ticket routing, Status Updates etc) 3. Ticket Administration (Reports, Surveys etc)

1. UI is pretty Old 2. There are some issues with the email-sending feature where even an extra comma in the addresses would show the message not sent but still the message will be sent which the sender will be unaware of. 3. List views in SysAid automatically refreshes which makes me lose all the filters which is really frustrating to be honest.

The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.

I love the fact that SysAid is not a boring 'Out of the Box' 'This is what you get' experience. SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.

I dislike the fact that I had to learn 'very basic' HTML to implement notifications. This wasn't a great hinderance, but definitely something I disliked.

SysAid has helped us implement ITIL within our organisation, track tickets and service records with SLA's and provide clear communication with our end users

I love the customizability in every small detail. You can craft everything to capture information exactly for your organization without missing anything.

I didn't like how the RDS agent on the laptops is a little bit of a hassle to install and uninstall. The RDS it self it a little bit flakey but definitely not a deal breaker. I wish the UI was more modern.

The overall experience has been great. After using two other ITSMs, SysAid has been the best. Implementation was a little rough but we crammed it all in within a month's time. I wouldn't recommend that. There is also a bit of a learning curve with workflows and other features, but once you get learn it, SysAid is a great ITSM. SysAid is very supportive and always willing to help.

Ease of use for End Users. Self-Service Portal is easier for end user to navigate. Auto categorization of tickets and workflows.

Reporting, but improvements are coming next year. Lack of RRM.

Excellent from start to finish during implementation.

It's very easy to setup and getting up and running was quick. The support from Sysaid and the tech enablement sessions were outstanding.

Nothing stands out. We found everything so good.

We're loving SysAid. From the first contact we had, all the way to implementation, we had a great experience.

It checked all the boxes and it was easy to implement. Great support during and after the implementation.

Modifying the front end is a bit restricted.

It's wonderful. It does everything we need it to and we have plenty of support in regards to the system.

Easy to use and easy to train others to use it.

Customization for the site could be a lot easier.

Overall it has been great. Our admins have greater visibility of the tickets submitted. our end users love the product as well.

tracking of tickets and issues are simple. centralized hub. I can send messages and update my tickets from one location I like the live chat feature as well the auto notifications make my life easier as well

I cant think of an element i do not like.

Reports pre buit that help us to generate the different metrics.Easy use for new employees.

It's easier to use and customize with a good look and feel.

Only the support in Spanish althoug is not impediment for my case.

Overall experience has been great, really like the customisation available and SysAid's willingness to work with us to make their product better. Since moving to SysAid, they have released many updates to their software at our request. The partnership is one of the main reasons we like SysAid so much.

The self service portal has been greatly received within the business, however, this is likely due to SysAid offering great options and configurations, as well as automation when it comes to the Self Service Portal. I have worked with a few similar tools, and SysAid offers the best in this area in my opinion. The support from the SysAid team has also been excellent, we are still improving and adding new features and the team have been supporting us at every step.

The software is not the most advanced when it comes to integrations with Azure/O365. However, support have been quick to release fixes or deploy new features.

Excellent we use this to keep track of our system and componets

Customizable and easy to use, Good support and the product never seems to need any maintance

Some of the small things like window size on some parts of the app...small things mostly

for years we needed to get KPI's based on the support workload for the IT team, now we can have them with sysaid

easy to use tool for end users, and capabilities for reporting services

very restricted directly access to database.

It works better than some other ticket systems I've used in the past, but it also works worse than others. I'd put in the middle of the road for Ticketing Systems.

SysAid is easy to use and easy to integrate.

There is definitely some aspects missing, like the ability to merge tickets. Often times an widespread issue occurs and 30 tickets come in. Tickets have to be deleted or closed, which inflates ticket volume.

Overall, the system works. It can just be extremely high maintenance to use.

I like most how easy it is to work on a ticket and then re-assign it to someone else. When someone gets a ticket, it's easy to see the history of what has happened the sysaid breaks down all the information of each ticket so that it's easy to follow.

The feature I like least is the e-mail notification. Whenever any new activity happens on a ticket, you get an email notification and this sounds like a good idea on the surface. But the problem comes when get tons of unneeded email. For example, I will close out a ticket (and get a message that the ticket is closed). Then, if the user responds to say thank you, it opens the ticket again (and sends another message to me). If I get the thank you not the next day and close out again, but that user is now out of the office and has an auto-reply turned on, the auto-reply triggers the ticket to re-open again - and send me another message that this has happened. I have literally struggled for days on end to close of ticket because of stuff like this.

Excellent! We have used it for many years. Our users like our seasonal theme on the home page. A really nice feature is the ability to keep track of instructions on procedures and how-to articles. We used to keep electronic documents for all that and still have some but having most of them in one place all categorized has made it much easier to find the one we need.

How flawless it works all the time. Even when we make user errors, the program never crashes. We have experienced a problem a few times over the years. Support is very fast and provides correct fixes right away. We have the ability to make changes in all the screens we use, to customize them for what we want and somewhat how they look. It's very fast. When a user enters a case, we see it immediately. There are far more features that we don't even use.

It's difficult to find locations for all the areas that can be customized. The whole user interface from the administrator's side could be improved by making it more friendly in finding my way around. The appearances for the whole thing could be polished up with better graphics.

Overall, I've been very happy with SysAid. My company relies on the ticket system for our support team and I am able to log in and find any information I need quickly and easily with little or no effort.

I like how you can search for tickets either by number or by customer name and find out all details relating to the customer and who is working on the ticket at all times. We also use SysAid to enter all details in our hosting environment, i.e. user name, email address, login info and server customer is using. We an easily track all details for our hosting environment on one screen.

I do wish that all windows had the same criteria for searching customer names.

We have had great success with Sysaid and truly rely on it everyday. We have improved several internal business processes for IT and Facilities by leveraging Sysaid and have greatly improved internal communications. We are interested in possibly upgrading to the full version in hopes of creating more automated processes, improving change management and implementing more project management techniques because of the benefits we have derived from the existing implementation.

The flexibility of the configuration, the automation, integrations and general ease of use are the aspects that we like most about Sysaid. We use Sysaid for far more than just the IT help desk and ticket tracking and we do not have the full version.

This is difficult for us as we do not have the full/complete version of Sysaid. My natural instinct is to dislike the fact that we do not have several of the features that would improve our operations without the added licensing expense. However, with the version we do have, the reporting, especially the custom reporting, could be improved.

SysAid has been instrumental in unifying the ticket and request workflows. Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive. We consider them a strong ally in assuring that our IT departments can provide the best service to our teammates.

SysAid is a resolutely stable system. It does everything its advertised as doing in a feature rich and robust manner. If I had to pick a critique its more along the lines of evolutionary. SysAid's features and visuals are currently being updated. This process is conducted in a manner as to not cause issues with various parts of the system. The consequence of this are various applications of a component in different manners in different "subsystems". This is smart on the company's part as it does not disturb any functionality of the overall system. For back-end administrator's, this transition can take adjustment as you jump from configuring various features. These changes are seamless in application for end users and administrators.

The toll to manage requests, incidents, changes, and assets. But we want to have more freqvent technology feature updates.

Ease for translate to diferent language. Sory but that is only thing which come to my mind for the pros.

Old fashion design / tehnology. Poor browser support. There is no suppport for copy/paste. There is almost no developnent of new features and / or use of new tehnologies (like HTML5 etc). Slow tehnical support. Look's like unfinished product.

good program

ticket mangement when there is a new ticket its by not assigend and thats the first thing you see when you start up sysaid. asset list is very easy to use.

its hard to find old tickets back cuase when i need to search what has done to that one thing the ticket has already been closed and i don't know the number of the ticket