--- title: "SysAid Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of SysAid. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if SysAid is a good fit for you!" source_url: "https://www.softwareadvice.com/itsm/sysaid-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) / SysAid Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/alternatives/) # SysAid User Reviews ## Reviews summary - Overall rating: 4.5/5 - Total reviews: 530 ### Secondary ratings - Ease of use: 4.5/5 - Customer support: 4.5/5 - Value for money: 4.5/5 - Functionality: 4.5/5 ### Rating distribution - 5 stars: 342 reviews (65%) - 4 stars: 148 reviews (28%) - 3 stars: 28 reviews (5%) - 2 stars: 9 reviews (2%) - 1 star: 3 reviews (1%) ### Most mentioned pros - SysAid makes it easy to log, track, and manage incidents and service requests in a structured way, improving response times, accountability, and overall efficiency in IT service delivery. - It provides a reliable and structured platform for managing incidents and service requests, improving efficiency and accountability. While the core functionality is strong, there is room for improvement in user interface and ease of configuration. - The self-service portal and asset management features are especially useful, allowing end users to raise and track requests easily while giving IT better visibility and control. ### Most mentioned cons - If I had to pick a downside, it would be the learning curve associated with the advanced reporting designer. While the data is all there and the customization options are vast, it takes a bit of time and practice to build complex, non-standard reports. - No current Mobile solution, this is very frustrating and make On-Call Tickets very painful when not Infront of a computer. - Sysaid could be challenging to use in some instances due to its internet requirement, which means having the right device, broadband, and application compatibility - not available to all team members but usualy come at an expense to the enterprise, which kight be expensive. ## SysAid customer reviews Showing reviews 1-25 of 530 (page 1). ### Rápida y fácil de usar: una experiencia sencilla y agradable - Overall rating: 5/5 - Reviewer: Eduardo M. - Industry: Automotive - Company size: 501-1000 employees - Product usage: less than 1 year · daily - Reviewed: November 2026 - Review source details: This review was submitted organically. No incentive was offered La facilidad de comunicación con el usuario permite atender los tickets de manera más clara y generar un seguimiento adecuado de la atención al usuario final. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 #### Pros El tiempo de respuesta es rápido y la herramienta es fácil de usar, lo que hace que la experiencia sea sencilla y agradable. #### Cons Funciona con un ligero retraso; quizá sea cuestión de la conexión a internet. --- ### Excelente herramienta - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Automotive - Company size: 1001-5000 employees - Product usage: less than 1 year · daily - Reviewed: October 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. La verdad es una herramienta muy completa y fácil de utilizar, aparte que esta nueva herramienta para nosotros tiene muchas mejoras que nos ayudan dia a dia en nuestros soportes #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros La verdad es un herramienta que nos ayuda mucho para poder identificar nuestros ticket y soportes que tenemos en planta. La herramientas es muy fácil y muy buena para utilizar #### Cons Lo que no me gusto fue que no podemos poner modo oscuro, de ahí todo me gusto ya que es una excelente herramienta de trabajo. --- ### Handy Helpdesk Tool - Overall rating: 4/5 - Reviewer: Lorna H. - Industry: Hospital & Health Care - Company size: 5001-10000 employees - Product usage: 3-5 years · daily - Reviewed: October 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. The tool provides a range of functionality needed to run an efficient Helpdesk, onboarding was completed within the time frame and support remains easily accessible from that point onwards. The tool can be updated and configured to the changing needs of your Helpdesk, and that is within your control to configure." #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros Remote Support which is available within the tool, therefore providing a more streamlined experience Knowledgebase which is easy to upload articles, and send to end users via the ticket Templated responses save time on those common queries, having to type out the same written response. AI categorisation for ticket types, saving team members selecting these manually #### Cons The email communication within the ticket is clunky and slow to have to click into and read through each email sent from the end user in Classic and in Spaces it's hard to follow, with repetition of messages. AI Email Agent doesnt always provide the most accurate response we found, even when adjusting guardrails and selecting best matched AI responses for tickets. --- ### Avaliacao Sysaid - Overall rating: 5/5 - Reviewer: Rafael T. - Industry: Business Supplies and Equipment - Company size: 5001-10000 employees - Product usage: 3-5 years · daily - Reviewed: October 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. tenho uma experiencia boa com o sysaid, apesar de ser um produto relativamente caro, ms gostamos do que temos #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros gostei muito do modelo de atendimento, a gestão dos chamados fica facil e simples para meus usuario. #### Cons das apis, são dificeis de serem configuradas e tem muitas falhas, nao temos acesso direto ao suporte --- ### Great ITSM Platform - Overall rating: 4/5 - Reviewer: Jose Antonio P. - Industry: Consumer Goods - Company size: 1001-5000 employees - Product usage: 3-5 years · daily - Reviewed: October 2026 - Review source details: This review was submitted organically. No incentive was offered Overall my experience has been good. The platform supports our needs in terms of request and incident management. Could improve about reporting and change manegement but it serves it purpose correctly #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It works perfectly for what we need it to. It is used as an IT Help Desk for Incidents and Request within our organization. #### Cons Reporting and change management features. Also as it is an on premisse implementation it lacks certaing features vs the Saas version. --- ### Leading ITSM Platform - SysAid - Overall rating: 4/5 - Reviewer: Joel Jacob J. - Industry: Design - Company size: 1001-5000 employees - Product usage: 3-5 years · daily - Reviewed: October 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience with SysAid has been positive. The platform provides strong capabilities for IT service management, automation, reporting, and self-service. The AI and chatbot features are particularly valuable in reducing manual effort. A more consistent UI and a smoother workflow configuration experience would make the platform even better. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros The AI integration and chatbot capabilities have helped reduce first-level support tickets and improve self-service. #### Cons Frequent switching between the new and old UI, especially when creating or managing workflows, can make the experience less seamless. --- ### Ticket Management and Machine Learning: An Excellent Experience - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Automotive - Company size: 1001-5000 employees - Product usage: 1-3 years · daily - Reviewed: September 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. It helps me solve the problems I face in my day-to-day life—by feeding data into the AI and, above all, thanks to how intuitive it is to use. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The way tickets are managed, how AI is used, and—above all—how it learns. It's a great tool because you can answer certain basic questions and also categorize tickets. #### Cons In response to the comment that the images look a little small, and given how the tool is currently configured, you receive four emails when a single ticket is created. --- ### Automatizaciones efectivas y soporte oportuno, - Overall rating: 5/5 - Reviewer: Edwin H. - Industry: Marketing and Advertising - Company size: 51-200 employees - Product usage: 1-3 years · daily - Reviewed: August 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. hemos podido tener una manera efectiva de trabajo gracias a la heramienta y sus auotmatizaciones y integraciones con su api. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Obtenemos un buen control en gestion de tickets, buena experiencia de el cliente y de los administradores. #### Cons No nos gusta como organizacion que la herramienta no brinda licencias a los administradores sin costo extra como los usuarios finales --- ### A Reliable and Feature-Rich IT Service Management Solution - Overall rating: 5/5 - Reviewer: Toluwalope O. - Industry: Banking - Company size: 10000+ employees - Product usage: 3-5 years · daily - Reviewed: July 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, our experience with SysAid has been positive. The platform has helped us improve the way we manage IT support by streamlining ticket management, automating routine tasks, and providing useful reporting for monitoring performance. While there are areas that could be improved, such as the user interface and navigation, it has been a reliable solution that supports our day-to-day service desk operations. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I like most about SysAid is the ticket management and automation features. They make it easier to manage incidents, improve response times, and cut down on manual tasks. I also like the reporting feature because it provides useful insights into our support performance and helps us track how the team is doing. #### Cons The main area I think SysAid can improve on is the user interface. Although the platform has a lot of useful features, navigating some sections isn't always straightforward. Making the navigation simpler and improving the report creation process would make the overall user experience much better. --- ### Strong platform, easy to use and configure - Overall rating: 5/5 - Reviewer: Michael F. - Industry: Telecommunications - Company size: 501-1000 employees - Product usage: less than 1 year · daily - Reviewed: June 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Experience has been great. Platform does what we need in a simple and easy to use manner. Support has been great. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Easy to use and to configure. Simple, attractive GUI. Rich features. Strong AI agent capabilities. Good asset management #### Cons Limited ability to trigger events based on ticket life-cycle. Overall ticket workflow functionality could be enhanced to provide more capability --- ### Director of Network Services - Overall rating: 5/5 - Reviewed: November 2026 - Industry: Information Technology and Services - Company size: 11-50 employees The reviewer highlights the ease of setup and the helpfulness of SysAid's customer support, which contributes to effective incident management. This positive experience enhances their ability to resolve everyday business issues. Full review available after login on Software Advice --- ### From Manual Work to Smart Automation: Our SysAid Experience - Overall rating: 5/5 - Reviewer: Kofi A. - Industry: Information Technology and Services - Company size: 501-1000 employees - Product usage: 3-5 years · daily - Reviewed: May 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Our daily tasks have become easier, and we’ve drastically improved our support time. With SysAid, users can now connect and get help from anywhere—it’s made work easier across the board #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros SysAid has a user-friendly interface that enables our IT teams to handle incidents and requests efficiently. Also, the built-in automation minimizes repetitive tasks and accelerates response times making day to day support smoother #### Cons Most of the reports still need some customization, and that can be a little tedious to manage. Reports are useful but can lack flexibility for advanced use cases. --- ### Give your review a title Elevating IT Operations: A Scalable and Intelligent ITSM Solution - Overall rating: 5/5 - Reviewer: Victor Adolfo G. - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: April 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. My experience has been consistently positive, largely because SysAid feels like a partner rather than just a vendor. The platform is extremely stable and has allowed us to professionalize our IT operations significantly. We’ve moved away from manual, error-prone spreadsheets to a centralized, automated environment where everything is tracked. The time saved on ticket triage and asset auditing has allowed my team to focus on strategic projects that actually drive the business forward. It is a reliable, scalable solution that offers great value for the investment. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What stands out most is how SysAid manages to pack enterprise-level features—like native IT Asset Management (ITAM) and AI-driven automation—into a package that is actually manageable. Unlike its larger competitors, you don't need a massive team of consultants to get it running. The workflow designer is incredibly flexible, allowing us to orchestrate complex internal processes (like onboarding or change requests) with ease. It effectively bridges the gap between a simple help desk and a high-end ITSM suite. #### Cons If I had to pick a downside, it would be the learning curve associated with the advanced reporting designer. While the data is all there and the customization options are vast, it takes a bit of time and practice to build complex, non-standard reports. I would love to see a more intuitive 'drag-and-drop' analytics builder in future updates to make quick data visualization even more accessible for department heads. --- ### Sys-Aid - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Financial Services - Company size: 201-500 employees - Product usage: 3-5 years · daily - Reviewed: November 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Using Sys-Aid has been easy and overall a great experience. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros 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. #### Cons 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. --- ### SysAid end user review - Overall rating: 3/5 - Reviewer: Verified Reviewer - Industry: Machinery - Company size: 10000+ employees - Product usage: 3-5 years · daily - Reviewed: April 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros User‑friendly interface – easy for both IT staff and end users to create, track, and update tickets without extensive training. Strong ticket lifecycle management – clear visibility of ticket status, ownership, SLAs, and history. Customizable workflows and forms – flexibility to adapt categories, fields, and processes to local IT needs. Asset management integration – ability to link tickets directly to assets helped with troubleshooting and audit traceability. Good notification and escalation capabilities – automated alerts supported SLA compliance and issue resolution. Centralized tool – incidents, requests, assets, and reporting in one place simplified daily operations. #### Cons Reporting limitations – advanced or audit‑ready reports often required manual effort or workarounds. UI inconsistencies – while usable, some areas felt dated and less intuitive, especially for less frequent users. Restricted role and access modeling – fine‑grained access governance and ownership concepts were limited compared to modern ITSM/IGA tools. Integration constraints – integrating with identity governance, automation, and cloud‑native tools required additional effort or custom solutions. Manual effort for governance activities – group ownership reviews, access attestations, and compliance‑driven processes were not natively supported. --- ### The Best ITSM Tool - Overall rating: 4/5 - Reviewer: peter a. - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: 3-5 years · daily - Reviewed: April 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. SysAid is an Easy tool to use. Navigation is not difficult and configuration setups are not rocket science. I actually feel like an expert in using SysAid ITSM tool #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros SysAid is great ITSM tool. I like their BI Analytics model as it helps with our ticket analysis. I also love their ability to customize the tool to suit our needs anytime we request. #### Cons I am sill waiting on Improvement on the CMDB CI relationship mapping. That is what i dislike least about SysAid tool --- ### Effective Ticket Management Tool - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Banking - Company size: 10000+ employees - Product usage: 3-5 years · daily - Reviewed: May 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. SysAid has been a great service management tool and has made reporting and integration with other platforms easy. This has increased overall productivity for the ITSM team and the company as a whole. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros As our main service management tool, one of the best things I like about SysAid is the ease of integration and support given by the SysAid team during such processes. Currently, one can initiate a MS Teams chat directly from SysAid and this makes it easier when a resolver wants to engage a requester. #### Cons Output of spooled reports are not direct to work with. Spooled data need to be tweaked further to get the output/display required. If reports display can be customized, this will cut the amount of work that goes into cleaning and tweaking the report. --- ### Great solution for your Team - Overall rating: 5/5 - Reviewer: Tim S. - Industry: Electrical/ Electronic Manufacturing - Company size: 501-1000 employees - Product usage: 1-3 years · daily - Reviewed: May 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Ease of use, very customizable, helpful support, the AI Agent is amazing too! Asset Management works well. #### Cons No current Mobile solution, this is very frustrating and make On-Call Tickets very painful when not Infront of a computer. --- ### An excellent ITSM solution, very intuitive and easy to use - Overall rating: 5/5 - Reviewer: Arturo S. - Industry: Automotive - Company size: 5001-10000 employees - Product usage: less than 1 year · daily - Reviewed: December 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. I liked how easy it was to set up and customize the tool. Now we have incidents, requests, problem, change and asset management and it only took me three weeks to finish. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The ease of adoption by the Help Desk team and the entire company makes it a very intuitive and easy to use tool. #### Cons The support team, sometimes it takes too much time (days) to receive updates. They should update the tickets at least once a day. --- ### SysAid - Supporting you and supporting your users. - Overall rating: 5/5 - Reviewer: Garan T. - Industry: Hospital & Health Care - Company size: 201-500 employees - Product usage: 3-5 years · daily - Reviewed: April 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. The experience with SysAid has been next level, their support for the product is amazing and they never let any customer feel unnoticed. They will always try their best to strive for customer satisfaction and make things work for YOU. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros SysAid is the best ITSM tool available for IT teams, it is super easy to customise and ensure it follows ITIL workflows and assist you in getting your work done. #### Cons The clunky interface and basic limitations that can be easily fixed with a few lines of HTML --- ### SysAid Helpdesk System - Overall rating: 4/5 - Reviewer: John B. - Industry: Civil Engineering - Company size: 201-500 employees - Product usage: less than 1 year · daily - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall I'm happy with SysAid so far. We used it to replace an on-prem and so far it's doing what we need from it. We have a lot to learn about it still as well #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Very customizable, everything is ran from the cloud so users can access it from anywhere. Support seems to be on top of things when I've opened a ticket #### Cons While it is very customizable, this also makes it very time consuming to set up every aspect of the helpdesk system. You have to create / change fields, categories, routing etc... to your custom needs --- ### SysAid, a cost effective reliable ITSM System for Mid - Large Enterprise - Overall rating: 4/5 - Reviewer: Corus M. - Industry: Higher Education - Company size: 1001-5000 employees - Product usage: 3-5 years · daily - Reviewed: December 2024 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Other than a few things, we are generally happy with the system, as it has so far allowed us to manage our IT services effectively without having to pay hefty annual subscriptions. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Straight forward easy to configure inhouse without the need for a third-party expertise, including the workflow designer for Change management, making it easy to ensure each step is taken in the change process. #### Cons Admin Group Privacy - Right now, regardless of how you configure the admin groups, it is not possible to ensure that one group mis not able to see members of the other group, including their tickets. --- ### Adopting Sysaid for ITSM, Change Management and Asset Control - Overall rating: 5/5 - Reviewer: Joel F. - Industry: Insurance - Company size: 51-200 employees - Product usage: 3-5 years · daily - Reviewed: December 2024 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Great support all the way through the install and setup. Post implementation interactions were fantastic as well. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Firstly, ROI. Additionally, ease of install and configuration, customization, template setup and workflow. #### Cons Asset management. It's not bad, but it's not great. --- ### Great Addition to our Service Desk - Overall rating: 4/5 - Reviewer: Rachel B. - Industry: Food Production - Company size: 1001-5000 employees - Product usage: 1-3 years · daily - Reviewed: November 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Implementation went pretty well for us, we did not have a ton of customizations needed before go live so that made it easy as well. However we did use the customization features for the SSP after go live to revamp what we did create. As well as the work flows, this comes in handy so much for purchasing and access approvals. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Knowledge Base Customization of workflows, categories, SSP, pretty much anything. Work Flows Patch Management Reporting feature Asset Management Integration of Azure, Teams Chat bot, Power BI #### Cons The Remote Control feature is a bit wonky and needs updating. We also discovered that Merging ticketing may be easy, but the updating of the categories for those tickets is not automatic. That is not a huge deal since we really do not merge many tickets. --- ### Ease of deployment and use of SysAid - Overall rating: 5/5 - Reviewer: Shuma Ozel K. - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: 3-5 years · daily - Reviewed: November 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. It has been pleasant owing to ghe customer support, guaranteed data security through regular reviews with regard to cybersecurity and overall value for money #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Ease of deployment, automated task assignment and proactive support by suggesting possible solutions #### Cons The AD/LDAP integration can be a bit daunting sometimes and the Remote control offering can be abit un reliable ---