SysAid Reviews

SysAid is more user-friendly, and its configuration is easier than other tools. SysAid is also easy to customize.

With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.

I have been using SysAid since 2015.

SysAid is a stable solution.

SysAid is a scalable solution.

SysAid's technical support is available during operational hours.

Positive

We previously used ManageEngine and SummitAI. SysAid is easy to configure compared to ManageEngine and SummitAI.

The solution's initial setup is very straightforward, even for someone with less IT knowledge.

Around two to three people are involved with the solution's implementation. The solution's enterprise edition can be deployed within 30 days, and the basic addition can be deployed within two weeks.

Our customers have seen a return on investment with SysAid.

Our customers use the enterprise edition and the standard edition of SysAid. We provide local support, but there are some things we have to escalate to SysAid. When we need support, we use their support portal, which has online chat functionality.

Compared to other ITSM tools, SysAid can be rated high in terms of product functionalities and features. The solution's technical support is also good.

Overall, I rate SysAid an eight out of ten.

In Sri Lanka, we are a kind of a partner of SysAid. We have handled multiple clients regarding the SysAid and internally we're also using it as well. We use it as an IT management service tool. We use SysAid for incident management, request management, and change management.

I really like the SysAid self-service portal. It's very customizable and we can customize it to fit our needs rather well. 

They have a good workflow designer and it's very easy to configure everything. You can configure anything at a code level or we can configure everything with some basic knowledge without having to go do code-level changes.

The initial setup is pretty straightforward. 

Technical support is helpful.

The solution can scale.

The pricing is okay.

The solution needs to improve their mobile product. Currently, SysAid does not have a mobile application. It would be better if SysAid had a mobile application for Android and iOS. It would be very helpful for users.

The solution is always increasing its pricing.

I've used the solution since about 2014. it's been a few years now. I've used the solution for a while.

Initially, there were some issues with stability. That was more in 2014 or 2015 and at that time it was kind of an unstable period, however, now, it's a mostly stable solution.

Typically, the company works well for medium-sized organizations.

The solution scales quite well.

Most of the time I will contact technical support through the tech portal if I have any questions or if I am doing something and I need to get verifications. I chat with them through the online chat portal.

They are good. When I contact them through the portal, it's the level 1 support. Sometimes they don't know how to answer the kind of issues I'm asking about, and, in that case, they will escalate via email and come back to us again.

The initial setup is easy, and, on top of that, it's simple to configure and customize. It's not a difficult process at all. 

We give support for the maintenance, which includes the customizations for our customers. If they don't have specific resources for doing customizations, we can jump in and assist. For example, if they need to create a new web-flow, if the customer doesn't have resources, we will do the maintenance part. Other than that, the implementation is easy and there isn't really a maintenance requirement as all the updates automatically get pushed live from the cloud.

Our company is capable of providing implementation services to our clients. 

Compared to others, it's reasonably priced. Compared with ServiceNow, they aren't very highly-priced, however, they are continuously increasing their price.

I have analyzed a few products, however, among them, SysAid is, in comparison, very easy to configure and customize.

We are both partners and end-users.

We're using the cloud version of the product and it automatically pushes the upgrades to us. We don't have to manually upgrade the product. 

I'd rate the solution at an eight out of ten. I would recommend it to other organizations.