SysAid Reviews

We primarily use the solution for incident management and request fulfillment.

It's supporting the daily routine of the IT organization, it is the ticketing system. It's very helpful due to the fact that it provides us with full evidence and full transparency for what we are working on. In that sense, it's improved our organization.

The simplicity of the solution is excellent.

The product has a very clear user interface.

We've found the product to be stable over the years.

The solution has been able to scale to meet our needs.

Technical support has always been good.

The pricing is excellent.

In terms of the main ITSM tool, the product is not good at automation which is the main reason we are looking for a different option and migrating away from it.

Monitoring in our organization needs improvement in several areas which are not supported by a tool. At the moment we are looking for an advanced monitoring tool, which is using AI and machine learning as well. This product currently does not offer that.

From my perspective, it's a little bit of a legacy system in our IT landscape.  I haven't seen much progress in the development of the tool in previous years. Due to this, it's behind the leaders in the segment.

I've been using the solution for five years at this point. 

We had one incident in five years which was requiring the support of the vendor. I would say that it's stable. It doesn't give us trouble.

The product has been supporting our ever-growing environment without any issue. Therefore, I'd describe it as very well scalable.

We have about 100 active users in various support teams. The tool has as well a portal for regular users. We support about 2000 end users.

I've dealt with technical support in the past and I can say that they are very helpful. We're satisfied with the level of support we've been given over the years.

We're moving off this product and onto a Jira solution. We haven't started with Jira yet. It's a project for next year.

I wasn't part of the team when it was implemented, however, it's my understanding that it was straightforward mainly due to toll and the fact we were not migrating any historical records. I haven't heard about any hiccups in implementation.

The pricing is very good. It's an affordable tool in comparison to other market leaders.

We're just a customer and an end user. We don't have a business relationship with the company.

The biggest lesson I've learned is that it's not so much about the tool as it is about change management. You need to ask yourself how you can effectively introduce the tool into a company to get the most out of it.

I'd recommend the solution to other organizations. For smaller companies who are starting with their first ticketing system, it's a suitable entry platform.

Overall, I would rate the solution at a six 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.