1) I like that I can customize both incident and request templates, adapting them to the company's needs.

2) As an administrator, it is very easy to follow up on your assigned requests; the filters help you have better visibility.

3) As customer support, it allows us to have an effective interaction with the end user.

4) With my role as an administrator in SysAid, I found it easy to implement and give a new look to my self-service portal.

5) Frequency of Use: It is my daily work tool. It allows me to create and manage customized reports. I have been able to design dashboards with which I have greater visibility of the incidents handled by the technology department. Review collected by and hosted on G2.com.

Sometimes in the general settings, I have found it difficult to find certain options. Review collected by and hosted on G2.com.

SysAid is a cost effective ITSM tool compared to the most of the ITSM tools in the market. Overtime ticket logging in SysAid has been improved. I love the BI Analytics that has been implemented as it helps us track SLA's. I like the Copilot introduced, as it makes it ease to integrate with available knowledge sources to help user resolve issues quickly.

SysAid has a lovely customer support base. You receive good response on the chat and mails and when the level 1 cannot assist you are redirected to level2. The business managers we have engaged so far have also been wonderful.

I like the asset inventory of SysAid, you can at least also monitor the availability of the asset. And am excited about the current progress of developing the copilot to integrate with the Asset Inventory.

SysAid is easy to use and workflows are easy to customize with the help of the professional services. Review collected by and hosted on G2.com.

The Knowledge database reporting is not exhaustive. Review collected by and hosted on G2.com.

SysAid has been working so hard in the last 12 months to improve their interface and fix long term bugs and issues that have been present in the system for some time, they've been adding some amazing AI features starting with a basic chat bot for end-users, then a chat bot for admins and now agent AI tools to automate so many features.

The best part about SysAid though that has always kept me is their amazing support. It's never, ever let me down and available almost 24/7 Review collected by and hosted on G2.com.

The downsides are some of the clunky baked in features, for example the FAQ is unusable for end-users but great for adding knowledge to train the AI systems, the email notifications and workflows are quite difficult to master but when they do work, they work very well. Review collected by and hosted on G2.com.

The AI functions are vast and very useful

Ease of use is big for our customers, whether they be internal or external

Implementation was fast and to the point any questions we had were responded to within 1 or 2 days

Their Customer support team was fast to respond, and they take feedback and new functionality very fast

Integrations with Teams and AD were simple and clean, not a lot of trouble to complete and test

My team and I are using the app daily, and now, our internal users are very happy with the change Review collected by and hosted on G2.com.

It might be the Asset management part of the application, but it is based on our requirements not a bad thing on the application itself Review collected by and hosted on G2.com.

We are currently in the process of implementing SysAid ITSM and have been thoroughly impressed by its robust Ai and automation capabilities, as well as its integration potential across our systems. The SysAid team has been exceptionally knowledgeable, responsive, and easy to work with throughout the onboarding process.

We’re particularly excited about the Agentic Ai chatbots, which show great promise in enhancing the support experience for both our end users and IT engineers. Its potential to streamline interactions and reduce resolution times and the overall price is probably the main reason we chose SysAid. Review collected by and hosted on G2.com.

While the Ai and automation capabilities are undeniably powerful, they may significantly reduce the need for manual input. This shift, although beneficial in eliminating repetitive tasks, could impact the current roles that relied on those functions. The transition to a more automated environment may leave limited time for individuals to reskill or for organisations to redeploy staff effectively. To truly maximise the value of automation, it's essential that companies proactively support their teams through career development and strategic workforce planning especially if they are keen on keep their staff as we are. Review collected by and hosted on G2.com.

SysAid is being used as our internal support ticketing system with our tech services team. It does a great job of helping us build efficiency and tracking support for the team that is always facing capacity restraints due to number of requests. Review collected by and hosted on G2.com.

The only minimal downside I’ve experienced with SysAid is the email notification and response function can be duplicative and a bit clunky. Review collected by and hosted on G2.com.

The best thing about this is its easy to submit IT tickets. Review collected by and hosted on G2.com.

One thing i dislike about sysaid is the software is bit too slow Review collected by and hosted on G2.com.

The AI Feature. The ability to send tickets via email or by logging into the portal and the ease of use. Review collected by and hosted on G2.com.

The asset module could do with further enhancement Review collected by and hosted on G2.com.

the simplicity and configuration of notifications, scans, rules when certain events occur. The tool is extremely easy to install, understand, and use. It has a very good support in its self-help, in its user forums and online support, it really knows and knows the product, I have scarcely had to use its services a couple of times in 5 years. I love this software!

our users ask us about a tool and we definitely recommend SysAid (Human Resources/ sales)

we have learned as fast as it is configured that sometimes we support our own clients when they have doubts, we guide them as they can also learn

SysAid will most likely surprise us in the future with more excellently wonderful functionalities Review collected by and hosted on G2.com.

that the BI reports are not free, they carry an additional cost, but they are extremely useful because the old reports had to be obtained one by one and adding more data involved making a new report of zero. with this module the nightmares of making reports are over Review collected by and hosted on G2.com.

SysAid allows us to manage the firm quickly and efficiently. Now, with the new Copilot AI feature, SysAid is like having another IT member on hand to help resolve issues. Customer support is excellent. Any time there is an issue, their techs get to work immediately. Review collected by and hosted on G2.com.

I do not like the SysAid built in remote access service and opted to integrate TeamViewer into the system. Review collected by and hosted on G2.com.