SysAid

Pros: Easy to implement, customize and rollout.
Self service portal easy to customize and rollout.
Escalation rules easy to use to achieve the desired outcome.

Cons: Not having the option to grant more granular permissions for the Administrators.

Overall: Great experience with the tool overall.
Great assistance from sysaid during the implementation phase.

Pros: Easy for using, we can manage our tickets and send survey to the users, in addition we can see statistics about our process in operation.

Cons: Maybe can improve templates surveys, they are so basic, but you have an option to development your own surveys.

Overall: So useful for management, easy to use and friendly with user. We can extract data of database, using SQL server.

Pros: Easy migration and sales team and support were very helpful. They helped me integrate this into my AD and also helped when i had issue with it staying connected.

Cons: I wish the dashboard was more user friendly and that where the tickets are they were easier to tell if they were opened or closed tickets.

Overall: I have had a very pleasant experience with the software and something that i would recommend to someone looking for an ITSM solution. I think that the things I don't like are things that could be changed in future releases.

Pros: SysAid provided all the features that we were looking for at a reasonable price. The support provided by the company is excellent, all my tickets are answered within an hour, and all issues we've encountered have been resolved. The interface is intuitive and easy to use, While remaining highly customizable.

Cons: Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

Overall: All the features we expected but much cheaper than some competitors. The customer support is excellent and we expect to continue using this product for the foreseeable future.

Pros: Ease of implementation.
Ease of upgrading.
Good support.
Ease of changing server.
Good community.
Ease of implementing SSL.

Cons: UI feels kind of old.
Drag and drop would be a nice feature.
Less clicks to get things done would be good.

Overall: It has been good and we have had it since 2013. Always works and no downtime except for the odd server crashed from time to time (Not SysAid's fault).

Pros: Easy to use/administer the software. Low training times to administer, easy to train end-users.

Cons: Some of the admin features are in English, we are Spanish speaking, and not all of our admin guys speak English.

Overall: Reduce the time of solving IT issues and increase the compliance.

Pros: The ease of use and tracking of reported incidents is excellent, it is very easy to install and maintain equipment inventory.

Cons: Previously we had a more limited version than the current one and that made the issue of reports difficult for us, there was not much flexibility.

Overall: In our company it has been of great help to have control of the equipment inventory since it allows us to know the HW and SW installed in the equipment, it is also very simple to raise incidents and follow up on them.

Pros: The help desk is very easy to use once implemented and has lots of useful features that help you keep on top of your work load.

Cons: The implementation of different departments with different work flows took many months to complete.

Overall: Once you have a grasp of how to configure the software, it allows you to configure the help desk in ways which greatly boost your work-rate.

Pros: Easy to use and really great user interface. Great support that resides in the same hemisphere. Great trial period support on set up and free onboarding. Very competitive pricing and ITSM functionality. Excellent asset management and discovery.

Cons: Some of the customization is really convoluted and difficult to do and some of it is amazingly simple. I do not understand the lack of continuity in the ability to customize. Reporting could be stronger, canned reports are adequate and the interface is a bit clunky. If you set some fields to be mandatory it requires all similar fields to be mandatory. If you set the Category field to be mandatory it then requires both the Subcategory and third level fields to be mandatory.

Overall: We really like this product and the ITSM functionality for the price is outstanding for what is offered. Network discovery for both hardware and software is excellent, also the ability to monitor assets health is really great and gives us the ability to be proactive with issues. The Self Service Portal is easy to use and has all the functionality you would want to create a service catalog. Integration with email and end users is really easy.

Pros: The customer service is excellent! If I have any issues as far as how to's or something isn't working, they are more than happy to help.

Cons: Some functions as far as running reports or exporting inventory lists do not seem to function all the time.

Overall: Great customer service, their products could use some work. We will see if they get the issues fixed.

Pros: - Very easy to use and install
- Quick implementation for new user
- Great Support and assistance
- Lot of connectors for other tools

Cons: Reporting has been the less used function for us. We are creating our own reports based on the databases information.

Overall: The experience has been great. I have been working with this on different stages; user, admin and now the one in charge of implementation and support. I am very pleased, on all the process, and I am glad to be part of this.
It has been used worldwide, for our company, and looks like we are all in the same office.

Pros: - Routing
- LDAP Integration
- Regular Updates
- Automation
- Custom templates with custom fields
- User friendly Self Service Portal

Cons: - Custom fields creation and visibility on submitted ticket for end-user
- Asset management too complicated

Overall: We use SysAid for 7 years now, on Premise version.
It is our unique tickets base that is used by several support teams like HR, Communication, IT...
It is a perfect solution for dedicated support/helpdesk Team that can monitor and manage tickets all day long.

Pros: Simple help desk/ticketing software.
Seamless integration with active directory.
Asset management is simple to implement but provides great detail.

Cons: Some menu options are hard to find on the administration side.
The reporting feature lacks some details.
The remote control feature is less responsive than other solutions.

Overall: We use SysAid for our Help Desk ticketing solution. We also use it for keeping track of assets such as printers and computers on our network. This product has been instrumental in providing a ticketing solution once we lost our lead programmer. It has been very easy to maintain and very simple to navigate.

Pros: Incident management.
Email alert configuration.
Project and Call management.
Incidents can be assigned according to its priorities.

Cons: You need more knowledge as the admin to configure the template according to your company specification.
More training training.

Overall: Excellent email alert.
Project and time management.
Progress report.
Report Management.
Keep record of new updates and informing users involved on the incident or project.

Pros: Customizability - track tickets via time based on their Status, how to route the tickets based on what the user selects, Templates that can have info prefilled based on what you want.
AD Integration - the integration was easy to setup and customize what OUs and Users I wanted to be synced over
Asset Management - groups can be created for different items, I created a group specifically for my Access Badges, I can also assign an Owner and a User (if say I have Temp badges that the receptionist has to give to visitors.)

Cons: Templates - although they are very nice and once you get used to making them it is easy, they aren't always easy to create at first. Putting tabs in order inside of the template after you have created them needs a small work around. You need to go to the Workflow Designer and then move the tabs to the End and move them back to where you want them (this workaround is a life saver and very handy) not a stopper by any means, but hopefully can be fixed in a future update.

Overall: My experience from start to launch with SysAid has been great! Sales was knowledgeable and didn't try to oversell me, they talked to me like I'm going to be using this product for years to come and were honest with the features. Customer Success Manager was very nice and attentive to getting me scheduled with my Implementation Manager. My Implementation Manger was awesome because what he was explaining to me was making sense (and the meetings were recorded so I can go back later or even use them as training for future admins). Their team has made my implementation a success.

Pros: - SysAid provides detailed and comprehensive analytics and statistics.
- It supports integration with many third-party software products.
- Easy to install and configure.
- The price is quite reasonable and also cheap compared to other alternatives.

Cons: - Configuration with drag and drop is missing.
- It does not work well with multiple users.

Overall: It is one of the best budget friendly software with exceptional chatting and ticketing features. There are some cons, but the product is overall value for money.

Pros: -ITIL Compliant
-Flexible and easy to setup and use
-Automated asset population and concise CMDB
-User-friendly self-service portal
-Wokflow management
-Job automation and integration with a number of third party scanning, monitoring, collaboration and project tools

Cons: Workflow management is very powerful. With this power and flexibility comes a learning curve. Although not steep, in a small team it makes you the wonderkind and you end up being the one that makes all the workflows.

Overall: Great implementation support, periodic user group workshops and superb feed-back and follow-up on any issues that arise post-implementation.

Pros: Ease of use and great customizability to company needs. stable and elegant solution for service desk.

Cons: We are really happy, no cons.

Overall: Having witnessed the product for the past 8 years or so, i can see the development is being done in the correct route and the product is becoming better and better.

Pros: Easy to use and easy to train other users. Organization is key SysAid makes that a breeze. Reporting tool is top notch.

Cons: Customization is kind of hard and you may need to check the page several times over before finalizing.

Overall: Great platform and would easily recommend it to any Help Desk or IT scenario. If ran properly it can do most of the work for you.

Pros: Very useful for incidents, traceability, monitoring and auditing. In active a good tool for control and with a lot of information.

Cons: Some modules not so clear and it is necessary to contact the customer.

Overall: It has been very useful, it has helped and accompanied the growth of the company, Incidents, Assets, Supervision.