Pros from reviewers

• Effective ITSM tool: SysAid is a comprehensive IT Service Management tool that allows organizations to implement and monitor ITIL procedures and standards. It is used to log all incidents and requests, enabling users to track the status of their requests and reported incidents without the need for constant email exchanges or inquiries.

• Customizable self-service portal: The self-service portal is customizable and can be easily branded to fit an organization's needs. It allows clients and users to track their requests and incidents, reducing the need for constant communication and follow-ups.

• Workflow automation: SysAid offers a Workflow manager that can automate several forms and processes such as move requests, equipment requests, and on- and off-boarding. This feature enhances efficiency and reduces manual work.

• Integration options: SysAid offers numerous integration options with Office Automation, Collaboration Tools, Monitoring Tools, and Project Management Tools. This makes it a versatile tool that can fit into various IT environments.

• Cost-effective and user-friendly: SysAid is a cost-effective solution that is relatively easy to set up and use. It offers a user-friendly interface and allows for automation of tasks through its workflows. It also provides multiple communication channels for end users, enhancing the overall user experience.

Cons from reviewers

• Limited customization options: While SysAid offers some customization options, users have reported that these are not extensive enough to fully meet their needs, particularly in terms of ticket sorting and viewing

• Communication difficulties with the company: Some users have reported difficulties in communicating with SysAid's support team, which is based in Israel and has representatives in various locations around the world. This can lead to misunderstandings and delays in resolving issues

• More suited for larger teams: SysAid offers a comprehensive range of features, but these may not all be necessary or useful for smaller teams, leading to underutilization of the software

• Outdated interface: Some users have reported that SysAid's interface is outdated, although the company is planning to launch a new UX/UI in the near future

• Limited reporting capabilities: While SysAid does offer reporting features, some users have reported that these could be improved, particularly in terms of automation and AI capabilities, which the company plans to implement in the future.