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Overall experience with SysAid
“SysAid Has Redefined What Effective Service Management Looks Like”
“ITSM Platform Setup Can Be Improved with Better Templates and Configurations”
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Company Description
SysAid is a comprehensive IT Service Management platform with generative AI implemented into every element of service management. Wrapped into an intuitive UI and offering a fully conversational experience, SysAid empowers organizations to unleash their full potential for productivity. With over 5,000 customers, SysAid partners with organizations ranging from small businesses to Fortune 500 enterprises across 140 countries.
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From the moment we implemented it, the platform has brought clarity and structure to our workflows. The interface is clean and easy for staff to adopt, and the automation capabilities have dramatically reduced the number of manual tasks my team handles each day. Features like the AI Service Desk, ticket routing, and integrated knowledge base have streamlined operations and improved response times across the board. The customer support and onboarding experience were equally impressive. The biweekly Power Hour is a wonderful addition. The SysAid team is responsive, knowledgeable, and is invested in our success. Their partnership made implementation smooth and gave us confidence at every step. Overall, SysAid has become a strategic cornerstone of our IT operations. I'm genuinely thrileed with the product and highly recommend it to any organization seeking a powerful, intuitive, and forward-thinking IT service management solution.
The AI features are amazing in the tool and we like the simplistic view of ticket tracking. we enjoy the ease of the self service portal
The most amazing feature is the Sysaid AI chatbot that can read tickets, knowledgebase articles, and documents from the company SharePoint and generate meaningful, related responses for the user to resolve issues on their own. If users are unable to resolve on their own, they can create tickets with the details and with the correct ticketing categorization. Intelligent workflow automation with AI has also provided significantly less time and energy spent. It smartly routes tickets to the correct admin group, assigns priorities to the tickets, and suggests approvals and next steps.
NA. We value the products and services.
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SysAid Reviews and Ratings
- DIRECTOR OF ITGov't/PS/EdGovernmentReview Source
SysAid Has Redefined What Effective Service Management Looks Like
Sysaid has been transformative for our IT department. As a county government with diverse operational needs, we required a service management platform that was flexible, intuitive, and capable of supporting a high volume of daily requests. SysAid has exceeded all expectations. What stands out the most is how thoughtfully designed SysAid is. It solves practical problems without unnecessary complexity, and it empowers our IT staff to work smarter, not harder. Our technicians are more efficient, our reporting is stronger, and our end users receive faster, more consistent support. - GLOBAL INFORMATION, SERVICE DESK TECHNOL50M-1B USDRetailReview Source
SysAid’s AI Streamlines ITSM Workflows and Reduces Repetitive Task Burdens
Quite surprised by the AI capabilities in SysAid day-to-day task operations. It actually pulls up relevant information from my knowledge base and documents provided, suggesting responses and cutting down additional tasks and troubleshooting for various issues. This reduces the mental load for the general to few complex tasks. Sysaid has provided value for money, and while AI capabilities were explored, the Sysaid team did a tremendous task of sorting out knowledge bases and documentation for the AI to read through and give customized, portioned, relevant, and correct responses. The AI helped more than we expected with repetitive stuff. There are some annoyances with the ticketing tool when Ai chatbot selects incorrect ticket categories after feeding in information. Overall, Sysaid has delivered a practical and useful AI that genuinely supports ITSM workflow. - IT Associate50M-1B USDServices (non-Government)Review Source
AI Integration and Translation Features Enhance Helpdesk Accessibility and Efficiency
The new helpdesk has been a really positive change. It feels faster, smarter and way more user-friendly than the previous helpdesk that we had, particularly with the AI features and translation capabilities. - IT ManagerGov't/PS/EdEducationReview Source
ITSM Platform Setup Can Be Improved with Better Templates and Configurations
we had an amazing experience working with reps., however outside of those two the support is a bit lacking. The support team does get the issues resolved but they are a bit slow sometimes and when you are slow to respond you feel rushed. The overall setup process is good but can be significantly improved to standup the ITSM platform. For example, to cut down on setup time, they should offer template instances to customers that are preconfigured using the most common configurations for the selected industry. Another example is the ability to separate multiple organizational groups using the tool. With other ITSMS this is an easy task but there are too many limitations to do a complete ticket separation. The options of CI and Assets are also a bit weird after using other systems. For example, using Snow or Sysaid all items can be entered as assets and divided up into paid and non-paid assets, keeping everything in one database. The way it's working between the assets and CI list is odd. - Software Developer50M-1B USDInsurance (except health)Review Source
Mostly good with a some areas that can be improved.
AI automated service doesn't always deliver a good summary of a user's issues and with more complex issues. Some requests end up getting routed to the incorrect teams on repeat instances. Overall experience otherwise has been good and has been relatively easy to use.