SysAid

What do you like best?

The customization options within the product are expansive and the system itself is very easy to use once you get the hang of it. Reporting is very detailed as well. The system is also very stable, I can't remember a time when the system actually went down in all the 3 plus years I've been administering the product. We've also had no issues whatsoever with communication lines with the support teams except for the toll free number, but that's a technical concern. Theyve also been very accommodating regarding certain additional functionalities we required, even to the point of implementing something they usually do not offer as part of their normal packages and support. Overall I would say a very nice and fully featured product.

What do you dislike?

There's a quite steep learning curve when administering the solution. Some settings are not located in intuitive places. Bulk update functionality for user accounts can be improved. The toll free number doesn't work with extension numbers for Canada.

Recommendations to others considering the product:

SysAid may not be the most well known tool out in the market today, but in my own honest opinion I would suggest giving their free trial a try, and you might be pleasantly surprised.

What problems are you solving with the product? What benefits have you realized?

We needed an ITIL compliant ticket management tool for our external customers and onsite support engineers. SysAid was a very easy to implement, very easy to manage (due to the awesome support) and comparatively cheap solution to our needs.