I'm considering moving my organization to Sysaid Cloud, but I'm feeling a bit hesitant. The quotes aren't a problem for us, and I enjoyed the demo, but they don't let you explore the system before paying a setup fee, which makes me uneasy. I've come across a lot of negative reviews about Sysaid, so I'm curious if anyone has had a recent experience with it. Has Sysaid improved? Are there possibly better alternatives out there? I'm specifically looking for features like service management, asset management, integration with Entra ID, and a knowledge base as minimum requirements.
3 Answers
I’ve tried the cloud version recently, and I found it lacking. It doesn't support ticket workflows properly, which makes it less than ideal. The SSO integration is also frustrating; you shouldn't have to email support to get it enabled. I’m really interested to hear if anyone has found better alternatives or has experience with the cloud version.
I used Sysaid back in the day, around 2015-2019, and it was a complete disaster. The only browser it worked with was Internet Explorer, which is just embarrassing for 2019! I haven't tried it recently, so I can't speak for the current version, but I would never give them another chance. They have a terrible reputation for support too.
We had Sysaid at my last job, and honestly, it was okay but not worth the price. They charge extra for pretty much everything, and you can't even access your own logs or backups without jumping through hoops. We switched to Jira, which provided similar functionality but at a fraction of the cost. Just something to consider!
Have you checked out Desk365? It seems to offer good value for the money.