Vurderinger av SysAid

ITIL Compliant ServiceDesk System with user-friendly self-service portal

Kommentarer: SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).

Fordeler:

-Ticket registration and tracking -Workflow management -Self-Service portal -Reporting and Feed-back/Notification -ITIL-Compliant -Flexible and Customizable

Ulemper:

-Workflow Design is powerful but has a learning curve

Sysaid Review

Kommentarer: My overall experience I will say it has been one of the best ITSM products out there.

Fordeler:

Simplicity of their IU and the smoothness is one of the highlights that I really like about sysaid

Ulemper:

Their IU is out modes and needs a lot of features too as well

Not so great customer service.

Kommentarer: A help desk solution in which none was being used by the companies I worked in.

Fordeler:

The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.

Ulemper:

I've used this software for over 7 years. Almost every complaint that everyone else has about this software, I've made myself and the #1 complaint is that the company is based in Israel and they are hard to understand / get a hold of / and don't fully understand the real problems until the issue is explained a few times. I've installed purchased and installed this software in 3 different companies, and the experience was always the same. I then did work for them for a short amount of time. I wanted to bring to them the outside experience being a customer, and all the complaints I kept getting from U.S. customers, and even from other countries. I truly wanted to make this company better. But instead, they started to hire even further away, Romania, will the same comprehension issues. Now that they only 1 rep left for the U.S. and after that, I doubt they will ever hire again in the U.S. because of how different we think about customer service and how expensive we are. So they took one step forward by hiring the first U.S. rep and then myself, to them go two steps backwards by letting me go and hiring in another country for support. Yes, I did work there and am a former employee, now a customer again. But I was a customer before that, and nothing has changed before I started working there, and nothing will after I am gone. So please do not delete this review and publish for all to see as I wanted nothing for this company to succeed and instead I was shown the door.

COST EFFECTIVE ITSM TOOL

Kommentarer: It has been a wonderful journey with SysAid

Fordeler:

I like SysAid for it ticket management module. they have really improved with the reports. with the introduction of the bi analytics, our team can now easily speak to numbers during service review meetings.

Ulemper:

There is more room for improvement on the software product module

SysAid Review

Kommentarer: Very happy customer having utilised SysAid for over 10 years

Fordeler:

Easy of use Ability to customise the language within the system Escalation rules

Ulemper:

As a user daily user of SysAid theres nothing that i dont like about the product

Excellent ITSM!

Kommentarer: It has been a great experience, especially since the company continues to improve the product and features.

Fordeler:

Routing features, workflows, AI chatbot, ticket management

Ulemper:

The built in reports are a little challenging.

SysAid Review

Kommentarer: It is an effective ITSM tool and our users are happy with it

Fordeler:

It is less complicated and convenient to use

Ulemper:

Its slow sometimes and certain bugs disrupt services once in a while

SysAid a complete ticketing software

Kommentarer: I am satisfied with the new intermigrations.

Fordeler:

a complete ticketing system that can be used in many fields.

Ulemper:

most of its services are not included in the main package.

SysAid helps me keep my IT tasks organized and on track. It's been a game changer for my productivity

Fordeler:

The customizable dashboard and ITIL tools make managing tickets and assets a breeze. Saves me a lot of time and hassle

Ulemper:

The reporting features could be more user-friendly. It takes some time to get used to and create the reports I need

SysAid makes it easy to track my IT issues and manage service requests.

Fordeler:

The ticketing system is efficient and the dashboard is user-friendly.

Ulemper:

It can be slow at times and the mobile app lacks some features compared to the desktop version.

Not the bigest name but a full featured surprisingly good solution

Kommentarer: I have nothing negative to say about them. Our account manager has been excellent. As far as I can remember, we have had no outages during the last 2 years. If you are looking for an ITSM solution, at least give them a try, you might be pleasantly surprised.

Fordeler:

Due to the help offered by Sysaid, it was easy to get the solution configured to our needs. If needed, we could have given them our requirements and they would have configured it for us. I like to learn a solution by doing the config myself, so just relied on them to point me in the right direction as and when needed. I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent. On the surface it looks quite simple but when you dig into the admin settings, it has a lot of powerful features that make it very customizable.

Ulemper:

Rendering email in the ticket was clumsy but has improved recently. It is perfectly useable but others do it better.

Sys-Aid

Kommentarer: Using Sys-Aid has been easy and overall a great experience.

Fordeler:

Sys-Aid was easy to configure and allowed us to customize to exactly what we needed for our Help Desk Tickets. It allows us to track fields, build reports, have built in approval workflows. It helped to reduce manual tracking of approvals for requests.

Ulemper:

Building in some of the New Hire and Separation workflows got a little complicated. Once we upgraded to a newer version, the workflow automation help was much clearer and helped us to get workflows built.

SysAid Review

Kommentarer: We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.

Fordeler:

Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.

Ulemper:

Workflow management is a little outdated and has a bit of a learning curve.

SysAid - The Lion King Of Ticket Managment

Kommentarer: Pretty Good with managing and working on tickets. However there can be some improvements in the UI level. Hope you guys work into that. Thanks!

Fordeler:

1. Communication with End Users with Email Integration 2. Ticket management (Ticket routing, Status Updates etc) 3. Ticket Administration (Reports, Surveys etc)

Ulemper:

1. UI is pretty Old 2. There are some issues with the email-sending feature where even an extra comma in the addresses would show the message not sent but still the message will be sent which the sender will be unaware of. 3. List views in SysAid automatically refreshes which makes me lose all the filters which is really frustrating to be honest.

SysAid - Simple Solution, Big Outcome

Kommentarer: The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.

Fordeler:

I love the fact that SysAid is not a boring 'Out of the Box' 'This is what you get' experience. SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.

Ulemper:

I dislike the fact that I had to learn 'very basic' HTML to implement notifications. This wasn't a great hinderance, but definitely something I disliked.

Nice tool to manage IT Recourses

Kommentarer: Is good, actually, I don't conceive to manage IT ticketing outside SysAid. At first you have to be familiar with some administrative options, but in couple of hours you would be ready to go.

Fordeler:

Powerful platform with different Approaches. I have modules to administrate efficiently your Tickets and incident related to Service Desk, and project manajement. BI and regular Reports are a hit!, you can customized all of the thing and assign timer to different stages. There as a portal that you can share with your customers to auto-services an follow-up their tickets

Ulemper:

Poor options to project management and low performance. The look'n'feel is bad, and confusing. I would prefer to avoid that module if you have some middle-size projects, and go to MS project instead.

SysAid is a great product that could be a fantastic product

Kommentarer: We were able to get a comprehensive product that gave us the biggest bang for our buck compared to any other product. Overall we are very happy with it. Support, not so much. There are lots of things we would change, or focus on changing for sure.

Fordeler:

We like SysAid because of it's flexibility in design. We are easily able to create new forms and templates for different kinds of tickets and as such were able to roll out SysAid to our entire company and it is now utilized by every department in our company. We love the workflow features and that we are able to incorporate data from our active directory infrastructure to be able to identify end users and their departments or managers. We are very happy with our ability to modify and maintain escalation rules. Because the system is operating on Microsoft SQL Server we have been able to very successfully use SQL Reporting Services to generate very robust reports to provide our management teams with metric data that was previously unavailable.

Ulemper:

Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we don't want them all to have the power to change our system configuration. So it lacks foresight that a feature like that would require the keys to the house to be able to use. The same thing goes for designing templates. There is a security role to be able to modify and design templates, but you cannot create custom fields and new lists with that role, so users cannot complete the designing of their forms without having been given the SysAid Admin role which is more power than we want them to have over the system. This leads to unforeseen problems where departments admins start making changes to the system without knowing that the change does not only affect them or their department. Canned reporting is not great. Even the custom reporting feature is not good.

SysAid is a fantastic utility and simple to use program

Kommentarer: In the IT department, we must keep track of internal initiatives as well as user concerns and complaints. That problem is resolved for us by the ticketing solution, which is actually extremely helpful. We had a problem with the performance, and their personnel promptly fixed it. We also had some problems with the conversations, and I appreciate that there are options to add extra timers. This is enabling us to focus completely on tickets and prioritise our workload so we are not inundated with requests via IM. It is also assisting us in setting up a procedure for our users to raise tickets.

Fordeler:

The user-friendly design and all of the features are accessible. has many choices for both administrator and end-user users, dedicated support, and is in line with the newest technology. The ease of use for both our end users and the IT administration staff. The system has all the features and capabilities required in an ITSM application. The new self-service site is excellent with Incredible customization when it comes to ticket templates. you to build as many categories as necessary to suit your needs.

Ulemper:

The dashboard, reporting, and design should all be enhanced. Further features may be added to reports and dashboards, and the build could be modified to conform to the new designs. The user interface gives off the impression that a fresh, contemporary style is being implemented. The patterns and styles of several pages vary. The product uses three or four distinct designs overall.

Reasonably priced and fully featured

Fordeler:

SysAid offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased.

Ulemper:

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.

Sysaid - A good entry level ticketing system

Kommentarer: Overall, sysaid does a good job in this ticketing system. It allows for accountability among users

Fordeler:

Sysaid has a user friendly interface, it is easy to navigate between end user and an administrator. Actions are easy to find and requires little effort to learn the basics

Ulemper:

Its integration with outlook although great causes a number of issues when a refresh occurs and checks are not made to ensure correct parameters are selected

Easy to Use and Easy to Modify for your needs

Kommentarer: HIGHLY recommend it. There is flashier looking packages on the market, that DO NOT perform as well and definitely not for the price. And I feel none hold a candle to the support and effort to be even better DAILY than SYSAID.

Fordeler:

I have been using SYSAID for 15+ years. I find it is very easy to understand and use. It is highly customizable without the need for complex interactions or training from SYSAID. THE SUPPORT from SYSAID is far beyond any other Vendor I have dealt with in 35+ years of IT work.

Ulemper:

Some features advertised fall a little short of what you may expect but always meet what they say..The Ever evolving product sometimes creates an expectation that just doesn't quite reach the level I am expecting

Exceptional Customer Support & Powerful Service Desk

Kommentarer: First off let me start off with saying that we've have had our issues with SysAid over the years but SysAid has improved leaps and bounds since we decided to go with them and I'm glad we stuck with them despite the issues. We first rolled SysAid out locally and have since migrated to their cloud edition. We utilize almost all of the features offered by SysAid. ****LIKES MOST****
-Features: Incredibly powerful and feature rich service desk. If locally hosted you can control virtually every aspect of the service desk and customize it to your liking. -Customer Support: Amazing customer support and online community. You can tell the team behind SysAid is passionate about their product. -Price: Comparatively speaking SysAid is equal or lower in annual cost to operate (we use the Cloud edition). -Reporting: MUCH improved reporting. -Asset Management: Possibly my favorite feature. SysAid will scan my network and add assets to my service desk. SysAid will alert me when certain events occur with the asset and keep my assets up-to-date. ****LIKES LEAST****
- Lack of integration with third party applications however SysAid is currently working on this. - Ease of use: SysAid is packed full of functionality and it can be a little intimidating or difficult to get setup however the online help and online community make things a much easier. - Lack of high-level, customizable dashboards which are common with other service desks. - Lack of email response integration which is common with other service desks. SysAid does integrate with email servers however for email responses to link to the ticket the message must be generated using the messaging system within the service desk. Communication with the end user via an email client will not tie back to the service desk ticket.

Why we choose SysAid's Help Desk Software

Kommentarer: Great support, they solve very quickly any doubt.

Fordeler:

A very powerfull ticket management tool, is very easy to install it and start using it, you can modify/personalize the flow that the ticket will follow and create different roles for the team members, log the time of the activities and have an insight panel in where you can see a summary of the tickets pending for assignation, closed or being categorized depending of your needs.

Ulemper:

So far I have no complaints, the software does their job

Affordable IT management tool for education users

Kommentarer: SysAid helps us deliver a support service with ease. The self-service portal really helps provide a central support hub where our end users can request further support or a variety of self-support material which we've pre-populated. Our overall experience both with the software itself and the support from SysAid has been brilliant.

Fordeler:

SysAid is so easy to setup and, right out of the box, guides you through an easy installation process (we use the on-prem version) Our end users interact positively with a well designed web GUI and local system agent. The green desktop icon is our 'go to' for support and certainly plays a big part in our support service offering.

Ulemper:

Minor things really, we've used this software for a while now and grown as a support service with it. With regard to upgrade paths, we'd like to see a single 'rollup' upgrade rather than incremental patches as this would help to reduce our downtime. Some further customizations (branding) to the GUI would also be great, different themes for instance.

Sysaid is a good Service Desk ticketing System. Although it misses a good user interface.

Fordeler:

Good ticketting system with Incidents, Request, change and problem Classification Workflow templates.

Ulemper:

Complex. Poor end user portal for KB and Service Request follow up. Poor search functionality. Old UI with old text editors. Does not evolve with contemporary new media needs. Not implementable as a cross business Service Record tool. Only usable by ICT departement. Too complex to implement over different departments like Facilities, HR, QESH, Fleet.