SysAid

Vorteile

SysAid's user-friendly interface and real-time chat feature make it easy to manage IT support tasks and provide immediate assistance to users.

Nachteile

The self-service portal could use a design update, and the change management process is not as intuitive as it could be.

In Betracht gezogene Alternativen

Freshdesk

Warum SysAid gewählt wurde

We switched from ServiceNow to SysAid primarily due to the cost. SysAid provided a more affordable solution with the essential features we needed, making it a better fit for our budget while still delivering robust IT support capabilities.

Gründe für den Wechsel zu SysAid

We chose SysAid because it offered the best balance of features, ease of use, and affordability. While ServiceNow was too complex and costly, and Freshdesk lacked some advanced ITSM features we needed, SysAid provided all the essential tools at a reasonable price, making it the ideal choice for our organization.

Vorteile

Professional support, great Helpdesk, great costumer care, extensive documentation, ai chatbot

Nachteile

Although the new UI/UX is great if still lacks basic features and stability

Vorteile

Firstly, ROI. Additionally, ease of install and configuration, customization, template setup and workflow.

Nachteile

Asset management. It's not bad, but it's not great.

In Betracht gezogene Alternativen

Jira, ServiceNow und Zendesk Suite

Gründe für den Wechsel zu SysAid

Cost vs performance and ROI. We simply needed a solid ITSM solution that supported ticket management, change management, release management and could interface with ADO and Entra ID.

Vorteile

Easy to learn and use from an admin and end user point of view

Nachteile

I personally find the knowledge base tab can get a little messy. This maybe user based.

Vorteile

we use SysAid to create tickets for our IT team to review it and its so good to use.

Nachteile

The only dislike about sysaid is its not well organized

Vorteile

It has components that are very easy to customize

Nachteile

It's more pricey than the average platform for helpdesk

Vorteile

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

Nachteile

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

Vorteile

What I like most about SysAid is its ease of use, strong automation features, and the ability to streamline IT operations, making our team more efficient and productive.

Nachteile

What I liked least about SysAid is the occasional complexity in customization. While generally user-friendly, certain advanced configurations can be challenging and require more time to set up.

Vorteile

Simple dashboards and easy to implement workflows with some out-of-box examples

Nachteile

Activities and Billable module are one of the points that need to be improved

Vorteile

Over the years, SysAid has consistently demonstrated stability in its ticketing system. Even in a high-volume environment with over 15,000 tickets processed monthly, the platform has effectively maintained data integrity without experiencing delays or system lag.

Nachteile

In a previous review, I initially expressed dissatisfaction with SysAid's customer service support. However, over time, I came to appreciate their methodical approach to ticket inquiries, which aims to understand the root cause of issues for a more effective and lasting solution. Nevertheless, for critical issues requiring tier 3/4/developer attention, the resolution process tends to be time-consuming.

Vorteile

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

Nachteile

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

Vorteile

The user-friendliness of the product is really good.

Very easy to create the workflows and easy to customize the workflows.

We can easily manage our incidents, requests, problems, assets, etc... and the support of SysAid customer care service is very much appreciated.

Nachteile

The pricing of the SysAid is a little bit higher when compared to the other products.

Vorteile

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

Nachteile

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

Vorteile

very good helpdesk ticketing system and inventory as well

Nachteile

cost money for more administrators but can be implemented for more departments

Vorteile

SysAid offers a wide range of ITSM tools, including incident management, problem management, change management, asset management, knowledge management, and more. This comprehensive suite enables organizations to efficiently manage their IT operations in one platform.

Nachteile

Managing SysAid effectively may require dedicated IT resources for setup, customization, and ongoing maintenance. Small organizations with limited IT staff may find it resource-intensive.

Vorteile

The system seems to have a very robust backend that can handle many tasks and will be able to scale well into our future of growth.

Nachteile

I miss some features from systems that I used at previous jobs. The admin UI could a lot of improvement and simplifying. Also missing a mobile application.

Vorteile

SysAid has helped me manage the incidents and log incidents efforlessly
using various channels like email, the self-service portal, or directly reaching out to the staff which made reporting issues quick and hassle-free.

Nachteile

They do not have free trial for a long time with timited features.

Vorteile

Reporting, Analytic and performance review

Nachteile

The Complexity. Sometimes, it's difficult to find some features

Vorteile

What I like most about SysAid is the ease it offers in configuring categories, SLAs, and routing. It is a user-friendly tool that integrates very well with Active Directory.

Nachteile

They don't have much support in Spanish.

Vorteile

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.

Nachteile

There is more room for improvement on the software product module

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus und ServiceNow

Warum SysAid gewählt wurde

cost of license was expensive and we needed some additional features like CMDB

Gründe für den Wechsel zu SysAid

cost was better than others when we compared

Vorteile

The way AI is actually helpful for myself on the helpdesk side but also for the end user with a problem and it is not just another marketing thing, and the marketplace with really useful add-ons and integrations like Zapier.

Nachteile

Setting up, but that is a problem you have with all new tools.

In Betracht gezogene Alternativen

Trello und TOPdesk

Gründe für den Wechsel zu SysAid

Pricing and functionality, other reviews and talking to representatives from the different companies.

Vorteile

ease of use, patch management, remote support and asset tracking. SysAid's support is second to none

Nachteile

I have nothing bad to say about their product, it does everything that I need

In Betracht gezogene Alternativen

Zendesk Suite

Warum SysAid gewählt wurde

spiceworks was more expensive and did not have the functionality I was looking for

Zuvor genutzte Software

Spiceworks Cloud Help Desk

Gründe für den Wechsel zu SysAid

easier to use, cost and functionality of the product

Vorteile

I think our favorite part about SysAid is the SysAid CoPilot, although it has taken some time for our users to catch one, having the app integrated in Microsoft Teams has been a game changer for our users

Nachteile

I think so far asset management, we use several products and none of them do exactly what we want them to do. They are starting to make improvements but, still missing some key features we would need.

Vorteile

Integration with Microsoft Teams
Implementation of SysAid Copilot AI Chatbot
Migration to cloud

Nachteile

SysAid Testing environment is refreshed manually based on the ticket we submit to SysAid. It is the Only con i could think of. Otherwise, the product is excellent in all areas

Vorteile

It is less complicated and convenient to use

Nachteile

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

Vorteile

It is user friendly and not to expensive to get a license.

Nachteile

It happens that it has downtimes.
But that is quickly handled but the team .

Vorteile

Customizations and readily available support

Nachteile

The mobile app has received criticism for being less functional and not as polished as the desktop version. Users have reported it to be slow and lacking essential features

Vorteile

It is one of the most user-friendly tools I know, its performance is optimal and it covers most of our company's needs.

Nachteile

There is almost nothing much to say about the cons, since there are very few faults or missing elements that can be found, perhaps one of the problems is the remote connection, which is very slow.

Vorteile

Customer care and support , quick response.

Nachteile

End user interface , New enhancement take ages to implement.

Vorteile

Routing features, workflows, AI chatbot, ticket management

Nachteile

The built in reports are a little challenging.

Vorteile

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

Nachteile

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.

In Betracht gezogene Alternativen

Jira

Gründe für den Wechsel zu SysAid

JIRA is good for managing Sprints but SysAid is quite easy to use and manage the tickets.

Vorteile

SysAid is user friendly. The interface is easily understood by all.. it also allows for customizations.
After sales support is superb!

Nachteile

Sysaid is occasionally not available. But that rarely happens

Vorteile

Ticket management, reporting and classifications is one of the key features that lead to the decision to make sysaid our long-term partner. The workflow functionality and teams integration is going to change our whole business, so we are very excited to move forward on SysAid Cloud. The customization is also a big plus for us.

Nachteile

The old-style interface but hat is also a thing of the past now that we are moving into the cloud and there new UX/UI is coming out early next year.

In Betracht gezogene Alternativen

Vision Helpdesk

Gründe für den Wechsel zu SysAid

Financial and customization was the biggest issues with Helpdesk

Vorteile

its Intergration to our cloud environment and the use of chat bot has made adoption of the product very easy in our organisation

Nachteile

So far I don't have any complaints, the minor compliant is more of a feature request for the platform to look more modern.

Vorteile

Ease of use for End Users. Self-Service Portal is easier for end user to navigate. Auto categorization of tickets and workflows.

Nachteile

Reporting, but improvements are coming next year.
Lack of RRM.

Vorteile

the practicality of handling tickets where analysts have several tools available in the form to use, in conversation with the user they can send notes on the ticket or send an email to the user, messages that reach the user instantly , and in the analyst's activities part he can detail the steps he took on that ticket, everything is very detailed and the history is saved.

Nachteile

We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc...

Vorteile

This brilliant solution has been easy to implement tool for IT service management.
I like the reliability of SysAid.
SysAid is so accurate.

Nachteile

SysAid is reliable and flawless to use.
No challenges when using SysAid.

Vorteile

Various abilities of tracking tickets, easily being able to edit and create reports showcasing various things and Customer service

Nachteile

I have no complaints yet about Sysaid. Only thing Is if the projects were easier to manage and edit, as well as having access to more asset management abilities

Vorteile

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.

Nachteile

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.

Vorteile

It is easy to handle.
Automation saves a lot of time.
Also, we can create workflows very easily according to the requirement. It is very advanced. And we can customize them.
There are support agents to ask help if we face any issue.
Dashboards helps to get a clear and fast understanding about some data.

Nachteile

In my personal opinion the prices are on the higher side.
Some support agents are not helpful at all. They kept typing same thing over and over again without proving a solution or alternative.

Vorteile

The self-service portal is very important for our cloud product and using SysAid, we have been able to quickly implement it and make updates when needed. Their customer service representatives are very quick to respond and action help requests. SysAid values and promotes its users' successes at its yearly SMART conference. I have been an attendee and speaker and have gained new product insight each time.

Nachteile

While some of our requests are not currently in the product, our Customer Success Manager has always been on top of getting these added as feature requests and sharing updates when appropriate.

Vorteile

Permite organizar las solicitudes de soporte o requerimientos permitiendo priorizar las actividades

Nachteile

no poder generar reportes personalizados de los CMDB

Vorteile

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

Nachteile

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

Vorteile

Built in email feature that allows you to send mail to requesters or support teams without having to open your mailing software.

Nachteile

Spooling of reports can sometimes be hectic due to the size of data

Vorteile

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

Nachteile

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

Vorteile

User-friendly interface, great for ticket management and tracking assets.

Nachteile

Reporting features could be more comprehensive, occasional lag times during use.

Vorteile

It checked all the boxes and it was easy to implement. Great support during and after the implementation.

Nachteile

Modifying the front end is a bit restricted.

Vorteile

It is very user-friendly and easy to use.

Nachteile

It can get confusing sometimes with picking out the right option.

Vorteile

Creating tickets are incredibly easy, they automatically route to the proper OT contact.

Nachteile

Sometimes it's hard to find the right category, they filter out sub categories based on previous options. No search available.

Vorteile

Easy to use and intuitive interface. Excellent ticket management. Saves time and keeps things organized.

Nachteile

Reporting features could be more robust. Mobile app could use some improvement in terms of functionality and speed.