SysAid – Bewertungsseite 2

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

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

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

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

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

It allows administrators to customize ticket templates depending on the requirements for ticket resolution.

Nachteile

Does not have some of the basic features in designing a template (radio button).

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 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

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

Very easy setup and deployment. Easy to use, very little training required to use.

Nachteile

Nothing I don't like, just need the patch management to work better.

Vorteile

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

Nachteile

no poder generar reportes personalizados de los CMDB

Vorteile

Dashboard showing progress of open tickets
Ticket tracking

Nachteile

Lack of proper formatted email
Lack of Approval process for Employee Provisioning
Lack of choosing an option 3 without choosing options 1 and 2. Should select those options off of the last option chosen.

Vorteile

The platform's pre-built functionality is excellent for handling support tickets, and it's highly customizable to fit any organization's specific requirements. Having the option to make your own folders and processes is quite useful.

Nachteile

There are so many settings and options to configure in this program that we often find ourselves lost. There can be post-update issues on occasion. Since I only have 5 administrators and the bare minimum license, I can't generate nearly enough reports.

Vorteile

System is easy to learn and displays all the information that you need for example tickets about to breach sla, when the ticket was raised etc.
I like the fact that a user can email the help desk email and it automatically creates a ticket. Might be something the company implemented on their own but I’m not sure.

Nachteile

ui is a bit outdated compared to competitors such as service now, Hesk etc . Can be very slow at times

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

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

I like how you can search for tickets either by number or by customer name and find out all details relating to the customer and who is working on the ticket at all times. We also use SysAid to enter all details in our hosting environment, i.e. user name, email address, login info and server customer is using. We an easily track all details for our hosting environment on one screen.

Nachteile

I do wish that all windows had the same criteria for searching customer names.

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

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

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

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

Nachteile

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

Vorteile

Functions are well organized and easy to implement.

Nachteile

Easy to navigate but there should be a way to go back into queue without loosing in transition.

Vorteile

The customizability. You can customize quite a bit to fit your needs

Nachteile

Sometimes the menus and setting a re a bit ridiculous.

Vorteile

The ease of managing helpdesk incidents and accountability that goes along with this

Nachteile

Lack of flexibility on editing end user submission form

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.

Vorteile

A facilidade e a rapidez do atendimento da matriz quando ocorre de ter dúvidas

Nachteile

Documentação acho que poderia ser mais atualizada e as versões deveriam atualizar mais vezes

Vorteile

It is very intuitive to use and customize with our solutions

Nachteile

I haven't found any aspect that i din't like it

Vorteile

Extremely customizable platform with lots of integrations

Nachteile

Deploying of the agent has been troublesome sometimes

Vorteile

The ease to customize, implement and manage it.

Nachteile

The capacity to create new custom notifications.

Vorteile

Es muy facil de implementar y se adapta a la medida a los requerimientos que necesite la empresa.

Nachteile

Puede mejorar implementando mas herramientas para automatizacion de diversas areas.

Vorteile

Me gusto mucho su portal de autoservicio es muy intuitivo y facil de utilizar.

Nachteile

Su personalizacion es algo tediosa, por lo que es necesario revisar varias veces antes de culminar con la tarea.

Vorteile

It's easier to use and customize with a good look and feel.

Nachteile

Only the support in Spanish althoug is not impediment for my case.

In Betracht gezogene Alternativen

Warum SysAid gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu SysAid

Vorteile

sysaid is the best customer management application, I like the ability to issue clients references and follow up through the system to unsolved cases makes it fine for me. It's so easy to use and manage

Nachteile

the application is not mobile device compatible this limits other user to use it

Vorteile

The customer support if phenomenal. They are quick to respond, friendly and quick to resolve.

Nachteile

A little difficult to use for the average user

Vorteile

SysAid provide us at efficient flow to incidents reports by the users and IT team. Our users can connect witch us ease and received a great service.

Nachteile

The dashboard customize can have more improve.

Vorteile

So far our experience with SysAid has been very smooth. We've had some issues but the tech support team is very fast to find the problem and the solution.Very happy with them.

Nachteile

I would love to be able to filter my tickets easier.Have more options in general over how I see my tickets.

Vorteile

, really impressed how useful and functional this soft. Still discovering new functions, 10 of 10.

Nachteile

All good, cant complain, a bit complicated, but that's great, many toys )

Vorteile

SysAid shines in its incident and request management, demonstrating efficiency, ease of use, and the ability to streamline internal processes for IT and Facilities.

Nachteile

SysAid falls short in the area of mobile user experience, lackluster interface design, and a somewhat underwhelming support service.

Vorteile

I find the product easy to use and easy to train others on for ticketing

Nachteile

Learning what others have created is a challenge. It took a little to figure out the protocols for creating templates

Vorteile

The IT business processes in our company are monitored, measured, and supported by end-users thanks to Sysaid. We needed a solution that provided constant, seamless connectivity across all of our devices.

Nachteile

It seems like they are halfway done implementing a whole new, cutting-edge UI design, judging by the current state of the user interface. The layout and aesthetic of the many pages varies. The product makes use of three or four distinct styles.

Vorteile

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.

Nachteile

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.

Vorteile

It has very good tools to carry out the control of incidents, problems and requests. Users use it easily. It has many reports that can be tailored to the needs of the company.

Nachteile

Sometimes it's a bit tricky to configure the options it has.

Vorteile

SysAid's automation of processes facilitates the interaction of both users and administrators, with features such as reports and analytics that help make decisions in near real-time.

Nachteile

The integration and parameterization to our internal processes was a bit delayed, but it left us with an important learning model.

Vorteile

Es una herramienta que ayuda al usuario en tiempo real a solucionar y dar seguimiento a nuestras necesidades de soporte informatico

Nachteile

No poder pegar captura de pantallas,,,,,,

Vorteile

The self service portal has been greatly received within the business, however, this is likely due to SysAid offering great options and configurations, as well as automation when it comes to the Self Service Portal. I have worked with a few similar tools, and SysAid offers the best in this area in my opinion. The support from the SysAid team has also been excellent, we are still improving and adding new features and the team have been supporting us at every step.

Nachteile

The software is not the most advanced when it comes to integrations with Azure/O365. However, support have been quick to release fixes or deploy new features.

Vorteile

Herramienta muy fácil de utilizar con muy buen soporte técnico

Nachteile

De momento no tengo nada negativo a reseñae. La verdad es que funciona bastante bien.

Vorteile

Sysaid's incident and request management is excellent; the service is responsive and helpful around the clock, and any issues we encounter are quickly resolved. The ease of use for both our IT staff and our end customers. It offers every feature and capability expected of an IT service management system.

Nachteile

Reports and the dashboard's interface might use some work, as could the overall presentation. The implementation may be fine-tuned to match the new designs, and new features might be added to the reports and dashboards.