SysAid – Bewertungsseite 3

Vorteile

Snellisce molto la gestione dei ticket, soprattutto quando il reparto IT ha molti collaboratori.

Nachteile

L'interfaccia potrebbe essere un po' più intuitiva ed accattivante.

Vorteile

Non riesco a trovare grossi vantaggi nell'utilizzo come utente che deve aprire un ticket.

Nachteile

Molto meno comodo che scrivere una email. Fa perdere tempo all'utente che deve aprire il ticket.

Vorteile

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.

Nachteile

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.

Vorteile

The features most impactful are the Incident management, Request management, and Problem management. I am able to create workflows and automate several other departmental workflows such that paper works are drastically reduced. Product is easy to use. And integration with my existing business process was seamless.

Nachteile

Creation of custom fields does not allow you to create a label for read only. All fields require updates!

Vorteile

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

Nachteile

-Workflow Design is powerful but has a learning curve

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus und TOPdesk

Gründe für den Wechsel zu SysAid

We had ample experience previously with SysAid and when we evaluated the alternatives. We went for the "old trustworthy" but were also surprised that everything we were looking for in the alternatives was in the latest version of the tools we already had so we upgraded to that latest version.

Vorteile

Ability to be able to use the analytic and reporting at convenience, creating your type of report weekly, daily or monthly. Spooling at ease when and how you want it .

Sysaid CX/UX is top notch for a first time user (onboarding) easy navigation

Sysaid asset lifecycle, helps with onboarding and offboarding of an employee in the business with smooth transition and great experience.

Sysaid helps with right prioritization, the impact and urgency of tickets helps both the user and process manager .

Nachteile

The chat console is not really in use, still struggles with the chat session from the administrative point of view

In Betracht gezogene Alternativen

Freshdesk

Gründe für den Wechsel zu SysAid

First Pricing, with UX and smooth navigation for user and admin

Vorteile

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.

Nachteile

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.

Vorteile

It is easy to use. No need to be doing tedious installations, and is very reliable. We use it every day, around the globe, and we don't have issues with time zones or sync.

Nachteile

What I have used so far has benn great. We need to continue to implement all the features on it.

In Betracht gezogene Alternativen

ServiceNow

Gründe für den Wechsel zu SysAid

Price and it offers all what we were looking for.

Vorteile

Molte personalizzazioni possibili. Possibile sia gestire i ticket che l’assetto dei beni aziendali che i tempi di esecuzione dei lavori

Nachteile

La personalizzazione é complessa, i menu di amministrazione sono tanti e poco intuitivi.

Vorteile

We love the ease of use for the incidents and requests.

Nachteile

The only complaint I have, is that the request building could definitely be more user friendly.

In Betracht gezogene Alternativen

Salesforce Sales Cloud

Gründe für den Wechsel zu SysAid

Price and usability

Vorteile

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.

Nachteile

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

Vorteile

Asset Management and Routing have been a good addition to our team. Being able to see what user has what connected with them in one place has been a time saver.

Nachteile

Chat feature is ok but I would like to see a better interface and possibly even a desktop app that can be auto launched on windows startup for Admins

Vorteile

I like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true.

Nachteile

Customer service is HORRID! To the point of complaints have to go to CEO of SysAid and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated.

Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO.

Vorteile

This is a really easy to use product, easily navigatable and pleasing to the eye interface

Nachteile

As an administrator, we experience lags that throw our tickets out of order, although set parameters have not been touched or changed

In Betracht gezogene Alternativen

FootPrints und ServiceNow

Warum SysAid gewählt wurde

The remedy product no longer served our purpose as a growing business

Gründe für den Wechsel zu SysAid

The ease of use, and also the price as well as its ability to meet majority of the company's needs

Vorteile

Best application with all the service desk functions. Inventory management, remote support, accurate ticket counting system, Job can assign to engineers, user feed back also we can get to same ticket after complete job. Automatically updating inventory data with user names this is working with domain controller environment.

Nachteile

Cost is bit high that is the only point I have.

Vorteile

I love the customizability in every small detail. You can craft everything to capture information exactly for your organization without missing anything.

Nachteile

I didn't like how the RDS agent on the laptops is a little bit of a hassle to install and uninstall. The RDS it self it a little bit flakey but definitely not a deal breaker. I wish the UI was more modern.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu SysAid

Pricing and deployment was much easier on SysAid, the pricing was almost 1/3rd of all the competitors for the same and more featureset

Vorteile

Fast, reliable customer support
User friendly, keep tracks of time time spent on the project and notifying other users
Email interacted keeps tracks of new updates

Nachteile

There lot of template on the admin site that you need to configure according to your company goals, you will need more knowledge on the admin site to configure according to your company specification

In Betracht gezogene Alternativen

Freshservice, SolarWinds Service Desk und JIRA Service Management

Gründe für den Wechsel zu SysAid

Company Client SysAid integration Email alert notification Project Management

Vorteile

The experience of implementing its featuers into the company system and their support whille doing it.

Nachteile

All keyboard fill out of the ticket with tab+enter. It's a feature that is promised in the future.

Vorteile

Does a great job at tracking and managing helpdesk tickets as well as your environment. Allows for multiple users which can trade off tickets. Very configurable to your requirements. The cloud-hosted version has never had an un-planned outage since we began using the product.

Nachteile

Very clunky interface, certain items do not work in Chrome certain items do not work in IE, the polling client on workstations updates every minute which results in an extremely high connection rate which throws off firewall reports (It's not mission critical every hour or two would be fine), need a lot more polish compared to other options now available, customer service is not US based and very quick to dismiss you.

Vorteile

At present, we have implemented the processes of incidents, requests, change control, knowledge base and other options that SysAid has, the implementation and configuration of these modules is completely friendly and they are adaptable to the needs that the company demands of us.

Nachteile

We continue with the problem of not being able to handle problems and projects in a friendly way, likewise our incident management department, requires us how to handle major incidents in the application, the latter as a requirement of functionality for the year 2021

Vorteile

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.

Nachteile

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.

Vorteile

The features I like most about the software is the Advanced reporting, It helps

to give detailed reports about your ticketing system as a whole,location-wise, computer assets, service

been used mostly etc. It also gives room to have full control as desired.

Nachteile

The Features that should be improved is unable to filter the customized field which is the most

the critical feature that is important.

For instance, when an additional feature is created manually separate from the original features,

it is difficult to filter. for the implementation to take place, it will fee for a professional

support as it is concluded as a project.

In Betracht gezogene Alternativen

Lansweeper

Warum SysAid gewählt wurde

It was switched because there are some features required for the operation which is not available.

Zuvor genutzte Software

Spiceworks Cloud Help Desk

Gründe für den Wechsel zu SysAid

We chose SysAid over Spiceworks, because it contains more features.

Vorteile

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

Nachteile

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.

Vorteile

What i liked moved is the incident and problem management features within SysAid.

Nachteile

The reporting capabilities and self-service portal can use an evolution.

In Betracht gezogene Alternativen

ServiceNow

Gründe für den Wechsel zu SysAid

Provided better value for the investment.

Vorteile

Todos los módulos son de un uso muy sencillo si como el producto en general, la integración con los servicios de AD, correo, etc, se adapto de forma sencilla para implementar los servicios de flujo de trabajo que tenemos dentro de la empresa.

Nachteile

No todos los módulos estan disponibles en la versión Completa, y que deberían de colocarte los al menos por un periodo para que puedas identificar las áreas que podrías automatizar con ellos.

In Betracht gezogene Alternativen

BMC Helix ITSM

Warum SysAid gewählt wurde

por la facilidad de uso y el costo

Gründe für den Wechsel zu SysAid

Costo de Implementación, costo del producto

Vorteile

We most like how easy end users can open an incident/request, we are a court and our end users are lawyers with low IT knowledge.

Nachteile

How easy you can automate the routing of the tickets!

Vorteile

It is the internal support tool of the company, it allows us to manage, monitor and solve the different problems, control of assets, tasks, etc.

Nachteile

Easy to implement and manage, in the years that we have used it, the technical support needed to apply changes has been minimal.

Vorteile

It's very user friendly and easy to Adminster

Nachteile

There are no major issues I have come across while using SysAid.

Vorteile

I like just how easy this product is to use and the ease for the end users to put in tickets. Also love that you can give certain user access to different categories depending on the admin group they are in.

Nachteile

I wish the sysaid asset management was a little more robust.

Vorteile

It is very easy to deploy and configure for starters. After implementation, es easy to start uncovering additional features

Nachteile

As the system has all features, could be expensive for Latin America markets and small business.

Vorteile

Easy to use and easy to train others to use it.

Nachteile

Customization for the site could be a lot easier.

In Betracht gezogene Alternativen

Zendesk Suite

Warum SysAid gewählt wurde

OTRS is open source and free to use but everything that is done within it needs to be scripted out and is very time consuming.

Zuvor genutzte Software

OTRS

Gründe für den Wechsel zu SysAid

Zendesk had too many features rolled into one and a high asking price.

Vorteile

SysAid sticks to our needs in the IT department. It allows us to record all events or problems with the necessary information. The monitoring is very simple and with the information that allows to generate data analysis for decision making. Asset management allows us to have a history of events as well as the support provided.

Nachteile

SysAid has many functionalities, so it is necessary to do a good analysis of what is really required and what will be used. At the moment there is nothing that we dislike with the use and management of Sysaid.

Vorteile

The ability to prioritize the needs of our customers. To be able to see messages or errors that our users experience by including a screen shot of their screen.

Nachteile

I have no answer for this - the software allows for customization of screens.

Vorteile

Clean, fast, flat, elegible, support works fine and fast

Nachteile

Some limitations on customize somes reports

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus

Warum SysAid gewählt wurde

We found that SysAid fullfill our needs

Gründe für den Wechsel zu SysAid

price, simplicity, efficiency, easy managment

Vorteile

- Routing
- Custom templates
- LDAP integration
- Self Service Portal

Nachteile

Custom fields not integrated easily on form in the self service portal once ticket is submitted
Too many details for the assets part

In Betracht gezogene Alternativen

Mojo Helpdesk und SolarWinds Service Desk

Warum SysAid gewählt wurde

Need to have more automation

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Jitbit Helpdesk

Warum SysAid gewählt wurde

Lack of capabilities in tracking, tiering, asset management, and CMDB.

Zuvor genutzte Software

Jitbit Helpdesk

Gründe für den Wechsel zu SysAid

Price and capability.

Vorteile

I loved this software, once you got beyond the intial setup, it made ticket creations, assignment, and conclusion very easy.

Clients loved being able to create tickets for issues rather than having to pick up a phone, text, or send an e-mail in hopes someone responds. Now they can quickly check the status of a ticket, add notes/screenshots, see response times, and know when work has been completed.

Customer support was very helpful, even on the free version to any questions I had.

Nachteile

Setup. Oh boy setup. This software requires a few hours of initial setup time, web server configuration, and an idea of how you want your workflow to happen.

You'll need to provide clients with a small tutorial on how to use it, but once you get over that hurdle it's easy going.

Vorteile

Hi, what I like the most about sysaid is its easy operation for users when lifting a ticket and thus solving their problem immediately, on the other hand we can take a very well organized inventory of computer accounts and the best is not as expensive as other systems from itil

Nachteile

what I dislike about sysaid is that their technical support is too bad and there is not so much information on the web,
since we recently had a migration from their system to another server and they could not help us, they took too long to contact us and when they were migrated their system was when they contacted us

Vorteile

Great features, the team behind is really helpfull and the system itself is well documented

Nachteile

sometimes the overwhelming funcionalities can be difficult to setup, but then the help is handy and at the end of the day, its managable

Vorteile

It was simple to get the cloud version up and running. We had a bit of a learning curve keeping responses to emails from creating duplicate tickets. Pushing out the agents to our desktops for asset management was very simple and is very useful. I used it frequently to ensure software compliance.

Nachteile

There are many add-on modules but compared to the cost of this system, they are rather pricey. The remote control feature built into SysAid if frustratingly slow and cumbersome. SysAid just released an add-on for TeamViewer that looks very promising but it costs for one simultaneous usage. I have rarely used tech support but when I did, it was always a call back.

Vorteile

SysAid has allowed us to increase our Support team's efficiency by leveraging KBs and the Self-Service portal.

Nachteile

It's hard to setup integrations with other software like Salesforce.

Vorteile

The Help Desk/ticketing function is very simple to use and is our most used feature. The integration with Active Directory is seamless. Asset management is simple and gives very useful information.

Nachteile

Some menu options are hard to find on the administration side. The reporting feature lacks some details. The remote control feature is less responsive than other solutions.

In Betracht gezogene Alternativen

ServiceNow

Warum SysAid gewählt wurde

Loss of lead programmer

Vorteile

We can easily provide a support service thanks to SysAid. The self-service portal significantly contributes to the creation of a central support center where our end users can ask for additional assistance or access a variety of pre-populated self-support resources. Our overall experience with SysAid's support team and the product itself has been excellent.

Nachteile

Expand the definitions of protocols that allow easier access and good work

Vorteile

Sysaid has some of the best back end reporting of any ticket system I have worked with. Colorful graphs by department or individual that report on open tickets, time to close the ticket and so many other helpful reports

Nachteile

Does not have as much user guidance as other software in this space. The templates are text only and it does not include automated workflows.

Vorteile

tracking of tickets and issues are simple.
centralized hub. I can send messages and update my tickets from one location
I like the live chat feature as well
the auto notifications make my life easier as well

Nachteile

I cant think of an element i do not like.

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus und Zendesk Suite

Gründe für den Wechsel zu SysAid

cost was competitive features provided were superior in comparison to the competition

Vorteile

No need for multiple tools and softwares anymore as SysAid has all essencials in one service desk. Easy to use and friendly. Lots of 3rd parties integrations available, such as Teamviewer, Office365, Sap and much more.

Nachteile

I like everything as is completely customizable and automated, maybe like less that the integration with softwares like Sap required a special coding and configuration but fully understand as it was based on our needs which is amazing to have the option to customize according to our requirements and needs. There are tons of softwares that dont offer this and only what it comes by default , out of the box.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu SysAid

Because has all essencials in one service desk, place, no need for multiple tools, all in one. Inexpensive , easy to configure, use and very friendly tool.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

ServiceNow Customer Service Management und ManageEngine ServiceDesk Plus

Warum SysAid gewählt wurde

No longer fulfilled our growing list of requirements.

Zuvor genutzte Software

ServiceNow Customer Service Management und ManageEngine ServiceDesk Plus

Gründe für den Wechsel zu SysAid

Cost and Versatility

Vorteile

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.

Nachteile

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

Vorteile

I like most how easy it is to work on a ticket and then re-assign it to someone else. When someone gets a ticket, it's easy to see the history of what has happened the sysaid breaks down all the information of each ticket so that it's easy to follow.

Nachteile

The feature I like least is the e-mail notification. Whenever any new activity happens on a ticket, you get an email notification and this sounds like a good idea on the surface. But the problem comes when get tons of unneeded email. For example, I will close out a ticket (and get a message that the ticket is closed). Then, if the user responds to say thank you, it opens the ticket again (and sends another message to me). If I get the thank you not the next day and close out again, but that user is now out of the office and has an auto-reply turned on, the auto-reply triggers the ticket to re-open again - and send me another message that this has happened. I have literally struggled for days on end to close of ticket because of stuff like this.