SysAid Erfahrungen

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.

Vorteile

Very inclusive in terms of default criteria that's been setup within admin settings. Relatively simple to use and simple to learn.

Nachteile

Not really a dislike towards SysAid itself, but it's definitely tailored towards bigger teams/organisations. We're only a small team so we don't really use its full functionality at times.

Vorteile

Excellent customer service - both responsive and knowledgeable
Importing users from AD makes administration easier

Nachteile

The reporting functionality needs improvement - should be easier to create ad hoc reports

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

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

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

very good helpdesk ticketing system and inventory as well

Nachteile

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

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

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

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

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

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

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

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

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

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

InvGate Service Desk und EV Service Manager

Warum SysAid gewählt wurde

Because HubSpot didn't meet our needs.

Zuvor genutzte Software

HubSpot CRM

Gründe für den Wechsel zu SysAid

Solution complete.

Vorteile

Ease of use. Workflow capabilities are great. Easy to setup new groups, categories, ect.

Nachteile

Reporting functions are getting better but still in progress.

In Betracht gezogene Alternativen

InvGate Service Desk

Warum SysAid gewählt wurde

Needed something global

Gründe für den Wechsel zu SysAid

People and easier configuration

Vorteile

It has so many features included with the product. It's very easy and intuitive to use. It has all the tech ops tools I need under one roof. We're changing the way our entire business functions with an IT tool.

Nachteile

Setting up incident management is easy. Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me. It's easy to see everything it can do and use cases. The challenge is putting all the thoughts into logic to make it happen.

Vorteile

We implemented SysAid for our ticket and asset management system. SysAid is nothing but a great system which can improve productivity drastically. The thing I like most about the system is that the varieties in which it could be molded depending on customers needs. I will definitely suggest SysAid.

Nachteile

I have not come across any cons until now.

In Betracht gezogene Alternativen

SolarWinds Service Desk

Warum SysAid gewählt wurde

Limited functionality.

Zuvor genutzte Software

SolarWinds Service Desk

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

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.

Nachteile

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

In Betracht gezogene Alternativen

ServiceNow Customer Service Management und Jira

Gründe für den Wechsel zu SysAid

That is the software that the users chose

Vorteile

If you come from XLS or a homemade ITSM took, this software does the job. It integrates with AD and the user portal is simple enough.

Nachteile

Overall the management of the tool is not very friendly. The design and configuration of the workflows is conversom. The management reporting is old looking and can't be configured as you like. For instance, you are limited to six indicators for the management panel and you only can pick the indicators available in the shapes presented. It has simple things that are very anoying, such as the filters in the lists that stay with you from session to session and can´t be removed with one click. Migrating incidents to problems is not easy. Managing Massive incidents is less than intuitive, navigation between tkts is not great, but perhaps the worst is that admins and users can not be grouped together.

Vorteile

SysAid has been instrumental in unifying the ticket and request workflows. Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive. We consider them a strong ally in assuring that our IT departments can provide the best service to our teammates.

Nachteile

SysAid is a resolutely stable system. It does everything its advertised as doing in a feature rich and robust manner. If I had to pick a critique its more along the lines of evolutionary. SysAid's features and visuals are currently being updated. This process is conducted in a manner as to not cause issues with various parts of the system. The consequence of this are various applications of a component in different manners in different "subsystems". This is smart on the company's part as it does not disturb any functionality of the overall system. For back-end administrator's, this transition can take adjustment as you jump from configuring various features. These changes are seamless in application for end users and administrators.

Vorteile

Ease for translate to diferent language. Sory but that is only thing which come to my mind for the pros.

Nachteile

Old fashion design / tehnology. Poor browser support. There is no suppport for copy/paste. There is almost no developnent of new features and / or use of new tehnologies (like HTML5 etc). Slow tehnical support. Look's like unfinished product.