SysAid

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

Knowledge Base
Customization of workflows, categories, SSP, pretty much anything.
Work Flows
Patch Management
Reporting feature
Asset Management
Integration of Azure, Teams Chat bot, Power BI

Nachteile

The Remote Control feature is a bit wonky and needs updating.
We also discovered that Merging ticketing may be easy, but the updating of the categories for those tickets is not automatic. That is not a huge deal since we really do not merge many tickets.

In Betracht gezogene Alternativen

Halo Service Desk, ServiceNow und Zendesk Suite

Warum SysAid gewählt wurde

We needed more functionality then what was offered in our previous software.

Zuvor genutzte Software

ManageEngine Endpoint Central

Gründe für den Wechsel zu SysAid

SysAid gave us what we were looking for and at a fraction of the cost as the others.

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

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

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