SysAid

Avantages

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

Inconvénients

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

Alternatives envisagées 

Pourquoi choisir SysAid 

Pourquoi passer à SysAid

Avantages

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

Inconvénients

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

Avantages

The SysAid's application is great at managing the work load of the team i work in it better organize specifically what task are meant for which individual.

Inconvénients

SysAid's GUI can be at times very hard to navigate and sometime to cluttered it also looks dated compared to other helpdesk application.

Alternatives envisagées 

Pourquoi passer à SysAid

Avantages

Application itself is not bad,it works well from time to time

Inconvénients

Technical support is below any professional standard

Avantages

Straight forward easy to configure inhouse without the need for a third-party expertise, including the workflow designer for Change management, making it easy to ensure each step is taken in the change process.

Inconvénients

Admin Group Privacy - Right now, regardless of how you configure the admin groups, it is not possible to ensure that one group mis not able to see members of the other group, including their tickets.

Alternatives envisagées 

Pourquoi passer à SysAid

Avantages

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

Inconvénients

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

Alternatives envisagées 

Pourquoi passer à SysAid

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

Ticketing system is easy to use and and very useful in terms of organization and disbursement of tickets

Inconvénients

The GUI looks a bit cluttered when there is alot of tickets

Avantages

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

Inconvénients

The only dislike about sysaid is its not well organized

Avantages

Simple to create email rules to improve ticket management, for example the system can pick up on certain text within a logged ticket, it can then update category codes and assign certain templates to certain teams, this saves time and improves efficiency, sending certain tickets to the right people as soon as the ticket is logged.
The availability of work flows saving repetition of manual tasks and time for the Helpdesk to complete.
Sysaid can link with AD ensuring contacts are up to date and accurate, previously adding contacts was a manual task

Inconvénients

The user interface is slightly dated, to review multiple messages in a ticket, you have to click on each e-mail to review the comms, this can be laborious.
The ability to have multiple reports of your choosing on 1 single cluster report is not available

Avantages

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.

Inconvénients

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.

Avantages

Simplicity of their IU and the smoothness is one of the highlights that I really like about sysaid

Inconvénients

Their IU is out modes and needs a lot of features too as well

Avantages

We currently use their Ticketing system which I find extremely easy to use and I love the fact they also have additional add-ons you can use from within this software such as Automate Joe, something we are looking to implement as part of our leavers process. The company itself are very professional and knowledgeable and we have built up a good relationship with certain individuals and the business itself. I would definitely recommend SysAid.

Inconvénients

This isnt really a dislike but I would not of known about Automate Joe if I hadn't of been snooping around within the Ticketing system, wondering what it was.

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

Functions are well organized and easy to implement.

Inconvénients

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