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

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

AI's ability to reference Company Documents.

Inconvénients

To many bugs in the system
Non-HTML email system

Alternatives envisagées 

Pourquoi choisir SysAid 

Logiciel antérieur 

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

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

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

What I like most about SysAid is the ease it offers in configuring categories, SLAs, and routing. It is a user-friendly tool that integrates very well with Active Directory.

Inconvénients

They don't have much support in Spanish.

Avantages

It is one of the best ITSM tool available in the market with better pricing. It has all the recent integrations like AI, chatbot, & it also works well with Teams.

Inconvénients

There is a limitation for non IT departments & the app is not compatible with mobile,. The training to users may require signification time to adapt to the system features.

Avantages

I think our favorite part about SysAid is the SysAid CoPilot, although it has taken some time for our users to catch one, having the app integrated in Microsoft Teams has been a game changer for our users

Inconvénients

I think so far asset management, we use several products and none of them do exactly what we want them to do. They are starting to make improvements but, still missing some key features we would need.

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

The MS Teams chat bot allowing users to raise tickets directly in a Teams chat.

Inconvénients

There are still a few bugs but these are being worked on. Sometimes entering data can be time consuming as there are not always ways to do it in a batch.

Avantages

It's very easy to setup and getting up and running was quick. The support from Sysaid and the tech enablement sessions were outstanding.

Inconvénients

Nothing stands out. We found everything so good.

Alternatives envisagées 

Pourquoi choisir SysAid 

Logiciel antérieur 

Pourquoi passer à SysAid

Avantages

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

Inconvénients

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.

Avantages

the simplicity of the tool, easy to implement

Inconvénients

Sysaid can be implemented for other processes, it would be good for the mail response account to have another mailbox

Avantages

It is less complicated and convenient to use

Inconvénients

Its slow sometimes and certain bugs disrupt services once in a while

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

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

SysAid is user friendly. The interface is easily understood by all.. it also allows for customizations.
After sales support is superb!

Inconvénients

Sysaid is occasionally not available. But that rarely happens

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

Great helpdesk ticketing system for small businesses.

Inconvénients

Nothing. Only reason we left is for cost cutting purposes.

Avantages

The ticketing system is excellent for tracking and resolving IT issues quickly.

Inconvénients

The mobile app could use some improvement for better usability on the go.

Avantages

very good helpdesk ticketing system and inventory as well

Inconvénients

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

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.