SysAid

Avantages

Reporting, Analytic and performance review

Inconvénients

The Complexity. Sometimes, it's difficult to find some features

Avantages

I most appreciate SysAid’s automated ticket routing and prioritization, which streamline our support processes and ensure efficient handling of requests. The comprehensive self-service portal also stands out for empowering users to solve common issues independently.

Inconvénients

I liked least SysAid’s limited customization options, which restrict how we can tailor the platform to fit specific organizational needs. Additionally, the complexity involved in integrating SysAid with other systems often requires significant effort and additional support.

Alternatives envisagées 

ServiceNow Customer Service Management

Pourquoi passer à SysAid

We chose SysAid for its strong automation features and user-friendly interface, which promised to streamline our ticket management and improve efficiency. Additionally, its comprehensive self-service portal and asset management capabilities aligned well with our operational needs.

Avantages

What I liked most about SysAid is its strong capabilities in asset management and workflows, particularly how it effectively tracks and manages IT assets by linking Configuration Items (CIs) together. Additionally, the automated workflows for purchase requisitions and work order transitions are highly efficient, allowing tasks to flow seamlessly between team members.

Inconvénients

What I liked least about SysAid is the user interface (UI), especially within the workflows and Admin Portal, which lacks simplicity and could benefit from a more intuitive design. Additionally, the Self-Service Portal has had recurring issues, particularly with the password reset function not working as intended.

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

SysAid is perfect when it comes to ticket management.
Creating ticket is simple, list of options is pretty well managed, category pick up is also very solid. End users are using Self service portal as both communication tool and also self support tool. Users are also using options as knowledge base/ support chatbot. Overall it reduced many simpler problems which users experienced. Simple things can be resolved by end users so IT can focus more on other tickets.

Inconvénients

SysAid have small bugs like login page error or scenario when you are creating ticket and you click on other tab it can freeze and you wont be able to pick category as it will go blank. Or in some scenarios the SysAid page randomly refresh and your ticket is gone.

Avantages

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.

Inconvénients

There is more room for improvement on the software product module

Alternatives envisagées 

ServiceNow

Pourquoi choisir SysAid 

cost of license was expensive and we needed some additional features like CMDB

Logiciel antérieur 

Remedyforce

Pourquoi passer à SysAid

cost was better than others when we compared

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

Easy of use
Ability to customise the language within the system
Escalation rules

Inconvénients

As a user daily user of SysAid theres nothing that i dont like about the product

Avantages

ease of use, patch management, remote support and asset tracking. SysAid's support is second to none

Inconvénients

I have nothing bad to say about their product, it does everything that I need

Alternatives envisagées 

Zendesk Suite

Pourquoi choisir SysAid 

spiceworks was more expensive and did not have the functionality I was looking for

Logiciel antérieur 

Spiceworks Cloud Help Desk

Pourquoi passer à SysAid

easier to use, cost and functionality of the product

Avantages

It is less complicated and convenient to use

Inconvénients

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

Avantages

Customizations and readily available support

Inconvénients

The mobile app has received criticism for being less functional and not as polished as the desktop version. Users have reported it to be slow and lacking essential 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

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

Inconvénients

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.

Alternatives envisagées 

Halo Service Desk, ServiceNow et Zendesk Suite

Pourquoi choisir SysAid 

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

Logiciel antérieur 

ManageEngine Endpoint Central

Pourquoi passer à SysAid

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

Avantages

It is user friendly and not to expensive to get a license.

Inconvénients

It happens that it has downtimes.
But that is quickly handled but the team .

Avantages

1. Communication with End Users with Email Integration
2. Ticket management (Ticket routing, Status Updates etc)
3. Ticket Administration (Reports, Surveys etc)

Inconvénients

1. UI is pretty Old
2. There are some issues with the email-sending feature where even an extra comma in the addresses would show the message not sent but still the message will be sent which the sender will be unaware of.
3. List views in SysAid automatically refreshes which makes me lose all the filters which is really frustrating to be honest.

Alternatives envisagées 

Jira

Pourquoi passer à SysAid

JIRA is good for managing Sprints but SysAid is quite easy to use and manage the tickets.

Avantages

AI's ability to reference Company Documents.

Inconvénients

To many bugs in the system
Non-HTML email system

Alternatives envisagées 

Freshdesk

Pourquoi choisir SysAid 

cost change

Logiciel antérieur 

Freshdesk

Pourquoi passer à SysAid

innovation .

Avantages

It is one of the most user-friendly tools I know, its performance is optimal and it covers most of our company's needs.

Inconvénients

There is almost nothing much to say about the cons, since there are very few faults or missing elements that can be found, perhaps one of the problems is the remote connection, which is very slow.

Avantages

Simple dashboards and easy to implement workflows with some out-of-box examples

Inconvénients

Activities and Billable module are one of the points that need to be improved

Avantages

Customer care and support , quick response.

Inconvénients

End user interface , New enhancement take ages to implement.

Avantages

Ease of use for End Users. Self-Service Portal is easier for end user to navigate. Auto categorization of tickets and workflows.

Inconvénients

Reporting, but improvements are coming next year.
Lack of RRM.

Avantages

Routing features, workflows, AI chatbot, ticket management

Inconvénients

The built in reports are a little challenging.

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

SysAid is easy to use and easy to integrate.

Inconvénients

There is definitely some aspects missing, like the ability to merge tickets. Often times an widespread issue occurs and 30 tickets come in. Tickets have to be deleted or closed, which inflates ticket volume.

Alternatives envisagées 

Spiceworks Cloud Help Desk

Pourquoi passer à SysAid

Better support level

Avantages

Sys-Aid was easy to configure and allowed us to customize to exactly what we needed for our Help Desk Tickets. It allows us to track fields, build reports, have built in approval workflows. It helped to reduce manual tracking of approvals for requests.

Inconvénients

Building in some of the New Hire and Separation workflows got a little complicated. Once we upgraded to a newer version, the workflow automation help was much clearer and helped us to get workflows built.

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

the practicality of handling tickets where analysts have several tools available in the form to use, in conversation with the user they can send notes on the ticket or send an email to the user, messages that reach the user instantly , and in the analyst's activities part he can detail the steps he took on that ticket, everything is very detailed and the history is saved.

Inconvénients

We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc...

Avantages

Various abilities of tracking tickets, easily being able to edit and create reports showcasing various things and Customer service

Inconvénients

I have no complaints yet about Sysaid. Only thing Is if the projects were easier to manage and edit, as well as having access to more asset management abilities

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Vision Helpdesk

Pourquoi passer à SysAid

Financial and customization was the biggest issues with Helpdesk

Avantages

Great helpdesk ticketing system for small businesses.

Inconvénients

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

Avantages

It allows administrators to customize ticket templates depending on the requirements for ticket resolution.

Inconvénients

Does not have some of the basic features in designing a template (radio button).

Avantages

a complete ticketing system that can be used in many fields.

Inconvénients

most of its services are not included in the main package.

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

The user-friendliness of the product is really good.

Very easy to create the workflows and easy to customize the workflows.

We can easily manage our incidents, requests, problems, assets, etc... and the support of SysAid customer care service is very much appreciated.

Inconvénients

The pricing of the SysAid is a little bit higher when compared to the other products.

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

Permite organizar las solicitudes de soporte o requerimientos permitiendo priorizar las actividades

Inconvénients

no poder generar reportes personalizados de los CMDB

Avantages

The platform's pre-built functionality is excellent for handling support tickets, and it's highly customizable to fit any organization's specific requirements. Having the option to make your own folders and processes is quite useful.

Inconvénients

There are so many settings and options to configure in this program that we often find ourselves lost. There can be post-update issues on occasion. Since I only have 5 administrators and the bare minimum license, I can't generate nearly enough reports.

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

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

Dashboard showing progress of open tickets
Ticket tracking

Inconvénients

Lack of proper formatted email
Lack of Approval process for Employee Provisioning
Lack of choosing an option 3 without choosing options 1 and 2. Should select those options off of the last option chosen.

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 customizable dashboard and ITIL tools make managing tickets and assets a breeze. Saves me a lot of time and hassle

Inconvénients

The reporting features could be more user-friendly. It takes some time to get used to and create the reports I need

Avantages

It checked all the boxes and it was easy to implement. Great support during and after the implementation.

Inconvénients

Modifying the front end is a bit restricted.

Avantages

very good helpdesk ticketing system and inventory as well

Inconvénients

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

Avantages

It is very user-friendly and easy to use.

Inconvénients

It can get confusing sometimes with picking out the right option.

Avantages

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

Inconvénients

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

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 

Freshservice et HaloPSA

Pourquoi choisir SysAid 

We needed more features and better support.

Logiciel antérieur 

Spiceworks Cloud Help Desk

Pourquoi passer à SysAid

Better value for money for the features packaged.

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.

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.