SysAid

Avantages

The ease of managing helpdesk incidents and accountability that goes along with this

Inconvénients

Lack of flexibility on editing end user submission form

Avantages

SysAid has helped me manage the incidents and log incidents efforlessly
using various channels like email, the self-service portal, or directly reaching out to the staff which made reporting issues quick and hassle-free.

Inconvénients

They do not have free trial for a long time with timited features.

Avantages

Creating tickets are incredibly easy, they automatically route to the proper OT contact.

Inconvénients

Sometimes it's hard to find the right category, they filter out sub categories based on previous options. No search available.

Avantages

Easy to use and intuitive interface. Excellent ticket management. Saves time and keeps things organized.

Inconvénients

Reporting features could be more robust. Mobile app could use some improvement in terms of functionality and speed.

Avantages

It is very intuitive to use and customize with our solutions

Inconvénients

I haven't found any aspect that i din't like it

Avantages

Extremely customizable platform with lots of integrations

Inconvénients

Deploying of the agent has been troublesome sometimes

Avantages

Es muy facil de implementar y se adapta a la medida a los requerimientos que necesite la empresa.

Inconvénients

Puede mejorar implementando mas herramientas para automatizacion de diversas areas.

Avantages

Me gusto mucho su portal de autoservicio es muy intuitivo y facil de utilizar.

Inconvénients

Su personalizacion es algo tediosa, por lo que es necesario revisar varias veces antes de culminar con la tarea.

Avantages

I like how you can search for tickets either by number or by customer name and find out all details relating to the customer and who is working on the ticket at all times. We also use SysAid to enter all details in our hosting environment, i.e. user name, email address, login info and server customer is using. We an easily track all details for our hosting environment on one screen.

Inconvénients

I do wish that all windows had the same criteria for searching customer names.

Avantages

A facilidade e a rapidez do atendimento da matriz quando ocorre de ter dúvidas

Inconvénients

Documentação acho que poderia ser mais atualizada e as versões deveriam atualizar mais vezes

Avantages

sysaid is the best customer management application, I like the ability to issue clients references and follow up through the system to unsolved cases makes it fine for me. It's so easy to use and manage

Inconvénients

the application is not mobile device compatible this limits other user to use it

Avantages

, really impressed how useful and functional this soft. Still discovering new functions, 10 of 10.

Inconvénients

All good, cant complain, a bit complicated, but that's great, many toys )

Avantages

The ease to customize, implement and manage it.

Inconvénients

The capacity to create new custom notifications.

Avantages

The customer support if phenomenal. They are quick to respond, friendly and quick to resolve.

Inconvénients

A little difficult to use for the average user

Avantages

It's easier to use and customize with a good look and feel.

Inconvénients

Only the support in Spanish althoug is not impediment for my case.

Alternatives envisagées 

EV Service Manager

Pourquoi choisir SysAid 

Because HubSpot didn't meet our needs.

Logiciel antérieur 

HubSpot CRM

Pourquoi passer à SysAid

Solution complete.

Avantages

So far our experience with SysAid has been very smooth. We've had some issues but the tech support team is very fast to find the problem and the solution.Very happy with them.

Inconvénients

I would love to be able to filter my tickets easier.Have more options in general over how I see my tickets.

Avantages

SysAid provide us at efficient flow to incidents reports by the users and IT team. Our users can connect witch us ease and received a great service.

Inconvénients

The dashboard customize can have more improve.

Avantages

SysAid shines in its incident and request management, demonstrating efficiency, ease of use, and the ability to streamline internal processes for IT and Facilities.

Inconvénients

SysAid falls short in the area of mobile user experience, lackluster interface design, and a somewhat underwhelming support service.

Avantages

I find the product easy to use and easy to train others on for ticketing

Inconvénients

Learning what others have created is a challenge. It took a little to figure out the protocols for creating templates

Avantages

Es una herramienta que ayuda al usuario en tiempo real a solucionar y dar seguimiento a nuestras necesidades de soporte informatico

Inconvénients

No poder pegar captura de pantallas,,,,,,

Avantages

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.

Inconvénients

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.

Avantages

It has very good tools to carry out the control of incidents, problems and requests. Users use it easily. It has many reports that can be tailored to the needs of the company.

Inconvénients

Sometimes it's a bit tricky to configure the options it has.

Avantages

The user-friendly design and all of the features are accessible. has many choices for both administrator and end-user users, dedicated support, and is in line with the newest technology. The ease of use for both our end users and the IT administration staff. The system has all the features and capabilities required in an ITSM application. The new self-service site is excellent with Incredible customization when it comes to ticket templates. you to build as many categories as necessary to suit your needs.

Inconvénients

The dashboard, reporting, and design should all be enhanced. Further features may be added to reports and dashboards, and the build could be modified to conform to the new designs. The user interface gives off the impression that a fresh, contemporary style is being implemented. The patterns and styles of several pages vary. The product uses three or four distinct designs overall.

Avantages

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.

Inconvénients

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.

Avantages

SysAid is so easy to setup and, right out of the box, guides you through an easy installation process (we use the on-prem version) Our end users interact positively with a well designed web GUI and local system agent. The green desktop icon is our 'go to' for support and certainly plays a big part in our support service offering.

Inconvénients

Minor things really, we've used this software for a while now and grown as a support service with it. With regard to upgrade paths, we'd like to see a single 'rollup' upgrade rather than incremental patches as this would help to reduce our downtime. Some further customizations (branding) to the GUI would also be great, different themes for instance.

Avantages

The features most impactful are the Incident management, Request management, and Problem management. I am able to create workflows and automate several other departmental workflows such that paper works are drastically reduced. Product is easy to use. And integration with my existing business process was seamless.

Inconvénients

Creation of custom fields does not allow you to create a label for read only. All fields require updates!

Avantages

-Ticket registration and tracking
-Workflow management
-Self-Service portal
-Reporting and Feed-back/Notification
-ITIL-Compliant
-Flexible and Customizable

Inconvénients

-Workflow Design is powerful but has a learning curve

Alternatives envisagées 

TOPdesk

Pourquoi passer à 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.

Avantages

Ability to be able to use the analytic and reporting at convenience, creating your type of report weekly, daily or monthly. Spooling at ease when and how you want it .

Sysaid CX/UX is top notch for a first time user (onboarding) easy navigation

Sysaid asset lifecycle, helps with onboarding and offboarding of an employee in the business with smooth transition and great experience.

Sysaid helps with right prioritization, the impact and urgency of tickets helps both the user and process manager .

Inconvénients

The chat console is not really in use, still struggles with the chat session from the administrative point of view

Alternatives envisagées 

Freshdesk

Pourquoi passer à SysAid

First Pricing, with UX and smooth navigation for user and admin

Avantages

We like SysAid because of it's flexibility in design. We are easily able to create new forms and templates for different kinds of tickets and as such were able to roll out SysAid to our entire company and it is now utilized by every department in our company. We love the workflow features and that we are able to incorporate data from our active directory infrastructure to be able to identify end users and their departments or managers. We are very happy with our ability to modify and maintain escalation rules. Because the system is operating on Microsoft SQL Server we have been able to very successfully use SQL Reporting Services to generate very robust reports to provide our management teams with metric data that was previously unavailable.

Inconvénients

Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we don't want them all to have the power to change our system configuration. So it lacks foresight that a feature like that would require the keys to the house to be able to use. The same thing goes for designing templates. There is a security role to be able to modify and design templates, but you cannot create custom fields and new lists with that role, so users cannot complete the designing of their forms without having been given the SysAid Admin role which is more power than we want them to have over the system. This leads to unforeseen problems where departments admins start making changes to the system without knowing that the change does not only affect them or their department. Canned reporting is not great. Even the custom reporting feature is not good.

Avantages

It is easy to use. No need to be doing tedious installations, and is very reliable. We use it every day, around the globe, and we don't have issues with time zones or sync.

Inconvénients

What I have used so far has benn great. We need to continue to implement all the features on it.

Alternatives envisagées 

ServiceNow

Pourquoi passer à SysAid

Price and it offers all what we were looking for.

Avantages

SysAid's automation of processes facilitates the interaction of both users and administrators, with features such as reports and analytics that help make decisions in near real-time.

Inconvénients

The integration and parameterization to our internal processes was a bit delayed, but it left us with an important learning model.

Avantages

We love the ease of use for the incidents and requests.

Inconvénients

The only complaint I have, is that the request building could definitely be more user friendly.

Alternatives envisagées 

Salesforce Sales Cloud

Pourquoi passer à SysAid

Price and usability

Avantages

Due to the help offered by Sysaid, it was easy to get the solution configured to our needs. If needed, we could have given them our requirements and they would have configured it for us. I like to learn a solution by doing the config myself, so just relied on them to point me in the right direction as and when needed. I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent. On the surface it looks quite simple but when you dig into the admin settings, it has a lot of powerful features that make it very customizable.

Inconvénients

Rendering email in the ticket was clumsy but has improved recently. It is perfectly useable but others do it better.

Avantages

Asset Management and Routing have been a good addition to our team. Being able to see what user has what connected with them in one place has been a time saver.

Inconvénients

Chat feature is ok but I would like to see a better interface and possibly even a desktop app that can be auto launched on windows startup for Admins

Avantages

The self service portal has been greatly received within the business, however, this is likely due to SysAid offering great options and configurations, as well as automation when it comes to the Self Service Portal. I have worked with a few similar tools, and SysAid offers the best in this area in my opinion. The support from the SysAid team has also been excellent, we are still improving and adding new features and the team have been supporting us at every step.

Inconvénients

The software is not the most advanced when it comes to integrations with Azure/O365. However, support have been quick to release fixes or deploy new features.

Avantages

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.

Inconvénients

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.

Avantages

This is a really easy to use product, easily navigatable and pleasing to the eye interface

Inconvénients

As an administrator, we experience lags that throw our tickets out of order, although set parameters have not been touched or changed

Alternatives envisagées 

FootPrints et ServiceNow

Pourquoi choisir SysAid 

The remedy product no longer served our purpose as a growing business

Pourquoi passer à SysAid

The ease of use, and also the price as well as its ability to meet majority of the company's needs

Avantages

Best application with all the service desk functions. Inventory management, remote support, accurate ticket counting system, Job can assign to engineers, user feed back also we can get to same ticket after complete job. Automatically updating inventory data with user names this is working with domain controller environment.

Inconvénients

Cost is bit high that is the only point I have.

Avantages

I love the customizability in every small detail. You can craft everything to capture information exactly for your organization without missing anything.

Inconvénients

I didn't like how the RDS agent on the laptops is a little bit of a hassle to install and uninstall. The RDS it self it a little bit flakey but definitely not a deal breaker. I wish the UI was more modern.

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à SysAid

Pricing and deployment was much easier on SysAid, the pricing was almost 1/3rd of all the competitors for the same and more featureset

Avantages

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

Inconvénients

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

Alternatives envisagées 

Freshservice et JIRA Service Management

Pourquoi passer à SysAid

Company Client SysAid integration Email alert notification Project Management

Avantages

The experience of implementing its featuers into the company system and their support whille doing it.

Inconvénients

All keyboard fill out of the ticket with tab+enter. It's a feature that is promised in the future.

Avantages

Does a great job at tracking and managing helpdesk tickets as well as your environment. Allows for multiple users which can trade off tickets. Very configurable to your requirements. The cloud-hosted version has never had an un-planned outage since we began using the product.

Inconvénients

Very clunky interface, certain items do not work in Chrome certain items do not work in IE, the polling client on workstations updates every minute which results in an extremely high connection rate which throws off firewall reports (It's not mission critical every hour or two would be fine), need a lot more polish compared to other options now available, customer service is not US based and very quick to dismiss you.

Avantages

At present, we have implemented the processes of incidents, requests, change control, knowledge base and other options that SysAid has, the implementation and configuration of these modules is completely friendly and they are adaptable to the needs that the company demands of us.

Inconvénients

We continue with the problem of not being able to handle problems and projects in a friendly way, likewise our incident management department, requires us how to handle major incidents in the application, the latter as a requirement of functionality for the year 2021

Avantages

SysAid offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased.

Inconvénients

Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

Avantages

The features I like most about the software is the Advanced reporting, It helps

to give detailed reports about your ticketing system as a whole,location-wise, computer assets, service

been used mostly etc. It also gives room to have full control as desired.

Inconvénients

The Features that should be improved is unable to filter the customized field which is the most

the critical feature that is important.

For instance, when an additional feature is created manually separate from the original features,

it is difficult to filter. for the implementation to take place, it will fee for a professional

support as it is concluded as a project.

Alternatives envisagées 

Lansweeper

Pourquoi choisir SysAid 

It was switched because there are some features required for the operation which is not available.

Logiciel antérieur 

Spiceworks Cloud Help Desk

Pourquoi passer à SysAid

We chose SysAid over Spiceworks, because it contains more features.

Avantages

The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.

Inconvénients

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.

Avantages

What i liked moved is the incident and problem management features within SysAid.

Inconvénients

The reporting capabilities and self-service portal can use an evolution.

Alternatives envisagées 

ServiceNow

Pourquoi passer à SysAid

Provided better value for the investment.

Avantages

Todos los módulos son de un uso muy sencillo si como el producto en general, la integración con los servicios de AD, correo, etc, se adapto de forma sencilla para implementar los servicios de flujo de trabajo que tenemos dentro de la empresa.

Inconvénients

No todos los módulos estan disponibles en la versión Completa, y que deberían de colocarte los al menos por un periodo para que puedas identificar las áreas que podrías automatizar con ellos.

Avantages

We most like how easy end users can open an incident/request, we are a court and our end users are lawyers with low IT knowledge.

Inconvénients

How easy you can automate the routing of the tickets!