SysAid Erfahrungen

ITIL Compliant ServiceDesk System with user-friendly self-service portal

Kommentare: SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).

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.

Great Addition to our Service Desk

Kommentare: Implementation went pretty well for us, we did not have a ton of customizations needed before go live so that made it easy as well. However we did use the customization features for the SSP after go live to revamp what we did create. As well as the work flows, this comes in handy so much for purchasing and access approvals.

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.

Does the basics

Kommentare: It works better than some other ticket systems I've used in the past, but it also works worse than others. I'd put in the middle of the road for Ticketing Systems.

Vorteile:

SysAid is easy to use and easy to integrate.

Nachteile:

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.

In Betracht gezogene Alternativen: Spiceworks

Gründe für den Wechsel zu SysAid: Better support level

Fantastic SysAid

Kommentare: It has been a great journey using SysAid since 2019. We have always had a good understanding and agreement for each request we submit.

Vorteile:

I like the workflows and the BI Analytics. With the workflows, we have been able to build processes for some support teams in resolving issues. Same workflows has helped streamlined our change approval process. With the approval process in place in SysAid, we no longer face audit exceptions on no approval was obtained from a stakeholder before CAB. Service Review meetings has been more insigtful with the use of the BI Analytics to provide data for tickets resolved by each support team , as well as review tickets pending and aging.

Nachteile:

I do not like the fact that the Knowledge base management cannot give a comprehensive report on usage. They are only show most viewed articles based on a cumulative count of viewers.

In Betracht gezogene Alternativen: ServiceNow

Gründe für den Wechsel zu SysAid: The product suited our budget and it has proven that it worth buying.

Sys-Aid

Kommentare: Using Sys-Aid has been easy and overall a great experience.

Vorteile:

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.

Nachteile:

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.

Sysaid review

Kommentare: The UX is not great. Especially on the admin and configuration side. Overall it has all the building blocks needed to bring processes to a higher level

Vorteile:

Many out of the box functionalities and great costumer support

Nachteile:

The UX is not great. Especially on the admin and configuration side.

In Betracht gezogene Alternativen: Redmine und ManageEngine ServiceDesk Plus

Warum SysAid gewählt wurde: No support, difficult to configure, very static program, does not evolve the process

Zuvor genutzte Software: Redmine

Gründe für den Wechsel zu SysAid: ITSM management and workflows and great help desk functionalities.

SysAid - The Lion King Of Ticket Managment

Kommentare: Pretty Good with managing and working on tickets. However there can be some improvements in the UI level. Hope you guys work into that. Thanks!

Vorteile:

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

Nachteile:

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.

In Betracht gezogene Alternativen: Jira

Gründe für den Wechsel zu SysAid: JIRA is good for managing Sprints but SysAid is quite easy to use and manage the tickets.

Great, streamlined product which does what we need it to do.

Kommentare: SysAid has been almost the perfect product for us so far. Its done all we need it to do. We use the MS Teams chat bot heavily and that works very well.

Vorteile:

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

Nachteile:

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.

We're loving SysAid

Kommentare: We're loving SysAid. From the first contact we had, all the way to implementation, we had a great experience.

Vorteile:

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

Nachteile:

Modifying the front end is a bit restricted.

Best Tool for Ticket Management

Kommentare: Pleasant to work with, keep track of issues and escalations

Vorteile:

Built in email feature that allows you to send mail to requesters or support teams without having to open your mailing software.

Nachteile:

Spooling of reports can sometimes be hectic due to the size of data

The Impact of SysAid

Kommentare: My overall experience on SysAid has been awesome, however, there are some challenges been faced during usage. If one is not technically sound, it will be difficult to manage as an Administrator without the consent of the professional support, but however, there is a user-guide to help.

Vorteile:

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.

Nachteile:

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.

In Betracht gezogene Alternativen: SapphireIMS und Lansweeper

Warum SysAid gewählt wurde: It was switched because there are some features required for the operation which is not available.

Zuvor genutzte Software: Spiceworks

Gründe für den Wechsel zu SysAid: We chose SysAid over Spiceworks, because it contains more features.

Not the bigest name but a full featured surprisingly good solution

Kommentare: I have nothing negative to say about them. Our account manager has been excellent. As far as I can remember, we have had no outages during the last 2 years. If you are looking for an ITSM solution, at least give them a try, you might be pleasantly surprised.

Vorteile:

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.

Nachteile:

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

In Betracht gezogene Alternativen: ManageEngine ServiceDesk Plus MSP

Gründe für den Wechsel zu SysAid: We already use MESD in other areas of the company and we needed a SaaS solution. The MSP version wasn't available as SaaS. Having said that, we might still have chosen Sysaid even if it was.

SYSAID is a great ITSM Tool comparable to any other global tool but really great value for money

Kommentare: We have been using SYSAID since 2012. It was easy to implement and roll out to the business. Today even our [SENSITIVE CONTENT HIDDEN] uses SYSAID to log tickets for issues.

Vorteile:

Ease of use and setup with Asset management/Projects modules which are easy to use

Nachteile:

The reporting tool exports to Excel 2003 format. needs updating to Excel 2016 or higher

In Betracht gezogene Alternativen: Zendesk Suite

Warum SysAid gewählt wurde: Cumbersome, slow, unusable and not user friendly

Zuvor genutzte Software: BMC Helix ITSM und Zendesk Suite

Gründe für den Wechsel zu SysAid: Cost and as its based out of Europe, No VAT to pay giving a huge cost saving.

SysAid Review

Kommentare: We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.

Vorteile:

Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.

Nachteile:

Workflow management is a little outdated and has a bit of a learning curve.

In Betracht gezogene Alternativen: Jitbit Helpdesk

Warum SysAid gewählt wurde: Lack of capabilities in tracking, tiering, asset management, and CMDB.

Zuvor genutzte Software: Jitbit Helpdesk

Gründe für den Wechsel zu SysAid: Price and capability.

Our everyday with SysAid

Kommentare: I have been very enrolled on the use of this software since day one. First as an user, then as an admin, then as the one in charge of support and maintain it. It has been easy to be involved on all the stages and the communication with the Support team, has been also a key for the success we have.

Vorteile:

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.

Nachteile:

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

In Betracht gezogene Alternativen: ServiceNow

Gründe für den Wechsel zu SysAid: Price and it offers all what we were looking for.

SysAid review, from an admin user and implementer of SysAid

Kommentare: Overall experience has been great, really like the customisation available and SysAid's willingness to work with us to make their product better. Since moving to SysAid, they have released many updates to their software at our request. The partnership is one of the main reasons we like SysAid so much.

Vorteile:

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.

Nachteile:

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.

Customizable and easy to use

Kommentare: Excellent we use this to keep track of our system and componets

Vorteile:

Customizable and easy to use, Good support and the product never seems to need any maintance

Nachteile:

Some of the small things like window size on some parts of the app...small things mostly

A great IT service management tool

Kommentare: for years we needed to get KPI's based on the support workload for the IT team, now we can have them with sysaid

Vorteile:

easy to use tool for end users, and capabilities for reporting services

Nachteile:

very restricted directly access to database.

In Betracht gezogene Alternativen: Spiceworks und System Center

Warum SysAid gewählt wurde: cloud service

Zuvor genutzte Software: GLPi

Gründe für den Wechsel zu SysAid: Cost of implementation

Feature-rich but clunky

Kommentare: Full help desk ticket tracking as well as workstation polling.

Vorteile:

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.

Nachteile:

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.

SysAid

Kommentare: Overall, the system works. It can just be extremely high maintenance to use.

Vorteile:

I like most how easy it is to work on a ticket and then re-assign it to someone else. When someone gets a ticket, it's easy to see the history of what has happened the sysaid breaks down all the information of each ticket so that it's easy to follow.

Nachteile:

The feature I like least is the e-mail notification. Whenever any new activity happens on a ticket, you get an email notification and this sounds like a good idea on the surface. But the problem comes when get tons of unneeded email. For example, I will close out a ticket (and get a message that the ticket is closed). Then, if the user responds to say thank you, it opens the ticket again (and sends another message to me). If I get the thank you not the next day and close out again, but that user is now out of the office and has an auto-reply turned on, the auto-reply triggers the ticket to re-open again - and send me another message that this has happened. I have literally struggled for days on end to close of ticket because of stuff like this.

SysAid Helpdesk

Kommentare: Excellent! We have used it for many years. Our users like our seasonal theme on the home page. A really nice feature is the ability to keep track of instructions on procedures and how-to articles. We used to keep electronic documents for all that and still have some but having most of them in one place all categorized has made it much easier to find the one we need.

Vorteile:

How flawless it works all the time. Even when we make user errors, the program never crashes. We have experienced a problem a few times over the years. Support is very fast and provides correct fixes right away. We have the ability to make changes in all the screens we use, to customize them for what we want and somewhat how they look. It's very fast. When a user enters a case, we see it immediately. There are far more features that we don't even use.

Nachteile:

It's difficult to find locations for all the areas that can be customized. The whole user interface from the administrator's side could be improved by making it more friendly in finding my way around. The appearances for the whole thing could be polished up with better graphics.

Affordable IT management tool for education users

Kommentare: SysAid helps us deliver a support service with ease. The self-service portal really helps provide a central support hub where our end users can request further support or a variety of self-support material which we've pre-populated. Our overall experience both with the software itself and the support from SysAid has been brilliant.

Vorteile:

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.

Nachteile:

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.

Great product, wish we had the full version

Kommentare: We have had great success with Sysaid and truly rely on it everyday. We have improved several internal business processes for IT and Facilities by leveraging Sysaid and have greatly improved internal communications. We are interested in possibly upgrading to the full version in hopes of creating more automated processes, improving change management and implementing more project management techniques because of the benefits we have derived from the existing implementation.

Vorteile:

The flexibility of the configuration, the automation, integrations and general ease of use are the aspects that we like most about Sysaid. We use Sysaid for far more than just the IT help desk and ticket tracking and we do not have the full version.

Nachteile:

This is difficult for us as we do not have the full/complete version of Sysaid. My natural instinct is to dislike the fact that we do not have several of the features that would improve our operations without the added licensing expense. However, with the version we do have, the reporting, especially the custom reporting, could be improved.

Great value for robust Help Desk software

Kommentare: Prior software (SchoolDude) was not made for IT Help Desk and was not user-friendly for any users. SysAid was about the same price and is IT-specific tool. Easy implementation and on-boarding of new product was nice.

Vorteile:

Ease of implementation and ease of use for our End Users. LDAP integration was a plus; and reporting features are robust.

Nachteile:

Occasional issues with the hosted environment and not always the clearest communication regarding causes of downtime or ETA to be up.

In Betracht gezogene Alternativen: Spiceworks und Freshdesk

Gründe für den Wechsel zu SysAid: Primarily cost and ease of implementation.

Great software and great service

Kommentare: Fantastic, easy from 1st quote to implementation.

Vorteile:

Out of the box features are excellent and the system is very easy to configure.

Nachteile:

Some of the features are clearly still a work in progress but rate of development seems good.

In Betracht gezogene Alternativen: BMC Helix ITSM

Warum SysAid gewählt wurde: Remedy was to rigid and to expensive.

Gründe für den Wechsel zu SysAid: More closely meet our requirements.