Wir helfen Unternehmen seit 17 Jahren,
bessere Software zu finden
Über SysAid
SysAid, die Next-Gen-generative KI-Helpdesk-Plattform, optimiert und automatisiert IT-Ticketmanagement und Servicebereitstellung.
The product is very easy to use and it's efficient. It has saved us time and money many times and I am sure it will continue to do so in the future.
Lack of On-premises mobile application version.
Nutzerbewertungen filtern (468)
Nutzung
Sortieren nach
Nutzerbewertungen filtern (468)
In Betracht gezogene Alternativen:
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
about sysaid
Kommentare: We have had sysaid for several years, we are using it for other processes outside of ICT, the simplicity for the external client helps a lot and the customization
Vorteile:
the simplicity of the tool, easy to implement
Nachteile:
Sysaid can be implemented for other processes, it would be good for the mail response account to have another mailbox
Not so great customer service.
Kommentare: A help desk solution in which none was being used by the companies I worked in.
Vorteile:
The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.
Nachteile:
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.
In Betracht gezogene Alternativen:
COST EFFECTIVE ITSM TOOL
Kommentare: It has been a wonderful journey with SysAid
Vorteile:
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.
Nachteile:
There is more room for improvement on the software product module
Sysaid Review
Kommentare: My overall experience I will say it has been one of the best ITSM products out there.
Vorteile:
Simplicity of their IU and the smoothness is one of the highlights that I really like about sysaid
Nachteile:
Their IU is out modes and needs a lot of features too as well
SysAid Review
Kommentare: Very happy customer having utilised SysAid for over 10 years
Vorteile:
Easy of use Ability to customise the language within the system Escalation rules
Nachteile:
As a user daily user of SysAid theres nothing that i dont like about the product
Excellent ITSM!
Kommentare: It has been a great experience, especially since the company continues to improve the product and features.
Vorteile:
Routing features, workflows, AI chatbot, ticket management
Nachteile:
The built in reports are a little challenging.
SysAid Review
Kommentare: It is an effective ITSM tool and our users are happy with it
Vorteile:
It is less complicated and convenient to use
Nachteile:
Its slow sometimes and certain bugs disrupt services once in a while
SysAid helps me keep my IT tasks organized and on track. It's been a game changer for my productivity
Vorteile:
The customizable dashboard and ITIL tools make managing tickets and assets a breeze. Saves me a lot of time and hassle
Nachteile:
The reporting features could be more user-friendly. It takes some time to get used to and create the reports I need
SysAid makes it easy to track my IT issues and manage service requests.
Vorteile:
The ticketing system is efficient and the dashboard is user-friendly.
Nachteile:
It can be slow at times and the mobile app lacks some features compared to the desktop version.
In Betracht gezogene Alternativen:
SysAid best ITIL based IT Support tool in the market
Kommentare: We have been using SysAid for almost 5 years now and we have been very happy with the system, support and have commited now to another 3 years to SysAid. We are moving to the cloud version in the next month so we are very excited about this. They are also not standing still on development so we will not get stuck with old outdate technologies.
Vorteile:
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.
Nachteile:
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.
In Betracht gezogene Alternativen:
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:
All essencials in one service desk
Kommentare:
IT issues such as internet/ server down, softwares not working, new hiring / off board processes, approvals trough dynamic workflows usage.
The most we like that is automated and no more manual work needed anymore which saves us a lot of time to focus on tasks with higher priority and urgency.
Vorteile:
No need for multiple tools and softwares anymore as SysAid has all essencials in one service desk. Easy to use and friendly. Lots of 3rd parties integrations available, such as Teamviewer, Office365, Sap and much more.
Nachteile:
I like everything as is completely customizable and automated, maybe like less that the integration with softwares like Sap required a special coding and configuration but fully understand as it was based on our needs which is amazing to have the option to customize according to our requirements and needs. There are tons of softwares that dont offer this and only what it comes by default , out of the box.
In Betracht gezogene Alternativen:
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:
Nice tool to manage IT Recourses
Kommentare: Is good, actually, I don't conceive to manage IT ticketing outside SysAid. At first you have to be familiar with some administrative options, but in couple of hours you would be ready to go.
Vorteile:
Powerful platform with different Approaches. I have modules to administrate efficiently your Tickets and incident related to Service Desk, and project manajement. BI and regular Reports are a hit!, you can customized all of the thing and assign timer to different stages. There as a portal that you can share with your customers to auto-services an follow-up their tickets
Nachteile:
Poor options to project management and low performance. The look'n'feel is bad, and confusing. I would prefer to avoid that module if you have some middle-size projects, and go to MS project instead.
In Betracht gezogene Alternativen:
User friendly and email integrated
Kommentare: Excellent, meet its expectation
Vorteile:
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
Nachteile:
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
SysAid is a great product that could be a fantastic product
Kommentare: We were able to get a comprehensive product that gave us the biggest bang for our buck compared to any other product. Overall we are very happy with it. Support, not so much. There are lots of things we would change, or focus on changing for sure.
Vorteile:
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.
Nachteile:
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.
Sysaid - A Second Review
Kommentare: Initially, I had reservations about sysaid's customer service support. However, I've come to appreciate the value in their meticulous approach to addressing issues and providing long-lasting solutions. This positive aspect of their service has improved my perception of SysAid. Nevertheless, I have noticed that resolving critical issues can be time-consuming, and this could be an area for potential improvement.
Vorteile:
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.
Nachteile:
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.
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.
Reasonably priced and fully featured
Vorteile:
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.
Nachteile:
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.
In Betracht gezogene Alternativen:
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.
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.
An invaluable tool for the management of IT Support
Kommentare: The remote control feature as assisted us a lot in the current Covdi-19 lockdown and Sysaid as still allowed us to provide the end users with IT support while still working from home.
Vorteile:
The ease of use for the end user, and opening up of several ways of communication between the end user and support team, and the ability to keep the end user upto date with the progress of their submitted ticket.
Nachteile:
customising some areas can be a little complex, I'm sure will get easier with more use.
Not bad, but less than expected
Vorteile:
If you come from XLS or a homemade ITSM took, this software does the job. It integrates with AD and the user portal is simple enough.
Nachteile:
Overall the management of the tool is not very friendly. The design and configuration of the workflows is conversom. The management reporting is old looking and can't be configured as you like. For instance, you are limited to six indicators for the management panel and you only can pick the indicators available in the shapes presented. It has simple things that are very anoying, such as the filters in the lists that stay with you from session to session and can´t be removed with one click. Migrating incidents to problems is not easy. Managing Massive incidents is less than intuitive, navigation between tkts is not great, but perhaps the worst is that admins and users can not be grouped together.
Awesome Ticketing System
Kommentare: The reach sysaid has with our business is wide. It controls everything from password changes to change management.
Vorteile:
I like just how easy this product is to use and the ease for the end users to put in tickets. Also love that you can give certain user access to different categories depending on the admin group they are in.
Nachteile:
I wish the sysaid asset management was a little more robust.