SysAid
SysAidReviews from AWS customer
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SysAid Review
What do you like best about the product?
I like how customizable this tool can be. I was able to configure the Routing and Escalation rules to automatically assign tickets to the correct tech.
What do you dislike about the product?
It's a pretty complex system, there are a lot of tools and features that I need to learn to take advantage of the full capabilities.
What problems is the product solving and how is that benefiting you?
Automatic assigning of tickets and/or groups is helping us maintain a good SLA
Recommendations to others considering the product:
Take full advantage of your implementation team. They are very knowledgeable and can help you get this product up and running exactly to your specifications. Be ready in advance with all of the features you would like to implement!
Good Services
What do you like best about the product?
It's the best IT service for the service desk I can handle.
What do you dislike about the product?
So far I have nothing that I don't like.
What problems is the product solving and how is that benefiting you?
The truth of the benefits that it has given me is the best management that exists for the resolution of tickets.
SysAid Review
What do you like best about the product?
The service provided by the SysAid Team is excellent, they work with you to achieve your objectives.
What do you dislike about the product?
The rate for implementation of furture requests could be improved.
What problems is the product solving and how is that benefiting you?
We have transitioned from a paper based system to an electronic system for certain requests, so the turnaround time for request has improved, resulting in increased productivity.
Recommendations to others considering the product:
It is a good product, very user friendly. The SysAid si also very supportive.
Don't stop losing requests
What do you like best about the product?
What I like is the organization of the cases received either by mail, chat or phone
What do you dislike about the product?
What I dislike are satisfaction survey formats.
What problems is the product solving and how is that benefiting you?
We are having visibility of all the support cases that we are asked to attend, ensuring that we do not lose those cases
My great experience using Sysaid
What do you like best about the product?
Ticket management is the most valuable feature that we are using. SysAid has a lot of features, but the automatization of the ticket is the best for us, and the knowledge base is another feature that we appreciate.
What do you dislike about the product?
The reports, because those have a limit in the view and we only can export until 1,000. We can use the reporting option but is easier the view. The BI analytics is not so friendly.
What problems is the product solving and how is that benefiting you?
We solve the escalation of tickets and the SLA agreement. With SysAid is easier to configure the escalation and routing rules. We are most productive and all the tickets have a solution.
Fantastic ServiceDesk Solution
What do you like best about the product?
Wonderful SLA metering for process managers, Great customer support, and Integration with other third-party solutions example is BeyondTrust Remote Support and office365
What do you dislike about the product?
Does not have a fancy GUI interface aside this, its really a wonderful solution.
What problems is the product solving and how is that benefiting you?
It helps improve our business process output, it also helps to check if SLAs are met.
speed
What do you like best about the product?
speed to respond.
Many of the Feature All the Software. no
Many of the Feature All the Software. no
What do you dislike about the product?
Many step to process a Incident. Correct, Was a user error . In the assets management.
What problems is the product solving and how is that benefiting you?
location issue with the assets No Sure. Yes
Easy and Practical
What do you like best about the product?
It is easy to use and it has allowed us to create and measure our service catalog in order to comply with our SLA.
What do you dislike about the product?
The option to configure days in which you don´t want the timer to function doesn't allow half days.
What problems is the product solving and how is that benefiting you?
It has helped us organize our different areas establishing the time to repair for each category, for individualized service.
Intuitive and easy to use
What do you like best about the product?
Ease of finding all the information within a ticket, easy integration with other applications like TeamViewer. Unlike other services, SysAid maintains an intuitive order to ensure that the end user can be satisfied.
What do you dislike about the product?
Data extraction from the database is only performed by contacting SysAid personnel; sometimes it is necessary for statistical purposes. This information is only shared with the SysAid administrator of each instance.
What problems is the product solving and how is that benefiting you?
Inventory control, asset management, incident resolution, control of scheduled changes, analysis and resolution of known problems, documentation for unusual incidents.
Recommendations to others considering the product:
The tool is extremely intuitive, and the information and the order in which it can be presented is very useful.
Sys Admin
What do you like best about the product?
Tickets are easy to create through email
What do you dislike about the product?
Loosening notes when trying to apply changes
What problems is the product solving and how is that benefiting you?
Submitting tickets and lower calls
Recommendations to others considering the product:
None off the top of my head
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