SysAid
SysAidReviews from AWS customer
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SysAid is a dynamic, customer centric ITSM tool
What do you like best about the product?
Their back-to-back customer Service/engineer engagement to ensure the logged issue is resolved. Amazing follow-up spirit to satisfy customers and to ensure tickets are closed indeed.
What do you dislike about the product?
Sometimes, application time-out by going black, the interface should be more colorful and user friendly personally to me anyways. Admin console navigation page should be tweaked a little.
What problems is the product solving and how is that benefiting you?
Integration of SysAid bot on Microsoft teams and the ability to allow other domain users to have access to the primary domain interface. There has been an additional knowledge space due to this problem.
Recommendations to others considering the product:
It's a good ITSM tool to hop into.
Could be improved
What do you like best about the product?
I like that customer support is easily available, and that there's a live chat
What do you dislike about the product?
If there's something that you don't like, or want, or need to change, it's not possible without having to incur billable hours. The menus are confusing, simple things are hidden so deep. Every small change requires 10 minutes searching for it in the menus.
What problems is the product solving and how is that benefiting you?
The product isn't really solving any of the issues we have.
Excellent IT management tool
What do you like best about the product?
SysAid has all the modules required to manage IT services. The tool is complete and adaptable to the needs of the company.
What do you dislike about the product?
nothing displeases me about the sysaid tool
What problems is the product solving and how is that benefiting you?
By having the information of our services centralized in this tool, it is very easy to download a report. This is very useful in auditing issues
Recommendations to others considering the product:
I highly recommend the tool, if they are companies that are audited, the tool will facilitate the registration of all the activities carried out by the IT team
User-friendly and powerful tool for ICT Support
What do you like best about the product?
User interface is very intuitive and the administrator side provides very useful tools to overview team performance. Also includes asset management and automation.
What do you dislike about the product?
We're not using the tool to the it's full potential not using the remoting possibilities.
What problems is the product solving and how is that benefiting you?
As said before the tool is very good for team performance and SLA review, this has assisted the team to up our service provided to our customers.
Integrations, configurations and modules
What do you like best about the product?
SysAid is highly configurable. From category based alerts, automatic escalations and assignments, to complex workflows and inventory management, SysAid has multiple configurations available. The learning curve is a little steep, but once implemented, you can engage your user community with out of the box third-party integrations like Teamviewer, Teams and others as well as fundamental integrations with email, text and Azure.
What do you dislike about the product?
As mentioned, the learning curve is a bit steep and the price of all the configurations is time spent on the console managing the templates, subtypes and workflows. Once you get the hang of it, the process is easier, but a drag and drop interface would go a long way to simplifying the process.
What problems is the product solving and how is that benefiting you?
Engaging our user community with an all-in-one communication, remote troubleshooting session, and inventory solution has made our internal processes more streamlined. We have also transitioned to SysAID as our Change Management tool which allows for instant CAB visibility for emergency changes and subsequent instant approvals. No more emails flying back and forth from implementers and approvers. It is all in one place for auditing and visibility.
Incident Management
What do you like best about the product?
The level of detail presented when agents are notified of the incidents assigned to them from the platform and the ease of tracking.
What do you dislike about the product?
There really isn't anything I can say you don't like, this is because I don't have much experience using other help desk platforms, I've only used SysAid.
What problems is the product solving and how is that benefiting you?
Helping me to sort out the company's and our clients' incidents, obtaining a better response time and has increased our clients' satisfaction.
Recommendations to others considering the product:
If you are looking for tools for incident management and organization, it is SysAid.
Powerful platform, but sometimes glitchy
What do you like best about the product?
The automation of reoccurring tickets in sys aid is the feature I like the most. It saves us time and also reminds us of certain tasks that need to be done on a timely manner.
What do you dislike about the product?
I would say that some of the processes to complete certain tasks are confusing. Also, sometimes the system glitches and gets stuck loading certain pages until we hit refresh.
What problems is the product solving and how is that benefiting you?
One of the biggest benefits is that valuable time is saved by having users create tickets using the self-service portal; resulting in improved service quality and reliability.
Best IT software
What do you like best about the product?
All the configurable options
I like the asset management
I like the IT ticket part of it
No particular tool
I like the asset management
I like the IT ticket part of it
No particular tool
What do you dislike about the product?
Can be a little complicated at first
In don't think so
everything works find
In don't think so
everything works find
What problems is the product solving and how is that benefiting you?
Asset management
ticket management
work flow management
ticket management
work flow management
Easy to use
What do you like best about the product?
The functionality is simple and intuitive
What do you dislike about the product?
There is a lack of consistency in the layout of different ticket types
What problems is the product solving and how is that benefiting you?
Tracking issues
SYSAID REVIEW
What do you like best about the product?
Sysaid makes managing and tracking user issues very simple.
What do you dislike about the product?
The user interface could be a bit more user friendly.
What problems is the product solving and how is that benefiting you?
Ticket allocation among staff is much easier.
Recommendations to others considering the product:
You can't go wrong
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