SysAid
SysAidReviews from AWS customer
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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
Great solution for your next Help Desk
What do you like best about the product?
Simplicity for our users. Although setup was intense and required lots of work, users could use the final product without any training or information. We just sent them to the new URL and we were up and running.
What do you dislike about the product?
Slightly limited on functionality if considering using it for other non-IT departments
What problems is the product solving and how is that benefiting you?
Streamlined ticket creation, routing and tracking.
Excellent ITSM Product
What do you like best about the product?
We started with the asset management tool, and have now started moving into taking incidents and requests. Love the customization options.
What do you dislike about the product?
Admin portal look and design is aging, Improved dashboard designs is needed, and better filter options for admin views. Some limitations on the portal design too.
What problems is the product solving and how is that benefiting you?
We solved the issues with getting consistent necessary info for any tickets that are submitted such as contact information, location of the user, etc.
Organization and Accountability
What do you like best about the product?
Before our organization used SysAid we'd respond to incidents by email or by phone, now by having all of our incidents reported through SysAid we aren't missing anything and we've become one of the highest-rated departments in the company.
What do you dislike about the product?
SysAid may take some getting used to, there are many options for customization which can get confusing and intimidating. I also really wish SysAid could cleanly incorporate email responses in the email notification, otherwise, we've been able to leverage it to great heights.
What problems is the product solving and how is that benefiting you?
We're an IT department and before our incidents would get lost and hard to keep track of. With SysAid, we've been able to increase productivity and allow more free time for developing projects outside of incident responses, including projects to lower the number of incidents.
SysAid is a great resource!
What do you like best about the product?
SysAid gives our staff a one-stop place to see their workload, to see any maintenance trends happening and to easily access the inventory resources on a system.
What do you dislike about the product?
There are times the scroll bar within the scroll bar is difficult to maneuver.
What problems is the product solving and how is that benefiting you?
We are able to search older requests and view the results because of this database, thus cutting support time. We are also able to at a glance notice a trend if multiple users request the same support.
Recommendations to others considering the product:
I would recommend SysAid to any repair shop. The product is easy to configure to meet your needs and robust in the information it can provide.
Great Service
What do you like best about the product?
Support is quick to respond, and provide solutions.
What do you dislike about the product?
Support likes to work via email, I prefer phone support.
What problems is the product solving and how is that benefiting you?
Fixing end user issues is much better using a ticketing system rather than email. It keeps me on task and keeps things organized.
Good fit for our organization
What do you like best about the product?
SysAid's ability to be customizable to fit our processes. It was easy to add or remove fields in services requests that fit our specifications.
What do you dislike about the product?
It seemed like the online help was outdated. Images didn't match the current UI, menu options were different in the guide than in the console.
What problems is the product solving and how is that benefiting you?
Offering a self-service approach to our users. Automation of incident creation and closing to hopefully solve a majority of incidents on the first step. This is a huge value to the people we serve.
Good but needs work
What do you like best about the product?
Request and asset management is very easier to work with and I like asset mgt
What do you dislike about the product?
Integration with autojoe needs work. It is not as easy as it first seemed
What problems is the product solving and how is that benefiting you?
Process and service delivery
Recommendations to others considering the product:
Yes I would for value for money
Sysaid review
What do you like best about the product?
Customer support, development and account management
What do you dislike about the product?
I would like to see the tab in 1 screen, not multiple
What problems is the product solving and how is that benefiting you?
service management and SLA reporting and workflow
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