SysAid
SysAidReviews from AWS customer
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Useful for Communication
What do you like best about the product?
SysAid makes an excellent conduit for communication with the IT Department. We can also use email, but that takes time for the department to sift through. SysAid is easier for them because we can sort our problems, so it is easier to prioritize them.
What do you dislike about the product?
Sometimes it takes a while to contact IT using SysAid. If you mark your ticket urgent, it takes less time, but it still could take two days to hear back through SysAid. That is probably due to our IT department, not the software itself.
What problems is the product solving and how is that benefiting you?
SysAid is solving the problem of lost tickets by sorting and presenting IT Tickets in an organized and efficient way. It can help with productivity, and being able to mark things urgent - when they are - can help things get done faster.
Recommendations to others considering the product:
If you need an efficient and effective way to communicate with your company's IT department, this is the software for you! The faster you can get your ticket to your department, the more efficient work your company can produce.
Powerful ticketing system
What do you like best about the product?
The detail that we can put in for the projects, tickets, issues. Keeping the tracking of the tickets in detail and with an overall overview, fast, responsive notifications, alerts, and progress status. SR quick search. having useful tabs to record the history of a ticket, checking the progress status and assign the ticket to other team members
What do you dislike about the product?
sometimes the speed for loading the page is not very satisfying, or when I click back from the browser, it doesnt go back to the previous page and I get some errors
What problems is the product solving and how is that benefiting you?
Supporting/issue tickets from several teams, clients, and subcontractors comes all into this platform, so we can organize the work, prioritize them and investigate the issue accordingly, its really a useful management tools for a service provider like us as we are dealing with a bunch of clients, staff and teams
Not an experienced user, but a darn happy one
What do you like best about the product?
I love the simplicity behind it. It's a quality tool that really allows you to customize or simply use out of the box!
What do you dislike about the product?
I would love to have a mobile application feature that would allow for mobile alerts, but you can program it to send alerts to your email, so that's not too bad
What problems is the product solving and how is that benefiting you?
We use this as our primary ticketing tool. We also use this for internal change management and change management for our clients. The categories we have set up are Incident, Problem, Request and Change.
Recommendations to others considering the product:
Test it out, the local version or the cloud instance. Both are great.
SysAid Helpdesk
What do you like best about the product?
We have used SysAid since 2008 to help us with Asset Management. Moving forward, SysAid has been the key element in our company to help us in our day-to-day job, and IT as a whole
What do you dislike about the product?
Sometimes SysAid does not work perfectly with Google Chrome especially when using My Desktop function. It works better in Firefox and I can't figure out what happened.
What problems is the product solving and how is that benefiting you?
Asset Management has been much easier since we use SysAid. During the days that we use Excel to keep track our assets and then to go to each asset to collect data that was such a long and tedious process.
Recommendations to others considering the product:
SysAid is one of the best Asset Management software in the market. You can also use SysAid to help your users remotely and with SysAid self-service portal, users can find what they need in no time. With SysAid you can have an overview of your company asset and managed them without any hassle.
Out of Box ITSM solution
What do you like best about the product?
The ability to work all Incidents and Requests tailored to the company. Easy to enable new modules at any moment without impacting the ongoing work. The fact is a cloud solution gives the possibility to access from anywhere seamlessly.
What do you dislike about the product?
Something that impacts any IT dept is the fact sometimes you need to stop the counter of a ticket (due date). When changing the status for some specific ones the due date should be recalculated and a new due date should be presented to the end user. This is something not standard on SysAid, which means that you need to request a project to do it.
What problems is the product solving and how is that benefiting you?
Incidents and Requests, first level/second level. Asset management and CMDB. Dashboard and Reports. Staff saving time when raising tickets, as a result we are receiving more detailed tickets, helping us escalate appropriately.
Recommendations to others considering the product:
Take time testing the new tool and during the implementation process, have your plan well rounded and expectations set with the company.
Great Helpdesk and Asset Management software
What do you like best about the product?
The software has a great helpdesk system. I am now using it for asset management which appears to be working great. The automation works great for deploying the software across an IP range or domain
What do you dislike about the product?
Sometimes it is difficult to know what format the fields should be when filling them in. Such as domain usernames require DOMAIN\USERNAME and other times dont require the DOMAIN part.
What problems is the product solving and how is that benefiting you?
I am using the Helpdesk software to use between two areas of the business, IT and building maintenance. The automation allows us to direct tickets to the correct person without touching the ticket before hand.
Recommendations to others considering the product:
This is a brilliant helpdesk tool and from what i can see so far is a great tool for asset management.
How Cindy Sivan is the best and brightest in their position
What do you like best about the product?
Cindy’s dedication and resolve to provide top-tier assistance and focus on the details while thinking outside the box has impressed me beyond measure.
What do you dislike about the product?
There are things about Sysaid that can feel cumbersome, mainly how the menu bar disappears. Regarding Cindy Sivan, they are flawless! Great Support and a wonderful attitude and patience!
What problems is the product solving and how is that benefiting you?
We are solving some pretty huge time differential issue that have plagued our department for a while, with Cindy and her team, (looking at you Steven Susanto) Sysaid has provided us valuable time back to our clients and end users.
Great Product & Excellent Service
What do you like best about the product?
SysAid has been instrumental in helping our company create a self-service portal for our clients and employees to learn about our product. Working closely with our Customer Success Manager, they are quick to answer unique ticketing and knowledge base requests and always thinks out-of-the box for workaround solutions.
What do you dislike about the product?
While some of our requests are not currently in production, SysAid prioritizes and understands the business value, and in doing so, adds these to their feature request backlog.
What problems is the product solving and how is that benefiting you?
By using SysAid’s Self-Service Portal, we are directing clients to learn various areas of our product at their own pace and to submit tickets when extra help is needed. The SSP has helped us reduce our tickets per user in half, quadrupled KB articles views, and improved our overall CSAT Satisfaction.
Recommendations to others considering the product:
SysAid offers many new and exciting features! Review their Self-Service Portal to learn and ask questions!
I think of Sysaid as good ticketing system
What do you like best about the product?
It helps you keep your companys tickets organized, reviewable and also helps you to build a knowledge base. We also have built up our CMDB in Sysaid which is a great thing. There are many more things that we are not yet using in Sysaid since it's a learning curve for our company to have a ticketing system.
What do you dislike about the product?
There are some things with Sysaid logic which may be a bit hard sometimes to understand. There are also some parts which could be fixed or done better(Visual chances where some fields should be possible to drag, cmdb relations graph when you choose how to place the graph clicking save then dismisses your chances etc). I have reported already some of the things with Sysaid support :)
What problems is the product solving and how is that benefiting you?
Daily tickets, communication between customer and IT department. We have all our assets there and information about our services that we are trying to gather in one place.
Recommendations to others considering the product:
Sysaid is a decent ITSM, Service desk tool. They have great support but documentation for administrators could be a little better. They are quite outdated. Otherwise they offer you a good community as well.
Sysaid Review
What do you like best about the product?
Sysaid can be customized to fit the needs of your support process, including esclalations, email notifications, etc.
What do you dislike about the product?
Changes at the global level can cause customizations to be useless, or removed altogether.
What problems is the product solving and how is that benefiting you?
Support tracking, user/entity accountability, documented activity
Recommendations to others considering the product:
Get organized before constructing ticket flows
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