SysAid
SysAidReviews from AWS customer
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excellent and amazing service desk for the money you are paying
What do you like best about the product?
the easiness to use the application and compatibility to users and most importantly the mobile app to keep you posted regarding the tickets and asset management and patch management are most i like."We've been using SysAid for over 1 year onthe Cloud version. Implementation support was great, some of the newer features have a (somewhat steep) learning curve, but it is part of the flexibility. The new self-service portal was something we were really looking forward to. Besides this SysAid offers periodic online training and workshops where they showcase features, use cases and listen to the users."
What do you dislike about the product?
nothing to dislike in sysaid as we are using it from last one year.Can't say there's something I dislike about the product or the service. We have made some comments on the interface and the functionality and most to all of them have been included in subsequent version. They're open for improvement and listen to the customers.
What problems is the product solving and how is that benefiting you?
unlike all other ITSM sysaid keeps trac of your assets.We were doing great as far as incident (issue) registration goes (in an older version of the product), but were doing poorly on actual ITIL implementation. The implementation of the new version, as a project, enabled proper ITIL compliance.
Recommendations to others considering the product:
sysaid is not only a ticketing system it comes with a lot of benifits including asset management and patch management system.Drop old habits and comparison between this product and other products. I've been using ticketing systems for over years and have seen many that claimed ITIL compliance, but each has their own way of implementing and focus. What this product greatly banks on besides ITIL compliance is the feature of workflow and self-service, greatly aiding in the elimination of forms and providing the ability to follow a workflow process thru approvals to completion
I've been very pleased with SysAid as an overall product.
What do you like best about the product?
SysAid has multiple ways to support our end-users and to manage requests for support from our IT team.
I especially like the ability to customize our use of the system for our own purposes.
Support has been extremely responsive and the amount of support and help with customization, and the amount of training available has been phenomenal.
I especially like the ability to customize our use of the system for our own purposes.
Support has been extremely responsive and the amount of support and help with customization, and the amount of training available has been phenomenal.
What do you dislike about the product?
There are so many customizations, it's sometimes hard to know where to find something or how to do something.
What problems is the product solving and how is that benefiting you?
WE use SysAid to manage all requests from teammates about IT issues. It helps us keep track of requests for help with their hardware, software, and connectivity issues.
My every day, working with SysAid
What do you like best about the product?
It fills all our needs for the ticketing system. And we have a great support, to implement any change and any addition we might need.
It is easy to use, and you can do all you need inside it.
It is easy to use, and you can do all you need inside it.
What do you dislike about the product?
I would try to give a better aspect to the incident page itself. It can be tricky due to its ability to change. A bit difficult to filter and, when going back, filter is gone.
What problems is the product solving and how is that benefiting you?
We solve the issue we were having to track the work time from our Support Team.
We now have a great control on how to distribute the time.
We ca manage the workload and steps involved on each incident or request.
We now have a great control on how to distribute the time.
We ca manage the workload and steps involved on each incident or request.
Recommendations to others considering the product:
Try it. Yu won't be dissapointed. It can fill all your needs for ticketing and incidents handling.
You can personalize, and there are a lot of plug ins for different tools, you can add, to make it a full integrated package.
You can personalize, and there are a lot of plug ins for different tools, you can add, to make it a full integrated package.
Excellent
What do you like best about the product?
Everything is very practical, but the most useful are the tickets
What do you dislike about the product?
Sometimes the technicians take a long time to answer my emails
What problems is the product solving and how is that benefiting you?
Keep a controlled inventory.
Sysaid: Service Tickets and Tracking.
What do you like best about the product?
I like being able to see our turn around time after someone puts in a ticket. I also like the fact, we can track how many times we have fixed the same issue.
What do you dislike about the product?
At this point and time, I don't dislike anything.
What problems is the product solving and how is that benefiting you?
We are able to track users through individuals user accounts and tickets. We assign tickets to the correct tech. support for their school. This makes us much more productive In the past there were too many emails not getting to the right person. When a ticket is closed you the recipient gets an email of what you did to fix the issue. It helps them in the future to fix their own issue if they can.
Great helpdesk software
What do you like best about the product?
The customization is rather sweet, nice to have creative control over our ticketing system.
What do you dislike about the product?
The mobile app could use some work. It still is great but needs a few tweeks.
What problems is the product solving and how is that benefiting you?
We are using sysaid to support our customers computer needs. We realized we can also use the system to take quote requests from our clients.
easy system to use and configure
What do you like best about the product?
It is a very simple system to configure for IT and non-IT services, you can make automatic notifications, specialized workflows, generate reports, and create your own grids, templates, and specialized records. I like SysAid because we are applying it to non-IT activities and it is working wonderfully. The users noticed a big difference between sending an email and submitting a ticket through the user portal, which is personalized and has created a sense of belonging.
What do you dislike about the product?
some features like BI are only available with an additional license but even so it is not limiting
What problems is the product solving and how is that benefiting you?
mainly focusing on response times to the user, with Sysaid we resolved this point by notifying the user via email when the ticket is assigned to a support engineer and, depending on the priority matrix (aligned with ITIL), how long it will take, that is; the date and time when their ticket will be resolved, and they can also see the status of their request on the end-user portal.
Easy to use and beneficial Service Desk
What do you like best about the product?
Ease of use and the flexibility with managing the user interface
What do you dislike about the product?
Unavailability of a mobile app for on-premise deployments
What problems is the product solving and how is that benefiting you?
Assisting end-users log issues and resolve them in a timely manner. Knowledge base is helpful for users to self-diagnose and resolve recurrent issues
Recommendations to others considering the product:
It has very useful features for Service Desk delivery and good reporting and analysis tools
A Service Management Tool that does anything you want
What do you like best about the product?
Out of the box ITIL functionality, completely customisable both in terms of user-facing visuals, and IT-facing configuration. Ability to add customisation for your own organisation in terms of fields, templates, processes, workflows and integrations.
What do you dislike about the product?
Older on-prem versions have a clunky interface for workflow design that's not as intuitive as the more up-to-date versions with WYSIWIG capabilities
What problems is the product solving and how is that benefiting you?
As well as using SysAid for an ITSM tool, we have non-IT teams in our main implementation (these non-IT teams interact with IT on a daily basis, so it was appropriate for their processes to run alongside IT's ones), which has meant that users benefit (indirectly) from a small shared-services approach and don't have to worry about who to contact for queries. In addition, we're expanding SysAid's use out to our HR team by using their complementary (and complimentary!) cloud-based Service Centre, allowing us to look towards moving into Enterprise Service Management.
A Very Versatile Tool
What do you like best about the product?
There are many functions I am still learning about each day. One of the functions I like the most is the mobile scanning for assets. I also like the Self Service Portal as you can make several configuration changes on the fly. The admin settings feature for incident reporting is very customizable. In addition, so is the CMDB tool use for asset management and tracking.
What do you dislike about the product?
Some features are only available with the cloud version. Such as the mobile app scan. The on premises application is also a very powerful tool, but there are a few tools and features that can only be enabled with the Cloud version of the SysAid.
What problems is the product solving and how is that benefiting you?
Hardware and Software Asset management and tracking for the agency. This organization did not have a proper asset management tracking tool, so SysAid has been implemented to solve this problem. With just under 500 employees, there are many hardware devices and software the needs to be accounted for and tracked.
Recommendations to others considering the product:
I recommend that if you are looking for a tool to help you get started with managing your assets and tracking customer incidents, that SysAid will be a good tool to use. The dashboard is plainly laid out and easy to navigate.
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