SysAid
SysAidReviews from AWS customer
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Recommended product
What do you like best about the product?
The concentrated information on hardware and software is very useful for licensing control and audits.
What do you dislike about the product?
The cost of the product increases with the hiring of more application administrators
What problems is the product solving and how is that benefiting you?
There was no help desk to deal with incidents with the company. There was no centralized information to control licensing.
Decent
What do you like best about the product?
Simplicity. Seems to do what we need and doesn't require much of a learning curve
What do you dislike about the product?
Nothing really. I think the interface is a little old looking but overall a good product.
What problems is the product solving and how is that benefiting you?
Just making sure we have a good help desk system
Recommendations to others considering the product:
SysAid works if everything deploys smoothly. If it doesn't their technical staff if lacking the skill sets to solve the issue. If they can't solve the issue customer service seems to not want to respond. My recommendation is to look for other tools. It looks like from a technical perspective that SysAid has rested on the same platform for years. Instead of fixing and making their platform more modern and usable they have just created work arounds. This is pretty common with a software platform that doesn't have innovative leadership. There are other tools out there that I have discovered. I am starting to demo and test them. I will leave a good review for one of them if I have some success. Stay tuned.
ITSM Software
What do you like best about the product?
The best of this tool is the easiest way how we can deploy it.
What do you dislike about the product?
SLA Reporting could have a better development
What problems is the product solving and how is that benefiting you?
Incidente and Change management in IT daily tasks
Powerful incident management tool
What do you like best about the product?
It has very much user friendly interface and effective management capabilities.
What do you dislike about the product?
Nothing much only in the starting period it takes time to load otherwise it's smooth
What problems is the product solving and how is that benefiting you?
It is very useful for incident management as well as for service request and change management.
A great product!
What do you like best about the product?
Its customable, and they are constantly improving their product
What do you dislike about the product?
Nothing its a great product for the price, very feature rich.
What problems is the product solving and how is that benefiting you?
better documentation, more functionality. Ease of use by the end user and the IT team
There is something to improve
What do you like best about the product?
Not sure, maybe that there are different vendors DBs
What do you dislike about the product?
Email notifications
Incident Management
Change Management
Incident Management
Change Management
What problems is the product solving and how is that benefiting you?
IT problems
Recommendations to others considering the product:
To use sysaid wasn't my decision. I won't recommend this system to use
A really good ITSM that delivers all it promises.
What do you like best about the product?
After choosing Sysaid, the initial setup was easy. Sysaid offer loads of help to make sure you get up and running in the best, quickest way for your company. If you need them to do some of the configuration for them, they are happy to do it. If you want to do it yourself, they are more than happy to assist you. I did have to ask a couple of questions as I worked through the configuration. They were around the way we could do some things that were not standard requirements and they helped find ways to achieve our requirements through unusual configuration. The included workflow solution is amazing. I watched the launch and while speaking to a colleague, said " Nice, but I bet we can't afford to add it on." 10 minutes later they announced that it was a free feature for the version we bought. Support has always been excellent. Account management is also top notch.
What do you dislike about the product?
The only thing I wasn't hugely impressed with was the way emails were rendered in the tickets. It wasn't as "nice" as some other solutions. This has been improved recently.
What problems is the product solving and how is that benefiting you?
We needed a solution that was SaaS to allow overseas offices to work together to reach a dev team based in the UK. The MSP aspect allowed us to keep track of issues raised by customers while keeping queues tidy and free of tickets not relevant to different teams.
Remarkable tool for running all operations smoothly
What do you like best about the product?
This tool is helping me a lot in automating the key process by which I have got rid of the repetitive tasks. SysAid’s built-in asset management tools provide me an option to better secure my assets; it helps me to view and manage my assets directly from the service desk. I always have the idea about the access of certain team member thus; I find this platform very security concerned.
What do you dislike about the product?
It is doing a great job. Sometimes its customer support seems to be ineffective. Moreover I have faced some issues about its configuration, that was a bit difficult tough. In addition the analytics it provides also needs some improvement.
What problems is the product solving and how is that benefiting you?
Overall this is best tool. Further it has showed me a new way, where I manage the tickets and could reduce the complexities, because each ticket is already occupied with the necessary data, which I required. Moreover, it is very effective in terms of providing the details reporting and I would also like to appreciate its interface as well. Its KPIs are assisting me to better understand the IT performance.
Recommendations to others considering the product:
This amazing tool will help you a lot in reducing your workload. It will help you a lot in saving precious time. It is available in various plans and you can choose the one accordingly. Firm my side it is highly recommended.
New journey with sysaid
What do you like best about the product?
Flexibility in configuration , different modules including LDAP integration, portal as well as survey support
What do you dislike about the product?
It would take time to explore full capabilities of solution provided but there are no shortcuts for excellence
What problems is the product solving and how is that benefiting you?
Better reporting, cloud based solution , knowledge base for self help tool, inventory management , remote assistance - one stop shop for all your needs
Recommendations to others considering the product:
It’s cost effective and offers a lot of functionalities other than just an incident management toold
Great customer service support
What do you like best about the product?
They listen to the customer's needs and ask for more information, so they have a better idea of our needs.
They state the solution step by step and ask for confirmation if there is any other question regarding this request.
They also follow up with you after some time and ensure that everything was alright as expected.
They state the solution step by step and ask for confirmation if there is any other question regarding this request.
They also follow up with you after some time and ensure that everything was alright as expected.
What do you dislike about the product?
It is a very powerful ISTM tool, but quite a bit of customization to get it perfect. It does take me some time to learn each future they offer and how you can combine them and make automation happen. I will have to request a training session to a better understanding of the future they offer.
What problems is the product solving and how is that benefiting you?
We are looking for a proper escalation process notification setup and rule set up to better drive our helpdesk process.
We were not using all the future that SysAid has been an offer, and now is time to customized and make it works better for us.
Therefore, I was asking for a proper timer setup, escalation notification setup, and other functionality of the SysAid. So I can combine all the future and tweak them for our needs.
We were not using all the future that SysAid has been an offer, and now is time to customized and make it works better for us.
Therefore, I was asking for a proper timer setup, escalation notification setup, and other functionality of the SysAid. So I can combine all the future and tweak them for our needs.
Recommendations to others considering the product:
Outline all your need from this tool and customized together with them while deploying this ticket system.
It is a very powerful ISTM tool, but quite a bit of customization to get it perfect. Their professional team is great, and they listen to your need very carefully. Without telling them what your organization needs in the first place. It would tough for them to help you customized the SysAid system for you but more generally for every organization instead.
It is a very powerful ISTM tool, but quite a bit of customization to get it perfect. Their professional team is great, and they listen to your need very carefully. Without telling them what your organization needs in the first place. It would tough for them to help you customized the SysAid system for you but more generally for every organization instead.
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