SysAid
SysAidReviews from AWS customer
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Great ITSM Solution
What do you like best about the product?
The ease of implementation and the quality of PS engagement with ongoing questions and support. They take the time to listen and provide solid guidance on how to implement this solution to meet your business needs.
What do you dislike about the product?
As it's not a mainstream product at this time, it is hard to integrate this solution with other products using OOB connectors. Typically we have to leverage PS dollars on other solutions to be able to integrate or feed data via API into SysAid. With that said, if your company has an in-house development team, this may not even be an issue.
What problems is the product solving and how is that benefiting you?
We did not have a holistic ITSM solution and SysAid is solving that need. SysAid is ensuring we are being able to capture, analyze and perform reporting on our users needs and to be able to respond to them quickly while providing excellent customer service.
Recommendations to others considering the product:
Ensure you have your business cases established prior to implementing SysAid so this tool is designed around your needs
Sysaid, 8 years on and still using
What do you like best about the product?
Sysaid has a great user interface and varied options to access and log issues. The integration into existing systems allowed us to further develop and improve business process.
We recently reached a 100k milestone of logged tickets over of the last 8+ years of use. Still going strong
We recently reached a 100k milestone of logged tickets over of the last 8+ years of use. Still going strong
What do you dislike about the product?
Nothing, product actually works as you would expect.
What problems is the product solving and how is that benefiting you?
With many older systems in use the business needed a solution that allowed for central issue logging. Sysaid was the fit.
We have seen improvements to business processes and workflow with the improved integration options with some of our other systems now logging to Sysaid.
We have seen improvements to business processes and workflow with the improved integration options with some of our other systems now logging to Sysaid.
Recommendations to others considering the product:
Speak to existing clients, compare the suite and definitely trail the software
Exactly what we needed in a time of crisis
What do you like best about the product?
Support from our onboarding specialists.
What do you dislike about the product?
The lack of Android compatible app. Sysaid does have an iOS app but most of our organization uses Android devices.
What problems is the product solving and how is that benefiting you?
Due to the coronavirus pandemic we were suddenly thrust into working from home. Our old ticketing system didn't allow us to access it from the outside. Sysaid allowed us to communicate and keep our workflow going as if we were in the office still.
Recommendations to others considering the product:
Use your on boarding specialists as much as possible. Ours was very receptive and explained all of the features we weren't familiar with.
Excellent ticket automation
What do you like best about the product?
finding the self service portal for our end users has proven to be viable. The ticket automation makes my job much easier
What do you dislike about the product?
integration of 3rd party is a little difficult
What problems is the product solving and how is that benefiting you?
less tickets due to self service portal.
Best ticketing and inventory software
What do you like best about the product?
Easy to use and manage
Simple to upgrade
Very cost effective product
Simple to upgrade
Very cost effective product
What do you dislike about the product?
I rather never had option to have it on cloud only rather than using and managing on our VM.
What problems is the product solving and how is that benefiting you?
It related issue,
Patches
Inventory
Etc
Patches
Inventory
Etc
Recommendations to others considering the product:
When purchasing this product take th wad ice of the sales person and go directly to cloud based version rather than on premise.
It is useful to organize and monitor the workflow.
What do you like best about the product?
It is an extremely useful tool because it allows you to manage the work flow in a super effective way, thus controlling the time that the development of different activities entails, managing to promote the development of activities in a more effective way.
What do you dislike about the product?
Integration with other tools is very awkward to execute with this tool, I think that is the only negative thing I have noticed about this tool. It would be ideal if they updated this aspect.
What problems is the product solving and how is that benefiting you?
This is a fundamental tool to monitor how the entire workflow is carried out, thus evaluating how long it takes to develop each of the activities.
Great ITSM tool
What do you like best about the product?
Thumbs up for Sysaid! Really helped reduce the SLA's of our support teams. Would recommend this product to all organizations looking to streamline their ticket handling process.
What do you dislike about the product?
Liked everything. Would thouroughly recommend.
What problems is the product solving and how is that benefiting you?
Shorted SLA's for support.
Adequate for IT and moving in the right direction
What do you like best about the product?
The reason there are so many helpdesk solutions out there is that everyone's needs are different and it is very difficult to find something that exactly meets your requirements. I feel like for the size and working style of our support team, SysAid provides the right amount of features and functionality without being too cumbersome. Our users simple email our support address to submit a ticket in SysAid, and our operators assign it to the most appropriate user.
What do you dislike about the product?
The interface isn't super modern and sometimes the filtering doesn't always work. There are a number of areas for communication (notes, messages, and solution) and it isn't always obvious what is private on the ticket vs what goes back to the user which can cause confusion. I have not investigated to see how much we are able to customize the layout of the forms within the ticket but if possible I could likely streamline it to nullify my complaints. Also, the mobile app is atrocious but that would be an easy win for them to upgrade in the future.
What problems is the product solving and how is that benefiting you?
By routing all of our other requests (email, phone, office walk-ins) to SysAid we're getting better stats on our support demands which is allowing us to develop proper SLA's with our other departments and set more realistic expectations. Internally, we're then better able to manage our workloads and focus our efforts on improving areas where we receive the most support requests.
SysAid ITSM
What do you like best about the product?
The best thing I like about SysAid is about creating service requests. it gives an opportunity to define all assets and their categories.
What do you dislike about the product?
creating workflows, but with more training and hands-on experience it can be easy.
What problems is the product solving and how is that benefiting you?
we are solving helpdesk issues, it has become easy to mange requests and incidents
Recommendations to others considering the product:
It is a very good helpdesk software and IT service management software and eas to use
Stellar Account Rep!
What do you like best about the product?
Our Enterprise Account Manager - Jonathan Sacker!
What do you dislike about the product?
Some RTF issues when entering KBs that is already known.
What problems is the product solving and how is that benefiting you?
We are directing users to figure out their issues on their own. At least 50% of the tickets are coming through SysAid.
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