SysAid
SysAidReviews from AWS customer
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Great product with great support
What do you like best about the product?
Price is good, out of the box features are great and it is very easy to configure the system yourself. I have had some great support and service from everyone I have spoken with at SysAid, from the initial sales contact, through the solution architects and the general support response has been fantasic. I had not expected such good support for a product at this price point.
We reviewed 4 products alongside SysAid and SysAid were the mosyt responsive and supportive during this selection process
We reviewed 4 products alongside SysAid and SysAid were the mosyt responsive and supportive during this selection process
What do you dislike about the product?
Some of the features are still in development but the rate of releases with new features seem good. overall I would not let this put you off using the product the rest of the features are great and new features come through every few weeks on the SaaS platform.
What problems is the product solving and how is that benefiting you?
Our old system, Remedy was to rigid, to expensive to maintain and costs for bespoke development were horrendous. One of our main reasons to use this system was the ability to complete and adjust the configuration our self, SysAid's model complexly worked with this and their knowledge transfer sessions were great.
Recommendations to others considering the product:
Just try it out, the free trial is great and they are very supportive. Most people could probably use it out of the box with only minimal configuration and there is plenty of community and formal support available to help when you want to try out some of the more advanced features.
A good product that needs to improve the user experience
What do you like best about the product?
The chat where you can send messages without talking directly to the employees.
It's
Makes proper management of all users' calls.
There are capabilities for tools such as attaching files, sending emails on every reply when someone answers, etc. which helps greatly in calls management.
It's
Makes proper management of all users' calls.
There are capabilities for tools such as attaching files, sending emails on every reply when someone answers, etc. which helps greatly in calls management.
What do you dislike about the product?
The design is very cumbersome and not very clear, which causes user discomfort.
Switching between the different tabs does not shows alerts when something is not saved.
In the main screen, it's not clearly to find the calls that belong to you.
Switching between the different tabs does not shows alerts when something is not saved.
In the main screen, it's not clearly to find the calls that belong to you.
What problems is the product solving and how is that benefiting you?
The tool helps manage user calls much better. The tool provides chat capabilities between members of the organization without speaking to them directly, and the tool provides good readability capability including file attachments, evidence, etc.
Within the team there is clear monitoring of everyone's tasks including current status for each mission
Within the team there is clear monitoring of everyone's tasks including current status for each mission
Recommendations to others considering the product:
In general, the software works good and provides the required using. There are some uncomfortable things:
1. The overall design needs improvement.
2. The user experience is not clear and sometimes you have to click a lot to get to the desired location.
3. Tab switching does not always go smoothly and sometimes information is lost.
I would recommend that they do a comprehensive pre-use tutorial as well as good instruction for new users. That way they can use the software more easily and without the initial difficulty that is somewhat incomprehensible
But again, Do the job
1. The overall design needs improvement.
2. The user experience is not clear and sometimes you have to click a lot to get to the desired location.
3. Tab switching does not always go smoothly and sometimes information is lost.
I would recommend that they do a comprehensive pre-use tutorial as well as good instruction for new users. That way they can use the software more easily and without the initial difficulty that is somewhat incomprehensible
But again, Do the job
SysAid - Powerful and improving
What do you like best about the product?
SysAid provides useful tools to solve it issues quickly and efficiently.
What do you dislike about the product?
The remote control support without the teamviewer addons
What problems is the product solving and how is that benefiting you?
All sorts of it issues. We also use workflows to improve sales and HR processes
A very Convenient Tool for IT and Ticket management
What do you like best about the product?
It performs very well, no slow down or black-outs. This tool make easy to manager several IT resources at a time.
Ont he other hand, it is very flexible allowing to customer to open tickets thru a Web portal, and follow up any update in the cicle.
Ont he other hand, it is very flexible allowing to customer to open tickets thru a Web portal, and follow up any update in the cicle.
What do you dislike about the product?
Poor project management tools and quite pricey.
Task management is a little confused, and it hard to determine dependencies between then. Additionally, UI in this module is outdated and hard to find most of the common options (e.g. filters).
On the other hand, the documentation for API es very poor, so people have to try-error to make and integration with other program or platform.
Task management is a little confused, and it hard to determine dependencies between then. Additionally, UI in this module is outdated and hard to find most of the common options (e.g. filters).
On the other hand, the documentation for API es very poor, so people have to try-error to make and integration with other program or platform.
What problems is the product solving and how is that benefiting you?
Basically, manage and control order for new features, support tickets and bug solving. Service desk is well built.
This tools allow you to tailor your own KPIs, BI reports, List and set timers with alerts and the likes. New features are outstanding, specially work flow design and control.
This tools allow you to tailor your own KPIs, BI reports, List and set timers with alerts and the likes. New features are outstanding, specially work flow design and control.
Recommendations to others considering the product:
It is pricey, at least cloud service (SaaS), but it is worthy. This platform performs well, and solved the most of typically problems that managers and technical personnel have.
Super customer service!
What do you like best about the product?
The feature I like best is their customer service. If you ever need assistance with configuring something, they are more than willing to assist. In addition, they are available to help with general questions as well. They will make suggestions on how to be more efficient when necessary - which I find very useful. The customer service representatives are available via phone, email or chat. I use the chat service most of the time as I find it to be very convenient.
What do you dislike about the product?
The out of the box reporting does not always suit my organizations needs; however, I have spoken to sysaid about this and they have taken many steps to improve the reporting. They are currently working on new features to make the out of the box reports much more useful. It is nice that they take their customer's suggestions under consideration.
What problems is the product solving and how is that benefiting you?
Our organization was in need of a ticketing system. After considering a different system, we selected Sysaid due to the fact that it is ITSM. In addition, the cost was very reasonable compared to some other available systems.
ITIL made easy by Sysaid
What do you like best about the product?
We love the way the system compliments our implementation of ITIL. It simply integrates into our AD and allows new users who have little IT knowledge, allowing them to follow simple managed steps to find support. Utilising the FAQ means users can get support before they even log a call and can get them back up and running in less than a minute.
What do you dislike about the product?
Some workflows can seems too tab based and would be good if items should auto appear or disappear depending if it has been selected or not.
What problems is the product solving and how is that benefiting you?
We have seen both issues and requests get logged via Sysaid. We have found sysaid has been such a powerful tool, even more so since the Covid-19 pandemic and working from home has become more the norm. We can remotely control users machines, which still amazes people even to this day. We have seen a reduction of open tickets and increase in customer satisfaction since we deployed Sysaid.
SysAid - Review.
What do you like best about the product?
The interface, and that it's cloud based.
What do you dislike about the product?
I think the mobile application needs some work.
What problems is the product solving and how is that benefiting you?
We are keeping track of tickets across multiple geo-graphical locations. SysAid has helped to keep the team in sync and also to track assets across countries.
Sysaid Keeps us moving
What do you like best about the product?
Simple user interface and customised e-mail notifications allow our user to easily log calls and for us to work to resolve them. Workflow automations saves us a lot of time and effort and allows us to provide a more logged and re experience to our users. The ability to create custom reports for distribution to the management team helps us show the progress that we are making, the SLA that we have met and number of issues that have been solved by the team for both management and users. The support is fantastic and remote one on one sessions have made a real difference to both the functionality and usability of the product.
What do you dislike about the product?
Fewer updates than cloud providers would be the only slight dislike as I like seeing the new and exciting features available
What problems is the product solving and how is that benefiting you?
We previously had a ticking system that was not fit for purpose, sysaid has blown that out of the water from the word go. Sysaid scales as we do, allowing us to provide consistent support.
Great product changes our business for the better
What do you like best about the product?
Incident management - ease of use and management ability
What do you dislike about the product?
workflow configuration - too difficult to get started using
What problems is the product solving and how is that benefiting you?
internal business operations/incident management
Excellent poduct
What do you like best about the product?
It is an easy to use tool, easy to teach other coworkers. When creating tickets everything is very easy, the detail that can be given for them is very useful. For the attached files. Notifications are very helpful for one to notice when something is happening and to be aware of it.
What do you dislike about the product?
Does not relate tasks, is a bit slow and confusing
What problems is the product solving and how is that benefiting you?
Disorganization
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