SysAid
SysAidReviews from AWS customer
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SysAid - Great customizable ITSM tool
What do you like best about the product?
How easy it is to customize anything. We have completely customized everything to what we want.
What do you dislike about the product?
It was the support, but that has improved tremendously. Now it's maybe the look and feel. They have improved on that as well. I would like to see email templates improved.
What problems is the product solving and how is that benefiting you?
All sorts of tickets for many departments. Also change management, projects and CMDB for asset tracking.
Recommendations to others considering the product:
If you want a product you can customize to your needs then SysAid is the right choice.
SysAid is a great ITSM that provides a robust, feature rich experience
What do you like best about the product?
SysAid has been instrumental in unifying the ticket and request workflows. Their professional support has always been receptive and their ability to present solutions for complex business processes has always been impressive. We consider them a strong ally in assuring that our IT departments can provide the best service to our teammates.
What do you dislike about the product?
SysAid is a resolutely stable system. It does everything its advertised as doing in a feature rich and robust manner. If I had to pick a critique its more along the lines of evolutionary. SysAid's features and visuals are currently being updated. This process is conducted in a manner as to not cause issues with various parts of the system. The consequence of this are various applications of a component in different manners in different "subsystems". This is smart on the company's part as it does not disturb any functionality of the overall system. For back-end administrator's, this transition can take adjustment as you jump from configuring various features. These changes are seamless in application for end users and administrators.
What problems is the product solving and how is that benefiting you?
SysAid allows for the flexibility required to adapt to our organization. Each IT department of our decentralized organization is unique. Sysaid allows us to create a customized experience at local IT levels while maintaining the ability for service records to be escalates to other tiers within the organization.
Easy To Use
What do you like best about the product?
Ease of use. Didn't take much long to learn how to use and customize for our company. At first functionality was difficult in early stage but it has improved a lot over the years. The asset tracking is great! You can identify equipment with login. You can do automate windows updates, you can even remote into the device from within SysAid. This is very helpful when trying to fix a problem.
What do you dislike about the product?
Some fields do not auto populate such as time.
What problems is the product solving and how is that benefiting you?
Inventory control was one major issue and we were able to resolve it by utilizing SysAid 's asset feature. However, like any other Inventory Control software, it is only as good as the data entered.
Recommendations to others considering the product:
If you need a ticketing system for small or large business with ease of use it is a plus. I have not used reporting a lot but it is useful.
Why we choose SysAid's Help Desk Software
What do you like best about the product?
A very powerfull ticket management tool, is very easy to install it and start using it, you can modify/personalize the flow that the ticket will follow and create different roles for the team members, log the time of the activities and have an insight panel in where you can see a summary of the tickets pending for assignation, closed or being categorized depending of your needs.
What do you dislike about the product?
So far I have no complaints, the software does their job
What problems is the product solving and how is that benefiting you?
incident management, service request management, and complaints (and compliments) management. It organizes everything in just one tool.
Overall good - needs improvement
What do you like best about the product?
End user portal, flexibility and customisation
What do you dislike about the product?
Admin side of managing tickets. Messages between Admin and customer show in a way that isn’t fluent, wish we could customise the Admin portal more.
What problems is the product solving and how is that benefiting you?
Everything in one place, can audit all our customer interactions and reporting is made much easier
Fantastic Customer Service
What do you like best about the product?
Strong ticketing system, and good IT monitoring tools.
Easy to deploy workstation monitoring tools over the network with Remote Deployment Servers. The website is also fairly intuitive and easy to use. The system is also highly customisable for both Logos and Branding, as well as for the more technical things such as support forms, and monitoring templates.
Reasonably large choice of Addons available as well, giving additional features such as integration with, JIRA, Trello, Slack, Office 365, Nagios, Sage, Sales Force and Visual Studio.
Really like the customer service as well, they always get back to me and have solved every issue I've come across.
Easy to deploy workstation monitoring tools over the network with Remote Deployment Servers. The website is also fairly intuitive and easy to use. The system is also highly customisable for both Logos and Branding, as well as for the more technical things such as support forms, and monitoring templates.
Reasonably large choice of Addons available as well, giving additional features such as integration with, JIRA, Trello, Slack, Office 365, Nagios, Sage, Sales Force and Visual Studio.
Really like the customer service as well, they always get back to me and have solved every issue I've come across.
What do you dislike about the product?
The upgrade path/process for Linux / Docker setups could be simpler.
Message history within tickets could also be improved to be more clear, this is especially noticeable with very long tickets.
I would also like the ability to group tickets by owner, as the current filtering system isn't quite as nice to use as the old Support Desk (HESK) system.
Message history within tickets could also be improved to be more clear, this is especially noticeable with very long tickets.
I would also like the ability to group tickets by owner, as the current filtering system isn't quite as nice to use as the old Support Desk (HESK) system.
What problems is the product solving and how is that benefiting you?
We've used SysAid for customer support tickets and server management.
Recommendations to others considering the product:
Good choice for an integrated ticketing and IT management solution, but may be worth looking into the Windows version over Linux/Docker. Windows appears much simpler to install and upgrade / maintain. If you do go for a Linux install, Ubuntu is a strong shout for an Operating System, I'd avoid CentOS, despite my preference as we initially had some issues on that OS.
Fantastic customer service however, and I recommend them wholeheartedly.
Fantastic customer service however, and I recommend them wholeheartedly.
Very good ITSM tool and CMDB
What do you like best about the product?
The functionalities provided by design are quite complete
a lot of possible parameters to align it to our process
a very good Asset and configuration Management tool with automatic update of Asset
a lot of possible parameters to align it to our process
a very good Asset and configuration Management tool with automatic update of Asset
What do you dislike about the product?
Lack of flexibility for the design of the Self-Service Portal and maybe the fact that the implementation process is fully remote
What problems is the product solving and how is that benefiting you?
increase our customer satisfaction
increase accuracy of our Asset and CI
enabling to take decision based on good statistic
providing us a good dashboard about support operation
increase accuracy of our Asset and CI
enabling to take decision based on good statistic
providing us a good dashboard about support operation
Recommendations to others considering the product:
very good tool and very intuitive
cmdb capabilities are very good
automatic asset update is important
cmdb capabilities are very good
automatic asset update is important
Good and basic tool for ticketing purpose
What do you like best about the product?
This ticketing tool provides ease of access and costs less compared to other ticketing tools.
Includes all the ITIL practices. Can create incidents, changes, problem records.
Easy to understand.
Can be integrated with other softwares as well. Automatic ticket generation is possible.
Able to assign multiple tickets at a time.
Includes all the ITIL practices. Can create incidents, changes, problem records.
Easy to understand.
Can be integrated with other softwares as well. Automatic ticket generation is possible.
Able to assign multiple tickets at a time.
What do you dislike about the product?
At times there are issues when auto tickets are not generated.
When alerts are received on monitoring tools, the coresponding tickets are not generated.
Does not provide depth of services.
When alerts are received on monitoring tools, the coresponding tickets are not generated.
Does not provide depth of services.
What problems is the product solving and how is that benefiting you?
Able to create tickets, take updates on pending issues, assign tickets to respective teams
Recommendations to others considering the product:
Good for small scale organization as it provides basic needs of a ticketing tool
SysAid Ticketing Tool
What do you like best about the product?
User friendly
Easy to use
Multiple alerts can be routed at once
Easy to use
Multiple alerts can be routed at once
What do you dislike about the product?
Slowness issue
Logout after every 5 min
Filters some time automatically gets removed
In case of multiple routing of incidents.The incident may get assigned to some other team
Logout after every 5 min
Filters some time automatically gets removed
In case of multiple routing of incidents.The incident may get assigned to some other team
What problems is the product solving and how is that benefiting you?
Incident creation
Incident routing
Change
Request
Fetching logs
Reports creation
Incident routing
Change
Request
Fetching logs
Reports creation
Sysaid review
What do you like best about the product?
I really like friendly user interface, the way how you speak with your own costumers, no more duplicate tickets for something that is not working, the way how you can customize your own e-mail, pretty nice view of dashboard with tickets.
What do you dislike about the product?
I don´t like that there is no HTML editor integrated into the system, and the way for using JavaScript.
What problems is the product solving and how is that benefiting you?
I am solving problems related to users problems with software, printers, computer, internet... The mostly what users report me is problems with our own software. But there are also a lot of tickets related to Microsoft Word, Microsoft Excel, Microsoft Power Point, Microsoft Outlook, Medavis RIS, PACS. The good thing with Sysaid is that there is no more phone calls, no more SMS messages. All what users must to do is: Open Sysaid and report the problem. Nothing more, so much easy.
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