SysAid
SysAidReviews from AWS customer
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Excellent Service Desk Ticketing Software
What do you like best about the product?
I really like the layout and ease of use. Find that it doesn't take long for someone to learn the essentials of the product. Also like the add-on features that are available in the product.
What do you dislike about the product?
It will sometimes not save your input if you are in and editing the same ticket as someone else. It would be nice if there was an ability to see if someone was also touching the same ticket you are in at the same time.
What problems is the product solving and how is that benefiting you?
We are seeing improved reports and metrics which gives us solid measurements for our Service Desk team. There are automation tools available that we have yet to implement and take advantage of. Considering enabling them soon.
Recommendations to others considering the product:
Consider the layout compared to others, you will appreciate how easy SysAid is to navigate through.
I use sysaid for handling user incidents and asset management
What do you like best about the product?
the platform is friendly and easy for my users to adopt and report incidents via the system. i also like the automatic discovery of assets and asset data
What do you dislike about the product?
nothing real. i find the platform useful
What problems is the product solving and how is that benefiting you?
- IT incidents management
- Asset management
- Asset management
Recommendations to others considering the product:
its an excelent easy to use and manage platform
Solid software with great support
What do you like best about the product?
This software is easy to tweak to your company and make it work for your environment. We have several different users working on our help desk and they can all customize their view to how they want to look at and manage tickets. Overall this allows our agents to be more productive. When you run into an issue there help desk is very quick to respond and makes sure you are running as expected before they even bring up ticket closure.
What do you dislike about the product?
There help desk is very helpful, but it is based in Romania. Being a US based customer this is a slight annoyance, as it can make for an odd communication blackout due to time difference. I wish they had a US based support team that way when I send correspondence later in the day I get a response that day rather than 2am.
What problems is the product solving and how is that benefiting you?
We have been able to log all of or user troubles into one streamlined system. This is aided by giving users several options to log an issue weather by a voicemail, email, or direct portal. Users having these options allows us to track all issues and has cut down on random fix requests that get forgotten about because they were asked via personal communication. We are also able to use the network discovery tool built into there agent to better track the computer assets in our environment. This has helped us cut costs by reducing the number of leased devices that get misplaced and then inadvertently bought.
Recommendations to others considering the product:
This product works as advertised.
Excellent product
What do you like best about the product?
AD integration, IT ticketing, Asset management
What do you dislike about the product?
Reporting is okay, but could be more robust.
What problems is the product solving and how is that benefiting you?
Helpdesk ticketing management/response to users. It has been an excellent tool for our organization.
Recommendations to others considering the product:
I can't say enough about the product and support!
Sysaid partnering with Allied Molded Products
What do you like best about the product?
ease of deployment, monitoring, and reporting IT department improvements to business.
What do you dislike about the product?
software asset management is clunky and requires a fair amount of manual setup before polling assets for the software.
What problems is the product solving and how is that benefiting you?
completely managing technology processes for the business needs.
Recommendations to others considering the product:
Great system for improving communications and managing information technology business processes.
First class support
What do you like best about the product?
The support options are fantastic. Staff can offer users a swift solution to any issue. The help desk allows for efficient project management.
What do you dislike about the product?
No major issues. Some more customisation around certain template fields would be great as well as tutorials for admins on the full features available to a help desk administrator.
What problems is the product solving and how is that benefiting you?
Project and work management. We are able to appropriately prioritise tickets and show staff a log of what actions have been taken.
happy sysaid camper
What do you like best about the product?
Automation of processes, makes inter-dependent tasks easier to streamline
What do you dislike about the product?
training options could be more flexible, offer online training options.
What problems is the product solving and how is that benefiting you?
allows us to measure our performance in serving our internal customers, allows us to respond to request with efficiency and accountability
Recommendations to others considering the product:
allow SysAid to view your processes and configure the product to best serve your needs
Amazing All-in-one ITIL tool!
What do you like best about the product?
So much customization and support staff is great! Always available for assistance in all tiers of issue I encounter.
What do you dislike about the product?
It can be complicated to fully grasp the ins and outs of the system. It would be great if there was a certification course of some sort.
What problems is the product solving and how is that benefiting you?
Efficiency has increased drastically and it has unlocked time that wasn't available before.
Full featured and Simple to use
What do you like best about the product?
I have used several other Help desk packages throughout the years and SysAid is very refined and simple to use. The onboarding is smooth and configuration has been easy.
What do you dislike about the product?
My only real wish is that I was able to import my previous' systems help desk tickets into the system but it is not currently capable of that. I have been told that they are working on it for the next release.
What problems is the product solving and how is that benefiting you?
We have acquired another company and SysAid can handle multiple LDAP domains easily making it easy to bring them into the same help desk system.
Sysaid for a fast paced secure way to help.
What do you like best about the product?
Simple menu's that are user friendly. Ability to reach help for specific sections through a simple click.
What do you dislike about the product?
Integration has a few issues, should be easier to setup and fix. maybe showing user roots that don't communicate for x amount of time could have a warning that way we can fix problems as they happen instead of waiting for someone to see the issue happening and complain to get it fixed.
What problems is the product solving and how is that benefiting you?
IT issues to maintenance for the building we are located in.
Recommendations to others considering the product:
this has to be the best value with consistent work flow.
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