SysAid
SysAidReviews from AWS customer
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Great no hassle tool
What do you like best about the product?
It is a simple tool, just enter log-in credentials and you can easily open tickets
What do you dislike about the product?
The GUI can be improved to match what is common in 2019
What problems is the product solving and how is that benefiting you?
Used for administration and IT issues
Sysaid user
What do you like best about the product?
We have been using SysAid for over 5 years. It has streamlined our fault reporting processes and allowed users to report faults with confidence. Staff love the F11 reporting tools and now being able to attach videos of their faults. The asset register has also been a useful tool for us.
What do you dislike about the product?
No real downsides, although there are always new features which we need to get up to date with!
What problems is the product solving and how is that benefiting you?
IT faults and issues. We have made good use of F11 and chat channels for end-users to raise new tickets.
Recommendations to others considering the product:
Take your time it getting it right from the outset, make use of the training and excellent support.
Easy to use, intuitive, and stable Help Desk and Inventory Platform.
What do you like best about the product?
The easy install and update process from the technical side is positive.
Configuring routing rules and inventory assets is set and forget.
Integration with third party tools is a plus as well.
Configuring routing rules and inventory assets is set and forget.
Integration with third party tools is a plus as well.
What do you dislike about the product?
The slower timeframe for on premis update releases. There are a few bugs in the interface that I would like corrected a little faster.
What problems is the product solving and how is that benefiting you?
Central location for all requests and projects. Tracking and documentation of issues and problems. Inventory central repository.
Recommendations to others considering the product:
Look at the benefits of using the hosted version over on-premise. Hosted will have the latest releases and you will not need to maintain the server for ongoing use.
Great cloud based solution, worry-free
What do you like best about the product?
It is Cloud based and therefore we don't have to worry about updates or software management. Automatic emailing ticket creation and response is perfect.Users simply send an email to a designated address, a ticket is created, the user is responded to and the IT team also get an alert email. I also track jobs using the cloud based dashboard.
What do you dislike about the product?
Can be a head-scratcher setting up but the support is fantastic.The only problem is users and this is the same with any support portal system. A lot of the time I get stopped in the corridors or emailed directly so we have to gently persuade users to use the system.
What problems is the product solving and how is that benefiting you?
We can track issues and show the bosses what we do and how we do it. If a user complains about something not working (and it hasn't for a while) I politely apologise then say, when did you raise a Sysaid ticket? They then shrug their shoulder and realise the system works best when issue are reported and reported correctly.
Recommendations to others considering the product:
Give it a trial like we did then you'll most likely want to continue and purchase,
Brilliant Experience
What do you like best about the product?
Massively helpful, and helped eliminate problems, quick to address issues if and when they occur.
What do you dislike about the product?
Haven't had a bad experience, the company really looks after both end user and distributor.
What problems is the product solving and how is that benefiting you?
all four of the major service categories built in. That is, Service Request, Incident, Problem and Change Management are all included. With other Service Desk management vendors, these are all individually costed modules
Great product!
What do you like best about the product?
its so smooth I love the way its so navigable. Other products are very difficult to use in comparison and I think it has a great future moving forward. the price is very affordable in comparison to other vendors.
What do you dislike about the product?
nothing really I think its a great product and I cant wait to see what else the company do.
What problems is the product solving and how is that benefiting you?
none
SysAid made HelpDesk easier and more convenient
What do you like best about the product?
We've implemented sysaid almost 3 years ago, since then about 50% of end users are using sysaid to open service requests and get help, we have around 15000+ tickets opened since then, including from 3rd party integration with one of our suppliers custom made help desk software.
Managing service requests, assets, inventory, service request from 3rd party applications, with the help of API, became much easier.
The ease of setup, and administrating the system in general.
SysAid is very flexible, and can suit almost every need of our help desk department.
Even after 3 years we are still implementing Sysaid, but I hope it's going in right direction, I can notice the development team is doing a great job in adding new features, and fixing issues.
Managing service requests, assets, inventory, service request from 3rd party applications, with the help of API, became much easier.
The ease of setup, and administrating the system in general.
SysAid is very flexible, and can suit almost every need of our help desk department.
Even after 3 years we are still implementing Sysaid, but I hope it's going in right direction, I can notice the development team is doing a great job in adding new features, and fixing issues.
What do you dislike about the product?
Some minor bugs from earlier versions, and should've been solved already.
Reports (without reporting module) are not so clear.
Reports (without reporting module) are not so clear.
What problems is the product solving and how is that benefiting you?
The day to day end user support, becoming more efficient and less time consuming
Monitoring my organization's support request from one of our suppliers, with the help of API.
Monitoring my organization's support request from one of our suppliers, with the help of API.
Recommendations to others considering the product:
The implementation process can be a bit harsh, considering there is no time for anything due to constant flow of service requests incoming from a phone call, or via another help desk system.
But I believe that in the end it's worth it, considering all the benefits of the software, the ease of use, the simplification of managing service requests, managing company assets and inventory.
But I believe that in the end it's worth it, considering all the benefits of the software, the ease of use, the simplification of managing service requests, managing company assets and inventory.
Useful tool to organize ICT requests
What do you like best about the product?
With Sysaid we (IT department) know what we are doing, we know where do we have problems, we know who and how long is solving IT issue. On the other hand - our users, who submit tickets,know what is going on with theirs tickets - they get feedback when their ticket is opened, when is solving and when is closed.
What do you dislike about the product?
Well, Sysaid is great if users are using it - and fill it with data. So, to get maximum from SysAid, users and admins must strictly use SysAid portal - that is sometimes time consuming.
What problems is the product solving and how is that benefiting you?
We are tracking all our IT activities through SysAid: users problems & requests, our internal IT tasks (system administration, upgrades, backups...). We know, how much time we spend on certain tasks. With SysAid we don't loose and forget things any more.
Recommendations to others considering the product:
SysAid is an easy to implement and use tool. You can use it on premise or in cloud.
Also administration is pretty simple.
Also administration is pretty simple.
Brilliant Service Desk Software
What do you like best about the product?
SysAid provide mes with everything I need as a Service Desk Manager. The software is very intuitive for my customers and provides my technicians and engineers with everything that they need in one place. Asset management, reporting, mobile device management - SysAid has it all
What do you dislike about the product?
I can't think of anything which I actually dislike. Possible user defined reporting could be improved but that would be all.
What problems is the product solving and how is that benefiting you?
I have improved the efficiency of my service desk and customer support experience by using SysAid.
Recommendations to others considering the product:
Just do it!
It is a useful tool for managing my daily workload
What do you like best about the product?
I like the way I can update tasks which can be sent back to the user who raised them. It is also an easy way to monitor where the majority of my time is spent when addressing support tasks.
What do you dislike about the product?
It would be nice to be able to design questions that have to be answered specifically associated to tasks of a certain type
What problems is the product solving and how is that benefiting you?
Daily issues are logged from users of the laboratory information system in the hospital. It provides me with a description of the issue that is categorised based on the source of the problem and what is affected. I can prioritise my workload based on the urgency of the tasks.
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