SysAid
SysAidReviews from AWS customer
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Great product!!
What do you like best about the product?
Improved business processes, really easy to use and adopt by the users in the company. We have had no issues at all with the software (not buggy)
What do you dislike about the product?
None that I can think of, Other than the reporting module that is taking some time to get used to the rest is really good.
What problems is the product solving and how is that benefiting you?
Ticket tracking, asset management, performance monitoring. We are managing our department better, and keeping better track of our assets.
Recommendations to others considering the product:
Go for it! It is a great business tool and with the excellent support you can not go wrong!
SysAid Helpdesk and Asset Inventory
What do you like best about the product?
Our Professional Services Consultant was extremely knowledgeable and helpful.
What do you dislike about the product?
Configuring custom views for groups/ticket queues.
What problems is the product solving and how is that benefiting you?
ease of opening tickets for our end users - simply sending an email and then setting up routing rules for ticket classification or assignment. it is also nice to have our assets and helpdesk in one place.
Powerful customer service
What do you like best about the product?
A ticket system that controls the service of our department, based on a software to track incidents or problems for the users of our company. The commitment generated by this tool is close with the user. In it we can observe each management of the agents or specialists of the system area, the same system is treated under a first level of attention and depending on the criticality of the problem, it is scaled to second levels of attention. Thanks to its historical section, we can verify who has had and who has seen each incident. This tool through users synchronized with the active directory of the company have privileges within the tool that allows you to consult, generate or edit tickets according to the role you have.
What do you dislike about the product?
The direct attention with the user has become a problem through the tool directly, since the messaging function by electronic mail, does not interact directly within the system but in a foreign way by means of emails, which indicates that the user does not register under the same tool some change or thought of direct feedback with the attention specialist. However, the tool meets the basic needs of user care
What problems is the product solving and how is that benefiting you?
Direct cases are resolved in our company. Customer service has become dispensable through SysAid. With this each management the user feels better attended by knowing in a formal way how the process of care management goes. It has totally improved the quality of service and has created trust in the interaction of users with the customer service department.
Recommendations to others considering the product:
I recommend as a user of SysAid that customer service is and will be of great quality as they use this tool. Response times and growth will be gigantic compared at all times.
Great and value-filled Help Desk tool for IT
What do you like best about the product?
You get a ton of "bang for your buck" with SysAid. Easy to understand End User access. Easy to implement with their hosted solution and LDAP integration.
What do you dislike about the product?
Have had some occasional hosted environment downtime with not the greatest communication from SysAid as to ETA to be up or root cause. They have improved recently with the communication.
What problems is the product solving and how is that benefiting you?
Needed to modernize and get a functional Help Desk system to better support our End Users as well as report out on what the IT Department was doing.
Recommendations to others considering the product:
I think it's probably the best value IT Help Desk solution out there.
Help Desk Software
What do you like best about the product?
SysAid is a modular ticket management program that adapts to all the needs of the company. It manages all the processes of the technology support center.
The users upload the incidents in the SysAid web portal through the association of the active directory of the company and the cloud service of SysAid. After authentication the user can manage their index to the IT department of the company.
Help-desk staff is responsible for distributing the corresponding tickets to each resolving entity in the IT area. End users can track their incidence from the moment it is created, until it changes status and is solved. They also have the ability to chat with IT staff.
SysAid has something called knowledge base is a database where you have stored the tips and possible solutions that IT staff gives for each incident. This is very helpful since it reduces the IT response time to the end user.
SysAid is highly customizable, it has a customizable and intuitive web interface, easy to configure and implement.
In each indicencia is the section of solution where the IT staff indicates the solution to the case, this is the activities tab where you see the time of solution, the message section where you see the interaction of the end user with IT, the chat area It also corresponds to the interaction of the end user with IT and greatly helps the history of the incident from who creates it up to the scaling it has had over time.
The users upload the incidents in the SysAid web portal through the association of the active directory of the company and the cloud service of SysAid. After authentication the user can manage their index to the IT department of the company.
Help-desk staff is responsible for distributing the corresponding tickets to each resolving entity in the IT area. End users can track their incidence from the moment it is created, until it changes status and is solved. They also have the ability to chat with IT staff.
SysAid has something called knowledge base is a database where you have stored the tips and possible solutions that IT staff gives for each incident. This is very helpful since it reduces the IT response time to the end user.
SysAid is highly customizable, it has a customizable and intuitive web interface, easy to configure and implement.
In each indicencia is the section of solution where the IT staff indicates the solution to the case, this is the activities tab where you see the time of solution, the message section where you see the interaction of the end user with IT, the chat area It also corresponds to the interaction of the end user with IT and greatly helps the history of the incident from who creates it up to the scaling it has had over time.
What do you dislike about the product?
Lately the service in the cloud has had its falls of a few minutes but they have become a little more everyday. With respect to the operation of the tool I have no objection.
What problems is the product solving and how is that benefiting you?
Lately the service in the cloud has had its falls of a few minutes but they have become a little more everyday. With respect to the operation of the tool I have no objection.
Recommendations to others considering the product:
SysAid in a modular program for the management of ITIL services that go beyond Service Desk
"SysAid Review"
What do you like best about the product?
SysAid is a normal apparatus, it has many customization's to supplement the organization and control of any Service Request, can make classes and sub-classes for a right grouping of solicitation or episode. The UI is agreeable and simple to utilize.
What do you dislike about the product?
The learning base editorial manager is somewhat irritating to work with. It unquestionably needs a visual and highlight update also.
What problems is the product solving and how is that benefiting you?
It has empowered us to streamline the nature of our administrations. With the assistance of this apparatus ticket generation is overseen in an increasingly composed manner and with more noteworthy control of the work force responsible for giving the essential administration.
Recommendations to others considering the product:
I recommend the device in the event that you need to take a certified and far reaching control of your organization, an opportunity to have a total and customized consideration.
My experience with SysAid
What do you like best about the product?
Is a complete tool for administrate: request, incidents and problems, keep update our asset, and help us to create a culture organization about the single point of contact.
have the option to conect remote to another machien ad take the control.
With the mobile app our team know in real time when a tikcet has been assigned and can begin to process.
With the integration with Qlik the dashboards provider most fast the information that we need, and this was a very important improvement.
Weekly SysAid Blogs have important information about ITIL or Service desk process,
The availability is other caracterist that I like, i don't remember the last time when we don't have access to SysAid.
With F11 hotkey to acces directly to sysAid the user can reporte an issue quikly buecause we hace configurate templates for every category and subcategory.
The rules of notification keep informed to all my team.
have the option to conect remote to another machien ad take the control.
With the mobile app our team know in real time when a tikcet has been assigned and can begin to process.
With the integration with Qlik the dashboards provider most fast the information that we need, and this was a very important improvement.
Weekly SysAid Blogs have important information about ITIL or Service desk process,
The availability is other caracterist that I like, i don't remember the last time when we don't have access to SysAid.
With F11 hotkey to acces directly to sysAid the user can reporte an issue quikly buecause we hace configurate templates for every category and subcategory.
The rules of notification keep informed to all my team.
What do you dislike about the product?
Is little expensive this is a limiting when we need include more administrators.
What problems is the product solving and how is that benefiting you?
SySaid is the on point of contact to request something to TI, in the past existed many ways to do this, and they dont have control and order to attend all.
We have two places in distinct cities SysAid help me to take remote control secure and fix problem in shortly time.
The assest management module alert me when an user install new unautoriized software or when a machine need resolve a vulnerability.
We have two places in distinct cities SysAid help me to take remote control secure and fix problem in shortly time.
The assest management module alert me when an user install new unautoriized software or when a machine need resolve a vulnerability.
Recommendations to others considering the product:
begin with a service desk module
Great system and company
What do you like best about the product?
Great company to work with. The workflows are easy to set and stay on top of your work. Reporting inside of tool is very helpful. Current updates are making it better everyday
What do you dislike about the product?
Cloud could be slow at times but they have addressed all concerns. Feature request list can be length but they do listen to needs and add them.
What problems is the product solving and how is that benefiting you?
We needed a centralized system we could enter and manage tickets across companies. It has cut our time for ticket completion down. Reporting capabilities is great. Able to see ticket trends much better now.
Recommendations to others considering the product:
Look at all features before start configuring
Easy Install, End users up and active quickly
What do you like best about the product?
Reports, templates, workflow. Customizations on view for my different teams
What do you dislike about the product?
I am new and have not had any downside really. Took me a bit to get the hang of email flow but otherwise no issues
What problems is the product solving and how is that benefiting you?
Workflow and templates have been huge time savers for the Admin staff.
Recommendations to others considering the product:
Great Product, easy to get launched. Work with your trainer on getting Inventory launched and get templates and workflow going quickly. Big time savers
SysAid a Great tool for a IT Department
What do you like best about the product?
For our department it is important to keep a good control of the requests of the users. SysAid has helped us in this management and be able to measure the efficiency and effectiveness
What do you dislike about the product?
I want SysAid could improve the communication of the devices with the local RD servers; at least in my case, usually lost connection.
What problems is the product solving and how is that benefiting you?
Better request control. Measure effectiveness and efficiency. Better management of Equipment. An easier way to create compliance indicators.
Recommendations to others considering the product:
Testing the software is the best option to know if it applies to the needs of the IT department
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