SysAid
SysAidReviews from AWS customer
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Sysaid, still the best in the Business
What do you like best about the product?
The support once issue is received with clear details, the team go above and beyond to help in providing a lasting solution. Years of usage and still kicking, the team are working hard to meet market trends by implementing AI, this is good for business continuity.
What do you dislike about the product?
Some Issues when raised, require immediate developer attention, however, one must go through level one support and after countless back and forth, issue is eventually not resolved, and we have to live with the consequenses till suddenly a developer picks it up and resolves or its resolved in updates.
What problems is the product solving and how is that benefiting you?
Sysaid is currently investing greatly in AI. this is currently beneficial to our organization as we can (and have) leveraged on this to implement chatbots to assist provide resolutions and first level support to end users, thereby cutting the wait time for a resolver to assist.
Efficient and Comprehensive IT Management Tool
What do you like best about the product?
SysAid's comprehensive IT management capabilities, including incident and problem management, asset tracking, and remote control, are highly effective. The platform is intuitive, customizable, and integrates seamlessly with other tools, enhancing our overall efficiency at Republic Bank Ghana (PLC).
What do you dislike about the product?
SysAid's centralized dashboard offers a clear overview of all IT activities, making it easy to manage and track incidents and service requests. The Integraition into MS Team makes it more easy for end users
What problems is the product solving and how is that benefiting you?
SysAid addresses several critical IT challenges, such as incident and problem management, asset tracking, and service request handling. By centralizing these functions into a single platform, SysAid improves efficiency and reduces response times. The automation of routine tasks, such as ticket assignment and escalation, minimizes manual effort, allowing our IT team to focus on more strategic initiatives.
Sysaid is good for keeping track
What do you like best about the product?
The fact that running a help desk can get overwhelming with calls and emails sysaid allows the team a bit of structure to keep track of all issues
What do you dislike about the product?
If you don't have premium important features are not incorporated
What problems is the product solving and how is that benefiting you?
Keep track of all issues and allow customers to log non urgent jobs
SysAid review dealing with tickets and requests
What do you like best about the product?
SysAid has always been simple to implement and easy to use. You can quickly view tickets and requests. Within the last few years, we implemented the Self-Service Portal. The SSP is flexible and customizable and has given us the ability for end users to create their own tickets and requests.
What do you dislike about the product?
At times there can be performance issues. We have had users experience performance slowdowns when dealing with requests and trying to process workflows.
What problems is the product solving and how is that benefiting you?
We use SysAid for our helpdesk ITSM tool. We also use the asset tracking feature and the Self-Service Portal for requests such as new hires and terminations. Our level-one support is offsite and it's great that they can log in through the web to access SysAid without having to access the internal network. Our SSP was rolled out to assist our HR department with requests and it has been developed into a multifunctional tool for multiple departments. We've created request forms that are personalized for each department. End users can submit a form and it will route to HR, Finance, Facitlities, and so on.
SysAid Customer Review
What do you like best about the product?
The support I get from the implementation team
What do you dislike about the product?
Frequest account rep changes can cause missed communication
What problems is the product solving and how is that benefiting you?
We are using the SysAid service desk for multiple deparments to track support. We use it for HR, IT support, and soon to include Finance
Good program
What do you like best about the product?
Sysaid is good to help track tickets not any help desk ticket tracking system.
What do you dislike about the product?
The cons to this software is the following.
Bad at sending proper formated email. It is hard to find any update about the ticket within the email sent to the user.
System doesn't have a way to add additional users and or watch list people. When I need to include additional IT support people there is no way to add them to the ticket.
Choosing a user for the ticket is gluggy at best. Instead of being one of the first fields to fill in it is buried in the middle.
When choosing catagories - I should be able to go to the third category to choose my issue. The first and second category should automaticaly fill in for me. Instead it doesn't give any options. Makes it very difficult for a user to find the issue they are having.
Bad at sending proper formated email. It is hard to find any update about the ticket within the email sent to the user.
System doesn't have a way to add additional users and or watch list people. When I need to include additional IT support people there is no way to add them to the ticket.
Choosing a user for the ticket is gluggy at best. Instead of being one of the first fields to fill in it is buried in the middle.
When choosing catagories - I should be able to go to the third category to choose my issue. The first and second category should automaticaly fill in for me. Instead it doesn't give any options. Makes it very difficult for a user to find the issue they are having.
What problems is the product solving and how is that benefiting you?
n/a
Not a Fan
What do you like best about the product?
It does provide a reliable ticketing system
What do you dislike about the product?
Overly complicated, difficult to configure.
What problems is the product solving and how is that benefiting you?
Tracking and displaying user's issues.
Efficient and customisable
What do you like best about the product?
Very efficient and customisable, easy to implement, fast response from customer support, love the chat AI bot. Integrates perfectly with Azure AD and MS Office single sign-on. Reporting is very easy to create and find the information you need.
What do you dislike about the product?
There is so much to learn and the system does so much.
What problems is the product solving and how is that benefiting you?
We needed one unified platform to contain all the information and communication in one place. SysAid has pretty much everything we need without needing to go to several different places.
Overall Solid Product
What do you like best about the product?
The software is simple and will cover all of your basic needs.
What do you dislike about the product?
It is missing one major thing for me. The installer cannot be customized to automatically assign groups to assets which is annoying when you have lots of devices.
What problems is the product solving and how is that benefiting you?
Sysaid provides us with a solid platform with ticketing, and also with other features that support our adaptation of ITIL. This allows us to provide better service.
Flexible Tool Which Ticks Lots Of Boxes
What do you like best about the product?
Simple layout and useable ticket types out the box
What do you dislike about the product?
The Api needs to be updated to better use a restful api approach, custom fields are a pain to utilise. Maybe some connectors for logic apps / power automate would be useful for example
What problems is the product solving and how is that benefiting you?
Enables the logging of requiremetns from the insfrastructure team and allows customers to log their bugs and issues with our software
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