SysAid
SysAidReviews from AWS customer
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Widely satisfied
What do you like best about the product?
The administration of tickets and inventory of assets, as well as the reports generated
What do you dislike about the product?
The remote control is not very effective, although it should be one of the most important tools
What problems is the product solving and how is that benefiting you?
Justification for acquisition of new equipment due to reports of failures reported
We love sysaid - our helpdesk runs so smoothly
What do you like best about the product?
The ticketing interface is really easy to sort and filter, see what's open, assigned to who etc.
What do you dislike about the product?
The remote control software is flakey. It often falls over and you cannot connect
What problems is the product solving and how is that benefiting you?
An efficient service desk that enables us to have a clear view of tickets and management of them.
Recommendations to others considering the product:
It's a great product that fits the bill if you are looking for a good all round service desk application.
Help Desk that can be customized.
What do you like best about the product?
Easy to setup and customize, you can have a Help up and running out of the box,
and if you like you can change the titles of fields.
There support team are there willing and able to help you whenever you call,
They even have an app they call "SysAid Panic" when you setup your profile and open
the app you will see a Big Red Button, pressing that get you call within I would say
5 to 10 minutes. Not only do you have Support on the line but parts of there managment
team as well. So there support is very good, I know I usd it once.
You can add custom fields, You can even have execute actions on save or on Load
to check field values or to set the value of the your fields.
You can setup you Inventory to help you keep track of your assets via and Agent, SNMP
scans or WMI scans to load the items into your Configuration Management DataBase (CMDB).
You can configure what values from the Agent data is loaded in to the CMDB, you can
even load the CMDB via CSV files so you have multiple ways to get your data into SysAid.
You can customize your Tickets to have the fields you want you can add your own fields
(Dates, Text, Number and List’s) if you don’t see what you need.
The Bottom Line SysAid is Easy to setup and configure the way you like of course within limits.
You can even add your own forms and templets and change the templates that came with it out of the box.
and if you like you can change the titles of fields.
There support team are there willing and able to help you whenever you call,
They even have an app they call "SysAid Panic" when you setup your profile and open
the app you will see a Big Red Button, pressing that get you call within I would say
5 to 10 minutes. Not only do you have Support on the line but parts of there managment
team as well. So there support is very good, I know I usd it once.
You can add custom fields, You can even have execute actions on save or on Load
to check field values or to set the value of the your fields.
You can setup you Inventory to help you keep track of your assets via and Agent, SNMP
scans or WMI scans to load the items into your Configuration Management DataBase (CMDB).
You can configure what values from the Agent data is loaded in to the CMDB, you can
even load the CMDB via CSV files so you have multiple ways to get your data into SysAid.
You can customize your Tickets to have the fields you want you can add your own fields
(Dates, Text, Number and List’s) if you don’t see what you need.
The Bottom Line SysAid is Easy to setup and configure the way you like of course within limits.
You can even add your own forms and templets and change the templates that came with it out of the box.
What do you dislike about the product?
There is not much to say here since you can customize the system.
What problems is the product solving and how is that benefiting you?
We are able to track Issues and emails pertaining to tickets all in one place.
We are able to see how many systems are running different versions of software , we can see who was the last person that used a system before it started to have issues.
We are able to monitor tickets and send out notifications based on SLA.
We have or system setup to set Groups or if you like Queues based on employee locations which is a big deal when you have to travel from location to location.
We are able to prefill Phone number and ext. and Location based on the user information in there profile so routing works.
We are able to see how many systems are running different versions of software , we can see who was the last person that used a system before it started to have issues.
We are able to monitor tickets and send out notifications based on SLA.
We have or system setup to set Groups or if you like Queues based on employee locations which is a big deal when you have to travel from location to location.
We are able to prefill Phone number and ext. and Location based on the user information in there profile so routing works.
Recommendations to others considering the product:
Give it a try you will be very surprised how easy it to setup, manage and use.
Good application to handle support requests
What do you like best about the product?
Ease of using the application, it is user-friendly.
What do you dislike about the product?
There is a lack of an alert when a new request is registered. To avoid missing any for an extended period in case you don't check while working on something else.
What problems is the product solving and how is that benefiting you?
Better management in the request for reports, in addition to avoiding missing any.
Sysaid supports the majority of our helpdesk requirements
What do you like best about the product?
I like the ability to see details about a device and log in to it from an Incident ticket.
What do you dislike about the product?
It really needs to provide a way to edit a group of devices or users in a table view without having to export the data to CSV, edit it,, then import it back into Sysaid. Why not be able to edit multiple assets from the table view.
What problems is the product solving and how is that benefiting you?
Helpdesk. We like that we are able to see the login history on a device.
Excellent tool for incident control
What do you like best about the product?
I like that you can provide continuity based on the team, as well as the portal for end users and the knowledge base.
What do you dislike about the product?
That there is not much information in Spanish and that I cannot integrate more information into the knowledge base.
What problems is the product solving and how is that benefiting you?
That on different occasions it is a lack of training of the end user and not a failure of the software or hardware
Continued SysAid user
What do you like best about the product?
Ability to track trouble to assets and individuals and analyze trends and performance of equipment and department.
What do you dislike about the product?
Nothing. It does what I need it to and is easy to use.
What problems is the product solving and how is that benefiting you?
Amount of work being performed by department.
SysAid Pros and Cons
What do you like best about the product?
What i like best is the audit that SysAid can provide when we can perform workstation and software specs
What do you dislike about the product?
I have not found anything that I dislike about SysAid, so far its been positive for us.
What problems is the product solving and how is that benefiting you?
Business provide us with ongoing open tickets and help us keep tracks, the benefit is pulling past ticket history and gives us directions to resolve a current ticket that we pull up from history.
Waimea College has been using SysAid on premise for many years over many versions as our Helpdesk Ti
What do you like best about the product?
Waimea College has been using SysAid on premise for many years over many versions as our Helpdesk Ticketing service.
It has worked very well for us and as new versions have come out, SysAid have assisted with Education pricing allowing us to keep a professional application within our budget.
They have assisted us whenever we have had queries and technical issues, be they of our making or not, regardless of which hosting Microsoft Server version we had, or SysAid version.
The SysAid support team were particularly helpful when upgrading through our earlier versions to the current version.
It has worked very well for us and as new versions have come out, SysAid have assisted with Education pricing allowing us to keep a professional application within our budget.
They have assisted us whenever we have had queries and technical issues, be they of our making or not, regardless of which hosting Microsoft Server version we had, or SysAid version.
The SysAid support team were particularly helpful when upgrading through our earlier versions to the current version.
What do you dislike about the product?
There is nothing specifically we dislike in how we are using SysAid.
However their is always room to improve.
However their is always room to improve.
What problems is the product solving and how is that benefiting you?
Basic Helpdesk for different services and areas within our environment.
ICT Help Desk, Buildings Maintenance, Health and Safety
ICT Help Desk, Buildings Maintenance, Health and Safety
Recommendations to others considering the product:
Please try it and spend some seious time looking at how it can be setup. You will be surprised at how and what you can do.
modular and compact
What do you like best about the product?
What I like most about Sysaid are its functionalities and tools to manage resources and services, such as its easy integration for the generation of cases, such as sending an email. its integration with assets, where you can manage the resume of the computer equipment and other devices
What do you dislike about the product?
the unfriendly way of organizing the structure in the category of service cases and also the fields when accommodating the files of the incidents
What problems is the product solving and how is that benefiting you?
the guarantee of computer equipment and the life time of them
Recommendations to others considering the product:
Consider that it is a very compact tool for good practices in the use of the service in IT and at the same time it generates a lot of support to have organized the assets of the company
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