SysAid
SysAidReviews from AWS customer
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Well defined roadmap and activities
What do you like best about the product?
SysAid provides you the entire list of task that must be done; asset management and monitoring agent are effective and reduce the time spent by the staff in executing patching and monitoring assets.
What do you dislike about the product?
I'd like to have more information in regards of how certain configuration changes can affect specific functionality early in the project, Example: issue creation via screen clip and video recording feature only work if the issue type is an Issue or Incident. If you change the type as a service request, that functionality can't be deployed
What problems is the product solving and how is that benefiting you?
Decrease in maintenance activities as patching and planned upgrades, anticipate asset performance decrease before end user is impacted, stablish staff SLA, identify common issues and deploy preventive solutions to those
Recommendations to others considering the product:
The UI might need a refresh, is a work in progress, but the Asset Management functionality is definitely a huge time saver for IT Staff
Sysaid - Help Desk
What do you like best about the product?
The ease of use, good layout, simple search and reliability. Easy to search tickets for auditors. We use the on-prem version and have been for over 12 years.
What do you dislike about the product?
Can't type comments directly in the Notes section, you have to click the Add Notes button and then add your comments.
What problems is the product solving and how is that benefiting you?
Sysaid solves our Help Desk issue. We rely on it for audits to show approvals of requests and to show work performed by different employees for employee reviews.
Great Helpdesk Software
What do you like best about the product?
**Everything.
**The ability to customize everything and anything.
**Not paying for modules that we would have no use for.
**The support is one of the best I have dealt with.
**The forums provide a ton of valuable information.
**The ability to customize everything and anything.
**Not paying for modules that we would have no use for.
**The support is one of the best I have dealt with.
**The forums provide a ton of valuable information.
What do you dislike about the product?
There arent many things I dislike overall. This is a personal gripe- One thing I could say I am unhappy about is their choice to change licensing prices. When we first bought the software, we paid extra for a perpetual license, with lifetime upgrades and support. Now we have to pay a yearly maintenance fee to keep up to date. We avoided the cloud option to steer clear of monthly/annual payments, but that changed.(I understand a software company has to make money to continue to develop a product. The price isnt terrible compared to some other software maintenance fees we pay.)
What problems is the product solving and how is that benefiting you?
We use Sysaid not only for our IT helpdesk solution, but also for our "Maintenance Department" Ticketing system as well. After a number of tweaks and rules, their system runs in parallel to the IT system, through the same server, but seem totally separate. And with the only cost being additional Administrator licenses, it was a great solution.
Also being able to keep track of installed software and product license keys for all of our assets has really proven to be a great help when auditing licenses.
Without Sysaid, I can safely say our company's IT department would not have accomplished nearly as much as we have in the time we have used it.
Also being able to keep track of installed software and product license keys for all of our assets has really proven to be a great help when auditing licenses.
Without Sysaid, I can safely say our company's IT department would not have accomplished nearly as much as we have in the time we have used it.
Recommendations to others considering the product:
Just Try it. Worst case, it doesn't meet your needs. Then you continue searching.
But if you are tasked with researching a new or replacement ticketing system, Sysaid is a great option.
But if you are tasked with researching a new or replacement ticketing system, Sysaid is a great option.
Postive Support that go the extra
What do you like best about the product?
Goes the extra to fill up the time. Often when you are in a "training" session as soon as they have covered what you want they run off to do something else, not Sysaid, they stay on had go through some other information that may assist in having your system operate better.
The support staff are friendly and seem to take in interest in you and your company and as mentioned go that little bit extra to ensure that you get the best out of the system and make use off all the features it has to offer.
We also like the fresh clean interface, our old system looked tired and old and really needed something that showed a modern looking interface.
The support staff are friendly and seem to take in interest in you and your company and as mentioned go that little bit extra to ensure that you get the best out of the system and make use off all the features it has to offer.
We also like the fresh clean interface, our old system looked tired and old and really needed something that showed a modern looking interface.
What do you dislike about the product?
Sometimes a little long to get a support person when the issue is a little more complex. Also the online help is a little clunky and the search feature does not work that well. There is lots of info there, but needs a better way to expose it and search through it. w
What problems is the product solving and how is that benefiting you?
We where finding our end users where not engaged in our old system and therefore they often failed to use it to submit requests for help and assistance from us.
Sysaid is a very end user friendly Helpdesk system withy a powerful back end that my tech can easily access from anywhere.
Sysaid is a very end user friendly Helpdesk system withy a powerful back end that my tech can easily access from anywhere.
Recommendations to others considering the product:
Just do it.
Its great, the app es very easy to use.
What do you like best about the product?
Articles of the knowledge DB is very helpfull for us and for new employees and is an important element for training, excellent.
Reports are very usefull.
Reports are very usefull.
What do you dislike about the product?
Availability for versions for LINUX CENTOS, Sysaid just realeased a new version for Phytom that is not compatible with the last version in linux, and our data can not be transferred to the version of Phytom.
Thats all congratulations.
Thats all congratulations.
What problems is the product solving and how is that benefiting you?
ITSM basically and Sysaid has been very important in IT service improvement of this company.
Recommendations to others considering the product:
Easy of use, based in ITIL and easy to implement.
Simple, robust and easy to implement. Very easy to customize.
What do you like best about the product?
The implementation time for us was about one week, however since then, we have been able to do a lot of customization to it and fit to many of our processes.
The system is very easy to modify, we started using it with our financial shared service center, but later, we fit it to other verticals, it support, consumer finance ticketing among others.
The system is very easy to modify, we started using it with our financial shared service center, but later, we fit it to other verticals, it support, consumer finance ticketing among others.
What do you dislike about the product?
Very few things, improvements would be nice to moving between tickets to tickets on a person's queue, this is a bit slow sometimes and not so visual as other competitors.
The timers are a very useful tool, they keep good track of any SLA, however, with so many verticals on the system, the timers are limited to only 10 which causes that some verticals doesn't have any way to measure the timers. Standardization can fix this however with many verticals this is a task very hard to obtain as their success criteria is different.
The timers are a very useful tool, they keep good track of any SLA, however, with so many verticals on the system, the timers are limited to only 10 which causes that some verticals doesn't have any way to measure the timers. Standardization can fix this however with many verticals this is a task very hard to obtain as their success criteria is different.
What problems is the product solving and how is that benefiting you?
We are using sysaid as a single channel of contact for many verticals, achieving traceability, control, responsibility assignment and overall management abilities in big transaction processes in the areas of:
1. Financial Shared Service Center
2. Consumer finance and credit management
3. IT and system support
4. Retail customer service center
1. Financial Shared Service Center
2. Consumer finance and credit management
3. IT and system support
4. Retail customer service center
Recommendations to others considering the product:
Document the processes before buying any software, it will reduce the implementation time and you will obtain better benefits out of this, in general, you will save more money and obtain results faster if these processes are well defined.
Another point related, when you have this processes defined, test them in the analog world, you can use email or other tools to test the processes before buying a system.
Another point related, when you have this processes defined, test them in the analog world, you can use email or other tools to test the processes before buying a system.
fast and easy
What do you like best about the product?
its easy to use and the practical way to install and configure it. The administration is very intuitive and the asgination of permissions also.
What do you dislike about the product?
The increase in the cost of maintenance that went up by 100% did not seem justified and the explanations they gave was that they decided so. It was not a correct justification. For the increase they offered more items but they are items that we did not need
What problems is the product solving and how is that benefiting you?
The main problems that could be solved are those of incident records and the unlocking of the password, I think they are the main and the most beneficial
Recommendations to others considering the product:
in a next increase in maintenance cost it would be good to have a good justification in that increase
SysAid is very important for Asertec company
What do you like best about the product?
SysAid is very easy to use for the end user and quite intuitive to administer.
What do you dislike about the product?
SysAid is sometimes a little slow response when sending the solution.
What problems is the product solving and how is that benefiting you?
The main problem solved was the disorder that was before to meet the requirements of users and the greatest benefit is the timely response to the incidents.
SysAid is a very robust support ticketing system.
What do you like best about the product?
The integration with Ad and our email routing to create requests
What do you dislike about the product?
not integrating with MS SCCM monitoring vs needing its on reporting agent installed
What problems is the product solving and how is that benefiting you?
Accurate records of service
Recommendations to others considering the product:
Very stable and good email integration
Excellent work tool
What do you like best about the product?
The SYSAID tool provides excellent management of an entire help desk and processes, making the user experience the most comfortable.
What do you dislike about the product?
At the moment, there are some disconnections or outages of the main cloud server, but they are minor.
What problems is the product solving and how is that benefiting you?
In user-generated requests, incidents or problems have been resolved with greater efficiency and speed, with better management and more order.
Recommendations to others considering the product:
Maintain a high level of ITIL to better manage the tool
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