SysAid
SysAidReviews from AWS customer
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We love SysAid
What do you like best about the product?
SysAid works really well, they have updates with meaningful feature additions and rarely does anything break with an update. We use SysAid for incidents, but also for tracking inventory, asset warranty expiration reminders, and product redemption codes or product key tracking. I have recently been learning more about how to get more use from SysAid - they have really nice articles and examples to go off of. Support is also easy to work with and will provide any details they can about how to customize the software best for our facility.
What do you dislike about the product?
I wish we had the ability to customize the view a little more, maybe add a "dark theme" to the whole experience. I am also not a fan of the latest redesign that was done to the layout of the incident screens, the flow as you're using the page doesn't make any sense at all now.
What problems is the product solving and how is that benefiting you?
Our end users can enter tickets and then check on/read the notes that we enter, we have a pretty good Knowledge Base now, and we keep track of our inventory with it.
Recommendations to others considering the product:
Try SysAid, it's a really great product that does a whole lot more than you think!
Powerfull and simple
What do you like best about the product?
It's so simple to install, configure and very user friendly for our users. It has a very good price and benefit relation.
What do you dislike about the product?
They have opportunities with enhance the reports.
What problems is the product solving and how is that benefiting you?
We have sysaid to give all our help desk and the most important thing is that our users send us your tickets trough the web interface or the app, we have implemented six ITIL process to give our company a good service.
fits our needs
What do you like best about the product?
For 3 years now, we have been using the SysAid solution in the cloud, which provides us with the administration and management of all our IT running requests. It allows an easy integration of all the analysts and a single source of information for the management of the service.
What do you dislike about the product?
Difficulty in the support in Spanish would be good to have more presence in Colombia, we have some doubts in functionalities and / or requirements to request but we do not know with whom to treat them
What problems is the product solving and how is that benefiting you?
With sysaid we solve all the needs and requests of our IT users, the main benefit is the administration of IT resources and compliance with the SLA.
We are so happy with Sys-Aid
What do you like best about the product?
It's easy, not expensive and work with out any problems
What do you dislike about the product?
Would prefer the GUI to be more up to date
What problems is the product solving and how is that benefiting you?
We are using Sys-Aid to support our clients. We were able to significantly improve our service level since we started to use Sys-Aid.
Recommendations to others considering the product:
For us Sys-Aid proved to be the right move.
It is a excellent program.
What do you like best about the product?
In addition, users have adapted quickly to the use of the tool to the point that they already give us information to improve the use of it. This tool has been very efficient for our company because it has changed the way in which users inform us about the problems of the day to day. In addition to that thanks to its database we can see case already solved and validate if they can be solved with another pending. This has become very important for us because it speeds up the time to solve daily problems in our company.
What do you dislike about the product?
the time that I have to wait to open a ticket.Sometimes when adding a ticket the page lasts a time of 20 seconds to add the ticket. also sometimes the notification emails do not arrive but that can be improved.
Another change that must be made is the control software, the default software is very slow when connecting to another PC. This is handled very slowly. This must be improved since it is a great tool to solve user problems.
Another change that must be made is the control software, the default software is very slow when connecting to another PC. This is handled very slowly. This must be improved since it is a great tool to solve user problems.
What problems is the product solving and how is that benefiting you?
We solve the experiences in the area of IT, with this application we have obtained a great benefit when it comes to registering and solving problems derived from the area of technology.In addition, each day, users become more familiar with the tool, demonstrating how easy it is to use and how quickly it is integrated into the company.
Recommendations to others considering the product:
The speed should be improved a little, at the moment of creating the tickets.
Best cost-effective ticketing system!
What do you like best about the product?
The software is really user-friendly, you can create great reports, and the asset management is nearly perfect. It's easy to find something when you research an asset or some incident or request. We can configure the view you want to check the list of assets or users, and each list of items can be customized in most cases. You can create diverse companies, so if you are a multi-site company, it can be a very nice option. You can set a company administrator and separate the users by company.
What do you dislike about the product?
The only thing I don't like is missing an important feature: the rental equipment. We can do it in a certain configuration but not out of the box. Honestly, it's the only thing I don't like.
What problems is the product solving and how is that benefiting you?
Before Sysaid, we used Filemaker for ticket logging. Now, with Sysaid, we have a complete solution in one place! It is the benefit we need and you need! We can now perform better analytics.
Recommendations to others considering the product:
Do it, if you are not sure, contact the SysAid reseller and they will help you test it, and you will like it for sure!
SYSAID for SME
What do you like best about the product?
We have been using SYSAID for over 5 years now and we have no issues with the system. We have 3 streams for 3 different teams and all work smoothly.
What do you dislike about the product?
We tried the Change management module but wasn't suitable for our business. Asset management system is quite good and we have been using this for the last 2 years effectively to manage our assets at multiple sites.
What problems is the product solving and how is that benefiting you?
All issues are logged using SYSAID. Infrastructure/Applications/BI/IMACS
We are quickly able to spot any trends for issues being raised by using the automated reports on a weekly basis.
We are quickly able to spot any trends for issues being raised by using the automated reports on a weekly basis.
Recommendations to others considering the product:
SYSAID have a good pricing structure and allows you to add modules as you go along and develop
Simple Ticketing - Versatile and Quickly Expandable
What do you like best about the product?
It is easy to administer, and both the admins and the end users are thrilled with the overview of the reports - Likewise, the feedback is automatic, and everyone is satisfied. The expandability to non-IT areas (technology) could be convincingly presented.
What do you dislike about the product?
So far, everything is satisfactory! We have not encountered any problems that could not be resolved by support.
What problems is the product solving and how is that benefiting you?
In particular, the relief of the IT helpdesk was our focus when we were looking for a new ticketing system. The uniform incident reports from all areas (IT & technology) are, of course, the best organizational relief for everyone. ONE method - ONE system! Such a thing would not have been possible with a closed system.
SysAid as the centre of your ITSM, and they will help you from start to finish
What do you like best about the product?
We like the product flexibility, so we can have a tailor made software / system for our needs, but still have all the tools and best practice knowledge at our finger tips. Setting up needs no coding, just clicks.
What do you dislike about the product?
The Multi language support, had still some English words in the other language modules. The strength of SYSaid is that you can use our own customize file, so every word used in the software can tailored.
What problems is the product solving and how is that benefiting you?
We are in the proces of become a ISO 27001 Certified company, and SYSaid tooling helps us realize that.
Recommendations to others considering the product:
Make a deal for more years, you don't switch every year in the ITSM tooling, so give them the commitment, and you receive the benefit
Sadly not up to the job
What do you like best about the product?
It appeared to have a multitude of features (Servicedesk/CMDB/password resets etc.)
What do you dislike about the product?
The service was one of the poorest I have experienced. We had a technical issue for over 6 months and despite various attempts to get it resolved (it was just a basic monitoring function - we wanted to know server availability) we never felt any urgency or understanding from sysaid. They did admit it was a bug that would be fixed "in a future release" but could give no timeframe for resolution. they did respond when it was renewal time - not to fix the problem but to request payment (they honestly expected us to pay for a service that did not deliver on what it claimed)!- then they have added insult to injury by stopping our license. We are currently evaluating alternative providers..
What problems is the product solving and how is that benefiting you?
As a basic helpdesk it worked - albeit a bit clunky and hard to configure to get it to behave how you want it to. It is not intuitive. The service is one of the worst I have encountered which is ironic given we were using the product to try and provide service to our customers.
Recommendations to others considering the product:
If you want to provide basic reporting (e.g avaialbility of servers) then I would look at other products as this does not cut it. The service standard is one of the lowest I have encountered.
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