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Pretty Good
What do you like best about the product?
Ease of use. Support is top notch. I like being able to route the tickets to different team members automatically.
What do you dislike about the product?
Nothing really. Don't like having to pay for addiitonal modules. Would rather have everything for a price. MDM could be better.
What problems is the product solving and how is that benefiting you?
Great ticketing solution. Great asset tool.
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Can't search the knowledgebase
What do you like best about the product?
I like the level of detail that can be associated with support tickets.
What do you dislike about the product?
The search function for knowledgebase articles has been broken for the better part of a year now.
What problems is the product solving and how is that benefiting you?
We are able to process more user requests/incidents than with our previous system due to how automated routing can be done based off of multiple factors.
Recommendations to others considering the product:
Go with the cloud based solution. Like too many companies they seem to care less and less about their on-prem customers and focus all of their development on cloud customers.
Simple straight forward ticketing system
What do you like best about the product?
Simplicity for the users. Reporting software is excellent and very configurable.
What do you dislike about the product?
Online interface for creating reports can be slightly overwhelming.
What problems is the product solving and how is that benefiting you?
In a growing business where the culture was always to just walk up to IT and ask for a solution, Sysaid was able to make it extremely straight forward for users to adapt to. This leads to a balanced and organized IT environment.
Recommendations to others considering the product:
Take the time to learn the ins and outs of all of the features. There are so many tools within the software that you might overlook all of the potential. Poke around with everything.
SysAid after 4 years of use
What do you like best about the product?
We use cloud version. System is stable and we've hardly ever had any downtime.
What do you dislike about the product?
Support is not U.S based and sometimes it is hard to get assistance on the spot.
What problems is the product solving and how is that benefiting you?
Helpdesk needs
Recommendations to others considering the product:
You would have to be able to live with the fact that support is not US based.
SysAid
What do you like best about the product?
Ability to track tickets across the entire enterprise
What do you dislike about the product?
Unable to customize certain aspects. Cant extract certain reports, and customer service could be improved as well
What problems is the product solving and how is that benefiting you?
IT Issues
30 years IT Management
What do you like best about the product?
It is intuitive to use and has many features
What do you dislike about the product?
I can't really think of anything. I like all of it.
What problems is the product solving and how is that benefiting you?
We have inventory on it, use it for updates and run reports. We also use it for our Facilities Department
SYSAID Full Featured - Ease of Use Support Desk and Change Management Solution
What do you like best about the product?
The Self-Service dashboard that was recently introduced. The Business Analytics that was added that I have begun to use and find it extremely useful. The staff and people that I have had the pleasure to work with over the past 15 years.
What do you dislike about the product?
Reporting is slightly on the weak side, but usually can find a way to find what I want. Would be great to have a little more on a report builder module if possible. Would like to have more reporting configuration options both in the reports and Business Analytics.
What problems is the product solving and how is that benefiting you?
I've been using SysAid for over 15 years both in my current company and in my previous company. I could not be more pleased with this product and the way they handle their version upgrades always making the product better and listening to their customers in making their product better. I also used their professionals to provide enhanced training to my staff and it is helping to make our helpdesk better than ever for our staff and end users.
Recommendations to others considering the product:
Report Builder Module to do on the fly reports and queries. The Business Analytics module. Fantastic Option. Also the new Self-Service Portal.
Great Helpdesk Software with some baggage
What do you like best about the product?
Asset Management, Remote Control, ticketing System. Multiple filter drop downs for organizing tickets. Escalation rules. Ability to implement active directory. Large friendly font structures if needed. Server/Client software for managing all of your windows/mac computers
What do you dislike about the product?
Constant bugs in new releases, Very long Customer Service Response Time, Lack of new features that people need.
What problems is the product solving and how is that benefiting you?
A centralized efficient HelpDesk Software. Before we used a part of our ERP for helpdesk tickets and it was horrendous. This has allowed us to have a centralized ticketing system with reporting, asset management, and the ability to remotely help users.
Recommendations to others considering the product:
Think hard about their hosted service for better support in the long run. We got on when it was ON-premise only, and their service time is horrible.
Best it support producer bar none.
What do you like best about the product?
Product support is second to none.. always responsive.
What do you dislike about the product?
There’s not much to dislike. Honestly it’s one of the easiest products I manage.
What problems is the product solving and how is that benefiting you?
Multi organisational handling.
Excellent, cost-effective Help Desk
What do you like best about the product?
The system is easy to use but very powerful. It handles help desk issues easily but also works well for asset management and knowledge base articles.
What do you dislike about the product?
I have had issues using the bar-code reader for asset management. It fails to connect for all systems.
What problems is the product solving and how is that benefiting you?
We have been using SysAid for our help desk for several years. We later added on several administrators and started using it for tracking assets.
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