SysAid
SysAidReviews from AWS customer
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Best Helpdesk software I've used
What do you like best about the product?
I like the way that everything is all linked up and makes it easy to navigate the whole system
What do you dislike about the product?
The extreme customisation can sometimes be a bit tricky to implement by yourself
What problems is the product solving and how is that benefiting you?
For our ISO27001 accreditation we are able to actively keep a record of all our assets but also security incidents and changes which make it a breeze during the audit
Sysaid and its ability to manage more then IT
What do you like best about the product?
I like its ability to track progress on help desk tickets. I makes people accountable.
What do you dislike about the product?
Too many features that are not customizable for specific people.
What problems is the product solving and how is that benefiting you?
WE are using it more now then ever for projects and tasks.. It seems to do a decent job at project management.
Great tool for ticketing!
What do you like best about the product?
I like the ability to create attachments and route the tickets to other users. It allows us to keep all documentation relating to an issue in one place.
What do you dislike about the product?
The Apply button is counter intuitive. Something like Submit might make more sense?
What problems is the product solving and how is that benefiting you?
It's nice to have documentation for issues in one place.
A solid web-based helpdesk app
What do you like best about the product?
One of the primary things we were looking for when we went with SysAid was a web-based platform. This was big for us because we wanted our team to have access to the app from anywhere at anytime. The features that are most beneficial to us are the customization capabilities, the password services module and the pricing. I believe SysAid is a great value.
What do you dislike about the product?
Early on the timezone difference created support challenges, but that has gotten better with time. We had an issue with password services that we'd reported and kept being told the fix was coming. I believe it took Three releases to finally get resolved. But it did get resolved.
What problems is the product solving and how is that benefiting you?
Some of the business problems we solved with SysAid include: self-service unlocks and password resets for AD, ability to route multiple input methods into one ticketing system, and the ability to route tickets to different teams based on specified criteria.
Excellent HelpDesk Application
What do you like best about the product?
I like the simplicity yet full functionality of the HelpDesk. They continue to improve the system, for which I'm grateful.
What do you dislike about the product?
Sometimes it's difficult finding what you need on their web site and support site.
What problems is the product solving and how is that benefiting you?
SysAid provides a simplified and yet easily accessible method of managing help desk tickets. It has made it possible for us to more efficiently track the work we have to do while providing accountability.
Recommendations to others considering the product:
SysAid continues to improve functionality and usability. I've been using the product for about 11 years and have run it on both Linux and Windows. Their support has always been spot on and the product is well worth the investment of time and money.
Sysaid Review
What do you like best about the product?
It is very customizeable. It allows your users to notify you of their issues in many different ways.
What do you dislike about the product?
Their support is not great. I dread calling them. It is usually slow to respond and not very helpful when you get someone. Also the way time is calculated. It requires the ticket be micro managed by the support person. Example if a call comes in, ticket must be created and set in open status for time to start calculating. If you help user first and the create/close case there is no way to add time. The time on that request will be 0.
What problems is the product solving and how is that benefiting you?
Their revamped reporting module is great. For creating work flows and esclation rules, it is great. It has helped us better utalize our time.
Recommendations to others considering the product:
I don't know if I would recommend Sysaid. Their product is okay, but if you ever have to work with support it is a huge headache.
Very basic Help Desk tool
What do you like best about the product?
User interface is very clear-cut and makes everything fairly easy to find.
What do you dislike about the product?
The functionality is pretty bare bones. Issues with Chrome compatibility,
What problems is the product solving and how is that benefiting you?
We use SysAid mainly for SOX documentation at this point.
Excellent experience with SysAid
What do you like best about the product?
AD authentication, escalation notifications
What do you dislike about the product?
The administrative options are a bit clunky and not the best user experience.
What problems is the product solving and how is that benefiting you?
We needed a centralized ticketing system for employees to report issues on internal systems. SysAid has been a great tool for tracking and audit purposes.
Great help desk solution
What do you like best about the product?
The automatic ticketing feature, where a user can email a designated address and a ticket will automatically be created. When users call our help desk phone line, we can advise them to send an email to this address that will then automatically route their message to the ticket list. From there, we are able to categorize, title, and assign tickets to users and to the IT worker who will be handling the ticket. If for any reason a user emails one of us directly, we are able to forward that email, and all of the pertinent information will be included. This is helpful for documentation.
What do you dislike about the product?
The inability to email non-corporate accounts from within the ticket itself.
What problems is the product solving and how is that benefiting you?
We are better able to track IT request from our end users and mainstreaming communication. Users understand our processes and a quick to submit a request whereas they used to seek out our individual help, clogging our ability to best assist them.
Recommendations to others considering the product:
I would suggest that anyone looking into SysAid be prepared to dig into all that it has to offer before you go live. I think that we use much of it, but still could take advantage of more if we took time on the front end to research and test more extensively.
I brought Sysaid onto the Kinetico IT Support team because i had used it before
What do you like best about the product?
How it can integrate with Active directory for reaching out and finding all of our devices and all of their software and in some cases licenses. It allows us to input data regarding licenses and keep track of how many we have and then keep track of where it is installed
What do you dislike about the product?
It is missing application pushing and updating I can push installs of Firefox out through its agent. One other feature that would be great would be to have the ability to track non integrated devices on a per user basis.
What problems is the product solving and how is that benefiting you?
It saved us $5000/year on heldesk software. It certainly made me look good by find this product and saving money. It allows us to do this without hiring another person to answer phones an open helpdesk tickets because of its integration with our email system.
Recommendations to others considering the product:
I would suggest they at the very least try it using the trial version. They will be astounded at how good it really is. Also consider it's add-on modules before you consider separate products that do the same thing.
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