SysAid is more user-friendly, and its configuration is easier than other tools. SysAid is also easy to customize.
SysAid
SysAidReviews from AWS customer
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my experience with sysaid
What do you like best about the product?
One of the main strengths of SysAid is its ease of use. The intuitive interface facilitates navigation and access to key functions, allowing technicians to solve problems quickly and efficiently. Additionally, the ability to customize the dashboard according to individual preferences further enhances the user experience and increases productivity.
What do you dislike about the product?
The main drawback is the excessive price, which makes the product inaccessible for small teams or those with limited budgets. This limits its adoption and excludes an important part of the market that could benefit from its capabilities.
What problems is the product solving and how is that benefiting you?
lack of visibility of my assets, communication between IT and end user
My experience with SysAid
What do you like best about the product?
the practicality of handling tickets where analysts have several tools available in the form to use, in conversation with the user they can send notes on the ticket or send an email to the user, messages that reach the user instantly , and in the analyst's activities part he can detail the steps he took on that ticket, everything is very detailed and the history is saved.
What do you dislike about the product?
We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc...
What problems is the product solving and how is that benefiting you?
Normal problems for a company related to IT, such as computers, peripherals and meeting equipment, all of which can be resolved via ticket and with an SLA deadline for completing the service, minimizing complaints regarding requests made verbally.
SysAid has been a great step in the right direction.
What do you like best about the product?
SysAid has helped us to provide a better end user interaction with their Self-Service Portal along with better auto categorization and work flow features for Admin use. SysAid also has a lot of potential and features for us to tap into. We switched to SysAid early 2023 and so far has a been the step in the right direction in meeting our needs.
What do you dislike about the product?
SysAid doesn't offer the remote capabilitiy among a few other features where we have had to keep Conenctwise Automate. Implementation when we switched to SysAid was a little rushed, but was pushed to higher frequency due to our admin. We have been lacking the time to fully implement a lot of other features that SysAid has to offer. Reporting could be better but i know there are improvements coming next year.
What problems is the product solving and how is that benefiting you?
SysAid end user portal and management of tickets and categorization is a huge improvement compared to our previous ticketing system. It is providing a more friendly interface for our end users and it saving us time with auto categorization and tracking.
A user-friendly ITSM tool that is easy to configure and customize
What is most valuable?
What needs improvement?
With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.
For how long have I used the solution?
I have been using SysAid since 2015.
What do I think about the stability of the solution?
SysAid is a stable solution.
What do I think about the scalability of the solution?
SysAid is a scalable solution.
How are customer service and support?
SysAid's technical support is available during operational hours.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We previously used ManageEngine and SummitAI. SysAid is easy to configure compared to ManageEngine and SummitAI.
How was the initial setup?
The solution's initial setup is very straightforward, even for someone with less IT knowledge.
What about the implementation team?
Around two to three people are involved with the solution's implementation. The solution's enterprise edition can be deployed within 30 days, and the basic addition can be deployed within two weeks.
What was our ROI?
Our customers have seen a return on investment with SysAid.
What other advice do I have?
Our customers use the enterprise edition and the standard edition of SysAid. We provide local support, but there are some things we have to escalate to SysAid. When we need support, we use their support portal, which has online chat functionality.
Compared to other ITSM tools, SysAid can be rated high in terms of product functionalities and features. The solution's technical support is also good.
Overall, I rate SysAid an eight out of ten.
The Tracking Machine
What do you like best about the product?
Organize high volumes of requests in a centralized system.
Consolidate interactions into one thread.
Maintain customer service standards.
Context of previous customer communications.
Improved communication with customers.
Easy and efficient team collaboration.
Customer support
The best thing is you can access sysaid anytime, anywhere.
Consolidate interactions into one thread.
Maintain customer service standards.
Context of previous customer communications.
Improved communication with customers.
Easy and efficient team collaboration.
Customer support
The best thing is you can access sysaid anytime, anywhere.
What do you dislike about the product?
Cost
Difficult To Use sometimes if the user is not computer geeky.
Difficult To Use sometimes if the user is not computer geeky.
What problems is the product solving and how is that benefiting you?
The main problem that SysAid is solving for us is it tracks everything from the starting point where we can go back and look at the tickets if need to be opened. It has improved the quality of our service delivery and IT support.
It increases the efficiency of the ticketing system, help desk, and IT operations and also saves money in terms of ticketing system software costs from other competitors, and improves the end-user experience.
It increases the efficiency of the ticketing system, help desk, and IT operations and also saves money in terms of ticketing system software costs from other competitors, and improves the end-user experience.
A Swiss army knife of ITSM
What do you like best about the product?
Many detailed out of the box configuration options.
The solution is easy to integrate with other services, via out of the box integrations or using the REST API framework.
We use the system on a daily basis for ITSM.
The customer support is great. Very responsive and helpful helpdesk, biweekly chats with costumer care personnel.
The solution is easy to integrate with other services, via out of the box integrations or using the REST API framework.
We use the system on a daily basis for ITSM.
The customer support is great. Very responsive and helpful helpdesk, biweekly chats with costumer care personnel.
What do you dislike about the product?
The UX on the admin side is now much improved, but it is a bit buggy after 9 months in production. Thankfully a fallback to classic UI is possible.
What problems is the product solving and how is that benefiting you?
All in one solution for IT support. Centralised overview of the whole IT. AI features and great BI.
Versatile Helpdesk Tool
What do you like best about the product?
The simple and straight forward customisation available to you, to make improvements or amendments to things such as ticket routing, escalation rules and changes to the appearance of templates used as part of the tool.
Customer support is readily available, we use email or chat.
Customer support is readily available, we use email or chat.
What do you dislike about the product?
The admin interface when messaging users within the ticket is displayed as a series of emails which you need to click into to read, this is time consuming and clunky, especially with multiple email communication. I understand Sysaid have been working on this..
What problems is the product solving and how is that benefiting you?
Sysaid has helped automate processes in the dispatching of IT Kit, previously this was a long winded and labour intensive task but now with automation, half the work has been removed.
SysAid has streamlined our IT processes, enhancing efficiency and simplifying management tasks.
What do you like best about the product?
SysAid's user-friendly interface and powerful remote access capabilities have significantly improved our IT support workflow. The comprehensive ticketing system and customizable dashboards provide a centralized and organized approach to issue tracking, contributing to a positive overall experience.
Also, The implementation process was smooth, ensuring a hassle-free onboarding experience.
We use SysAid regularly, and its efficiency has made it an integral part of our daily IT operations.
SysAid offers a rich set of features, particularly in remote access and Integration with other tools and systems has been straightforward, enhancing overall IT management.
Also, The implementation process was smooth, ensuring a hassle-free onboarding experience.
We use SysAid regularly, and its efficiency has made it an integral part of our daily IT operations.
SysAid offers a rich set of features, particularly in remote access and Integration with other tools and systems has been straightforward, enhancing overall IT management.
What do you dislike about the product?
The learning curve for some advanced features was a bit steep initially, with training and support resources, our team adapted quickly. The limitations in highly customized reporting are a minor drawback; however, the overall reporting functionality is robust. SysAid's customer support has been responsive and helpful bbut slow. Their technical terms can be confusing sometimes.
What problems is the product solving and how is that benefiting you?
SysAid's centralized ticketing system and powerful remote access capabilities enable our IT team to troubleshoot and resolve issues swiftly. TWhile minimizing downtime for end-users and contributing to increased productivity. SysAid's knowledge base and self-service portal empowers end-users to find solutions independently which also reduced the volume of support requests and fostered more self-sufficient user community.
Sysaid Review
What do you like best about the product?
Very simple to pick up and use daily. In-depth ticketing system and great asset manager. Simple to implement.
What do you dislike about the product?
Definitely tailored to larger companies. A lot of functionality goes unused in smaller IT environments. Awkward customer support at times.
What problems is the product solving and how is that benefiting you?
We now have a good option for change control in the Sysaid helpdesk. We also have better remote support function through Sysaid too. It's making helping remote end users a lot easier.
Swapping to SysAid was great.
What do you like best about the product?
We swapped to SysAid because our previous system did not have the features we needed. We found that SysAid had all the features we required and more, and the price of the solution was very competitive.
The tech enablement sessions offered by SysAid made the implementation and integration go without a hitch, and the customer support staff were friendly and helpful.
SysAid is intuitive and easy to use.
The tech enablement sessions offered by SysAid made the implementation and integration go without a hitch, and the customer support staff were friendly and helpful.
SysAid is intuitive and easy to use.
What do you dislike about the product?
So far, we have no complaints about SysAid, and have found everything to our satisfaction. We use the helpdesk evey day and have come across no issues.
What problems is the product solving and how is that benefiting you?
SysAid helps us to maintain an ecellent internal service offering, and boosts our reputation within the organisation.
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