SysAid
SysAidReviews from AWS customer
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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.
Web Services Ticket System
What do you like best about the product?
Sysaid is a straight forward web service ticketing application. I never had any problems with it. It gets the job done.
What do you dislike about the product?
I do not enjoy the interface or the way the email alerts come through.
What problems is the product solving and how is that benefiting you?
Sysaid allowed our organization to easily keep track of requests for work on the website. It kept the workflow streamlined.
Recommendations to others considering the product:
I would check out the interface and make sure the application is meeting your specific needs before choosing it otherwise I think there are better options.
Great software for troubleshooting systems on a business environment
What do you like best about the product?
1. Very user-friendly UI.
2. Ability to upload screenshots of the issue/take screenshot from the software itself
3. Ability to select various categories of the problem
2. Ability to upload screenshots of the issue/take screenshot from the software itself
3. Ability to select various categories of the problem
What do you dislike about the product?
1. Doesn't have an UI of its own. Needs a browser.
2. Cant upload more than 3 screenshots to describe the problem.
2. Cant upload more than 3 screenshots to describe the problem.
What problems is the product solving and how is that benefiting you?
I have to report my daily summary of events to my management. In case of any issue with the computer, I can report it back immediately via the software. Thus we can solve the issue quickly.
Recommendations to others considering the product:
Go for it. Fast and easy software to use.
SysAid
What do you like best about the product?
I like how easy it is to send a request to IT. Way better than having to send an email to a particular person.
What do you dislike about the product?
It's a bit outdated, needs some updates.
What problems is the product solving and how is that benefiting you?
It is way easier to get issues over to IT and quicker for them to distribute the work and get back to us.
Flexible, mature service desk tool
What do you like best about the product?
Super flexible product. Has come along way in the many years it has been in development. New features are added frequently - with the cloud version being updated more frequently than the on premise releases. Supports many different database types when installed on prem. My account manager is very responsive, and the company has great communication with upcoming features and tutorials on how to setup new functionality.
What do you dislike about the product?
It can be challenging to setup. Due to it being a very flexible product, it does take a substantial amount of upfront time to get it setup exactly the way you want. It really benefits from having someone experienced administer the system (likely the person who installed it).
What problems is the product solving and how is that benefiting you?
Having a service desk tool has been very beneficial for my organization. The fact that it is very customizable allowed me to tailor my workflow and the information I want to capture, for maximum efficiency. Their system integrates with many third party tools, so I plan on activating the quickbooks data sync.
Nice product, some issues
What do you like best about the product?
Easy to configure and use for incidents and request. Friendly user panel and administrator panel. Some support itens you will find at online aid.
What do you dislike about the product?
Not so easy to problems and changes. Administrador needs to understand the way of product, because some simple wrong changes could be hard to revert. Not so easy to build and configure new forms. Could be more intuitive.
What problems is the product solving and how is that benefiting you?
SysAid help me to show the numbers of my support team. I easily created graphics about my service level.
Why SysAid?
What do you like best about the product?
We can now direct support emails to the correct group which has improved response time.
What do you dislike about the product?
We have created a number of Email rules, and after a while have numerous email rules becomes cumbersome. It is difficult to track why a particular email rule has been invoked.
What problems is the product solving and how is that benefiting you?
We have streamlined our support process by directing support emails to the relevant groups. After almost 12 months we can now start to get valuable information from the new reporting function.
Recommendations to others considering the product:
I would definitely recommend the Help Desk within SysAid. This combined with the ability to add the Service Request into a Knowledge Base makes resolution of the same issue a lot easier "down the track"
SysAidIT for clients
What do you like best about the product?
SysAidIT is a breeze to implement. You can have it up and running in less than 30-minutes.
What do you dislike about the product?
Configuration management graphics are limited by small space and mobile device web, such as Safari, lacks vertical scroll bars for incident records effectively hiding Submit and Apply buttons. The app is limited and has some usefulness, but the full web version is the best solution for us - if it had vertical scroll capability. There are no limitations when using standard desktop computers.
What problems is the product solving and how is that benefiting you?
Ticket/incident reporting. End users especially like the "green" shortcut on their desktops. Help desk especially likes that the green icon app automatically captures a screen shot. End User Management especially like SysAid's ability to accept ticket requests from non-account holding users by eMail. This is important to us as we support outside agencies such as County EMS and volunteer fire departments who are not part of our 9-1-1 call center.
Recommendations to others considering the product:
I wouldn't hesitate to buy SysAid. It is both acceptably usable out-of-the -box and highly configurable. We especially appreciate the LDAP integration with our domain controller.
A little challanging to navigate at first but a great product and great tech support.
What do you like best about the product?
This is an all in one Help Desk software solution. We use this for tracking issues, patching software, and remote controlling client computers.
What do you dislike about the product?
In the past we have had some issues rolling out the SysAid client along with remote control issues but they usually fix the problem in the next patch release.
What problems is the product solving and how is that benefiting you?
This is a great solution for help desk ticketing and tracking of issues. It is very nice to to look into the history of these tickets and find solutions to older issues.
Recommendations to others considering the product:
I would highly recommend SysAid if you are looking for a help desk solution. Also be sure to look into the add-on packages they have like Patch Management as they come in very handy.
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