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341 avis affichés

Thomas B.
Thomas B.
IT Analyst
Cabinet d'avocats, 51-200 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 2019-06-19

"SysAid - Simple Solution, Big Outcome"

Commentaires: The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.

Avantages: I love the fact that SysAid is not a boring 'Out of the Box' 'This is what you get' experience.
SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.

Inconvénients: I dislike the fact that I had to learn 'very basic' HTML to implement notifications. This wasn't a great hinderance, but definitely something I disliked.

Alternatives envisagées : ServiceNow Customer Service Management et ManageEngine ServiceDesk Plus

Pourquoi choisir SysAid : No longer fulfilled our growing list of requirements.

Logiciel antérieur : ServiceNow Customer Service Management et ManageEngine ServiceDesk Plus

Pourquoi passer à SysAid: Cost and Versatility

  • Source de l'avis 
  • Publié le 2019-06-19
Charles K.
IT Service Desk Manager
Pétrole et énergies, 5 001-10 000 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    7/10
  • Source de l'avis 
  • Publié le 2020-12-06

"The Impact of SysAid"

Commentaires: My overall experience on SysAid has been awesome, however, there are some challenges been faced during usage. If one is not technically sound, it will be difficult to manage as an Administrator without the consent of the professional support, but however, there is a user-guide to help.

Avantages: The features I like most about the software is the Advanced reporting, It helps to give detailed reports about your ticketing system as a whole,location-wise, computer assets, service been used mostly etc. It also gives room to have full control as desired.

Inconvénients: The Features that should be improved is unable to filter the customized field which is the most the critical feature that is important. For instance, when an additional feature is created manually separate from the original features, it is difficult to filter. for the implementation to take place, it will fee for a professional support as it is concluded as a project.

Alternatives envisagées : Lansweeper et SapphireIMS

Pourquoi choisir SysAid : It was switched because there are some features required for the operation which is not available.

Logiciel antérieur : Spiceworks

Pourquoi passer à SysAid: We chose SysAid over Spiceworks, because it contains more features.

  • Source de l'avis 
  • Publié le 2020-12-06
Caleb B.
Caleb B.
Administrador de aplicaciones
Électronique grand public, 10 000+ employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    5/10
  • Source de l'avis 
  • Publié le 2021-09-22

"Usa SysAid en tu empresa"

Commentaires: Es una buena herramienta

Avantages: Administración de grupos de trabajo y proyectos.

Inconvénients: El precio es alto a comparación de otras herramientas

Alternatives envisagées : GLPi

Pourquoi passer à SysAid: Ya estaba implementado cuando llegue a la empresa

  • Source de l'avis 
  • Publié le 2021-09-22
Jae N.
Network Engineer/Administrator
Transport routier/ferroviaire, 51-200 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    2/10
  • Source de l'avis 
  • Publié le 2017-09-25

"Behind the times."

Commentaires: A haphazard ticket system that sometimes works better then nothing at all.

Avantages: I like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true.

Inconvénients: Customer service is HORRID! To the point of complaints have to go to CEO of SysAid and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated.

Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO.

Réponse de l'éditeur

envoyé par SysAid Technologies le 2017-10-01

Thank you for your honest feedback.
We understand that life is not always perfect, but we want to have open communication with our customers to keep improving.
Sometimes, our CEO jumps on welcome calls with clients, and personally introduces herself. You happened to be on such a call.
To answer your issues:
Mobile apps - We¿ve been working on new apps for the past few months and are currently releasing them to the App Stores. The iPhone app is available and adopted to iOS 11, and a new Android app is currently being uploaded.
Agents and asset management - We¿re working on a better user experience to deploy and manage agents and are constantly introducing updates.
Product interface - We just released a new user experience for end users in our Self-Service Portal and are currently upgrading the admin user interface. Take a look at the new Self-Service Portal, to view the new UI we¿re releasing.
Your account manager will contact you tomorrow to make sure your issues are addressed

  • Source de l'avis 
  • Publié le 2017-09-25
Andry C.
Soporte Técnico
Services financiers, 501-1 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 2021-09-16

"Sysaid, a great helpdesk software for IT department"

Commentaires: Sysaid has been help in the monitoring of the incident and request. With this tool we solved the quantity of calls of the users.

Avantages: The most impactful features are the assets management, the password module and the SLA configuration.
I think Sysaid is a software easy of use, because each time that we add a new department, the adaptation time is so short.

Inconvénients: For me the unique difficult for use is the BI Analytics. Is necessary a detailed manual about how use this.

  • Source de l'avis 
  • Publié le 2021-09-16
Tim H.
Group IS Administrator
Appareils médicaux, 1 001-5 000 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 2021-01-20

"Not the bigest name but a full featured surprisingly good solution"

Commentaires: I have nothing negative to say about them. Our account manager has been excellent. As far as I can remember, we have had no outages during the last 2 years. If you are looking for an ITSM solution, at least give them a try, you might be pleasantly surprised.

Avantages: Due to the help offered by Sysaid, it was easy to get the solution configured to our needs. If needed, we could have given them our requirements and they would have configured it for us. I like to learn a solution by doing the config myself, so just relied on them to point me in the right direction as and when needed. I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent. On the surface it looks quite simple but when you dig into the admin settings, it has a lot of powerful features that make it very customizable.

Inconvénients: Rendering email in the ticket was clumsy but has improved recently. It is perfectly useable but others do it better.

Alternatives envisagées : ManageEngine ServiceDesk Plus MSP

Pourquoi passer à SysAid: We already use MESD in other areas of the company and we needed a SaaS solution. The MSP version wasn't available as SaaS. Having said that, we might still have chosen Sysaid even if it was.

  • Source de l'avis 
  • Publié le 2021-01-20
James W.
James W.
Systems Administrator III
Enseignement supérieur, 201-500 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 2019-10-07

"SysAid Review"

Commentaires: We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.

Avantages: Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.

Inconvénients: Workflow management is a little outdated and has a bit of a learning curve.

Alternatives envisagées : Jitbit Helpdesk

Pourquoi choisir SysAid : Lack of capabilities in tracking, tiering, asset management, and CMDB.

Logiciel antérieur : Jitbit Helpdesk

Pourquoi passer à SysAid: Price and capability.

  • Source de l'avis 
  • Publié le 2019-10-07
Garan T.
Garan T.
Desktop Support Engineer
Biotechnologie, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    9/10
  • Source de l'avis 
  • Publié le 2021-02-18

"SysAid - Simple ITIL ticket management"

Commentaires: SysAid has helped us implement ITIL within our organisation, track tickets and service records with SLA's and provide clear communication with our end users

Avantages: I love the customizability in every small detail. You can craft everything to capture information exactly for your organization without missing anything.

Inconvénients: I didn't like how the RDS agent on the laptops is a little bit of a hassle to install and uninstall. The RDS it self it a little bit flakey but definitely not a deal breaker. I wish the UI was more modern.

Alternatives envisagées : Zendesk

Pourquoi passer à SysAid: Pricing and deployment was much easier on SysAid, the pricing was almost 1/3rd of all the competitors for the same and more featureset

  • Source de l'avis 
  • Publié le 2021-02-18
Michael G.
IT Manager
Cabinet d'avocats, 51-200 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    8/10
  • Source de l'avis 
  • Publié le 2021-01-21

"A great product."

Commentaires: Great

Avantages: The constant improvements and how they take in suggestion from the users.

Inconvénients: Really nothing, the only thing I can say bad is it has so many great features that it is difficult to use them all. you really need to plan out the implementation.

  • Source de l'avis 
  • Publié le 2021-01-21
Frederic B.
ITSM consultant
Services et technologies de l'information, 2-10 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    8/10
  • Source de l'avis 
  • Publié le 2020-04-23

"Very good ITSM tool"

Commentaires: Very good experience since the first contact sales support and presentation, implementation support is great

Avantages: capabilities of the tools, Gui, look &feel, flexibility, configurable, CDMB

Inconvénients: nothing about the software but maybe the fact that they are not providing on site implementation support. we were not used to that but it is going quite well

Alternatives envisagées : TOPdesk et OTRS

Pourquoi passer à SysAid: more functionalities, more flexibility and integration capabilities

  • Source de l'avis 
  • Publié le 2020-04-23
Isidro armando B.
Isidro armando B.
Administrador SysAid
Services et technologies de l'information, 1 001-5 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 2020-06-24

"All-in-one service"

Commentaires: El fácil acceso que tiene y funcionalidad del modulo de flujos de trabajo ayudaron a simplificar el proceso de compras dentro de la empresa.

Avantages: Todos los módulos son de un uso muy sencillo si como el producto en general, la integración con los servicios de AD, correo, etc, se adapto de forma sencilla para implementar los servicios de flujo de trabajo que tenemos dentro de la empresa.

Inconvénients: No todos los módulos estan disponibles en la versión Completa, y que deberían de colocarte los al menos por un periodo para que puedas identificar las áreas que podrías automatizar con ellos.

Alternatives envisagées : BMC Helix ITSM

Pourquoi choisir SysAid : por la facilidad de uso y el costo

Pourquoi passer à SysAid: Costo de Implementación, costo del producto

  • Source de l'avis 
  • Publié le 2020-06-24
Chris W.
Chris W.
IT Support Manager
Eau/gaz/électricité
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    8/10
  • Source de l'avis 
  • Publié le 2017-10-31

"SysAid is a great product that could be a fantastic product"

Commentaires: We were able to get a comprehensive product that gave us the biggest bang for our buck compared to any other product. Overall we are very happy with it. Support, not so much. There are lots of things we would change, or focus on changing for sure.

Avantages: We like SysAid because of it's flexibility in design. We are easily able to create new forms and templates for different kinds of tickets and as such were able to roll out SysAid to our entire company and it is now utilized by every department in our company. We love the workflow features and that we are able to incorporate data from our active directory infrastructure to be able to identify end users and their departments or managers. We are very happy with our ability to modify and maintain escalation rules. Because the system is operating on Microsoft SQL Server we have been able to very successfully use SQL Reporting Services to generate very robust reports to provide our management teams with metric data that was previously unavailable.

Inconvénients: Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we don't want them all to have the power to change our system configuration. So it lacks foresight that a feature like that would require the keys to the house to be able to use. The same thing goes for designing templates. There is a security role to be able to modify and design templates, but you cannot create custom fields and new lists with that role, so users cannot complete the designing of their forms without having been given the SysAid Admin role which is more power than we want them to have over the system. This leads to unforeseen problems where departments admins start making changes to the system without knowing that the change does not only affect them or their department. Canned reporting is not great. Even the custom reporting feature is not good.

  • Source de l'avis 
  • Publié le 2017-10-31
Hitesh L.
Head of IT Servcies
Services financiers, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 2020-06-03

"SYSAID is a great ITSM Tool comparable to any other global tool but really great value for money"

Commentaires: We have been using SYSAID since 2012. It was easy to implement and roll out to the business. Today even our [SENSITIVE CONTENT HIDDEN] uses SYSAID to log tickets for issues.

Avantages: Ease of use and setup with Asset management/Projects modules which are easy to use

Inconvénients: The reporting tool exports to Excel 2003 format. needs updating to Excel 2016 or higher

Alternatives envisagées : Zendesk

Pourquoi choisir SysAid : Cumbersome, slow, unusable and not user friendly

Logiciel antérieur : BMC Helix ITSM et Zendesk

Pourquoi passer à SysAid: Cost and as its based out of Europe, No VAT to pay giving a huge cost saving.

  • Source de l'avis 
  • Publié le 2020-06-03
Eric F.
Engineer
Construction, 51-200 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 2020-06-17

"All essencials in one service desk"

Commentaires: IT issues such as internet/ server down, softwares not working, new hiring / off board processes, approvals trough dynamic workflows usage.
The most we like that is automated and no more manual work needed anymore which saves us a lot of time to focus on tasks with higher priority and urgency.

Avantages: No need for multiple tools and softwares anymore as SysAid has all essencials in one service desk. Easy to use and friendly. Lots of 3rd parties integrations available, such as Teamviewer, Office365, Sap and much more.

Inconvénients: I like everything as is completely customizable and automated, maybe like less that the integration with softwares like Sap required a special coding and configuration but fully understand as it was based on our needs which is amazing to have the option to customize according to our requirements and needs. There are tons of softwares that dont offer this and only what it comes by default , out of the box.

Alternatives envisagées : Zendesk

Pourquoi passer à SysAid: Because has all essencials in one service desk, place, no need for multiple tools, all in one. Inexpensive , easy to configure, use and very friendly tool.

  • Source de l'avis 
  • Publié le 2020-06-17
Andres E.
Analista Sistemas de Información
Services et technologies de l'information, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 2020-06-08

"SysAid, Excelente aplicación soporte IT"

Commentaires: Es la herramienta de soporte interno de la compañía, nos permite gestionar, dar seguimiento y solucionar los diferentes problemas, KPI de área IT, control de activos.

Avantages: Excelente aplicación , fácil configuración, herramientas e integraciones con otras aplicaciones corporativas, funcional, reportes y estadísticas confiables, base de conocimiento para ingenieros y usuarios finales.

Inconvénients: hay algunas novedades que se requieren implementar pero no hay documentación en español

Alternatives envisagées : Aranda

Pourquoi passer à SysAid: Porque el costo beneficio en la creación de una herramienta, no se tendría base de conocimiento o dificultaría la creación en comparación con Aranda la configuración es mas fácil con SysAid, la integración con AD, para ingreso de usuarios el control y hoja de vida de los activos dan valor a las actividades del área.

  • Source de l'avis 
  • Publié le 2020-06-08
Adewale J.
Analyst, IT Service Desk
Télécommunications, 1 001-5 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 2021-10-20

"Great User Experience"

Commentaires: Great graphic user interface, with awesome user experience

Avantages: Ability to be able to use the analytic and reporting at convenience, creating your type of report weekly, daily or monthly. Spooling at ease when and how you want it . Sysaid CX/UX is top notch for a first time user (onboarding) easy navigation Sysaid asset lifecycle, helps with onboarding and offboarding of an employee in the business with smooth transition and great experience. Sysaid helps with right prioritization, the impact and urgency of tickets helps both the user and process manager .

Inconvénients: The chat console is not really in use, still struggles with the chat session from the administrative point of view

Alternatives envisagées : Freshdesk

Pourquoi passer à SysAid: First Pricing, with UX and smooth navigation for user and admin

  • Source de l'avis 
  • Publié le 2021-10-20
Lori S.
Support Lead
Exploitation minière et métaux, 10 000+ employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 2020-06-17

"Great Help Desk management system"

Commentaires: SysAid team is great! they are very responsive and always there to help.

Avantages: Ease of use. Workflow capabilities are great. Easy to setup new groups, categories, ect.

Inconvénients: Reporting functions are getting better but still in progress.

Alternatives envisagées : InvGate Service Desk

Pourquoi choisir SysAid : Needed something global

Logiciel antérieur : Microsoft SharePoint

Pourquoi passer à SysAid: People and easier configuration

  • Source de l'avis 
  • Publié le 2020-06-17
Lorne H.
ICC systems Tech
Administration publique, 5 001-10 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 2020-12-09

"Customizable and easy to use"

Commentaires: Excellent we use this to keep track of our system and componets

Avantages: Customizable and easy to use, Good support and the product never seems to need any maintance

Inconvénients: Some of the small things like window size on some parts of the app...small things mostly

  • Source de l'avis 
  • Publié le 2020-12-09
Joe W.
IT Director
Gestion d'organisme à but non lucratif, 501-1 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 2020-02-21

"I love SysAid!!!!!!!!!1"

Commentaires: I have now used SysAid at 4 companies. Every company I go to I change out their system to SysAid.

Avantages: It has so many features included with the product. It's very easy and intuitive to use. It has all the tech ops tools I need under one roof. We're changing the way our entire business functions with an IT tool.

Inconvénients: Setting up incident management is easy. Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me. It's easy to see everything it can do and use cases. The challenge is putting all the thoughts into logic to make it happen.

  • Source de l'avis 
  • Publié le 2020-02-21
Luis a. D.
Senior Manager
Logiciels, 2-10 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    9/10
  • Source de l'avis 
  • Publié le 2020-06-13

"Nice tool to manage IT Recourses"

Commentaires: Is good, actually, I don't conceive to manage IT ticketing outside SysAid. At first you have to be familiar with some administrative options, but in couple of hours you would be ready to go.

Avantages: Powerful platform with different Approaches. I have modules to administrate efficiently your Tickets and incident related to Service Desk, and project manajement. BI and regular Reports are a hit!, you can customized all of the thing and assign timer to different stages. There as a portal that you can share with your customers to auto-services an follow-up their tickets

Inconvénients: Poor options to project management and low performance. The look'n'feel is bad, and confusing.
I would prefer to avoid that module if you have some middle-size projects, and go to MS project instead.

Alternatives envisagées : JIRA Service Management

Pourquoi passer à SysAid: Cloud option available, and very strong name in the market. It is a ready to go service.

  • Source de l'avis 
  • Publié le 2020-06-13
Leonel L.
Application Support Specialist
Vente au détail, 10 000+ employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    9/10
  • Source de l'avis 
  • Publié le 2019-08-13

"A great IT service management tool"

Commentaires: for years we needed to get KPI's based on the support workload for the IT team, now we can have them with sysaid

Avantages: easy to use tool for end users, and capabilities for reporting services

Inconvénients: very restricted directly access to database.

Alternatives envisagées : System Center et Spiceworks

Pourquoi choisir SysAid : cloud service

Logiciel antérieur : GLPi

Pourquoi passer à SysAid: Cost of implementation

  • Source de l'avis 
  • Publié le 2019-08-13
Ahsan K.
Systems Analyst
Construction, 11-50 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 2019-08-30

"SysAid"

Commentaires: We are using SysAid to manage our day to day incidents and requests. Along with that we have de-commisioned solar winds and intune and only use SysAId as our Asset management.

Avantages: We implemented SysAid for our ticket and asset management system. SysAid is nothing but a great system which can improve productivity drastically. The thing I like most about the system is that the varieties in which it could be molded depending on customers needs. I will definitely suggest SysAid.

Inconvénients: I have not come across any cons until now.

Alternatives envisagées : ColibriCRM et SolarWinds Service Desk

Pourquoi choisir SysAid : Limited functionality.

Logiciel antérieur : SolarWinds Service Desk

  • Source de l'avis 
  • Publié le 2019-08-30
Gregg S.
IT Manager
Automobile, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    9/10
  • Source de l'avis 
  • Publié le 2020-06-02

"Easy to Use and Easy to Modify for your needs"

Commentaires: HIGHLY recommend it. There is flashier looking packages on the market, that DO NOT perform as well and definitely not for the price. And I feel none hold a candle to the support and effort to be even better DAILY than SYSAID.

Avantages: I have been using SYSAID for 15+ years. I find it is very easy to understand and use. It is highly customizable without the need for complex interactions or training from SYSAID. THE SUPPORT from SYSAID is far beyond any other Vendor I have dealt with in 35+ years of IT work.

Inconvénients: Some features advertised fall a little short of what you may expect but always meet what they say..The Ever evolving product sometimes creates an expectation that just doesn't quite reach the level I am expecting

  • Source de l'avis 
  • Publié le 2020-06-02
Utilisateur vérifié
business analyst
Matériaux de construction, 1 001-5 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    7/10
  • Source de l'avis 
  • Publié le 2020-06-11

"good ITSM System"

Avantages: the ability to be able to build and setup the system without hire new employees

Inconvénients: the workflow and the asset managements not intuitive

Alternatives envisagées : ServiceNow

Logiciel antérieur : ServiceNow et BMC Helix ITSM

Pourquoi passer à SysAid: price and local integrator

  • Source de l'avis 
  • Publié le 2020-06-11
Jon S.
Jon S.
Network/System Administrator
  • Note globale
  • Simplicité d’utilisation
  • Fonctionnalités
    Sans note
  • Support client
  • Rapport qualité-prix
    Sans note
  • Probabilité de recommander le produit
    Sans note
  • Source de l'avis 
  • Publié le 2016-01-27

"Exceptional Customer Support & Powerful Service Desk"

Commentaires: First off let me start off with saying that we've have had our issues with SysAid over the years but SysAid has improved leaps and bounds since we decided to go with them and I'm glad we stuck with them despite the issues. We first rolled SysAid out locally and have since migrated to their cloud edition. We utilize almost all of the features offered by SysAid. ****LIKES MOST****
-Features: Incredibly powerful and feature rich service desk. If locally hosted you can control virtually every aspect of the service desk and customize it to your liking. -Customer Support: Amazing customer support and online community. You can tell the team behind SysAid is passionate about their product. -Price: Comparatively speaking SysAid is equal or lower in annual cost to operate (we use the Cloud edition). -Reporting: MUCH improved reporting. -Asset Management: Possibly my favorite feature. SysAid will scan my network and add assets to my service desk. SysAid will alert me when certain events occur with the asset and keep my assets up-to-date.
****LIKES LEAST****
- Lack of integration with third party applications however SysAid is currently working on this. - Ease of use: SysAid is packed full of functionality and it can be a little intimidating or difficult to get setup however the online help and online community make things a much easier. - Lack of high-level, customizable dashboards which are common with other service desks. - Lack of email response integration which is common with other service desks. SysAid does integrate with email servers however for email responses to link to the ticket the message must be generated using the messaging system within the service desk. Communication with the end user via an email client will not tie back to the service desk ticket.

Réponse de l'éditeur

envoyé par SysAid Technologies le 2016-02-10

Hi Jon,

Thank you for your honest feedback- it's extremely valuable to us. I know that your account manager has since been in touch with you to ensure that you're familiar with all of SysAid's customization options in the cloud- which are identical to those offered in the locally-hosted (on-premise) solution.

You mentioned that you could benefit from a high-level dashboard, so I'm hoping that you've now had a chance to check out SysAid's new BI Analytics module- just released in January 2016. This is an out-of-the-box BI tool powered by Qlik and now built in to SysAid, that will save our customers enormous time and resources on obtaining critical data. Thank you again for all of your comments!

Kim.

  • Source de l'avis 
  • Publié le 2016-01-27