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Avantages :

The product is very easy to use and it's efficient. It has saved us time and money many times and I am sure it will continue to do so in the future.

Inconvénients :

Lack of On-premises mobile application version.

SysAid - Notes

Note moyenne

Simplicité d’utilisation
4,5
Service client
4,5
Fonctionnalités
4,5
Rapport qualité-prix
4,6

Probabilité de recommander le produit

8,8/10

SysAid a reçu une note globale de 4,5 étoiles sur 5 d'après 441 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (441)

Sarah
Sarah
System Administrator (É.-U.)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

We can track resolved incidents and help customers solve them quickly

5,0 l’année dernière

Commentaires : The central hub for reporting problems and requesting help with information technology. With this application, corporate leaders may see how their IT department is performing as a whole. It also helps customers effectively report issues and request services.

Avantages :

Sysaid's incident and request management is excellent; the service is responsive and helpful around the clock, and any issues we encounter are quickly resolved. The ease of use for both our IT staff and our end customers. It offers every feature and capability expected of an IT service management system.

Inconvénients :

Reports and the dashboard's interface might use some work, as could the overall presentation. The implementation may be fine-tuned to match the new designs, and new features might be added to the reports and dashboards.

Rachel
Desktop Support Supervisor (É.-U.)
Production alimentaire, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great Addition to our Service Desk

4,0 il y a 6 mois

Commentaires : Implementation went pretty well for us, we did not have a ton of customizations needed before go live so that made it easy as well. However we did use the customization features for the SSP after go live to revamp what we did create. As well as the work flows, this comes in handy so much for purchasing and access approvals.

Avantages :

Knowledge Base Customization of workflows, categories, SSP, pretty much anything. Work Flows Patch Management Reporting feature Asset Management Integration of Azure, Teams Chat bot, Power BI

Inconvénients :

The Remote Control feature is a bit wonky and needs updating. We also discovered that Merging ticketing may be easy, but the updating of the categories for those tickets is not automatic. That is not a huge deal since we really do not merge many tickets.

Alternatives envisagées : Halo Service Desk, ServiceNow et Zendesk Suite

Pourquoi choisir SysAid : We needed more functionality then what was offered in our previous software.

Logiciel antérieur : ManageEngine Endpoint Central

Pourquoi passer à SysAid : SysAid gave us what we were looking for and at a fraction of the cost as the others.

Giacomo
Communications Manager (É.-U.)
Eau/gaz/électricité, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

SysAid Has Been a Reliable and Simple to Use for IT Service Management

5,0 le mois dernier Nouveau

Avantages :

This brilliant solution has been easy to implement tool for IT service management. I like the reliability of SysAid. SysAid is so accurate.

Inconvénients :

SysAid is reliable and flawless to use. No challenges when using SysAid.

Jae
Network Engineer/Administrator (É.-U.)
Transport routier/ferroviaire, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Behind the times.

3,0 il y a 7 ans

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'équipe de SysAid Technologies

il y a 7 ans

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

Daniella
Administrative Analyst (Brésil)
Services aux consommateurs, 2–10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

My experience with SysAid

5,0 il y a 3 mois

Commentaires : As an end user, we have a self-service portal that is very easy to understand, access open tickets, interact with analysts, etc...

Avantages :

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.

Inconvénients :

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...

Peter
IT Asset And Configuration (Ghana)
Services et technologies de l'information, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Fantastic SysAid

5,0 il y a 7 mois

Commentaires : It has been a great journey using SysAid since 2019. We have always had a good understanding and agreement for each request we submit.

Avantages :

I like the workflows and the BI Analytics. With the workflows, we have been able to build processes for some support teams in resolving issues. Same workflows has helped streamlined our change approval process. With the approval process in place in SysAid, we no longer face audit exceptions on no approval was obtained from a stakeholder before CAB. Service Review meetings has been more insigtful with the use of the BI Analytics to provide data for tickets resolved by each support team , as well as review tickets pending and aging.

Inconvénients :

I do not like the fact that the Knowledge base management cannot give a comprehensive report on usage. They are only show most viewed articles based on a cumulative count of viewers.

Alternatives envisagées : ServiceNow

Pourquoi passer à SysAid : The product suited our budget and it has proven that it worth buying.

Kleber
Analyst Security (Équateur)
Vente au détail, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

SysAid a highly recommended option

5,0 il y a 5 mois

Commentaires : For me, of all the software I have used, it has been one of the best, it can be generated, managed in a fast and simple way.

Avantages :

It is one of the most user-friendly tools I know, its performance is optimal and it covers most of our company's needs.

Inconvénients :

There is almost nothing much to say about the cons, since there are very few faults or missing elements that can be found, perhaps one of the problems is the remote connection, which is very slow.

Johannes
ICT Manager (Afrique du Sud)
Services et technologies de l'information, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SysAid best ITIL based IT Support tool in the market

5,0 il y a 7 mois

Commentaires : We have been using SysAid for almost 5 years now and we have been very happy with the system, support and have commited now to another 3 years to SysAid. We are moving to the cloud version in the next month so we are very excited about this. They are also not standing still on development so we will not get stuck with old outdate technologies.

Avantages :

Ticket management, reporting and classifications is one of the key features that lead to the decision to make sysaid our long-term partner. The workflow functionality and teams integration is going to change our whole business, so we are very excited to move forward on SysAid Cloud. The customization is also a big plus for us.

Inconvénients :

The old-style interface but hat is also a thing of the past now that we are moving into the cloud and there new UX/UI is coming out early next year.

Alternatives envisagées : Vision Helpdesk

Pourquoi passer à SysAid : Financial and customization was the biggest issues with Helpdesk

Lillian
Lillian
Human Resources Generalist (É.-U.)
Utilisateur LinkedIn vérifié
Hôpitaux et soins de santé, 10 000+ employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great ITSM platform with great capabilities

4,0 il y a 9 mois

Commentaires : SysAid is the answer to the issue of manual customer management. We utilize it for contract and renewal management, automated responses to customer support questions, and onboarding of new services.

Avantages :

The platform's pre-built functionality is excellent for handling support tickets, and it's highly customizable to fit any organization's specific requirements. Having the option to make your own folders and processes is quite useful.

Inconvénients :

There are so many settings and options to configure in this program that we often find ourselves lost. There can be post-update issues on occasion. Since I only have 5 administrators and the bare minimum license, I can't generate nearly enough reports.

Nejc
IT (Slovénie)
Assurance, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Sysaid review

4,0 il y a 6 mois

Commentaires : The UX is not great. Especially on the admin and configuration side. Overall it has all the building blocks needed to bring processes to a higher level

Avantages :

Many out of the box functionalities and great costumer support

Inconvénients :

The UX is not great. Especially on the admin and configuration side.

Alternatives envisagées : Redmine et ManageEngine ServiceDesk Plus

Pourquoi choisir SysAid : No support, difficult to configure, very static program, does not evolve the process

Logiciel antérieur : Redmine

Pourquoi passer à SysAid : ITSM management and workflows and great help desk functionalities.

Adewale
Analyst, IT Service Desk (Nigéria)
Télécommunications, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great User Experience

5,0 il y a 3 ans

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

Luis A.
Senior Manager (République dominicaine)
Logiciels, 2–10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Nice tool to manage IT Recourses

5,0 il y a 4 ans

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.

charles
VP of IT (É.-U.)
Hôpitaux et soins de santé, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Make you job easy

5,0 il y a 4 ans

Commentaires : I love this product, I use it daily and it brings control to managing your Network. the support is fantastic and SysAid really wants you to use there software to the fullest extent with there training and support they have never left me down

Avantages :

Sysaid is a one shop stop for managing users and computer in you organization. from inventory, helpdesk, patch management and remote control. SysAid can not be beat

Inconvénients :

I really have nothing bad to say about the product, I am very satisfied

Akosua Tiwaa
Analyst (Ghana)
Services et technologies de l'information, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Sysaid, the Tool to Bridge Customer and Support Gap

4,0 l’année dernière

Commentaires : Overall, the product is great, aside minor issues, these issues when raised with support, they immediately assist and resolve immediately.

Avantages :

This is a really easy to use product, easily navigatable and pleasing to the eye interface

Inconvénients :

As an administrator, we experience lags that throw our tickets out of order, although set parameters have not been touched or changed

Alternatives envisagées : FootPrints et ServiceNow

Pourquoi choisir SysAid : The remedy product no longer served our purpose as a growing business

Pourquoi passer à SysAid : The ease of use, and also the price as well as its ability to meet majority of the company's needs

Chris
Chris
IT Support Manager (É.-U.)
Utilisateur LinkedIn vérifié
Eau/gaz/électricité
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SysAid is a great product that could be a fantastic product

4,0 il y a 7 ans

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.

Atul
Atul
Technical Team Lead (Inde)
Utilisateur LinkedIn vérifié
Logiciels, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SysAid is a fantastic utility and simple to use program

4,0 l’année dernière

Commentaires : In the IT department, we must keep track of internal initiatives as well as user concerns and complaints. That problem is resolved for us by the ticketing solution, which is actually extremely helpful. We had a problem with the performance, and their personnel promptly fixed it. We also had some problems with the conversations, and I appreciate that there are options to add extra timers. This is enabling us to focus completely on tickets and prioritise our workload so we are not inundated with requests via IM. It is also assisting us in setting up a procedure for our users to raise tickets.

Avantages :

The user-friendly design and all of the features are accessible. has many choices for both administrator and end-user users, dedicated support, and is in line with the newest technology. The ease of use for both our end users and the IT administration staff. The system has all the features and capabilities required in an ITSM application. The new self-service site is excellent with Incredible customization when it comes to ticket templates. you to build as many categories as necessary to suit your needs.

Inconvénients :

The dashboard, reporting, and design should all be enhanced. Further features may be added to reports and dashboards, and the build could be modified to conform to the new designs. The user interface gives off the impression that a fresh, contemporary style is being implemented. The patterns and styles of several pages vary. The product uses three or four distinct designs overall.

jason
IT Support Supervisor (Canada)
Hôpitaux et soins de santé, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Reasonably priced and fully featured

5,0 il y a 2 ans

Avantages :

SysAid offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased.

Inconvénients :

Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

Gracia Amivi
Service Desk Analyst (Ghana)
Services et technologies de l'information, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Sysaid - A good entry level ticketing system

5,0 il y a 7 mois

Commentaires : Overall, sysaid does a good job in this ticketing system. It allows for accountability among users

Avantages :

Sysaid has a user friendly interface, it is easy to navigate between end user and an administrator. Actions are easy to find and requires little effort to learn the basics

Inconvénients :

Its integration with outlook although great causes a number of issues when a refresh occurs and checks are not made to ensure correct parameters are selected

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Matériaux de construction, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

good ITSM System

4,0 il y a 4 ans

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 : BMC Helix ITSM et ServiceNow

Pourquoi passer à SysAid : price and local integrator

Paul
Network Manager (R.-U.)
Gestion de l'enseignement, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

An invaluable tool for the management of IT Support

5,0 il y a 4 ans

Commentaires : The remote control feature as assisted us a lot in the current Covdi-19 lockdown and Sysaid as still allowed us to provide the end users with IT support while still working from home.

Avantages :

The ease of use for the end user, and opening up of several ways of communication between the end user and support team, and the ability to keep the end user upto date with the progress of their submitted ticket.

Inconvénients :

customising some areas can be a little complex, I'm sure will get easier with more use.

Phil
ICT Operations Manager (R.-U.)
Gestion de l'enseignement, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Affordable IT management tool for education users

4,0 il y a 2 ans

Commentaires : SysAid helps us deliver a support service with ease. The self-service portal really helps provide a central support hub where our end users can request further support or a variety of self-support material which we've pre-populated. Our overall experience both with the software itself and the support from SysAid has been brilliant.

Avantages :

SysAid is so easy to setup and, right out of the box, guides you through an easy installation process (we use the on-prem version) Our end users interact positively with a well designed web GUI and local system agent. The green desktop icon is our 'go to' for support and certainly plays a big part in our support service offering.

Inconvénients :

Minor things really, we've used this software for a while now and grown as a support service with it. With regard to upgrade paths, we'd like to see a single 'rollup' upgrade rather than incremental patches as this would help to reduce our downtime. Some further customizations (branding) to the GUI would also be great, different themes for instance.

Ken
ICT Operations Team Lead (Belgique)
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Sysaid is a good Service Desk ticketing System. Although it misses a good user interface.

3,0 il y a 7 ans

Avantages :

Good ticketting system with Incidents, Request, change and problem Classification Workflow templates.

Inconvénients :

Complex. Poor end user portal for KB and Service Request follow up. Poor search functionality. Old UI with old text editors. Does not evolve with contemporary new media needs. Not implementable as a cross business Service Record tool. Only usable by ICT departement. Too complex to implement over different departments like Facilities, HR, QESH, Fleet.

Réponse de l'équipe de SysAid Technologies

il y a 7 ans

Hey Ken, many thanks for sharing your positive thoughts on our workflow templates and ticketing/incident systems. And thank you as well for the constructive feedback about our interface. In our Summer 17 edition, we launched our new & improved Self-Service Portal, including a modern HTML5-based interface, together with advanced search capabilities and the option to customize brand with no coding skills required. This self-service portal also simplifies the ability to implement over different departments and we're in the process of upgrading the user interface of admins as well. We will continue to make more improvements so stay tuned and thanks again for sharing your thoughts!

Nick
Project Manager (R.-U.)
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Great software and great service

5,0 il y a 4 ans

Commentaires : Fantastic, easy from 1st quote to implementation.

Avantages :

Out of the box features are excellent and the system is very easy to configure.

Inconvénients :

Some of the features are clearly still a work in progress but rate of development seems good.

Alternatives envisagées : BMC Helix ITSM

Pourquoi choisir SysAid : Remedy was to rigid and to expensive.

Pourquoi passer à SysAid : More closely meet our requirements.

Ryan
Director of Information Network Services (É.-U.)
Services et technologies de l'information, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great value for robust Help Desk software

4,0 il y a 5 ans

Commentaires : Prior software (SchoolDude) was not made for IT Help Desk and was not user-friendly for any users. SysAid was about the same price and is IT-specific tool. Easy implementation and on-boarding of new product was nice.

Avantages :

Ease of implementation and ease of use for our End Users. LDAP integration was a plus; and reporting features are robust.

Inconvénients :

Occasional issues with the hosted environment and not always the clearest communication regarding causes of downtime or ETA to be up.

Alternatives envisagées : Spiceworks Cloud Help Desk et Freshdesk

Pourquoi passer à SysAid : Primarily cost and ease of implementation.

Sylvester
Sylvester
IT Team Lead (Nigéria)
Utilisateur LinkedIn vérifié
Pétrole et énergies, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

SysAid Helpdesk Tool

5,0 il y a 2 ans

Commentaires : SysAid has helped in automation of processes, especially the IT helpdesk. Top benefit is in the area of support ticket management.

Avantages :

The features most impactful are the Incident management, Request management, and Problem management. I am able to create workflows and automate several other departmental workflows such that paper works are drastically reduced. Product is easy to use. And integration with my existing business process was seamless.

Inconvénients :

Creation of custom fields does not allow you to create a label for read only. All fields require updates!