SysAid

SysAid review

Commentaires : We are using SysAid on daily basis as its our main ticketing system.
Its also our main asset manager as we are using Asset list as our storage manager in our organization. Recently we started using SysAid chatbot. At most times SysAid is working fine. I really appreciate notification tab as it can be very useful in case of any big implementation or outages. Overall 9/10

Avantages :

SysAid is perfect when it comes to ticket management. Creating ticket is simple, list of options is pretty well managed, category pick up is also very solid. End users are using Self service portal as both communication tool and also self support tool. Users are also using options as knowledge base/ support chatbot. Overall it reduced many simpler problems which users experienced. Simple things can be resolved by end users so IT can focus more on other tickets.

Inconvénients :

SysAid have small bugs like login page error or scenario when you are creating ticket and you click on other tab it can freeze and you wont be able to pick category as it will go blank. Or in some scenarios the SysAid page randomly refresh and your ticket is gone.

SysAid for ITSM and Operations

Commentaires : SysAid are great tool and it's not just IT Service Management, HR< and fleet department also use it. e.g., Fleet uses to book and schedule for vehicle rooting maintenance.

Avantages :

Reporting, Analytic and performance review

Inconvénients :

The Complexity. Sometimes, it's difficult to find some features

Alternatives envisagées : ServiceNow IT Service Management

Pourquoi passer à SysAid : Cost-effective and ability to customize it to our existing processes

I look forward to SysAid 4 years from now.

Commentaires : Implementation is still happening after go live. That stressful.

Avantages :

AI's ability to reference Company Documents.

Inconvénients :

To many bugs in the system Non-HTML email system

Alternatives envisagées : Freshdesk

Pourquoi choisir SysAid : cost change

Logiciel antérieur : Freshdesk

Pourquoi passer à SysAid : innovation .

Vishal's Review on SysAid

Commentaires : Overall, SysAid has significantly enhanced our ticket management efficiency and user self-service capabilities, leading to faster resolution times and streamlined operations. However, its limitations in customization and integration can sometimes pose challenges.

Avantages :

I most appreciate SysAid’s automated ticket routing and prioritization, which streamline our support processes and ensure efficient handling of requests. The comprehensive self-service portal also stands out for empowering users to solve common issues independently.

Inconvénients :

I liked least SysAid’s limited customization options, which restrict how we can tailor the platform to fit specific organizational needs. Additionally, the complexity involved in integrating SysAid with other systems often requires significant effort and additional support.

Alternatives envisagées : ServiceNow Customer Service Management

Pourquoi passer à SysAid : We chose SysAid for its strong automation features and user-friendly interface, which promised to streamline our ticket management and improve efficiency. Additionally, its comprehensive self-service portal and asset management capabilities aligned well with our operational needs.

Effective Management with Room to Grow

Commentaires : My overall experience with SysAid has been positive in terms of its core functionalities, such as asset management, work order tracking, and automated workflows for purchase requisitions. These features have significantly improved our efficiency, especially in our small IT department. However, the user interface could be more user-friendly, and we've encountered some challenges with the Self-Service Portal, particularly with the password reset function. While the out-of-the-box experience was decent, we feel there is potential for further enhancements to fully meet our needs. Overall, SysAid has been a valuable tool, but we're looking forward to improvements, particularly in the interface and customization options.

Avantages :

What I liked most about SysAid is its strong capabilities in asset management and workflows, particularly how it effectively tracks and manages IT assets by linking Configuration Items (CIs) together. Additionally, the automated workflows for purchase requisitions and work order transitions are highly efficient, allowing tasks to flow seamlessly between team members.

Inconvénients :

What I liked least about SysAid is the user interface (UI), especially within the workflows and Admin Portal, which lacks simplicity and could benefit from a more intuitive design. Additionally, the Self-Service Portal has had recurring issues, particularly with the password reset function not working as intended.