Avis clients sur SysAid

Avantages

I loved this software, once you got beyond the intial setup, it made ticket creations, assignment, and conclusion very easy.

Clients loved being able to create tickets for issues rather than having to pick up a phone, text, or send an e-mail in hopes someone responds. Now they can quickly check the status of a ticket, add notes/screenshots, see response times, and know when work has been completed.

Customer support was very helpful, even on the free version to any questions I had.

Inconvénients

Setup. Oh boy setup. This software requires a few hours of initial setup time, web server configuration, and an idea of how you want your workflow to happen.

You'll need to provide clients with a small tutorial on how to use it, but once you get over that hurdle it's easy going.

Avantages

The integration with current business process has been easy. The product is easy to implement as long as the prerequisite is met. I like the fact that assets discovered can also display the propriety software installed on them as well as alert on the software changes.

Inconvénients

I believe the CI relations can be improved by automating it (Reference AppDynamics). A report can also be built for the articles which are mostly read in a week or month. More Analytical Asset dashboards can also be developed for Management use. The capability to monitor file content and folder content changes must be implemented (This is an ISO requirement which will satisfy audit issues)

Alternatives envisagées 

ServiceNow

Pourquoi choisir SysAid 

Cost and SysAid promise of meeting our CMDB requirement

Logiciel antérieur 

Remedyforce

Pourquoi passer à SysAid

Cost and SysAid promise of meeting our CMDB requirement

Avantages

The self service portal has been greatly received within the business, however, this is likely due to SysAid offering great options and configurations, as well as automation when it comes to the Self Service Portal. I have worked with a few similar tools, and SysAid offers the best in this area in my opinion. The support from the SysAid team has also been excellent, we are still improving and adding new features and the team have been supporting us at every step.

Inconvénients

The software is not the most advanced when it comes to integrations with Azure/O365. However, support have been quick to release fixes or deploy new features.

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.

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

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

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.

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.

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 Suite

Pourquoi choisir SysAid 

Cumbersome, slow, unusable and not user friendly

Logiciel antérieur 

Zendesk Suite

Pourquoi passer à SysAid

Cost and as its based out of Europe, No VAT to pay giving a huge cost saving.

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.

Avantages

It is easy to use. No need to be doing tedious installations, and is very reliable. We use it every day, around the globe, and we don't have issues with time zones or sync.

Inconvénients

What I have used so far has benn great. We need to continue to implement all the features on it.

Alternatives envisagées 

ServiceNow

Pourquoi passer à SysAid

Price and it offers all what we were looking for.

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

Avantages

SysAid Ticket management are completely customizable to fit our business needs.
Asset Management gives complete visibility into assets across the organization and reporting
The Self Service Portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the que.
Active Directory integration is fantastic.

Inconvénients

The integrated remote control piece works but we miss some features of a more robust product.

Alternatives envisagées 

Freshdesk, Track-It!, JIRA Service Management, ServiceNow et Confluence

Pourquoi passer à SysAid

SysAid was one application that we looked into that provided us the "Single Pain of Glass" with all the needed features in one easy to use cloud based application.

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.

Avantages

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

Inconvénients

very restricted directly access to database.

Alternatives envisagées 

Spiceworks

Pourquoi choisir SysAid 

cloud service

Logiciel antérieur 

GLPi

Pourquoi passer à SysAid

Cost of implementation

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

Avantages

If you come from XLS or a homemade ITSM took, this software does the job. It integrates with AD and the user portal is simple enough.

Inconvénients

Overall the management of the tool is not very friendly. The design and configuration of the workflows is conversom. The management reporting is old looking and can't be configured as you like. For instance, you are limited to six indicators for the management panel and you only can pick the indicators available in the shapes presented. It has simple things that are very anoying, such as the filters in the lists that stay with you from session to session and can´t be removed with one click. Migrating incidents to problems is not easy. Managing Massive incidents is less than intuitive, navigation between tkts is not great, but perhaps the worst is that admins and users can not be grouped together.

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.

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.

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!

Avantages

- Helpdesk / Servicemanagement: The helpdesk is great and really easy to use (for admins and end users).

- Asset management: The assetmanagement is really detailed. The deployment can be a bit annoying in the beginning but once you've learned how to do it, it just works I really like the login history for PCs with the SysAid agent.

- Customizeable: Almost every page in SysAid is customizeable. If you don't like a field in a ticket or asset, just remove it.

- Self service portal: The new Self service portal HTML5 UI for end users is beautiful and scales well.

Inconvénients

- Admin UI: While the admin UI is really customizeable, it's also really old and just doesn't feel right (to me) anymore. SysAid just revealed their new HTML5 UI for admins (early 2019) but since we're still on the legacy UI I've decided to put it in here.

- Knowledgbase: The knowledgebase popup window looks really old aswell, especially if you open it from the new SSP UI. It's also just a bit weird to use, especially the HTML editor is a real annoyance for me.

Avantages

this israel based company has done a great job by putting out - and constantly enriching - a full featured ITIL based help desk software which covers with various modules (Help Desk, asset management, workflows) most of the daily routines of an IT department. there are many products out there in this category, what I here like the most is the aggressive user support which Sysaid offers: their team is really keen on solving each single issue you might have. they use their product for their own processes - of course - and they are highly motivated.

Inconvénients

the user interface is being rewritten and is more modern now with the latest release. we did not apply it yet but plan to do so soon. certain rules and forms can be complex to manage, a good implementation at the beginning is mandatory. unfortunately there is nobody with know how in our country, the setup has to be performed mostly remotely which can be a bit of an effort.

Avantages

SysAid is simple to setup and manage. Support is friendly and knowledgeable. Reporting is easy.

Inconvénients

FAQ section could be improved upon, feels outdated.

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à SysAid

Useability.

Avantages

What i liked moved is the incident and problem management features within SysAid.

Inconvénients

The reporting capabilities and self-service portal can use an evolution.

Alternatives envisagées 

ServiceNow

Pourquoi passer à SysAid

Provided better value for the investment.

Avantages

- Routing
- Custom templates
- LDAP integration
- Self Service Portal

Inconvénients

Custom fields not integrated easily on form in the self service portal once ticket is submitted
Too many details for the assets part