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SysAid est une solution cloud de gestion des services informatiques, ainsi que de centre de service et d'assistance qui aide les utilisateurs des entreprises de toutes envergures dans divers secteurs à résoudre leurs problèmes...
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- Secteur d'activité : Design graphique
- Taille de l'entreprise : Auto-entrepreneur
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
SysAid,super cool
Avantages
un logiciel qui accompli plusieurs taches et très utile dans la gestion des donnée de ton entreprise
Inconvénients
un logiciel qui parfois très lent dans le chargement

- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
We can track resolved incidents and help customers solve them quickly
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.

- Secteur d'activité : Internet
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Robust and affordable IT management tool
We also use it for tracking changes, keeping an inventory of our assets, and generating reports. We are now better able to track and manage our assets, as well as identify the type and version of software running on each machine.
Avantages
The IT business processes in our company are monitored, measured, and supported by end-users thanks to Sysaid. We needed a solution that provided constant, seamless connectivity across all of our devices.
Inconvénients
It seems like they are halfway done implementing a whole new, cutting-edge UI design, judging by the current state of the user interface. The layout and aesthetic of the many pages varies. The product makes use of three or four distinct styles.
Les meilleures alternatives à SysAid
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Sysaid efficiency Survey
Avantages
SysAid offers a wide range of ITSM tools, including incident management, problem management, change management, asset management, knowledge management, and more. This comprehensive suite enables organizations to efficiently manage their IT operations in one platform.
Inconvénients
Managing SysAid effectively may require dedicated IT resources for setup, customization, and ongoing maintenance. Small organizations with limited IT staff may find it resource-intensive.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Not so great customer service.
A help desk solution in which none was being used by the companies I worked in.
Avantages
The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.
Inconvénients
I've used this software for over 7 years. Almost every complaint that everyone else has about this software, I've made myself and the #1 complaint is that the company is based in Israel and they are hard to understand / get a hold of / and don't fully understand the real problems until the issue is explained a few times.
I've installed purchased and installed this software in 3 different companies, and the experience was always the same. I then did work for them for a short amount of time. I wanted to bring to them the outside experience being a customer, and all the complaints I kept getting from U.S. customers, and even from other countries. I truly wanted to make this company better. But instead, they started to hire even further away, Romania, will the same comprehension issues. Now that they only 1 rep left for the U.S. and after that, I doubt they will ever hire again in the U.S. because of how different we think about customer service and how expensive we are. So they took one step forward by hiring the first U.S. rep and then myself, to them go two steps backwards by letting me go and hiring in another country for support.
Yes, I did work there and am a former employee, now a customer again. But I was a customer before that, and nothing has changed before I started working there, and nothing will after I am gone. So please do not delete this review and publish for all to see as I wanted nothing for this company to succeed and instead I was shown the door.

- Secteur d'activité : Hôpitaux et soins de santé
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Great ITSM platform with great capabilities
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.

- Secteur d'activité : Cabinet d'avocats
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
SysAid - Simple Solution, Big Outcome
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 ManagementPourquoi choisir SysAid
No longer fulfilled our growing list of requirements.Logiciel antérieur
ServiceNow Customer Service ManagementPourquoi passer à SysAid
Cost and Versatility
- Secteur d'activité : Biotechnologie
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
SysAid - Simple ITIL ticket management
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 SuitePourquoi 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
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Our everyday with SysAid
I have been very enrolled on the use of this software since day one. First as an user, then as an admin, then as the one in charge of support and maintain it. It has been easy to be involved on all the stages and the communication with the Support team, has been also a key for the success we have.
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
ServiceNowPourquoi passer à SysAid
Price and it offers all what we were looking for.- Secteur d'activité : Organisme social ou civique
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Sysaid ITSM
Excellent from start to finish during implementation.
Avantages
It's very easy to setup and getting up and running was quick. The support from Sysaid and the tech enablement sessions were outstanding.
Inconvénients
Nothing stands out. We found everything so good.
Pourquoi choisir SysAid
We needed more features and better support.Logiciel antérieur
SpiceworksPourquoi passer à SysAid
Better value for money for the features packaged.
- Secteur d'activité : Mode et vêtements
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Great tool, simple to use, ITIL aligment and powerful customization capabilities
Being easy to use, configure and completely aligned with ITIL framework we implemented it successfully with a fast user adoption; now I have full knowledge on what is going on in my department.
Avantages
It have several options to create a ticket (from e-mail to a key on the keyboard - F11) and is powerful enough to support detailed customization (look and feel, personalized templates, e-mail with expected resolution dates, tickets categories, timers, notifications, etc).
Inconvénients
Project tracking is rudimentary (Understood that it's not part of the scope)
Alternatives envisagées
Zendesk SuitePourquoi passer à SysAid
I used it on the past and remembered that have the easiest way to submit a ticket by pressing a single key on the keyboard... and becasue is fully aligned with ITIL- Secteur d'activité : Logiciels
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
User friendly and email integrated
Excellent, meet its expectation
Avantages
Fast, reliable customer support
User friendly, keep tracks of time time spent on the project and notifying other users
Email interacted keeps tracks of new updates
Inconvénients
There lot of template on the admin site that you need to configure according to your company goals, you will need more knowledge on the admin site to configure according to your company specification
Pourquoi passer à SysAid
Company Client SysAid integration Email alert notification Project Management- Secteur d'activité : Services financiers
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
SysAid Review by Sanja Campbell of Jamaica Stock Exchange
Overall it has been great. Our admins have greater visibility of the tickets submitted. our end users love the product as well.
Avantages
tracking of tickets and issues are simple.
centralized hub. I can send messages and update my tickets from one location
I like the live chat feature as well
the auto notifications make my life easier as well
Inconvénients
I cant think of an element i do not like.
Alternatives envisagées
Zendesk SuitePourquoi passer à SysAid
cost was competitive features provided were superior in comparison to the competition- Secteur d'activité : Banque
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Sysaid the best ITSM tool for all
All in all, Sysaid is an easy to use tool and has a lot of other feathers that can be utilized by any size of the orgainzation
Avantages
Sysaid is easy to implement and use. i like the Change and release component which is on point. the ticket aging is also one feather is easy to pick
Inconvénients
The report creation is quiet difficulty. needs i lot of training and time to understand
- Secteur d'activité : Services financiers
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Capterra Review
Reports pre buit that help us to generate the different metrics.Easy use for new employees.
Avantages
It's easier to use and customize with a good look and feel.
Inconvénients
Only the support in Spanish althoug is not impediment for my case.
Alternatives envisagées
EV Service ManagerPourquoi choisir SysAid
Because HubSpot didn't meet our needs.Logiciel antérieur
HubSpot CRMPourquoi passer à SysAid
Solution complete.- Secteur d'activité : Pétrole et énergies
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
SysAid review, from an admin user and implementer of SysAid
Overall experience has been great, really like the customisation available and SysAid's willingness to work with us to make their product better. Since moving to SysAid, they have released many updates to their software at our request. The partnership is one of the main reasons we like SysAid so much.
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.
- Secteur d'activité : Administration publique
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Customizable and easy to use
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
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
A great IT service management tool
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
SpiceworksPourquoi choisir SysAid
cloud serviceLogiciel antérieur
GLPiPourquoi passer à SysAid
Cost of implementation- Secteur d'activité : Automobile
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Easy to Use and Easy to Modify for your needs
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

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Provenance de l'avis
Exceptional Customer Support & Powerful Service Desk
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 SysAid Technologies
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.
- Secteur d'activité : Services financiers
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Why we choose SysAid's Help Desk Software
Great support, they solve very quickly any doubt.
Avantages
A very powerfull ticket management tool, is very easy to install it and start using it, you can modify/personalize the flow that the ticket will follow and create different roles for the team members, log the time of the activities and have an insight panel in where you can see a summary of the tickets pending for assignation, closed or being categorized depending of your needs.
Inconvénients
So far I have no complaints, the software does their job
Pourquoi passer à SysAid
That is the software that the users chose- Secteur d'activité : Services d'information
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Not bad, but less than expected
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.
- Secteur d'activité : Matériaux de construction
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
SysAid is a Great ITSM that provides a robust, feature rich experience
Avantages
SysAid has been instrumental in unifying the ticket and request workflows. Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive. We consider them a strong ally in assuring that our IT departments can provide the best service to our teammates.
Inconvénients
SysAid is a resolutely stable system. It does everything its advertised as doing in a feature rich and robust manner. If I had to pick a critique its more along the lines of evolutionary. SysAid's features and visuals are currently being updated. This process is conducted in a manner as to not cause issues with various parts of the system. The consequence of this are various applications of a component in different manners in different "subsystems". This is smart on the company's part as it does not disturb any functionality of the overall system. For back-end administrator's, this transition can take adjustment as you jump from configuring various features. These changes are seamless in application for end users and administrators.
- Secteur d'activité : Équipement et fournitures de bureau
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Sysaid Rocks
Avantages
Sysaid not only helps you streamline your day to day helpdesk activity but also a number of other key IT-related tasks. Using the workflows you can automate new starts leaver where you require notification to multiple departments. With Sysaids self-service unlock you don't need another app to allow user unlock their accounts and this saves on the footprint on your device with only one agent. and with escalation rules and routing you can automate communication to users.
And lastly its asset management allows me to proactively monitor my servers and devices plus it keeps my asset inventory up to date
Inconvénients
The project module needs some love and attention i don't find it works well for me compared to simple tools like trello. But in saying that it's a minor issue.
- Secteur d'activité : Emballage et conteneurs
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Takes a bit to get used to, but really powerful after that
We needed something to track our issues and requests and since I've used SysAid for 3 years before and only had good experience with it we decided to go with it.
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.