SysAid

Avantages

SysAid's user-friendly interface and real-time chat feature make it easy to manage IT support tasks and provide immediate assistance to users.

Inconvénients

The self-service portal could use a design update, and the change management process is not as intuitive as it could be.

Alternatives envisagées 

Pourquoi choisir SysAid 

Pourquoi passer à SysAid

Avantages

Professional support, great Helpdesk, great costumer care, extensive documentation, ai chatbot

Inconvénients

Although the new UI/UX is great if still lacks basic features and stability

Avantages

Very customizable, everything is ran from the cloud so users can access it from anywhere. Support seems to be on top of things when I've opened a ticket

Inconvénients

While it is very customizable, this also makes it very time consuming to set up every aspect of the helpdesk system. You have to create / change fields, categories, routing etc... to your custom needs

Avantages

Application itself is not bad,it works well from time to time

Inconvénients

Technical support is below any professional standard

Avantages

Straight forward easy to configure inhouse without the need for a third-party expertise, including the workflow designer for Change management, making it easy to ensure each step is taken in the change process.

Inconvénients

Admin Group Privacy - Right now, regardless of how you configure the admin groups, it is not possible to ensure that one group mis not able to see members of the other group, including their tickets.

Alternatives envisagées 

Pourquoi passer à SysAid

Avantages

Firstly, ROI. Additionally, ease of install and configuration, customization, template setup and workflow.

Inconvénients

Asset management. It's not bad, but it's not great.

Alternatives envisagées 

Pourquoi passer à SysAid

Avantages

The way AI is actually helpful for myself on the helpdesk side but also for the end user with a problem and it is not just another marketing thing, and the marketplace with really useful add-ons and integrations like Zapier.

Inconvénients

Setting up, but that is a problem you have with all new tools.

Alternatives envisagées 

Pourquoi passer à SysAid

Avantages

Easy to learn and use from an admin and end user point of view

Inconvénients

I personally find the knowledge base tab can get a little messy. This maybe user based.

Avantages

we use SysAid to create tickets for our IT team to review it and its so good to use.

Inconvénients

The only dislike about sysaid is its not well organized

Avantages

It has components that are very easy to customize

Inconvénients

It's more pricey than the average platform for helpdesk

Avantages

Sys-Aid was easy to configure and allowed us to customize to exactly what we needed for our Help Desk Tickets. It allows us to track fields, build reports, have built in approval workflows. It helped to reduce manual tracking of approvals for requests.

Inconvénients

Building in some of the New Hire and Separation workflows got a little complicated. Once we upgraded to a newer version, the workflow automation help was much clearer and helped us to get workflows built.

Avantages

It checked all the boxes and it was easy to implement. Great support during and after the implementation.

Inconvénients

Modifying the front end is a bit restricted.

Avantages

Very inclusive in terms of default criteria that's been setup within admin settings. Relatively simple to use and simple to learn.

Inconvénients

Not really a dislike towards SysAid itself, but it's definitely tailored towards bigger teams/organisations. We're only a small team so we don't really use its full functionality at times.

Avantages

Simple to create email rules to improve ticket management, for example the system can pick up on certain text within a logged ticket, it can then update category codes and assign certain templates to certain teams, this saves time and improves efficiency, sending certain tickets to the right people as soon as the ticket is logged.
The availability of work flows saving repetition of manual tasks and time for the Helpdesk to complete.
Sysaid can link with AD ensuring contacts are up to date and accurate, previously adding contacts was a manual task

Inconvénients

The user interface is slightly dated, to review multiple messages in a ticket, you have to click on each e-mail to review the comms, this can be laborious.
The ability to have multiple reports of your choosing on 1 single cluster report is not available

Avantages

What I like most about SysAid is its ease of use, strong automation features, and the ability to streamline IT operations, making our team more efficient and productive.

Inconvénients

What I liked least about SysAid is the occasional complexity in customization. While generally user-friendly, certain advanced configurations can be challenging and require more time to set up.

Avantages

Simplicity of their IU and the smoothness is one of the highlights that I really like about sysaid

Inconvénients

Their IU is out modes and needs a lot of features too as well

Avantages

Ticketing system is easy to use and and very useful in terms of organization and disbursement of tickets

Inconvénients

The GUI looks a bit cluttered when there is alot of tickets

Avantages

Over the years, SysAid has consistently demonstrated stability in its ticketing system. Even in a high-volume environment with over 15,000 tickets processed monthly, the platform has effectively maintained data integrity without experiencing delays or system lag.

Inconvénients

In a previous review, I initially expressed dissatisfaction with SysAid's customer service support. However, over time, I came to appreciate their methodical approach to ticket inquiries, which aims to understand the root cause of issues for a more effective and lasting solution. Nevertheless, for critical issues requiring tier 3/4/developer attention, the resolution process tends to be time-consuming.

Avantages

Great helpdesk ticketing system for small businesses.

Inconvénients

Nothing. Only reason we left is for cost cutting purposes.

Avantages

its Intergration to our cloud environment and the use of chat bot has made adoption of the product very easy in our organisation

Inconvénients

So far I don't have any complaints, the minor compliant is more of a feature request for the platform to look more modern.

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.

Avantages

Dashboard showing progress of open tickets
Ticket tracking

Inconvénients

Lack of proper formatted email
Lack of Approval process for Employee Provisioning
Lack of choosing an option 3 without choosing options 1 and 2. Should select those options off of the last option chosen.

Avantages

Very easy setup and deployment. Easy to use, very little training required to use.

Inconvénients

Nothing I don't like, just need the patch management to work better.

Avantages

User-friendly interface, great for ticket management and tracking assets.

Inconvénients

Reporting features could be more comprehensive, occasional lag times during use.

Avantages

It is very user-friendly and easy to use.

Inconvénients

It can get confusing sometimes with picking out the right option.