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339 avis affichés

Thomas B.
Thomas B.
IT Analyst
Cabinet d'avocats, 51-200 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 19/06/2019

"SysAid - Simple Solution, Big Outcome"

Commentaires: 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 Management et ManageEngine ServiceDesk Plus

Pourquoi choisir SysAid : No longer fulfilled our growing list of requirements.

Logiciel antérieur : ServiceNow Customer Service Management et ManageEngine ServiceDesk Plus

Pourquoi passer à SysAid: Cost and Versatility

  • Source de l'avis 
  • Publié le 19/06/2019
Charles K.
IT Service Desk Manager
Pétrole et énergies, 5 001-10 000 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    7/10
  • Source de l'avis 
  • Publié le 06/12/2020

"The Impact of SysAid"

Commentaires: My overall experience on SysAid has been awesome, however, there are some challenges been faced during usage. If one is not technically sound, it will be difficult to manage as an Administrator without the consent of the professional support, but however, there is a user-guide to help.

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 et SapphireIMS

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.

  • Source de l'avis 
  • Publié le 06/12/2020
Andry C.
Soporte Técnico
Services financiers, 501-1 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 16/09/2021

"Sysaid, a great helpdesk software for IT department"

Commentaires: Sysaid has been help in the monitoring of the incident and request. With this tool we solved the quantity of calls of the users.

Avantages: The most impactful features are the assets management, the password module and the SLA configuration.
I think Sysaid is a software easy of use, because each time that we add a new department, the adaptation time is so short.

Inconvénients: For me the unique difficult for use is the BI Analytics. Is necessary a detailed manual about how use this.

  • Source de l'avis 
  • Publié le 16/09/2021
Rafael V.
MIS Technician
Services et technologies de l'information, 51-200 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    0/10
  • Source de l'avis 
  • Publié le 12/07/2017

"Not so great customer service."

Commentaires: 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.

  • Source de l'avis 
  • Publié le 12/07/2017
William A.
IT Admin
Produits chimiques, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 08/06/2021

"Improving the monitoring of IT processes"

Commentaires: We have been using SysAid for almost 10 years. We started with the free solution and migrated to the Cloud solution when it was available, which helped us since we did not have to allocate infrastructure on site. Sysaid has been improving its platform incorporating new functionalities and improving the current ones. SysAid has become the tool for daily use where we practically enter everything we do in IT, which allows us to later review the information or generate a source of knowledge.

Avantages: SysAid sticks to our needs in the IT department. It allows us to record all events or problems with the necessary information. The monitoring is very simple and with the information that allows to generate data analysis for decision making. Asset management allows us to have a history of events as well as the support provided.

Inconvénients: SysAid has many functionalities, so it is necessary to do a good analysis of what is really required and what will be used. At the moment there is nothing that we dislike with the use and management of Sysaid.

  • Source de l'avis 
  • Publié le 08/06/2021
Tim H.
Group IS Administrator
Appareils médicaux, 1 001-5 000 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 20/01/2021

"Not the bigest name but a full featured surprisingly good solution"

Commentaires: I have nothing negative to say about them. Our account manager has been excellent. As far as I can remember, we have had no outages during the last 2 years. If you are looking for an ITSM solution, at least give them a try, you might be pleasantly surprised.

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.

Alternatives envisagées : ManageEngine ServiceDesk Plus MSP

Pourquoi passer à SysAid: We already use MESD in other areas of the company and we needed a SaaS solution. The MSP version wasn't available as SaaS. Having said that, we might still have chosen Sysaid even if it was.

  • Source de l'avis 
  • Publié le 20/01/2021
James W.
James W.
Systems Administrator III
Enseignement supérieur, 201-500 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 07/10/2019

"SysAid Review"

Commentaires: We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.

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.

  • Source de l'avis 
  • Publié le 07/10/2019
Garan T.
Garan T.
Desktop Support Engineer
Biotechnologie, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    9/10
  • Source de l'avis 
  • Publié le 18/02/2021

"SysAid - Simple ITIL ticket management"

Commentaires: 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

Pourquoi 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

  • Source de l'avis 
  • Publié le 18/02/2021
Kevin M.
Global Information Technology Manager
Biens de consommation, 1 001-5 000 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 09/04/2021

"SysAid the ITSM that you need."

Commentaires: We are using it for Ticket management, Self Service Knowledge base, Asset Management, Patch Management and reporting.

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 : Track-It!, ServiceNow, ManageEngine ServiceDesk Plus, Kaseya VSA, SolarWinds Service Desk, Freshdesk, Confluence et JIRA Service Management

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.

  • Source de l'avis 
  • Publié le 09/04/2021
Carl T.
Systems Administrator
Hôpitaux et soins de santé, 1 001-5 000 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 09/12/2020

"Great product, Great service!!!"

Commentaires: they have great response time on issues and always willing to help

Avantages: ticketing routing and escalation, change management

Inconvénients: the UI in ticketing could use some work but easy once you get used to it.

  • Source de l'avis 
  • Publié le 09/12/2020
Isidro armando B.
Isidro armando B.
Administrador SysAid
Services et technologies de l'information, 1 001-5 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 24/06/2020

"All-in-one service"

Commentaires: El fácil acceso que tiene y funcionalidad del modulo de flujos de trabajo ayudaron a simplificar el proceso de compras dentro de la empresa.

Avantages: Todos los módulos son de un uso muy sencillo si como el producto en general, la integración con los servicios de AD, correo, etc, se adapto de forma sencilla para implementar los servicios de flujo de trabajo que tenemos dentro de la empresa.

Inconvénients: No todos los módulos estan disponibles en la versión Completa, y que deberían de colocarte los al menos por un periodo para que puedas identificar las áreas que podrías automatizar con ellos.

Alternatives envisagées : BMC Helix ITSM

Pourquoi choisir SysAid : por la facilidad de uso y el costo

Pourquoi passer à SysAid: Costo de Implementación, costo del producto

  • Source de l'avis 
  • Publié le 24/06/2020
Chris W.
Chris W.
IT Support Manager
Eau/gaz/électricité
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    8/10
  • Source de l'avis 
  • Publié le 31/10/2017

"SysAid is a great product that could be a fantastic product"

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.

  • Source de l'avis 
  • Publié le 31/10/2017
Hitesh L.
Head of IT Servcies
Services financiers, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 03/06/2020

"SYSAID is a great ITSM Tool comparable to any other global tool but really great value for money"

Commentaires: We have been using SYSAID since 2012. It was easy to implement and roll out to the business. Today even our [SENSITIVE CONTENT HIDDEN] uses SYSAID to log tickets for issues.

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

Pourquoi choisir SysAid : Cumbersome, slow, unusable and not user friendly

Logiciel antérieur : BMC Helix ITSM et Zendesk

Pourquoi passer à SysAid: Cost and as its based out of Europe, No VAT to pay giving a huge cost saving.

  • Source de l'avis 
  • Publié le 03/06/2020
Eric F.
Engineer
Construction, 51-200 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 17/06/2020

"All essencials in one service desk"

Commentaires: IT issues such as internet/ server down, softwares not working, new hiring / off board processes, approvals trough dynamic workflows usage.
The most we like that is automated and no more manual work needed anymore which saves us a lot of time to focus on tasks with higher priority and urgency.

Avantages: No need for multiple tools and softwares anymore as SysAid has all essencials in one service desk. Easy to use and friendly. Lots of 3rd parties integrations available, such as Teamviewer, Office365, Sap and much more.

Inconvénients: I like everything as is completely customizable and automated, maybe like less that the integration with softwares like Sap required a special coding and configuration but fully understand as it was based on our needs which is amazing to have the option to customize according to our requirements and needs. There are tons of softwares that dont offer this and only what it comes by default , out of the box.

Alternatives envisagées : Zendesk

Pourquoi passer à SysAid: Because has all essencials in one service desk, place, no need for multiple tools, all in one. Inexpensive , easy to configure, use and very friendly tool.

  • Source de l'avis 
  • Publié le 17/06/2020
Andres E.
Analista Sistemas de Información
Services et technologies de l'information, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 08/06/2020

"SysAid, Excelente aplicación soporte IT"

Commentaires: Es la herramienta de soporte interno de la compañía, nos permite gestionar, dar seguimiento y solucionar los diferentes problemas, KPI de área IT, control de activos.

Avantages: Excelente aplicación , fácil configuración, herramientas e integraciones con otras aplicaciones corporativas, funcional, reportes y estadísticas confiables, base de conocimiento para ingenieros y usuarios finales.

Inconvénients: hay algunas novedades que se requieren implementar pero no hay documentación en español

Alternatives envisagées : Aranda

Pourquoi passer à SysAid: Porque el costo beneficio en la creación de una herramienta, no se tendría base de conocimiento o dificultaría la creación en comparación con Aranda la configuración es mas fácil con SysAid, la integración con AD, para ingreso de usuarios el control y hoja de vida de los activos dan valor a las actividades del área.

  • Source de l'avis 
  • Publié le 08/06/2020
Lori S.
Support Lead
Exploitation minière et métaux, 10 000+ employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 17/06/2020

"Great Help Desk management system"

Commentaires: SysAid team is great! they are very responsive and always there to help.

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.

Alternatives envisagées : InvGate Service Desk

Pourquoi choisir SysAid : Needed something global

Logiciel antérieur : Microsoft SharePoint

Pourquoi passer à SysAid: People and easier configuration

  • Source de l'avis 
  • Publié le 17/06/2020
Lorne H.
ICC systems Tech
Administration publique, 5 001-10 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 09/12/2020

"Customizable and easy to use"

Commentaires: 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

  • Source de l'avis 
  • Publié le 09/12/2020
Joe W.
IT Director
Gestion d'organisme à but non lucratif, 501-1 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 21/02/2020

"I love SysAid!!!!!!!!!1"

Commentaires: I have now used SysAid at 4 companies. Every company I go to I change out their system to SysAid.

Avantages: It has so many features included with the product. It's very easy and intuitive to use. It has all the tech ops tools I need under one roof. We're changing the way our entire business functions with an IT tool.

Inconvénients: Setting up incident management is easy. Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me. It's easy to see everything it can do and use cases. The challenge is putting all the thoughts into logic to make it happen.

  • Source de l'avis 
  • Publié le 21/02/2020
Luis a. D.
Senior Manager
Logiciels, 2-10 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    9/10
  • Source de l'avis 
  • Publié le 13/06/2020

"Nice tool to manage IT Recourses"

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.

  • Source de l'avis 
  • Publié le 13/06/2020
Leonel L.
Application Support Specialist
Vente au détail, 10 000+ employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    9/10
  • Source de l'avis 
  • Publié le 13/08/2019

"A great IT service management tool"

Commentaires: 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 : System Center et Spiceworks

Pourquoi choisir SysAid : cloud service

Logiciel antérieur : GLPi

Pourquoi passer à SysAid: Cost of implementation

  • Source de l'avis 
  • Publié le 13/08/2019
Ahsan K.
Systems Analyst
Construction, 11-50 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 30/08/2019

"SysAid"

Commentaires: We are using SysAid to manage our day to day incidents and requests. Along with that we have de-commisioned solar winds and intune and only use SysAId as our Asset management.

Avantages: We implemented SysAid for our ticket and asset management system. SysAid is nothing but a great system which can improve productivity drastically. The thing I like most about the system is that the varieties in which it could be molded depending on customers needs. I will definitely suggest SysAid.

Inconvénients: I have not come across any cons until now.

Alternatives envisagées : SolarWinds Service Desk et ColibriCRM

Pourquoi choisir SysAid : Limited functionality.

Logiciel antérieur : SolarWinds Service Desk

  • Source de l'avis 
  • Publié le 30/08/2019
Gregg S.
IT Manager
Automobile, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    9/10
  • Source de l'avis 
  • Publié le 02/06/2020

"Easy to Use and Easy to Modify for your needs"

Commentaires: 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

  • Source de l'avis 
  • Publié le 02/06/2020
Utilisateur vérifié
business analyst
Matériaux de construction, 1 001-5 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    7/10
  • Source de l'avis 
  • Publié le 11/06/2020

"good ITSM System"

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 : ServiceNow et BMC Helix ITSM

Pourquoi passer à SysAid: price and local integrator

  • Source de l'avis 
  • Publié le 11/06/2020
Jon S.
Jon S.
Network/System Administrator
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
    Sans note
  • Support client
  • Rapport qualité-prix
    Sans note
  • Probabilité de recommander le produit
    Sans note
  • Source de l'avis 
  • Publié le 27/01/2016

"Exceptional Customer Support & Powerful Service Desk"

Commentaires: 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 l'éditeur

envoyé par SysAid Technologies le 10/02/2016

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.

  • Source de l'avis 
  • Publié le 27/01/2016
Paul B.
Network Manager
Gestion de l'enseignement, 501-1 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
  • Facilité d'utilisation
  • Fonctionnalités
  • Support client
  • Rapport qualité-prix
  • Probabilité de recommander le produit
    8/10
  • Source de l'avis 
  • Publié le 08/06/2020

"An invaluable tool for the management of IT Support"

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.

  • Source de l'avis 
  • Publié le 08/06/2020