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Avantages :

The product is very easy to use and it's efficient. It has saved us time and money many times and I am sure it will continue to do so in the future.

Inconvénients :

Lack of On-premises mobile application version.

SysAid - Notes

Note moyenne

Facilité d'utilisation
4,5
Service client
4,5
Fonctionnalités
4,5
Rapport qualité-prix
4,6

Probabilité de recommander le produit

8,8/10

SysAid a reçu une note globale de 4,5 étoiles sur 5 d'après 440 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (440)

Edward
Edward
ICT Specialist (Aruba)
Utilisateur LinkedIn vérifié
Administration publique, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

ITIL Compliant ServiceDesk System with user-friendly self-service portal

5,0 il y a 2 ans

Commentaires : SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).

Avantages :

-Ticket registration and tracking -Workflow management -Self-Service portal -Reporting and Feed-back/Notification -ITIL-Compliant -Flexible and Customizable

Inconvénients :

-Workflow Design is powerful but has a learning curve

Alternatives envisagées précédemment : ManageEngine ServiceDesk Plus et TOPdesk

Pourquoi passer à SysAid : We had ample experience previously with SysAid and when we evaluated the alternatives. We went for the "old trustworthy" but were also surprised that everything we were looking for in the alternatives was in the latest version of the tools we already had so we upgraded to that latest version.

Peter
IT Asset And Configuration (Ghana)
Services et technologies de l'information, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Fantastic SysAid

5,0 il y a 6 mois

Commentaires : It has been a great journey using SysAid since 2019. We have always had a good understanding and agreement for each request we submit.

Avantages :

I like the workflows and the BI Analytics. With the workflows, we have been able to build processes for some support teams in resolving issues. Same workflows has helped streamlined our change approval process. With the approval process in place in SysAid, we no longer face audit exceptions on no approval was obtained from a stakeholder before CAB. Service Review meetings has been more insigtful with the use of the BI Analytics to provide data for tickets resolved by each support team , as well as review tickets pending and aging.

Inconvénients :

I do not like the fact that the Knowledge base management cannot give a comprehensive report on usage. They are only show most viewed articles based on a cumulative count of viewers.

Alternatives envisagées précédemment : ServiceNow

Pourquoi passer à SysAid : The product suited our budget and it has proven that it worth buying.

Daniella
Administrative Analyst (Brésil)
Services aux consommateurs, 2–10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

My experience with SysAid

5,0 le mois dernier Nouveau

Commentaires : As an end user, we have a self-service portal that is very easy to understand, access open tickets, interact with analysts, etc...

Avantages :

the practicality of handling tickets where analysts have several tools available in the form to use, in conversation with the user they can send notes on the ticket or send an email to the user, messages that reach the user instantly , and in the analyst's activities part he can detail the steps he took on that ticket, everything is very detailed and the history is saved.

Inconvénients :

We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc...

Rafael
MIS Technician (É.-U.)
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Not so great customer service.

1,0 il y a 7 ans

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.

Kleber
Analyst Security (Équateur)
Vente au détail, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

SysAid a highly recommended option

5,0 il y a 4 mois

Commentaires : For me, of all the software I have used, it has been one of the best, it can be generated, managed in a fast and simple way.

Avantages :

It is one of the most user-friendly tools I know, its performance is optimal and it covers most of our company's needs.

Inconvénients :

There is almost nothing much to say about the cons, since there are very few faults or missing elements that can be found, perhaps one of the problems is the remote connection, which is very slow.

Johannes
ICT Manager (Afrique du Sud)
Services et technologies de l'information, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SysAid best ITIL based IT Support tool in the market

5,0 il y a 6 mois

Commentaires : We have been using SysAid for almost 5 years now and we have been very happy with the system, support and have commited now to another 3 years to SysAid. We are moving to the cloud version in the next month so we are very excited about this. They are also not standing still on development so we will not get stuck with old outdate technologies.

Avantages :

Ticket management, reporting and classifications is one of the key features that lead to the decision to make sysaid our long-term partner. The workflow functionality and teams integration is going to change our whole business, so we are very excited to move forward on SysAid Cloud. The customization is also a big plus for us.

Inconvénients :

The old-style interface but hat is also a thing of the past now that we are moving into the cloud and there new UX/UI is coming out early next year.

Alternatives envisagées précédemment : Vision Helpdesk

Pourquoi passer à SysAid : Financial and customization was the biggest issues with Helpdesk

Lillian
Lillian
Human Resources Generalist (É.-U.)
Utilisateur LinkedIn vérifié
Hôpitaux et soins de santé, 10 000+ employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great ITSM platform with great capabilities

4,0 il y a 8 mois

Commentaires : 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.

Cynthia
Vice President IT Manager (É.-U.)
Services financiers, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Sys-Aid

5,0 il y a 5 mois

Commentaires : Using Sys-Aid has been easy and overall a great experience.

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.

Arun
Associate Software Engineer (Inde)
Services et technologies de l'information, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

SysAid - The Lion King Of Ticket Managment

5,0 il y a 4 mois

Commentaires : Pretty Good with managing and working on tickets. However there can be some improvements in the UI level. Hope you guys work into that. Thanks!

Avantages :

1. Communication with End Users with Email Integration 2. Ticket management (Ticket routing, Status Updates etc) 3. Ticket Administration (Reports, Surveys etc)

Inconvénients :

1. UI is pretty Old 2. There are some issues with the email-sending feature where even an extra comma in the addresses would show the message not sent but still the message will be sent which the sender will be unaware of. 3. List views in SysAid automatically refreshes which makes me lose all the filters which is really frustrating to be honest.

Alternatives envisagées précédemment : Jira

Pourquoi passer à SysAid : JIRA is good for managing Sprints but SysAid is quite easy to use and manage the tickets.

Michael
Senior Helpdesk Technician (É.-U.)
Production alimentaire, 1 001–5 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

SysAid was a move in the right direction

5,0 il y a 4 mois

Commentaires : The overall experience has been great. After using two other ITSMs, SysAid has been the best. Implementation was a little rough but we crammed it all in within a month's time. I wouldn't recommend that. There is also a bit of a learning curve with workflows and other features, but once you get learn it, SysAid is a great ITSM. SysAid is very supportive and always willing to help.

Avantages :

Ease of use for End Users. Self-Service Portal is easier for end user to navigate. Auto categorization of tickets and workflows.

Inconvénients :

Reporting, but improvements are coming next year. Lack of RRM.

Sanjay
Technical Support Officer (Jamaïque)
Services financiers, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SysAid Review by Sanja Campbell of Jamaica Stock Exchange

5,0 il y a 4 ans

Commentaires : 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 précédemment : ManageEngine ServiceDesk Plus et Zendesk Suite

Pourquoi passer à SysAid : cost was competitive features provided were superior in comparison to the competition

Akosua Tiwaa
Analyst (Ghana)
Services et technologies de l'information, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Sysaid, the Tool to Bridge Customer and Support Gap

4,0 l’année dernière

Commentaires : Overall, the product is great, aside minor issues, these issues when raised with support, they immediately assist and resolve immediately.

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 précédemment : 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

Chris
Chris
IT Support Manager (É.-U.)
Utilisateur LinkedIn vérifié
Eau/gaz/électricité
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SysAid is a great product that could be a fantastic product

4,0 il y a 6 ans

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.

Atul
Atul
Technical Team Lead (Inde)
Utilisateur LinkedIn vérifié
Logiciels, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SysAid is a fantastic utility and simple to use program

4,0 l’année dernière

Commentaires : In the IT department, we must keep track of internal initiatives as well as user concerns and complaints. That problem is resolved for us by the ticketing solution, which is actually extremely helpful. We had a problem with the performance, and their personnel promptly fixed it. We also had some problems with the conversations, and I appreciate that there are options to add extra timers. This is enabling us to focus completely on tickets and prioritise our workload so we are not inundated with requests via IM. It is also assisting us in setting up a procedure for our users to raise tickets.

Avantages :

The user-friendly design and all of the features are accessible. has many choices for both administrator and end-user users, dedicated support, and is in line with the newest technology. The ease of use for both our end users and the IT administration staff. The system has all the features and capabilities required in an ITSM application. The new self-service site is excellent with Incredible customization when it comes to ticket templates. you to build as many categories as necessary to suit your needs.

Inconvénients :

The dashboard, reporting, and design should all be enhanced. Further features may be added to reports and dashboards, and the build could be modified to conform to the new designs. The user interface gives off the impression that a fresh, contemporary style is being implemented. The patterns and styles of several pages vary. The product uses three or four distinct designs overall.

Robson
IT Infrastructure Engineer (R.-U.)
Pétrole et énergies, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

SysAid review, from an admin user and implementer of SysAid

4,0 l’année dernière

Commentaires : 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.

Lorne
ICC systems Tech (Canada)
Administration publique, 5 001–10 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Customizable and easy to use

5,0 il y a 3 ans

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

Leonel
Application Support Specialist (Salvador)
Vente au détail, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A great IT service management tool

5,0 il y a 5 ans

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 précédemment : Spiceworks Cloud Help Desk et System Center

Pourquoi choisir SysAid : cloud service

Logiciel antérieur : GLPi

Pourquoi passer à SysAid : Cost of implementation

Clint
Network Technician (É.-U.)
Administration publique, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Does the basics

3,0 il y a 6 mois

Commentaires : It works better than some other ticket systems I've used in the past, but it also works worse than others. I'd put in the middle of the road for Ticketing Systems.

Avantages :

SysAid is easy to use and easy to integrate.

Inconvénients :

There is definitely some aspects missing, like the ability to merge tickets. Often times an widespread issue occurs and 30 tickets come in. Tickets have to be deleted or closed, which inflates ticket volume.

Alternatives envisagées précédemment : Spiceworks Cloud Help Desk

Pourquoi passer à SysAid : Better support level

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Gestion de l'enseignement, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SysAid

3,0 il y a 4 ans

Commentaires : Overall, the system works. It can just be extremely high maintenance to use.

Avantages :

I like most how easy it is to work on a ticket and then re-assign it to someone else. When someone gets a ticket, it's easy to see the history of what has happened the sysaid breaks down all the information of each ticket so that it's easy to follow.

Inconvénients :

The feature I like least is the e-mail notification. Whenever any new activity happens on a ticket, you get an email notification and this sounds like a good idea on the surface. But the problem comes when get tons of unneeded email. For example, I will close out a ticket (and get a message that the ticket is closed). Then, if the user responds to say thank you, it opens the ticket again (and sends another message to me). If I get the thank you not the next day and close out again, but that user is now out of the office and has an auto-reply turned on, the auto-reply triggers the ticket to re-open again - and send me another message that this has happened. I have literally struggled for days on end to close of ticket because of stuff like this.

Frank
System Administrator (É.-U.)
Utilisateur LinkedIn vérifié
Hôpitaux et soins de santé, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SysAid Helpdesk

5,0 il y a 5 ans

Commentaires : Excellent! We have used it for many years. Our users like our seasonal theme on the home page. A really nice feature is the ability to keep track of instructions on procedures and how-to articles. We used to keep electronic documents for all that and still have some but having most of them in one place all categorized has made it much easier to find the one we need.

Avantages :

How flawless it works all the time. Even when we make user errors, the program never crashes. We have experienced a problem a few times over the years. Support is very fast and provides correct fixes right away. We have the ability to make changes in all the screens we use, to customize them for what we want and somewhat how they look. It's very fast. When a user enters a case, we see it immediately. There are far more features that we don't even use.

Inconvénients :

It's difficult to find locations for all the areas that can be customized. The whole user interface from the administrator's side could be improved by making it more friendly in finding my way around. The appearances for the whole thing could be polished up with better graphics.

Lisa
Billing Administrator (É.-U.)
Logiciels, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Easy maintenance tracking all customer tickets while tracking employees at the same time!

5,0 il y a 10 mois

Commentaires : Overall, I've been very happy with SysAid. My company relies on the ticket system for our support team and I am able to log in and find any information I need quickly and easily with little or no effort.

Avantages :

I like how you can search for tickets either by number or by customer name and find out all details relating to the customer and who is working on the ticket at all times. We also use SysAid to enter all details in our hosting environment, i.e. user name, email address, login info and server customer is using. We an easily track all details for our hosting environment on one screen.

Inconvénients :

I do wish that all windows had the same criteria for searching customer names.

Michael
Director of IT (É.-U.)
Santé, bien-être et fitness, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great product, wish we had the full version

5,0 il y a 4 ans

Commentaires : We have had great success with Sysaid and truly rely on it everyday. We have improved several internal business processes for IT and Facilities by leveraging Sysaid and have greatly improved internal communications. We are interested in possibly upgrading to the full version in hopes of creating more automated processes, improving change management and implementing more project management techniques because of the benefits we have derived from the existing implementation.

Avantages :

The flexibility of the configuration, the automation, integrations and general ease of use are the aspects that we like most about Sysaid. We use Sysaid for far more than just the IT help desk and ticket tracking and we do not have the full version.

Inconvénients :

This is difficult for us as we do not have the full/complete version of Sysaid. My natural instinct is to dislike the fact that we do not have several of the features that would improve our operations without the added licensing expense. However, with the version we do have, the reporting, especially the custom reporting, could be improved.

Coy
Enterprise IT Systems Engineer (É.-U.)
Matériaux de construction, 10 000+ employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

SysAid is a Great ITSM that provides a robust, feature rich experience

5,0 il y a 4 ans

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.

Ivan
IT manager (Slovénie)
Automobile, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

not satisfied

2,0 il y a 6 ans

Commentaires : The toll to manage requests, incidents, changes, and assets. But we want to have more freqvent technology feature updates.

Avantages :

Ease for translate to diferent language. Sory but that is only thing which come to my mind for the pros.

Inconvénients :

Old fashion design / tehnology. Poor browser support. There is no suppport for copy/paste. There is almost no developnent of new features and / or use of new tehnologies (like HTML5 etc). Slow tehnical support. Look's like unfinished product.

Réponse de l'équipe de SysAid Technologies

il y a 6 ans

Hi Ivan, your feedback is truly appreciated, thank you for sharing it. Currently we're in the middle of rolling out our completely new user interface, based on HTML5 and it includes drag & drop file capabilities and so much more. We first released it in our new reporting module that was upgraded last year, and recently in our newly launched Self-Service Portal. At the moment, we're also working on a new interface for the Admin side of things as well as investing in new technologies and implementing them within the product, as part of our roadmap. We hope you'll continue to provide us with your feedback as we continue to improve our interface

Ryan
mederwerker (Pays-Bas)
Biens de consommation, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

sysaid is een goede helpdesk programma

4,0 il y a 2 ans

Commentaires : good program

Avantages :

ticket mangement when there is a new ticket its by not assigend and thats the first thing you see when you start up sysaid. asset list is very easy to use.

Inconvénients :

its hard to find old tickets back cuase when i need to search what has done to that one thing the ticket has already been closed and i don't know the number of the ticket

Alternatives envisagées précédemment : TOPdesk

Pourquoi passer à SysAid : teh interface looks better to me