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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
4,5

Probabilité de recommander le produit

8,8/10

SysAid a reçu une note globale de 4,5 étoiles sur 5 d'après 378 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (378)

Thomas
Thomas
IT Analyst (R.-U.)
Utilisateur LinkedIn vérifié
Cabinet d'avocats, 51-200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

SysAid - Simple Solution, Big Outcome

5,0 il y a 3 ans

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

James
James
Systems Administrator III (É.-U.)
Utilisateur LinkedIn vérifié
Enseignement supérieur, 201-500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

SysAid Review

4,0 il y a 3 ans

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.

Phil
ICT Operations Manager (R.-U.)
Gestion de l'enseignement, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Affordable IT management tool for education users

4,0 il y a 2 semaines Nouveau

Commentaires : SysAid helps us deliver a support service with ease. The self-service portal really helps provide a central support hub where our end users can request further support or a variety of self-support material which we've pre-populated. Our overall experience both with the software itself and the support from SysAid has been brilliant.

Avantages :

SysAid is so easy to setup and, right out of the box, guides you through an easy installation process (we use the on-prem version) Our end users interact positively with a well designed web GUI and local system agent. The green desktop icon is our 'go to' for support and certainly plays a big part in our support service offering.

Inconvénients :

Minor things really, we've used this software for a while now and grown as a support service with it. With regard to upgrade paths, we'd like to see a single 'rollup' upgrade rather than incremental patches as this would help to reduce our downtime. Some further customizations (branding) to the GUI would also be great, different themes for instance.

Jae
Network Engineer/Administrator (É.-U.)
Transport routier/ferroviaire, 51-200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Behind the times.

3,0 il y a 5 ans

Commentaires : A haphazard ticket system that sometimes works better then nothing at all.

Avantages :

I like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true.

Inconvénients :

Customer service is HORRID! To the point of complaints have to go to CEO of SysAid and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated. Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO.

Réponse de l'équipe de SysAid Technologies

il y a 5 ans

Thank you for your honest feedback. We understand that life is not always perfect, but we want to have open communication with our customers to keep improving. Sometimes, our CEO jumps on welcome calls with clients, and personally introduces herself. You happened to be on such a call. To answer your issues: Mobile apps - We¿ve been working on new apps for the past few months and are currently releasing them to the App Stores. The iPhone app is available and adopted to iOS 11, and a new Android app is currently being uploaded. Agents and asset management - We¿re working on a better user experience to deploy and manage agents and are constantly introducing updates. Product interface - We just released a new user experience for end users in our Self-Service Portal and are currently upgrading the admin user interface. Take a look at the new Self-Service Portal, to view the new UI we¿re releasing. Your account manager will contact you tomorrow to make sure your issues are addressed

peter
peter
IT Service Catalog, Asset and Configuration Analyst and Knowledge Managerr (Ghana)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

My Personal Experience With SysAid ITSM TOOL and CMDB

4,0 il y a 3 mois

Commentaires : SysAid Asset management tool has been able to resolve most part of our audit issues and it has been a good news to management. However, it is still required to resolve the prominent issue of file/application configuration monitoring.

Avantages :

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

Inconvénients :

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

Alternatives envisagées : ServiceNow

Pourquoi choisir SysAid : Cost and SysAid promise of meeting our CMDB requirement

Logiciel antérieur : Remedyforce

Pourquoi passer à SysAid : Cost and SysAid promise of meeting our CMDB requirement

Sylvester
Sylvester
IT Team Lead (Nigeria)
Utilisateur LinkedIn vérifié
Pétrole et énergies, 51-200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

SysAid Helpdesk Tool

5,0 le mois dernier Nouveau

Commentaires : SysAid has helped in automation of processes, especially the IT helpdesk. Top benefit is in the area of support ticket management.

Avantages :

The features most impactful are the Incident management, Request management, and Problem management. I am able to create workflows and automate several other departmental workflows such that paper works are drastically reduced. Product is easy to use. And integration with my existing business process was seamless.

Inconvénients :

Creation of custom fields does not allow you to create a label for read only. All fields require updates!

Casey
Technology Helpdesk Supervisor (É.-U.)
Enseignement supérieur, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Solid Helopdesk Soultion

5,0 il y a 2 mois

Commentaires : I have always had a good experience with SysAid. We used the on-premise product for 9 years, and recently migrated to the cloud. The process was seamless. Support was awesome.

Avantages :

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

Inconvénients :

FAQ section could be improved upon, feels outdated.

Alternatives envisagées : Zendesk Suite

Pourquoi passer à SysAid : Useability.

Damjan
Senior System Administrator (Slovénie)
Assurance, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Titled review

5,0 il y a 2 mois Nouveau

Commentaires : Automation with this product is amazing, so there is a greater benefit to the company than only the IT benefit. The work process in the Company is more stable, faster, and efficient.

Avantages :

The experience of implementing its featuers into the company system and their support whille doing it.

Inconvénients :

All keyboard fill out of the ticket with tab+enter. It's a feature that is promised in the future.

Rene
IT Manager (Mexique)
Services aux consommateurs, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SysAid software review

5,0 le mois dernier Nouveau

Commentaires : Used it for more than 15 years, and still using it

Avantages :

It is very easy to deploy and configure for starters. After implementation, es easy to start uncovering additional features

Inconvénients :

As the system has all features, could be expensive for Latin America markets and small business.

Kyle
IT Support Manager (É.-U.)
Gestion d'organisme à but non lucratif, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SysAid is just what we needed

5,0 il y a 2 mois Nouveau

Commentaires : Our service desk is very efficient with SysAid. SysAid makes our SLAs easy to meet.

Avantages :

It is very easy to use and configured/manipulate to what your organization needs.Implementation experts are very knowledgeable.

Inconvénients :

It isn't very useful out of the box, which isn't necessarily a bad thing.

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 l’année dernière

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 : 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.

Charles
IT Service Desk Manager (Nigeria)
Pétrole et énergies, 5 001-10 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

The Impact of SysAid

5,0 il y a 2 ans

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 : SapphireIMS et Lansweeper

Pourquoi choisir SysAid : It was switched because there are some features required for the operation which is not available.

Logiciel antérieur : Spiceworks

Pourquoi passer à SysAid : We chose SysAid over Spiceworks, because it contains more features.

Isidro Armando
Isidro Armando
Administrador SysAid (Mexique)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

All-in-one service

5,0 il y a 2 ans

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

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 5 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.

Tim
Group IS Administrator (R.-U.)
Appareils médicaux, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Not the bigest name but a full featured surprisingly good solution

5,0 il y a 2 ans

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.

Hitesh
Head of IT Servcies (R.-U.)
Services financiers, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

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

5,0 il y a 3 ans

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 Suite

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

Logiciel antérieur : BMC Helix ITSM et Zendesk Suite

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

Justin
Help Desk Administrator (É.-U.)
Enseignement supérieur, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SysAid is Great!

5,0 l’année dernière

Commentaires : It's wonderful. It does everything we need it to and we have plenty of support in regards to the system.

Avantages :

Easy to use and easy to train others to use it.

Inconvénients :

Customization for the site could be a lot easier.

Alternatives envisagées : Zendesk Suite

Pourquoi choisir SysAid : OTRS is open source and free to use but everything that is done within it needs to be scripted out and is very time consuming.

Logiciel antérieur : OTRS

Pourquoi passer à SysAid : Zendesk had too many features rolled into one and a high asking price.

Eric
Engineer (Israël)
Construction, 51-200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

All essencials in one service desk

5,0 il y a 2 ans

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 Suite

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.

Andres
Analista Sistemas de Información (Colombie)
Services et technologies de l'information, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SysAid, Excelente aplicación soporte IT

5,0 il y a 2 ans

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.

Adewale
Analyst, IT Service Desk (Nigeria)
Télécommunications, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great User Experience

5,0 l’année dernière

Commentaires : Great graphic user interface, with awesome user experience

Avantages :

Ability to be able to use the analytic and reporting at convenience, creating your type of report weekly, daily or monthly. Spooling at ease when and how you want it . Sysaid CX/UX is top notch for a first time user (onboarding) easy navigation Sysaid asset lifecycle, helps with onboarding and offboarding of an employee in the business with smooth transition and great experience. Sysaid helps with right prioritization, the impact and urgency of tickets helps both the user and process manager .

Inconvénients :

The chat console is not really in use, still struggles with the chat session from the administrative point of view

Alternatives envisagées : Freshdesk

Pourquoi passer à SysAid : First Pricing, with UX and smooth navigation for user and admin

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 2 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

Lori
Support Lead (É.-U.)
Exploitation minière et métaux, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great Help Desk management system

5,0 il y a 2 ans

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

jason
IT Support Supervisor (Canada)
Hôpitaux et soins de santé, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Reasonably priced and fully featured

5,0 il y a 5 mois

Avantages :

SysAid offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased.

Inconvénients :

Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

Joe
IT Director (É.-U.)
Gestion d'organisme à but non lucratif, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

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

5,0 il y a 3 ans

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.

Leonel
Application Support Specialist (Colombie)
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 3 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 : Spiceworks et System Center

Pourquoi choisir SysAid : cloud service

Logiciel antérieur : GLPi

Pourquoi passer à SysAid : Cost of implementation