SysAid

Great ITSM platform with great capabilities

Kommentit: 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.

Hyvät puolet:

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.

Huonot puolet:

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.

Vishal's Review on SysAid

Kommentit: Overall, SysAid has significantly enhanced our ticket management efficiency and user self-service capabilities, leading to faster resolution times and streamlined operations. However, its limitations in customization and integration can sometimes pose challenges.

Hyvät puolet:

I most appreciate SysAid’s automated ticket routing and prioritization, which streamline our support processes and ensure efficient handling of requests. The comprehensive self-service portal also stands out for empowering users to solve common issues independently.

Huonot puolet:

I liked least SysAid’s limited customization options, which restrict how we can tailor the platform to fit specific organizational needs. Additionally, the complexity involved in integrating SysAid with other systems often requires significant effort and additional support.

One of the Simplest and easiest Ticketing tools with lot of exciting Features

Kommentit: It can be accessed easily across multiple devices seamlessly
Tickets get refreshed faster.
There is no latency
We created routing rules for different categories in SysAid, so the manual interaction was reduced. When an end user submits a ticket, it goes to the respective teams directly. Due to this implementation, response times have reduced. We integrated SysAid into Microsoft Teams platform.
Implementation of SysAid Copilot AI Chatbot

Hyvät puolet:

Integration with Microsoft Teams Implementation of SysAid Copilot AI Chatbot Migration to cloud

Huonot puolet:

SysAid Testing environment is refreshed manually based on the ticket we submit to SysAid. It is the Only con i could think of. Otherwise, the product is excellent in all areas

Do not use Sysaid unless been forced

Kommentit: I have purchased Sysaid back in 2019, but I do regret it.

Hyvät puolet:

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

Huonot puolet:

Technical support is below any professional standard

My review of SysAid

Kommentit: My experience with SysAid so far is great. The integration with teams makes it more flexible and user friendly.

Hyvät puolet:

It is user friendly and not to expensive to get a license.

Huonot puolet:

It happens that it has downtimes. But that is quickly handled but the team .

SysAid for ITSM and Operations

Kommentit: SysAid are great tool and it's not just IT Service Management, HR< and fleet department also use it. e.g., Fleet uses to book and schedule for vehicle rooting maintenance.

Hyvät puolet:

Reporting, Analytic and performance review

Huonot puolet:

The Complexity. Sometimes, it's difficult to find some features

Effective Management with Room to Grow

Kommentit: My overall experience with SysAid has been positive in terms of its core functionalities, such as asset management, work order tracking, and automated workflows for purchase requisitions. These features have significantly improved our efficiency, especially in our small IT department. However, the user interface could be more user-friendly, and we've encountered some challenges with the Self-Service Portal, particularly with the password reset function. While the out-of-the-box experience was decent, we feel there is potential for further enhancements to fully meet our needs. Overall, SysAid has been a valuable tool, but we're looking forward to improvements, particularly in the interface and customization options.

Hyvät puolet:

What I liked most about SysAid is its strong capabilities in asset management and workflows, particularly how it effectively tracks and manages IT assets by linking Configuration Items (CIs) together. Additionally, the automated workflows for purchase requisitions and work order transitions are highly efficient, allowing tasks to flow seamlessly between team members.

Huonot puolet:

What I liked least about SysAid is the user interface (UI), especially within the workflows and Admin Portal, which lacks simplicity and could benefit from a more intuitive design. Additionally, the Self-Service Portal has had recurring issues, particularly with the password reset function not working as intended.

SysAid Review

Kommentit: It is a great application with great potential

Hyvät puolet:

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

Huonot puolet:

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

ITSM Best tool

Kommentit: Happy with the product and good ITSM method.

Hyvät puolet:

Customer care and support , quick response.

Huonot puolet:

End user interface , New enhancement take ages to implement.

Great for getting quick IT support

Hyvät puolet:

Creating tickets are incredibly easy, they automatically route to the proper OT contact.

Huonot puolet:

Sometimes it's hard to find the right category, they filter out sub categories based on previous options. No search available.

SysAid Review

Kommentit: Very happy customer having utilised SysAid for over 10 years

Hyvät puolet:

Easy of use Ability to customise the language within the system Escalation rules

Huonot puolet:

As a user daily user of SysAid theres nothing that i dont like about the product

SysAid is for everyone!

Kommentit: Overall, I have had a wonderful experience with SysAid and look forward to another 10 year of using the product.

Hyvät puolet:

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.

Huonot puolet:

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.

Excelent ITIL Software

Kommentit: This is a very easy to use software, with exceptional capabilities due to be a out-of-box product already with some examples

Hyvät puolet:

Simple dashboards and easy to implement workflows with some out-of-box examples

Huonot puolet:

Activities and Billable module are one of the points that need to be improved

User friendly Interface

Kommentit: SysAid is a good tool for IT service Management, allowing for users over sight on issues and requests logged

Hyvät puolet:

SysAid is user friendly. The interface is easily understood by all.. it also allows for customizations. After sales support is superb!

Huonot puolet:

Sysaid is occasionally not available. But that rarely happens

Why is SysAid is Better...?

Kommentit: This product is really good and very easy to use for our daily work.
Recommended for others.

Hyvät puolet:

The user-friendliness of the product is really good. Very easy to create the workflows and easy to customize the workflows. We can easily manage our incidents, requests, problems, assets, etc... and the support of SysAid customer care service is very much appreciated.

Huonot puolet:

The pricing of the SysAid is a little bit higher when compared to the other products.

Why you should use SysAid

Kommentit: I love using SysAid, like previously said it has made ITService management and ticketing very easy for my organisation

Hyvät puolet:

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

Huonot puolet:

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

SysAid a complete ticketing software

Kommentit: I am satisfied with the new intermigrations.

Hyvät puolet:

a complete ticketing system that can be used in many fields.

Huonot puolet:

most of its services are not included in the main package.

Sysaid - A good entry level ticketing system

Kommentit: Overall, sysaid does a good job in this ticketing system. It allows for accountability among users

Hyvät puolet:

Sysaid has a user friendly interface, it is easy to navigate between end user and an administrator. Actions are easy to find and requires little effort to learn the basics

Huonot puolet:

Its integration with outlook although great causes a number of issues when a refresh occurs and checks are not made to ensure correct parameters are selected

SysAid ticketing system

Kommentit: I am very pleased with the software and the entire system.

Hyvät puolet:

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

Huonot puolet:

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

Good system but improvements could be made

Hyvät puolet:

System is easy to learn and displays all the information that you need for example tickets about to breach sla, when the ticket was raised etc. I like the fact that a user can email the help desk email and it automatically creates a ticket. Might be something the company implemented on their own but I’m not sure.

Huonot puolet:

ui is a bit outdated compared to competitors such as service now, Hesk etc . Can be very slow at times

Best Tool for Ticket Management

Kommentit: Pleasant to work with, keep track of issues and escalations

Hyvät puolet:

Built in email feature that allows you to send mail to requesters or support teams without having to open your mailing software.

Huonot puolet:

Spooling of reports can sometimes be hectic due to the size of data

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

Kommentit: 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.

Hyvät puolet:

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.

Huonot puolet:

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

SysAid makes it easy to track my IT issues and manage service requests.

Hyvät puolet:

The ticketing system is efficient and the dashboard is user-friendly.

Huonot puolet:

It can be slow at times and the mobile app lacks some features compared to the desktop version.

Bonitas Multi-Academy Trust

Hyvät puolet:

The ease of managing helpdesk incidents and accountability that goes along with this

Huonot puolet:

Lack of flexibility on editing end user submission form

Ticket management system

Hyvät puolet:

Functions are well organized and easy to implement.

Huonot puolet:

Easy to navigate but there should be a way to go back into queue without loosing in transition.