SysAid

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Freshdesk

Warum SysAid gewählt wurde

We switched from ServiceNow to SysAid primarily due to the cost. SysAid provided a more affordable solution with the essential features we needed, making it a better fit for our budget while still delivering robust IT support capabilities.

Gründe für den Wechsel zu SysAid

We chose SysAid because it offered the best balance of features, ease of use, and affordability. While ServiceNow was too complex and costly, and Freshdesk lacked some advanced ITSM features we needed, SysAid provided all the essential tools at a reasonable price, making it the ideal choice for our organization.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

Technical support is below any professional standard

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus, TOPdesk, Freshdesk und ServiceNow

Gründe für den Wechsel zu SysAid

We had to consider Pricing and functionality.

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Jira, ServiceNow und Zendesk Suite

Gründe für den Wechsel zu SysAid

Cost vs performance and ROI. We simply needed a solid ITSM solution that supported ticket management, change management, release management and could interface with ADO and Entra ID.

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Trello und TOPdesk

Gründe für den Wechsel zu SysAid

Pricing and functionality, other reviews and talking to representatives from the different companies.

Vorteile

The SysAid's application is great at managing the work load of the team i work in it better organize specifically what task are meant for which individual.

Nachteile

SysAid's GUI can be at times very hard to navigate and sometime to cluttered it also looks dated compared to other helpdesk application.

In Betracht gezogene Alternativen

Jira

Gründe für den Wechsel zu SysAid

Because it was already implemented into our business.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

The only dislike about sysaid is its not well organized

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

This brilliant solution has been easy to implement tool for IT service management.
I like the reliability of SysAid.
SysAid is so accurate.

Nachteile

SysAid is reliable and flawless to use.
No challenges when using SysAid.

Vorteile

It is easy to handle.
Automation saves a lot of time.
Also, we can create workflows very easily according to the requirement. It is very advanced. And we can customize them.
There are support agents to ask help if we face any issue.
Dashboards helps to get a clear and fast understanding about some data.

Nachteile

In my personal opinion the prices are on the higher side.
Some support agents are not helpful at all. They kept typing same thing over and over again without proving a solution or alternative.

Vorteile

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

Nachteile

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

Vorteile

The ticketing system is excellent for tracking and resolving IT issues quickly.

Nachteile

The mobile app could use some improvement for better usability on the go.

Vorteile

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.

Nachteile

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

Vorteile

SysAid offers a wide range of ITSM tools, including incident management, problem management, change management, asset management, knowledge management, and more. This comprehensive suite enables organizations to efficiently manage their IT operations in one platform.

Nachteile

Managing SysAid effectively may require dedicated IT resources for setup, customization, and ongoing maintenance. Small organizations with limited IT staff may find it resource-intensive.

Vorteile

The system seems to have a very robust backend that can handle many tasks and will be able to scale well into our future of growth.

Nachteile

I miss some features from systems that I used at previous jobs. The admin UI could a lot of improvement and simplifying. Also missing a mobile application.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

The customizability. You can customize quite a bit to fit your needs

Nachteile

Sometimes the menus and setting a re a bit ridiculous.

Vorteile

Reporting, Analytic and performance review

Nachteile

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

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

ServiceNow Customer Service Management

Gründe für den Wechsel zu SysAid

We chose SysAid for its strong automation features and user-friendly interface, which promised to streamline our ticket management and improve efficiency. Additionally, its comprehensive self-service portal and asset management capabilities aligned well with our operational needs.

Vorteile

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.

Nachteile

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.

Vorteile

the simplicity of the tool, easy to implement

Nachteile

Sysaid can be implemented for other processes, it would be good for the mail response account to have another mailbox

Vorteile

SysAid is perfect when it comes to ticket management.
Creating ticket is simple, list of options is pretty well managed, category pick up is also very solid. End users are using Self service portal as both communication tool and also self support tool. Users are also using options as knowledge base/ support chatbot. Overall it reduced many simpler problems which users experienced. Simple things can be resolved by end users so IT can focus more on other tickets.

Nachteile

SysAid have small bugs like login page error or scenario when you are creating ticket and you click on other tab it can freeze and you wont be able to pick category as it will go blank. Or in some scenarios the SysAid page randomly refresh and your ticket is gone.

Vorteile

I like SysAid for it ticket management module. they have really improved with the reports. with the introduction of the bi analytics, our team can now easily speak to numbers during service review meetings.

Nachteile

There is more room for improvement on the software product module

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus und ServiceNow

Warum SysAid gewählt wurde

cost of license was expensive and we needed some additional features like CMDB

Gründe für den Wechsel zu SysAid

cost was better than others when we compared

Vorteile

What I like most about SysAid is the ease it offers in configuring categories, SLAs, and routing. It is a user-friendly tool that integrates very well with Active Directory.

Nachteile

They don't have much support in Spanish.

Vorteile

It is one of the best ITSM tool available in the market with better pricing. It has all the recent integrations like AI, chatbot, & it also works well with Teams.

Nachteile

There is a limitation for non IT departments & the app is not compatible with mobile,. The training to users may require signification time to adapt to the system features.

Vorteile

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

Nachteile

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

Vorteile

ease of use, patch management, remote support and asset tracking. SysAid's support is second to none

Nachteile

I have nothing bad to say about their product, it does everything that I need

In Betracht gezogene Alternativen

Zendesk Suite

Warum SysAid gewählt wurde

spiceworks was more expensive and did not have the functionality I was looking for

Zuvor genutzte Software

Spiceworks Cloud Help Desk

Gründe für den Wechsel zu SysAid

easier to use, cost and functionality of the product

Vorteile

It is less complicated and convenient to use

Nachteile

Its slow sometimes and certain bugs disrupt services once in a while

Vorteile

Customizations and readily available support

Nachteile

The mobile app has received criticism for being less functional and not as polished as the desktop version. Users have reported it to be slow and lacking essential features

Vorteile

I think our favorite part about SysAid is the SysAid CoPilot, although it has taken some time for our users to catch one, having the app integrated in Microsoft Teams has been a game changer for our users

Nachteile

I think so far asset management, we use several products and none of them do exactly what we want them to do. They are starting to make improvements but, still missing some key features we would need.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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.

In Betracht gezogene Alternativen

Jira

Gründe für den Wechsel zu SysAid

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

Vorteile

AI's ability to reference Company Documents.

Nachteile

To many bugs in the system
Non-HTML email system

In Betracht gezogene Alternativen

Freshdesk

Warum SysAid gewählt wurde

cost change

Zuvor genutzte Software

Freshdesk

Gründe für den Wechsel zu SysAid

innovation .

Vorteile

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

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

Customer care and support , quick response.

Nachteile

End user interface , New enhancement take ages to implement.

Vorteile

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

Nachteile

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

Vorteile

Routing features, workflows, AI chatbot, ticket management

Nachteile

The built in reports are a little challenging.

Vorteile

Knowledge Base
Customization of workflows, categories, SSP, pretty much anything.
Work Flows
Patch Management
Reporting feature
Asset Management
Integration of Azure, Teams Chat bot, Power BI

Nachteile

The Remote Control feature is a bit wonky and needs updating.
We also discovered that Merging ticketing may be easy, but the updating of the categories for those tickets is not automatic. That is not a huge deal since we really do not merge many tickets.

In Betracht gezogene Alternativen

Halo Service Desk, ServiceNow und Zendesk Suite

Warum SysAid gewählt wurde

We needed more functionality then what was offered in our previous software.

Zuvor genutzte Software

ManageEngine Endpoint Central

Gründe für den Wechsel zu SysAid

SysAid gave us what we were looking for and at a fraction of the cost as the others.

Vorteile

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

Nachteile

Sysaid is occasionally not available. But that rarely happens

Vorteile

SysAid is easy to use and easy to integrate.

Nachteile

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.

In Betracht gezogene Alternativen

Spiceworks Cloud Help Desk

Gründe für den Wechsel zu SysAid

Better support level