SysAid Erfahrungen

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

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

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.

Nachteile

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 Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps.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.

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

Reporting, Analytic and performance review

Nachteile

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

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

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

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 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

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

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.

Nachteile

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.

In Betracht gezogene Alternativen

Lansweeper

Warum SysAid gewählt wurde

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

Zuvor genutzte Software

Spiceworks Cloud Help Desk

Gründe für den Wechsel zu SysAid

We chose SysAid over Spiceworks, because it contains more features.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Vision Helpdesk

Gründe für den Wechsel zu SysAid

Financial and customization was the biggest issues with Helpdesk

Vorteile

Ease of use and setup with Asset management/Projects modules which are easy to use

Nachteile

The reporting tool exports to Excel 2003 format. needs updating to Excel 2016 or higher

In Betracht gezogene Alternativen

Zendesk Suite

Warum SysAid gewählt wurde

Cumbersome, slow, unusable and not user friendly

Zuvor genutzte Software

BMC Helix ITSM und Zendesk Suite

Gründe für den Wechsel zu SysAid

Cost and as its based out of Europe, No VAT to pay giving a huge cost saving.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu 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.

Vorteile

Many out of the box functionalities and great costumer support

Nachteile

The UX is not great. Especially on the admin and configuration side.

In Betracht gezogene Alternativen

Redmine und ManageEngine ServiceDesk Plus

Warum SysAid gewählt wurde

No support, difficult to configure, very static program, does not evolve the process

Zuvor genutzte Software

Redmine

Gründe für den Wechsel zu SysAid

ITSM management and workflows and great help desk functionalities.

Vorteile

I love the customizability in every small detail. You can craft everything to capture information exactly for your organization without missing anything.

Nachteile

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.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu 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

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

Fast, reliable customer support
User friendly, keep tracks of time time spent on the project and notifying other users
Email interacted keeps tracks of new updates

Nachteile

There lot of template on the admin site that you need to configure according to your company goals, you will need more knowledge on the admin site to configure according to your company specification

In Betracht gezogene Alternativen

Freshservice, SolarWinds Service Desk und JIRA Service Management

Gründe für den Wechsel zu SysAid

Company Client SysAid integration Email alert notification Project Management

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

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.

Nachteile

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.

Vorteile

Ease of use. Workflow capabilities are great. Easy to setup new groups, categories, ect.

Nachteile

Reporting functions are getting better but still in progress.

In Betracht gezogene Alternativen

InvGate Service Management

Warum SysAid gewählt wurde

Needed something global

Gründe für den Wechsel zu SysAid

People and easier configuration

Vorteile

easy to use tool for end users, and capabilities for reporting services

Nachteile

very restricted directly access to database.

In Betracht gezogene Alternativen

Spiceworks Cloud Help Desk

Warum SysAid gewählt wurde

cloud service

Zuvor genutzte Software

GLPi

Gründe für den Wechsel zu SysAid

Cost of implementation

Vorteile

the ability to be able to build and setup the system without hire new employees

Nachteile

the workflow and the asset managements not intuitive

In Betracht gezogene Alternativen

ServiceNow

Zuvor genutzte Software

BMC Helix ITSM und ServiceNow

Gründe für den Wechsel zu SysAid

price and local integrator

Vorteile

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.

Nachteile

customising some areas can be a little complex, I'm sure will get easier with more use.

Vorteile

If you come from XLS or a homemade ITSM took, this software does the job. It integrates with AD and the user portal is simple enough.

Nachteile

Overall the management of the tool is not very friendly. The design and configuration of the workflows is conversom. The management reporting is old looking and can't be configured as you like. For instance, you are limited to six indicators for the management panel and you only can pick the indicators available in the shapes presented. It has simple things that are very anoying, such as the filters in the lists that stay with you from session to session and can´t be removed with one click. Migrating incidents to problems is not easy. Managing Massive incidents is less than intuitive, navigation between tkts is not great, but perhaps the worst is that admins and users can not be grouped together.