SysAid Erfahrungen

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

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

Nachteile

-Workflow Design is powerful but has a learning curve

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus und TOPdesk

Gründe für den Wechsel zu 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.

Vorteile

The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.

Nachteile

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.

Vorteile

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.

Nachteile

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.

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

Gründe für den Wechsel zu SysAid

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

Vorteile

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.

Nachteile

Rendering email in the ticket was clumsy but has improved recently. It is perfectly useable but others do it better.

Vorteile

Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.

Nachteile

Workflow management is a little outdated and has a bit of a learning curve.

In Betracht gezogene Alternativen

Jitbit Helpdesk

Warum SysAid gewählt wurde

Lack of capabilities in tracking, tiering, asset management, and CMDB.

Zuvor genutzte Software

Jitbit Helpdesk

Gründe für den Wechsel zu SysAid

Price and capability.

Vorteile

It is easy to use. No need to be doing tedious installations, and is very reliable. We use it every day, around the globe, and we don't have issues with time zones or sync.

Nachteile

What I have used so far has benn great. We need to continue to implement all the features on it.

In Betracht gezogene Alternativen

ServiceNow

Gründe für den Wechsel zu SysAid

Price and it offers all what we were looking for.

Vorteile

This is a really easy to use product, easily navigatable and pleasing to the eye interface

Nachteile

As an administrator, we experience lags that throw our tickets out of order, although set parameters have not been touched or changed

In Betracht gezogene Alternativen

FootPrints und ServiceNow

Warum SysAid gewählt wurde

The remedy product no longer served our purpose as a growing business

Gründe für den Wechsel zu SysAid

The ease of use, and also the price as well as its ability to meet majority of the company's needs

Vorteile

It have several options to create a ticket (from e-mail to a key on the keyboard - F11) and is powerful enough to support detailed customization (look and feel, personalized templates, e-mail with expected resolution dates, tickets categories, timers, notifications, etc).

Nachteile

Project tracking is rudimentary (Understood that it's not part of the scope)

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu SysAid

I used it on the past and remembered that have the easiest way to submit a ticket by pressing a single key on the keyboard... and becasue is fully aligned with ITIL

Vorteile

Sysaid is a one shop stop for managing users and computer in you organization. from inventory, helpdesk, patch management and remote control. SysAid can not be beat

Nachteile

I really have nothing bad to say about the product, I am very satisfied

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 Desk

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

Warum SysAid gewählt wurde

cloud service

Zuvor genutzte Software

GLPi

Gründe für den Wechsel zu SysAid

Cost of implementation

Vorteile

I have been using SYSAID for 15+ years. I find it is very easy to understand and use. It is highly customizable without the need for complex interactions or training from SYSAID. THE SUPPORT from SYSAID is far beyond any other Vendor I have dealt with in 35+ years of IT work.

Nachteile

Some features advertised fall a little short of what you may expect but always meet what they say..The Ever evolving product sometimes creates an expectation that just doesn't quite reach the level I am expecting

Vorteile

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.

Nachteile

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.

Vorteile

Good ticketting system with Incidents, Request, change and problem Classification
Workflow templates.

Nachteile

Complex.
Poor end user portal for KB and Service Request follow up.
Poor search functionality.
Old UI with old text editors. Does not evolve with contemporary new media needs.
Not implementable as a cross business Service Record tool. Only usable by ICT departement. Too complex to implement over different departments like Facilities, HR, QESH, Fleet.

Vorteile

Out of the box features are excellent and the system is very easy to configure.

Nachteile

Some of the features are clearly still a work in progress but rate of development seems good.

In Betracht gezogene Alternativen

BMC Helix ITSM

Warum SysAid gewählt wurde

Remedy was to rigid and to expensive.

Gründe für den Wechsel zu SysAid

More closely meet our requirements.

Vorteile

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

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

- Helpdesk / Servicemanagement: The helpdesk is great and really easy to use (for admins and end users).

- Asset management: The assetmanagement is really detailed. The deployment can be a bit annoying in the beginning but once you've learned how to do it, it just works I really like the login history for PCs with the SysAid agent.

- Customizeable: Almost every page in SysAid is customizeable. If you don't like a field in a ticket or asset, just remove it.

- Self service portal: The new Self service portal HTML5 UI for end users is beautiful and scales well.

Nachteile

- Admin UI: While the admin UI is really customizeable, it's also really old and just doesn't feel right (to me) anymore. SysAid just revealed their new HTML5 UI for admins (early 2019) but since we're still on the legacy UI I've decided to put it in here.

- Knowledgbase: The knowledgebase popup window looks really old aswell, especially if you open it from the new SSP UI. It's also just a bit weird to use, especially the HTML editor is a real annoyance for me.

Vorteile

this israel based company has done a great job by putting out - and constantly enriching - a full featured ITIL based help desk software which covers with various modules (Help Desk, asset management, workflows) most of the daily routines of an IT department. there are many products out there in this category, what I here like the most is the aggressive user support which Sysaid offers: their team is really keen on solving each single issue you might have. they use their product for their own processes - of course - and they are highly motivated.

Nachteile

the user interface is being rewritten and is more modern now with the latest release. we did not apply it yet but plan to do so soon. certain rules and forms can be complex to manage, a good implementation at the beginning is mandatory. unfortunately there is nobody with know how in our country, the setup has to be performed mostly remotely which can be a bit of an effort.

Vorteile

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

Nachteile

FAQ section could be improved upon, feels outdated.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu SysAid

Useability.

Vorteile

What i liked moved is the incident and problem management features within SysAid.

Nachteile

The reporting capabilities and self-service portal can use an evolution.

In Betracht gezogene Alternativen

ServiceNow

Gründe für den Wechsel zu SysAid

Provided better value for the investment.

Vorteile

- Routing
- Custom templates
- LDAP integration
- Self Service Portal

Nachteile

Custom fields not integrated easily on form in the self service portal once ticket is submitted
Too many details for the assets part

In Betracht gezogene Alternativen

Mojo Helpdesk und SolarWinds Service Desk

Warum SysAid gewählt wurde

Need to have more automation