Avis clients sur SysAid

It is very easy to use for the administrator and for the end user.

The software has changed a lot, but when I implemented it it was all manual

Does a great job at tracking and managing helpdesk tickets as well as your environment. Allows for multiple users which can trade off tickets. Very configurable to your requirements. The cloud-hosted version has never had an un-planned outage since we began using the product.

Very clunky interface, certain items do not work in Chrome certain items do not work in IE, the polling client on workstations updates every minute which results in an extremely high connection rate which throws off firewall reports (It's not mission critical every hour or two would be fine), need a lot more polish compared to other options now available, customer service is not US based and very quick to dismiss you.

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 .

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

Powerful platform with different Approaches. I have modules to administrate efficiently your Tickets and incident related to Service Desk, and project manajement.

BI and regular Reports are a hit!, you can customized all of the thing and assign timer to different stages. There as a portal that you can share with your customers to auto-services an follow-up their tickets

Poor options to project management and low performance. The look'n'feel is bad, and confusing.
I would prefer to avoid that module if you have some middle-size projects, and go to MS project instead.

The constant improvements and how they take in suggestion from the users.

Really nothing, the only thing I can say bad is it has so many great features that it is difficult to use them all. you really need to plan out the implementation.

capabilities of the tools, Gui, look &feel, flexibility, configurable, CDMB

nothing about the software but maybe the fact that they are not providing on site implementation support. we were not used to that but it is going quite well

SysAid Ticket management are completely customizable to fit our business needs.
Asset Management gives complete visibility into assets across the organization and reporting
The Self Service Portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the que.
Active Directory integration is fantastic.

The integrated remote control piece works but we miss some features of a more robust product.

Sysaid is easy to implement and use. i like the Change and release component which is on point. the ticket aging is also one feather is easy to pick

The report creation is quiet difficulty. needs i lot of training and time to understand

Customizable and easy to use, Good support and the product never seems to need any maintance

Some of the small things like window size on some parts of the app...small things mostly

We implemented SysAid for our ticket and asset management system. SysAid is nothing but a great system which can improve productivity drastically. The thing I like most about the system is that the varieties in which it could be molded depending on customers needs. I will definitely suggest SysAid.

I have not come across any cons until now.

I like most how easy it is to work on a ticket and then re-assign it to someone else. When someone gets a ticket, it's easy to see the history of what has happened the sysaid breaks down all the information of each ticket so that it's easy to follow.

The feature I like least is the e-mail notification. Whenever any new activity happens on a ticket, you get an email notification and this sounds like a good idea on the surface. But the problem comes when get tons of unneeded email. For example, I will close out a ticket (and get a message that the ticket is closed). Then, if the user responds to say thank you, it opens the ticket again (and sends another message to me). If I get the thank you not the next day and close out again, but that user is now out of the office and has an auto-reply turned on, the auto-reply triggers the ticket to re-open again - and send me another message that this has happened. I have literally struggled for days on end to close of ticket because of stuff like this.

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.

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.

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

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.

I like just how easy this product is to use and the ease for the end users to put in tickets. Also love that you can give certain user access to different categories depending on the admin group they are in.

I wish the sysaid asset management was a little more robust.

- 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.

- 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.

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

FAQ section could be improved upon, feels outdated.

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

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