SysAid

4,5 (482)
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Logiciel de support client et gestion IT

Note globale

4,5 /5
(482)
Rapport qualité-prix
4,5/5
Fonctionnalités
4,5/5
Simplicité d'utilisation
4,5/5
Support client
4,5/5

92%
des utilisateurs recommandent cette application
Classer par

482 avis

Lillian
Lillian
Note globale
  • Secteur d'activité : Hôpitaux et soins de santé
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Great ITSM platform with great capabilities

Publié le 28/08/2023

SysAid is the answer to the issue of manual customer management. We utilize it for contract and...

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.

Avantages

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.

Inconvénients

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.

Arun
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

SysAid - The Lion King Of Ticket Managment

Publié le 28/11/2023

Pretty Good with managing and working on tickets. However there can be some improvements in the UI...

Pretty Good with managing and working on tickets. However there can be some improvements in the UI level. Hope you guys work into that. Thanks!

Avantages

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

Inconvénients

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.

Alternatives envisagées 

Jira

Pourquoi passer à SysAid

JIRA is good for managing Sprints but SysAid is quite easy to use and manage the tickets.
Utilisateur vérifié
Note globale
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 6.0 /10

SysAid - Good Product for the money

Publié le 29/11/2023

Avantages

Excellent customer service - both responsive and knowledgeable
Importing users from AD makes administration easier

Inconvénients

The reporting functionality needs improvement - should be easier to create ad hoc reports

Lorna
Note globale
  • Secteur d'activité : Hôpitaux et soins de santé
  • Taille de l'entreprise : 5 001–10 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Useful Helpdesk Tool

Publié le 20/10/2024

The system is a good all rounder and easy to customise, the Sysaid support team are quick to...

The system is a good all rounder and easy to customise, the Sysaid support team are quick to respond and have always been very helpful in resolving queries. The AI now available in Sysaid combined with Sysaid Spaces shows the team are always looking to invest and improve their product

Avantages

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

Inconvénients

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

Kleber
Note globale
  • Secteur d'activité : Vente au détail
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

SysAid a highly recommended option

Publié le 15/12/2023

For me, of all the software I have used, it has been one of the best, it can be generated, managed...

For me, of all the software I have used, it has been one of the best, it can be generated, managed in a fast and simple way.

Avantages

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

Inconvénients

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.

Johannes
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

SysAid best ITIL based IT Support tool in the market

Publié le 06/10/2023

We have been using SysAid for almost 5 years now and we have been very happy with the system,...

We have been using SysAid for almost 5 years now and we have been very happy with the system, support and have commited now to another 3 years to SysAid. We are moving to the cloud version in the next month so we are very excited about this. They are also not standing still on development so we will not get stuck with old outdate technologies.

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Vision Helpdesk

Pourquoi passer à SysAid

Financial and customization was the biggest issues with Helpdesk
Michael
Note globale
  • Secteur d'activité : Production alimentaire
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

SysAid was a move in the right direction

Publié le 21/12/2023

The overall experience has been great. After using two other ITSMs, SysAid has been the best. ...

The overall experience has been great. After using two other ITSMs, SysAid has been the best. Implementation was a little rough but we crammed it all in within a month's time. I wouldn't recommend that. There is also a bit of a learning curve with workflows and other features, but once you get learn it, SysAid is a great ITSM. SysAid is very supportive and always willing to help.

Avantages

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

Inconvénients

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

Cynthia
Note globale
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Sys-Aid

Publié le 27/11/2023

Using Sys-Aid has been easy and overall a great experience.

Using Sys-Aid has been easy and overall a great experience.

Avantages

Sys-Aid was easy to configure and allowed us to customize to exactly what we needed for our Help Desk Tickets. It allows us to track fields, build reports, have built in approval workflows. It helped to reduce manual tracking of approvals for requests.

Inconvénients

Building in some of the New Hire and Separation workflows got a little complicated. Once we upgraded to a newer version, the workflow automation help was much clearer and helped us to get workflows built.

Andry
Note globale
  • Secteur d'activité : Banque
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

My experience using SysAid

Publié le 03/12/2024

My overall experience has been very good. We are satisfied with the features of the application.

My overall experience has been very good. We are satisfied with the features of the application.

Avantages

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.

Inconvénients

They don't have much support in Spanish.

Anitha
Note globale
  • Secteur d'activité : Hôpitaux et soins de santé
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

A reliable ITSM solution with better pricing.

Publié le 26/11/2024

It is one of the best ticketing tools available in the market & it can be easily customizable. The...

It is one of the best ticketing tools available in the market & it can be easily customizable. The self-service portal & knowledge helps the user for immediate resolution for common issues in the service desk.

Avantages

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.

Inconvénients

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.

Ross
Note globale
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Great, streamlined product which does what we need it to do.

Publié le 29/11/2023

SysAid has been almost the perfect product for us so far. Its done all we need it to do. We use the...

SysAid has been almost the perfect product for us so far. Its done all we need it to do. We use the MS Teams chat bot heavily and that works very well.

Avantages

The MS Teams chat bot allowing users to raise tickets directly in a Teams chat.

Inconvénients

There are still a few bugs but these are being worked on. Sometimes entering data can be time consuming as there are not always ways to do it in a batch.

Guillermo
Note globale
  • Secteur d'activité : Biotechnologie
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

We're loving SysAid

Publié le 29/11/2023

We're loving SysAid. From the first contact we had, all the way to implementation, we had a great...

We're loving SysAid. From the first contact we had, all the way to implementation, we had a great experience.

Avantages

It checked all the boxes and it was easy to implement. Great support during and after the implementation.

Inconvénients

Modifying the front end is a bit restricted.

Hagen
Note globale
  • Secteur d'activité : Production alimentaire
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

SysAid is for everyone!

Publié le 05/09/2024

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

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

Avantages

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.

Inconvénients

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.

Emily
Note globale
  • Secteur d'activité : Génie civil
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

SysAid makes solving our end-users problems easy.

Publié le 05/12/2024

Great, the staff we work with has been wonderful

Great, the staff we work with has been wonderful

Avantages

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

Inconvénients

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.

Sergio
Note globale
  • Secteur d'activité : Services d'information
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Excelent ITIL Software

Publié le 11/09/2024

This is a very easy to use software, with exceptional capabilities due to be a out-of-box product...

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

Avantages

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

Inconvénients

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

Shankar
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

ITSM Best tool

Publié le 04/12/2024

Happy with the product and good ITSM method.

Happy with the product and good ITSM method.

Avantages

Customer care and support , quick response.

Inconvénients

End user interface , New enhancement take ages to implement.

Yusuf
Note globale
  • Secteur d'activité : Gestion d'organisme à but non lucratif
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Why you should use SysAid

Publié le 20/07/2024

I love using SysAid, like previously said it has made ITService management and ticketing very easy...

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

Avantages

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

Inconvénients

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

Khrysty
Note globale
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 7.0 /10

Great ticketing system

Publié le 18/09/2024

Avantages

Great helpdesk ticketing system for small businesses.

Inconvénients

Nothing. Only reason we left is for cost cutting purposes.

Sayed
Note globale
  • Secteur d'activité : Compagnies aériennes/Aéronautique
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

SysAid a complete ticketing software

Publié le 22/08/2024

I am satisfied with the new intermigrations.

I am satisfied with the new intermigrations.

Avantages

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

Inconvénients

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

Francisco
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

SysAid has been a game-changer for managing our IT needs. It's intuitive and efficient!

Publié le 10/11/2024

Avantages

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

Inconvénients

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

Alon
Note globale
  • Secteur d'activité : Assurance
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Great helpdesk and inventory software

Publié le 03/11/2023

Great helpdesk and inventory software

Great helpdesk and inventory software

Avantages

very good helpdesk ticketing system and inventory as well

Inconvénients

cost money for more administrators but can be implemented for more departments

Alternatives envisagées 

Zendesk Sell

Pourquoi passer à SysAid

Local Support
Lisa
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

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

Publié le 19/06/2023

Overall, I've been very happy with SysAid. My company relies on the ticket system for our support...

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.

Avantages

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.

Inconvénients

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

Mitusha
Mitusha
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé toutes les semaines pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Great tool for incident management in a small org!

Publié le 03/12/2023

Avantages

SysAid has helped me manage the incidents and log incidents efforlessly
using various channels like email, the self-service portal, or directly reaching out to the staff which made reporting issues quick and hassle-free.

Inconvénients

They do not have free trial for a long time with timited features.

Shivani
Note globale
  • Secteur d'activité : Supermarchés
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Ticket management system

Publié le 27/11/2023

Avantages

Functions are well organized and easy to implement.

Inconvénients

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

Andrew
Note globale
  • Secteur d'activité : Gestion de l'enseignement
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Bonitas Multi-Academy Trust

Publié le 29/11/2023

Avantages

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

Inconvénients

Lack of flexibility on editing end user submission form