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393 avis

- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
My experience with SysAid
Publié le 05/09/2019
My experience is very good, we have already used it for 4 years and we have never had big problems
Avantages
It is very easy to use for the administrator and for the end user.
Inconvénients
The software has changed a lot, but when I implemented it it was all manual
Alternatives envisagées
IBM SPSS StatisticsPourquoi passer à SysAid
utility and price- Secteur d'activité : Enseignement supérieur
- Taille de l'entreprise : 51–200 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 Great!
Publié le 26/10/2021
It's wonderful. It does everything we need it to and we have plenty of support in regards to the system.
Avantages
Easy to use and easy to train others to use it.
Inconvénients
Customization for the site could be a lot easier.
Alternatives envisagées
Zendesk SuitePourquoi choisir SysAid
OTRS is open source and free to use but everything that is done within it needs to be scripted out and is very time consuming.Logiciel antérieur
OTRSPourquoi passer à SysAid
Zendesk had too many features rolled into one and a high asking price.- Secteur d'activité : Urbanisme et architecture
- 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 4.0 /10
Feature-rich but clunky
Publié le 07/12/2017
Full help desk ticket tracking as well as workstation polling.
Avantages
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.
Inconvénients
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.
Réponse de SysAid Technologies Traduire en Français
We have made vast strides in modernizing our user interface - we recently released a new interface for the end users - our Self-Service Portal, and next up is the admin interface.
Our Agent technologies polls the server / RDS every 30 seconds for messages in order to allow online features such as broadcast messages to end users, initiate a remote control session, initiate a chat with end users and more... the packet sent/received is extremely small and does not cause any significant network traffic. The one time FULL computer inventory sent after initial deployment is a bit larger ~ 300K - that is what you may have seen in your FW traffic. Your account manager will be happy to review this with you.
- Secteur d'activité : Services financiers
- Taille de l'entreprise : 51–200 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 Review
Publié le 06/12/2022
Overall our experience has been good. We use this product and a few modules within it. We also have other departments using it to manage their tickets.
Avantages
The best feature is the self unlock tool for end users and the ability for them to get suggestions on KB articles to read themselves as they are entering in their ticket.
Inconvénients
Workflows are hard to set up and support is not helpful with this.
- Secteur d'activité : Construction
- 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 10.0 /10
All essencials in one service desk
Publié le 17/06/2020
IT issues such as internet/ server down, softwares not working, new hiring / off board processes, approvals trough dynamic workflows usage.
The most we like that is automated and no more manual work needed anymore which saves us a lot of time to focus on tasks with higher priority and urgency.
Avantages
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.
Inconvénients
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.
Alternatives envisagées
Zendesk SuitePourquoi passer à 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.- Secteur d'activité : Télécommunications
- 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 10.0 /10
Great User Experience
Publié le 20/10/2021
Great graphic user interface, with awesome user experience
Avantages
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 .
Inconvénients
The chat console is not really in use, still struggles with the chat session from the administrative point of view
Alternatives envisagées
FreshdeskPourquoi passer à SysAid
First Pricing, with UX and smooth navigation for user and admin- Secteur d'activité : Logiciels
- Taille de l'entreprise : 2–10 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
Nice tool to manage IT Recourses
Publié le 13/06/2020
Is good, actually, I don't conceive to manage IT ticketing outside SysAid.
At first you have to be familiar with some administrative options, but in couple of hours you would be ready to go.
Avantages
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
Inconvénients
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.
Alternatives envisagées
JIRA Service ManagementPourquoi passer à SysAid
Cloud option available, and very strong name in the market. It is a ready to go service.- Secteur d'activité : Cabinet d'avocats
- Taille de l'entreprise : 51–200 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 great product.
Publié le 21/01/2021
Great
Avantages
The constant improvements and how they take in suggestion from the users.
Inconvénients
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.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 2–10 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 8.0 /10
Very good ITSM tool
Publié le 23/04/2020
Very good experience since the first contact sales support and presentation, implementation support is great
Avantages
capabilities of the tools, Gui, look &feel, flexibility, configurable, CDMB
Inconvénients
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
Pourquoi passer à SysAid
more functionalities, more flexibility and integration capabilities
- Secteur d'activité : Eau/gaz/électricité
- 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
SysAid is a great product that could be a fantastic product
Publié le 31/10/2017
We were able to get a comprehensive product that gave us the biggest bang for our buck compared to any other product. Overall we are very happy with it. Support, not so much. There are lots of things we would change, or focus on changing for sure.
Avantages
We like SysAid because of it's flexibility in design. We are easily able to create new forms and templates for different kinds of tickets and as such were able to roll out SysAid to our entire company and it is now utilized by every department in our company. We love the workflow features and that we are able to incorporate data from our active directory infrastructure to be able to identify end users and their departments or managers. We are very happy with our ability to modify and maintain escalation rules. Because the system is operating on Microsoft SQL Server we have been able to very successfully use SQL Reporting Services to generate very robust reports to provide our management teams with metric data that was previously unavailable.
Inconvénients
Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we don't want them all to have the power to change our system configuration. So it lacks foresight that a feature like that would require the keys to the house to be able to use. The same thing goes for designing templates. There is a security role to be able to modify and design templates, but you cannot create custom fields and new lists with that role, so users cannot complete the designing of their forms without having been given the SysAid Admin role which is more power than we want them to have over the system. This leads to unforeseen problems where departments admins start making changes to the system without knowing that the change does not only affect them or their department. Canned reporting is not great. Even the custom reporting feature is not good.
- Secteur d'activité : Services financiers
- Taille de l'entreprise : 51–200 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 Review by Sanja Campbell of Jamaica Stock Exchange
Publié le 03/09/2020
Overall it has been great. Our admins have greater visibility of the tickets submitted. our end users love the product as well.
Avantages
tracking of tickets and issues are simple.
centralized hub. I can send messages and update my tickets from one location
I like the live chat feature as well
the auto notifications make my life easier as well
Inconvénients
I cant think of an element i do not like.
Pourquoi passer à SysAid
cost was competitive features provided were superior in comparison to the competition- Secteur d'activité : Banque
- 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 10.0 /10
Best Helpdesk Ever
Publié le 22/10/2020
I work whit this platform onPremise, for a years, and I find verry suitable for our organization
Avantages
Clean, fast, flat, elegible, support works fine and fast
Inconvénients
Some limitations on customize somes reports
Alternatives envisagées
ManageEngine ServiceDesk PlusPourquoi choisir SysAid
We found that SysAid fullfill our needsPourquoi passer à SysAid
price, simplicity, efficiency, easy managment- 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
Reasonably priced and fully featured
Publié le 30/06/2022
Avantages
SysAid offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased.
Inconvénients
Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.
- Secteur d'activité : Construction
- 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 10.0 /10
SysAid
Publié le 30/08/2019
We are using SysAid to manage our day to day incidents and requests. Along with that we have de-commisioned solar winds and intune and only use SysAId as our Asset management.
Avantages
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.
Inconvénients
I have not come across any cons until now.
Alternatives envisagées
SolarWinds Service DeskPourquoi choisir SysAid
Limited functionality.Logiciel antérieur
SolarWinds Service Desk- Secteur d'activité : Hôpitaux et soins de santé
- 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 10.0 /10
SysAid Helpdesk
Publié le 08/04/2019
Excellent! We have used it for many years. Our users like our seasonal theme on the home page. A really nice feature is the ability to keep track of instructions on procedures and how-to articles. We used to keep electronic documents for all that and still have some but having most of them in one place all categorized has made it much easier to find the one we need.
Avantages
How flawless it works all the time. Even when we make user errors, the program never crashes. We have experienced a problem a few times over the years. Support is very fast and provides correct fixes right away. We have the ability to make changes in all the screens we use, to customize them for what we want and somewhat how they look. It's very fast. When a user enters a case, we see it immediately. There are far more features that we don't even use.
Inconvénients
It's difficult to find locations for all the areas that can be customized. The whole user interface from the administrator's side could be improved by making it more friendly in finding my way around. The appearances for the whole thing could be polished up with better graphics.
- Secteur d'activité : Gestion de l'enseignement
- 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 8.0 /10
An invaluable tool for the management of IT Support
Publié le 08/06/2020
The remote control feature as assisted us a lot in the current Covdi-19 lockdown and Sysaid as still allowed us to provide the end users with IT support while still working from home.
Avantages
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.
Inconvénients
customising some areas can be a little complex, I'm sure will get easier with more use.
- Secteur d'activité : Gestion de l'enseignement
- 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
Affordable IT management tool for education users
Publié le 17/11/2022
SysAid helps us deliver a support service with ease. The self-service portal really helps provide a central support hub where our end users can request further support or a variety of self-support material which we've pre-populated. Our overall experience both with the software itself and the support from SysAid has been brilliant.
Avantages
SysAid is so easy to setup and, right out of the box, guides you through an easy installation process (we use the on-prem version) Our end users interact positively with a well designed web GUI and local system agent. The green desktop icon is our 'go to' for support and certainly plays a big part in our support service offering.
Inconvénients
Minor things really, we've used this software for a while now and grown as a support service with it. With regard to upgrade paths, we'd like to see a single 'rollup' upgrade rather than incremental patches as this would help to reduce our downtime. Some further customizations (branding) to the GUI would also be great, different themes for instance.
- Secteur d'activité : Santé, bien-être et fitness
- 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
Great product, wish we had the full version
Publié le 30/07/2020
We have had great success with Sysaid and truly rely on it everyday. We have improved several internal business processes for IT and Facilities by leveraging Sysaid and have greatly improved internal communications. We are interested in possibly upgrading to the full version in hopes of creating more automated processes, improving change management and implementing more project management techniques because of the benefits we have derived from the existing implementation.
Avantages
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.
Inconvénients
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.
- Secteur d'activité : Services et technologies de l'information
- 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 9.0 /10
Great value for robust Help Desk software
Publié le 07/05/2019
Prior software (SchoolDude) was not made for IT Help Desk and was not user-friendly for any users. SysAid was about the same price and is IT-specific tool. Easy implementation and on-boarding of new product was nice.
Avantages
Ease of implementation and ease of use for our End Users. LDAP integration was a plus; and reporting features are robust.
Inconvénients
Occasional issues with the hosted environment and not always the clearest communication regarding causes of downtime or ETA to be up.
Pourquoi passer à SysAid
Primarily cost and ease of implementation.- Secteur d'activité : Automobile
- 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 3.0 /10
not satisfied
Publié le 31/10/2017
The toll to manage requests, incidents, changes, and assets. But we want to have more freqvent technology feature updates.
Avantages
Ease for translate to diferent language. Sory but that is only thing which come to my mind for the pros.
Inconvénients
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.
Réponse de SysAid Technologies Traduire en Français
Hi Ivan, your feedback is truly appreciated, thank you for sharing it.
Currently we're in the middle of rolling out our completely new user interface, based on HTML5 and it includes drag & drop file capabilities and so much more. We first released it in our new reporting module that was upgraded last year, and recently in our newly launched Self-Service Portal. At the moment, we're also working on a new interface for the Admin side of things as well as investing in new technologies and implementing them within the product, as part of our roadmap. We hope you'll continue to provide us with your feedback as we continue to improve our interface
- Secteur d'activité : Biens de consommation
- Taille de l'entreprise : 51–200 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
sysaid is een goede helpdesk programma
Publié le 21/06/2022
good program
Avantages
ticket mangement when there is a new ticket its by not assigend and thats the first thing you see when you start up sysaid. asset list is very easy to use.
Inconvénients
its hard to find old tickets back cuase when i need to search what has done to that one thing the ticket has already been closed and i don't know the number of the ticket
Alternatives envisagées
TOPdeskPourquoi passer à SysAid
teh interface looks better to me- 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 10.0 /10
SysAid ITSM Application Review
Publié le 22/09/2022
It has so far be a a good tool. Hoping for more exciting dashboards
Avantages
I like the fact that you can track history on the tickets logged by users. As a customer experience analyst am able to put myself in the place of the customer and be able to push for faster resolution from the resolver.
Inconvénients
The tool cannot give me a trend analysis of same issues logged by the many users.
- 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 Tool Review
Publié le 22/09/2022
SysAid ITSM has made it easier to track and recall approved changes. It has made audit easier as we can spool report for only major changes.
Avantages
The product is easy to use and can create workflows to accommodate the type of changes in ITIL.
Inconvénients
The product does not have the capability to notify Configuration Item owners of approved changes
- Secteur d'activité : Textile
- Taille de l'entreprise : 5 001–10 000 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 8.0 /10
Sysaid es Excelente
Publié le 03/07/2019
all the in
The problems that are being solved with sysaid and its platform is to keep track of incidents and thus we can realize that we are failing and better our support servicecidences of my company
Avantages
Hi, what I like the most about sysaid is its easy operation for users when lifting a ticket and thus solving their problem immediately, on the other hand we can take a very well organized inventory of computer accounts and the best is not as expensive as other systems from itil
Inconvénients
what I dislike about sysaid is that their technical support is too bad and there is not so much information on the web,
since we recently had a migration from their system to another server and they could not help us, they took too long to contact us and when they were migrated their system was when they contacted us
- 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 10.0 /10
Personal opinion
Publié le 12/09/2020
I do not remember have problems with this tool is very stable.
Avantages
It´s the most tool easy to deplo and use for final users. Completed with other moduls tolls like CMDB inventory, etc.
Inconvénients
For me is the rigth toll we have to use It´s complete and easy to use.