SysAid est un logiciel de gestion de service client et support IT orienté ITIL. L'application se décline en deux versions : SysAid Help Desk, SysAid ITSM
La version SysAid Help Desk permet une gestion facile et efficace du support IT grâce à un outils performant de gestion des tickets. Le logiciel inclut également des fonctions telles que : la gestion des actifs IT, un libre-service, gestion des appareils mobiles, un chat, une application mobile, un outil benchmark...
La version SysAid ITSM inclut toutes les fonctionnalités de la version helpdesk plus des outils IT clés tels que l'aide à la gestion des problèmes, du changement des incidents et des requêtes.
Entièrement personnalisable selon les besoins de l'utilisateur, SysAid permet également l'intégration d'applications tierces et l'automatisation de nombreuses fonctions.
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.
First off let me start off with saying that we've have had our issues with SysAid over the years but SysAid has improved leaps and bounds since we decided to go with them and I'm glad we stuck with them despite the issues.
We first rolled SysAid out locally and have since migrated to their cloud edition. We utilize almost all of the features offered by SysAid.
****LIKES MOST****
-Features: Incredibly powerful and feature rich service desk. If locally hosted you can control virtually every aspect of the service desk and customize it to your liking. -Customer Support: Amazing customer support and online community. You can tell the team behind SysAid is passionate about their product. -Price: Comparatively speaking SysAid is equal or lower in annual cost to operate (we use the Cloud edition). -Reporting: MUCH improved reporting. -Asset Management: Possibly my favorite feature. SysAid will scan my network and add assets to my service desk. SysAid will alert me when certain events occur with the asset and keep my assets up-to-date.
****LIKES LEAST****
- Lack of integration with third party applications however SysAid is currently working on this. - Ease of use: SysAid is packed full of functionality and it can be a little intimidating or difficult to get setup however the online help and online community make things a much easier. - Lack of high-level, customizable dashboards which are common with other service desks. - Lack of email response integration which is common with other service desks. SysAid does integrate with email servers however for email responses to link to the ticket the message must be generated using the messaging system within the service desk. Communication with the end user via an email client will not tie back to the service desk ticket.
Hi Jon,
Thank you for your honest feedback- it's extremely valuable to us. I know that your account manager has since been in touch with you to ensure that you're familiar with all of SysAid's customization options in the cloud- which are identical to those offered in the locally-hosted (on-premise) solution.
You mentioned that you could benefit from a high-level dashboard, so I'm hoping that you've now had a chance to check out SysAid's new BI Analytics module- just released in January 2016. This is an out-of-the-box BI tool powered by Qlik and now built in to SysAid, that will save our customers enormous time and resources on obtaining critical data. Thank you again for all of your comments!
Kim.
Avantages
I loved this software, once you got beyond the intial setup, it made ticket creations, assignment, and conclusion very easy.
Clients loved being able to create tickets for issues rather than having to pick up a phone, text, or send an e-mail in hopes someone responds. Now they can quickly check the status of a ticket, add notes/screenshots, see response times, and know when work has been completed.
Customer support was very helpful, even on the free version to any questions I had.
Inconvénients
Setup. Oh boy setup. This software requires a few hours of initial setup time, web server configuration, and an idea of how you want your workflow to happen.
You'll need to provide clients with a small tutorial on how to use it, but once you get over that hurdle it's easy going.
We use it daily for our ticketing system and it is our asset management system. It performs these two functions very well.
Avantages
It was simple to get the cloud version up and running. We had a bit of a learning curve keeping responses to emails from creating duplicate tickets. Pushing out the agents to our desktops for asset management was very simple and is very useful. I used it frequently to ensure software compliance.
Inconvénients
There are many add-on modules but compared to the cost of this system, they are rather pricey. The remote control feature built into SysAid if frustratingly slow and cumbersome. SysAid just released an add-on for TeamViewer that looks very promising but it costs for one simultaneous usage. I have rarely used tech support but when I did, it was always a call back.
A help desk solution in which none was being used by the companies I worked in.
Avantages
The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.
Inconvénients
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.
Contactez SysAid pour plus de renseignement concernant les tarifs.
Voici quelques-unes des questions fréquentes sur SysAid.
Types de licences disponibles pour SysAid :
À partir de: $3000/année
Type de licence: Gratuit, Abonnement
version d'essai gratuite: Disponible
Contactez SysAid pour plus de renseignement concernant les tarifs.
Nous n'avons pas d'informations sur les fonctionnalités de SysAid.
Utilisateurs habituels du logiciel SysAid :
Grandes entreprises, Entreprises de taille moyenne, PME
Langues dans lesquelles SysAid est disponible :
chinois (simplifié), anglais, français, allemand, hébreu, italien, japonais, portugais, russe, espagnol
Types de licences disponibles pour SysAid:
Gratuit, Abonnement
Appareils pris en charge par SysAid :
Android, iPhone, iPad
Applications s'intégrant à SysAid :
BeyondTrust, G Suite, Help Desk Migration, JIRA Software, Microsoft Office 365, Nagios XI, OneLogin, Sage 50cloud, TeamViewer, Trello
Ressources d'aide disponibles pour SysAid :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo
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.