SysAid

SysAid

Logiciel de support client et gestion IT

4.2/5 (136 avis)

SysAid - Présentation

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.

Prix

À partir de
3 000,00 $US/année
Types de licence
version d'essai gratuite
Gratuit
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Asie, Australie, Brésil, Canada, Chine et 5 autres, Europe, Allemagne, Inde, Japon, Amérique latine

Langues

chinois (simplifié), anglais, français, allemand, hébreu et 5 autres, italien, japonais, portugais, russe, espagnol

SysAid - Avis

Note globale
4.2/5
84% d'avis positifs
66
Excellent
48
Très bien
13
Moyen
7
Médiocre
2
Horrible
Chris W.
Traduire avec Google Translate

SysAid is a great product that could be a fantastic product

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 31/10/2017
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Jon S.
Traduire avec Google Translate

Exceptional Customer Support & Powerful Service Desk

Publié le 27/01/2016
Provenance de l'avis : Capterra

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.

Réponse de SysAid Technologies

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.

Note détaillée

Simplicité d'utilisation
Support client

Frank V.
Traduire avec Google Translate

SysAid Helpdesk

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 08/04/2019
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Maximilian H.
Traduire avec Google Translate

Takes a bit to get used to, but really powerful after that

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 16/04/2019
Provenance de l'avis : Capterra

We needed something to track our issues and requests and since I've used SysAid for 3 years before and only had good experience with it we decided to go with it.

Avantages

- 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.

Inconvénients

- 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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Matteo T.
Traduire avec Google Translate

Full featured Helpdesk Software with outstanding user support

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 24/04/2019
Provenance de l'avis : Capterra

We finally are catching the sense of what is going on in our department (tickets, requests, problems), manage our knowledge base, and have some automatic rules to reply and close unanswered tickets. Also reports are a valid asset.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10

SysAid - Prix

À partir de
3 000,00 $US/année
Types de licence
version d'essai gratuite
Gratuit
Abonnement
Rapport qualité-prix

Contactez SysAid pour plus de renseignement concernant les tarifs.

SysAid - Fonctionnalités

  • API
  • Base de connaissances
  • Chat
  • Enquêtes et feedback
  • Gestion des billets
  • Gestion des flux de travail
  • Hiérarchisation
  • Intégration de tiers
  • Intégration des e-mails
  • Messagerie instantanée
  • Monitoring
  • Notifications automatiques
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Tableau de bord d'activités

  • Communication multicanal
  • Historique des contacts
  • Intégration CRM
  • Intégration des médias sociaux
  • Surveillance en temps réel

Plus d'informations sur SysAid

SysAid - Principales fonctionnalités

Avantages

  • Mobilité : SysAid propose une application mobile pour smartphone et tablette, compatible avec iOS et Android

  • SLA (Service Level Agreement) : SysAid permet la création de "contrat de niveau de service", il garantit le niveau de service et de support fourni aux clients.

  • Chat : SysAid propose une fonctionnalité chat afin de communiquer directement et en temps réel avec l'utilisateur final.

  • Ticketing : SysAid met à disposition un outil de gestion de tickets. Le support client est ainsi optimisé, aucun ticket n'est laissé de côté.

  • SysAid - FAQ

    Voici quelques-unes des questions fréquentes sur SysAid.

    Q. Quels sont les types de licence disponibles pour SysAid ?

    Types de licences disponibles pour SysAid :

    À partir de: 3 000,00 $US/année

    Type de licence: Gratuit, Abonnement

    version d'essai gratuite: Disponible

    Contactez SysAid pour plus de renseignement concernant les tarifs.

    Q. Quelles sont les principales fonctionnalités du logiciel SysAid ?

    Nous n'avons pas d'informations sur les fonctionnalités de SysAid.

    Q. Qui utilise SysAid ?

    Utilisateurs habituels du logiciel SysAid :

    Grandes entreprises, Entreprises de taille moyenne, PME

    Q. Dans quelles langues SysAid est-il disponible ?

    Langues dans lesquelles SysAid est disponible :

    chinois (simplifié), anglais, français, allemand, hébreu, italien, japonais, portugais, russe, espagnol

    Q. Quels sont les types de licence disponibles pour SysAid ?

    Types de licences disponibles pour SysAid:

    Gratuit, Abonnement

    Q. SysAid prend-il en charge les appareils mobiles ?

    Appareils pris en charge par SysAid :

    Android, iPhone, iPad

    Q. Avec quelles applications SysAid peut-il s'intégrer ?

    Applications s'intégrant à SysAid :

    BeyondTrust, Ekran System, G Suite, Help Desk Migration, JIRA Software, Nagios XI, Office 365, OneLogin, Sage 50cloud, Trello

    Q. Quelles sont les ressources d'aide disponibles pour SysAid ?

    Ressources d'aide disponibles pour SysAid :

    FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo