SysAid

SysAid

Logiciel de support client et gestion IT

4.4/5 (186 avis)

SysAid - Présentation

Description du logiciel SysAid

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.

SysAid - Présentation

Prix

À partir de
3 000,00 $US/année

Types de licence

Essai gratuit
Gratuit
Abonnement
Rapport qualité-prix

Contactez SysAid pour plus de renseignement concernant les tarifs.


SysAid - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
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

Captures d'écran

Capture d'écran pour SysAid : SysAid Incident Management: Log, process, manage, and report on the issues that adversely affect your end users, as well as IT and business services.
Capture d'écran pour SysAid : SysAid Incident Management: Log, process, manage, and report on the issues that adversely affect your end users, as well as IT and business services. Capture d'écran pour SysAid : SysAid Reporting includes 70+ pre-built reports, plus you can easily create codeless, tailored reports using an intuitive, drag-and-drop UI. Capture d'écran pour SysAid : SysAid's Self-Service Portal has a responsive interface that allows your end users to submit tickets from their mobile devices. Capture d'écran pour SysAid : Just one click to implement SysAid’s built-in BI Analytics tool, offering you pre-defined KPIs for immediate use. Get a comprehensive overview of your team’s performance, and easily track your trends. Capture d'écran pour SysAid : Easily customize SysAid's Self-Service Portal theme with a few clicks.

SysAid - Avis

SysAid - Avis

Note globale
4.4
/
5 186 avis
Excellent
108

Très bien
54

Moyen
15

Médiocre
7

Mauvais
2

Rapport qualité-prix
4.4
Fonctionnalités
4.3
Simplicité d'utilisation
4.4
Support client
4.3
87% des utilisateurs recommandent cette application
Thomas B.

SysAid - Simple Solution, Big Outcome

The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.


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Chris W.

SysAid is a great product that could be a fantastic product

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.


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James W.

SysAid Review

We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.


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Edward P.

Great product for a great value.

Our incident response time has improved considerably. Before SysAid we did not have a service desk tool, so were report to us by phone or in the halls.


Traduire avec Google Translate
Jae N.

Behind the times.

A haphazard ticket system that sometimes works better then nothing at all.


Traduire avec Google Translate
Thomas B.
Secteur d'activité: Cabinet d'avocats
Taille de l'entreprise: 51-200 employés
Traduire avec Google Translate

SysAid - Simple Solution, Big Outcome

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 19/06/2019
Provenance de l'avis : Capterra

The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.

Avantages

I love the fact that SysAid is not a boring 'Out of the Box' 'This is what you get' experience.
SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.

Inconvénients

I dislike the fact that I had to learn 'very basic' HTML to implement notifications. This wasn't a great hinderance, but definitely something I disliked.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Chris W.
Secteur d'activité: Eau/gaz/électricité
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

James W.
Secteur d'activité: Enseignement supérieur
Taille de l'entreprise: 201-500 employés
Traduire avec Google Translate

SysAid Review

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 07/10/2019
Provenance de l'avis : Capterra

We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.

Avantages

Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.

Inconvénients

Workflow management is a little outdated and has a bit of a learning curve.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Edward P.
Secteur d'activité: Construction
Taille de l'entreprise: 1 001-5 000 employés
Traduire avec Google Translate

Great product for a great value.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 31/10/2019
Provenance de l'avis : Capterra

Our incident response time has improved considerably. Before SysAid we did not have a service desk tool, so were report to us by phone or in the halls.

Avantages

We have been using for 5+ years, the application is very user friendly which makes it easy for our staff to input service requests. It is reliable. The few times we have had any issues with the software in all the years the support has been very responsive. Reliable, reasonably priced and excellent customer service.

Inconvénients

The service catalog feature is not as Intuitive and complete as in other products that I had used.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Jae N.
Secteur d'activité: Transport routier/ferroviaire
Taille de l'entreprise: 51-200 employés
Traduire avec Google Translate

Behind the times.

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 25/09/2017
Provenance de l'avis : Capterra

A haphazard ticket system that sometimes works better then nothing at all.

Avantages

I like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true.

Inconvénients

Customer service is HORRID! To the point of complaints have to go to CEO of SysAid and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated.

Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO.

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Réponse de SysAid Technologies

Thank you for your honest feedback.
We understand that life is not always perfect, but we want to have open communication with our customers to keep improving.
Sometimes, our CEO jumps on welcome calls with clients, and personally introduces herself. You happened to be on such a call.
To answer your issues:
Mobile apps - We¿ve been working on new apps for the past few months and are currently releasing them to the App Stores. The iPhone app is available and adopted to iOS 11, and a new Android app is currently being uploaded.
Agents and asset management - We¿re working on a better user experience to deploy and manage agents and are constantly introducing updates.
Product interface - We just released a new user experience for end users in our Self-Service Portal and are currently upgrading the admin user interface. Take a look at the new Self-Service Portal, to view the new UI we¿re releasing.
Your account manager will contact you tomorrow to make sure your issues are addressed

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 2.0/10

Recommandation utilisateur
8.6/10
Basé sur 186 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

SysAid - Prix

SysAid - Prix

À partir de
3 000,00 $US/année
Essai gratuit
Gratuit
Abonnement
Rapport qualité-prix

Contactez SysAid pour plus de renseignement concernant les tarifs.

Contactez SysAid pour plus de renseignement concernant les tarifs.

Rapport qualité-prix
4.4/5
Basé sur 186 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

SysAid - Fonctionnalités

SysAid - Fonctionnalités

API
Chat
Communication multicanal
Enquêtes et feedback
Gestion de la base de connaissances
Gestion des flux de travail
Gestion des tickets de support
Historique des contacts
Intégration CRM
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Messagerie instantanée
Monitoring
Notifications automatiques
Portail libre-service
Rapports et statistiques
Stratégie de marque personnalisable
Surveillance en temps réel
Tableau de bord d'activités
Fonctionnalités
4.3/5
Basé sur 186 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Vidéos et tutoriels

Vidéos et tutoriels

Plus d'informations sur SysAid

Plus d'informations sur SysAid

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

    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

    Essai gratuit: 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, À but non lucratif

    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 :

    iPhone, iPad

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

    Applications s'intégrant à SysAid :

    Axonius, BeyondTrust, Ekran System, 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