Remote Desktop Manager vs. SysAid

If you have lots of servers to manage, lots of credentials, different protocols, documents, other files, and need a single tool to manage it, this is the tool. Active Directory integrated, user and groups permissions, audit everything, keep data in encrypted files or in a database, customize everything, even the installer,

The system is really good at helping manage first-line requests and incidents. There are workflows that can be set up on templates to give direction to the team and help ensure that all the correct procedures are followed. There are some limitations with the system when it comes to Problem and Change management, as it is very ingrained with the normal ticket system. This can lead to a "clunky" change management process.

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• Customer service delivery, whereby you can connect to clients to assist and resolve an incident.
• Working from home logging onto office based machine.
• It helps to attend to a problem more quickly, thereby saving the cost of relocation and commuting to distant places.
• Speed and cost elements are critical here.

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• Help Desk Ticketing works well and integrates easily with e-mail. IT staff is immediately notified when a new ticket is created.
• Device management and inventory is easily tracked within SysAid. A full report is easily generated for a device detailing hardware and software specifics.
• SysAid Copilot AI is phenomenal. It has been designed with the end user in mind. The user can speak to the prompt in natural language and expect a custom response according to their incident or service needs.

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• Occasionally there is a UI bug where the sidebar goes missing and you have to delete some files in %localappdata% to bring it back
• Would be great if it could also connect to serverless SQL instances like Azure SQL
• If computer sleeps and wakes with Remote Desktop Manager open it will comtimes ask you to re-login for no reason - as when you close and reopen Remote Desktop Manager it works

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• The Help tool could use some refining. Particularly indicating the order in which steps must be done. A clear example is the creation of customized fields or lists.
• Formatting of the ticket. There is no possibility to create dynamic tables, use more than one column. I would want to have more flexibility without having to pay for Professional Services

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I've been using RDM for about 10 years now. I started with the free version, which I used for a few years, and eventually switched to the Enterprise version. I can never go back now! I use this tool for everything and cannot see doing my job without it! Whenever we have someone new come in or bring in a vendor/contractor, they always ask me what RDP tool I'm using. Once I explain about it's features and all, they're usually instantly sold on it. :)

Here’s your text in natural, professional English:Currently, we are continuously improving our internal AI chatbot within SysAid by feeding our datapool on a daily basis. This is making a real impact on our IT team, as the knowledge base keeps growing and allows us to resolve common incidents and service requests much faster.In addition to that, SysAid helps us manage software licenses and gives us clear visibility of our actual annual costs, which is very useful for tracking upcoming renewals.On the other hand, we would like to see improvements in the reporting area. The interface there feels more basic compared to the rest of the platform and doesn’t offer the same level of depth as other sections.That said, we are really looking forward to seeing how the new Connect module evolves.

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Due to the way our business works, the use of Remote Desktop Manager is limited to the IT staff. For that reason have given it a rating of 8, but only a limited number of employees benefit from this solution as the bulk of our consultants that support customers can not benefit from this solution due to security mandated separation between internal and external systems

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Whilst it delivers on most of the features it comes with, I feel Change Management needs a complete re-do as it is really complicated, and think it should be made to be straightforward. For the free services of their Market Place, they should develop a platform where one can just browse for the script (downloaded) and apply the patch, without having to go into various places in code to activate the service. or at least, build the integrations into the system and have [a] section under settings, or even straight from the Market Place, where one can just enable the service, and if required, be prompted to input additional information, including credentials.

Another of the benefits of sysaid is that it is highly available when working in on-premise environments.The only times the system is down is when a restart of the services is required to add a new feature. Apart from that, we have not had any problems.In the case of the cloud, the only condition I have seen where sysaid is not available is because the internet link is down or damaged.

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In the case of system performance, I have seen that no matter the number of assets and users, Sysaid responds in the same way and at the same speed. The reports that are scheduled do not have any details because they arrive directly to your email. In the same way, when it is integrated with other systems, for example through the API or by email, we have not seen any failure due to the integration. It works very well with or without integrations.

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I've never had to use support as I've never had an issue. That said, you can open a support ticket right from the UI. The user forums are active, and there are thousands of threads covering many topics. Very easy to get support if needed. This is an easy ten.

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SysAid support is fast and effective. They support their own product, so they know it well. I can expect a response to my request in less than 24 hours and often in less than an hour. Their sales, customer support, and technical support staff are experts in the area of the support request ticket, so we seldom are transferred to another support agent. Their system is well designed and one of the best of all the applications we use.

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My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.

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The training I received was very good, they gave me tasks to carry out and then they checked what I had done.It was gratifying that the instructor noticed that I had made very fast progress because I had done the implementation myself and it was very fast. At least I remember that after 5 days I had already finished almost 90% of all the implementation tasks.

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The implementation was completely successful. We had no issues!

It is recommended that it be synchronized with the active directory for a better experience, also using the network scanning tools are very useful both to maintain your hardware and software inventory. See all the documentation found on the portal where they suggest good practices for the use of SysAid and exploit it from the first time

VisionApp is not in the list. This is the application we used before we got introduced to RDM. VisionApp was great but it did not have the same features as RDM did. Perhaps VisionApp has had some updates but we haven't found any reason to switch applications again

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SysAid is very cost-effective and flexible and integrates ITSM and asset management tools in one platform, reducing the need for separate tools. They have an intuitive interface that ensures a smooth user experience, reducing the learning curve for IT teams. SysAid offers easy-to-set-up integrations and automation to streamline workflows and reduce manual tasks.

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When we purchase it, the plans were different and mainly we acquired lifetime licenses. in the past year, we migrated to the cloud version. In both cases, the pricing structure was accurate, although they could provide some extra flexibility to pay for exactly what we need in the business.

Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también

We have used SysAid since 2008. Through out these years, we find that SysAid support is very helpful and professional. The respond that we get is very fast and they will help us until we have solved our problem that we reported to them. So far, we are very happy with SysAid support.

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• A common place for storage for all users. Instead of employees using multiple different password management systems, they all use Remote Desktop Manager to store them now.
• We don't have to buy licenses from multiple vendors when everyone uses Remote Desktop Manager.

• Our resolution time has increased a lot compared to not using a ticketing system.
• We have reduced communication load significantly for our helpdesk admins.
• The knowledgebase is rough, but still allows us to preserve and share our collective experience and expertise.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info