ServiceNow Customer Service Management vs. SysAid

It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.

SysAid just works. For the number of built in features, it is relatively easy to use and get started with. Getting started with SysAid is hassle free as well. Once setting up the RDS on prem, rolling out to all of the machines is a breeze. The cloud service takes over from there. Device scans will immediately begin sending data to SysAid cloud that provides hardware and software information.

Incentivized

• Allows for clear communication between help desk and end users.
• Provides a clean inventory option for both hardware items and software licenses.
• Navigation is very intuitive and user friendly.
• Many reporting features for all levels of the company.

Incentivized

• Email integration. End-users can interact with the ticketing system exclusively through email, and admins can message exclusively within a ticket. All communications are linked directly to user accounts including SysAid admin accounts.
• Ticket management is very customizable. You can add categories, statuses, action and communication automation, ticket sorting, and much more.
• knowledge base links directly to tickets, so repeat issues are easy to solve.

Incentivized

• Adding in additional chat features would be nice
• Viewing where you stand in priority
• Having a way to automate more of the processes

Incentivized

• 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

Incentivized

This rating reflects our overall satisfaction with the platform’s performance, reliability, and flexibility in meeting our IT service management needs. SysAid has streamlined our ticketing processes, enhanced asset management, and improved operational efficiency through automation and reporting. The system’s adaptability across multiple departments has added significant value beyond IT. An excellent service tool.

Incentivized

ServiceNow Customer Service Management tool gives a clear visibility on the KPI's and trends of issues being raised by customers. Proper and timely updates are received at both agents and customers end. Also, communication between the two has become more efficient. As they tool supports customisation, which has improved the overall process and growth.

Incentivized

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.

Incentivized

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.

Incentivized

Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

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

Atlassian Jira was not a cost effective solution for us, and it lacks couple of feaures as well. Zoho Desk however was fulfilling our requirements but Zoho's support systems were not up to our expectations. The support team's response was delayed and resolutions were not satisfactory. Also, to use the product to it's full efficiency, it requires us to purchase add-ons.

Incentivized

There are many items offered on the other platforms that SysAid does not have. However, for a smaller or medium-sized business that needs a simple and easy way to get tickets flowing and allow users to help themselves, this is an excellent way to start.

Incentivized

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.

Incentivized

• The negative impact for my team is the delay in team completing tickets but not a system issue.
• A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
• Negative impact is that there is no user job aid or helpful tools for new users.

Incentivized

• How easy it is to configure the app to our existing ITIL process. The ability to pick what services we would like to have as well as the ability to integrate using API as well as the marketplace.
• Intuitive interface. Integration to Outlook. Easy reporting.
• It has a very user-friendly interface and effective management capabilities.

Incentivized