Likelihood to Recommend SysAid has been great in our management of handling tickets within our Helpdesk but has also allowed us to include other departments. Having work flows has helped us with onboarding and setting up approval process for phones and computers, along with auto prompting end user with additional required info for requests and incidents minimizing the back and forth communication for basic info.
Read full review It is very easy to use if the remote device is already set up to receive connections, so if you are setting up devices before deploying them, it is a great tool to have. It is well-suited to use when shadowing users or using it as a teaching tool. There are other products that are better if you are trying to help someone on a one-use basis.
Read full review Pros 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. Read full review VNC Connect does an excellent job in remotely connecting to a computer through either your local area network or even another computer on the internet. As long as the VNC Connect services is installed and the client is running in the background. VNC Connect provides password protection to prevent unauthorized users from attempting to remotely access your computer. There's an option to have a separate password to remotely view vs view & access a computer. You can even add an additional level of security by turning on the feature to require Windows login credentials. VNC Connect provides an additional set of controls after a remote connection has been established with another computer. You can have special keystrokes like Ctrl+Alt+Del sent as a command sequence to the other computer as well as access more than a single screen when in use at the remote computer location. Read full review Cons There are still issues with how well the cloud version of SysAid performs. It can be slow at times. It can be offline every so often (very rarely). There is a lot to learn with this solution so reaching out to their Support is crucial. Cost. This is not the cheapest solution and cost is not an issue for us, but it might be for some companies. I think it is very reasonably priced and you get what you pay for. Read full review Its a pretty straight forward product - I would like to see more tools with a "wow" factor. Panel colors are blah - I would like more eye-catching colors. A more consistent look with all platforms - like Mac & PC. Read full review Likelihood to Renew Having personally used SysAid for the past 10 years or so, when it was still in its infancy, the trajectory of its improvement and the pricing, there is no doubt that it will be soon an overall market leader, because whilst there other services with options that SysAid doesn't have or haven't mastered, they come at [an] eye-watering price, and in my comparison, for up to 300% more.
Read full review VNC is a solid product for the price. It simply works and its reliable across different platforms. Some products state they work well in the Mac environment but don't deliver. This one does what it says. Connections are reliable, but of course, this depends on internet connections. The product works well over wireless connections as well. It delivers on what a remote tool should deliver on. My technicians are happy with the product and customers appreciate the ease of use when letting us connect to their systems. Some also appreciate the remote support while they are multi-task.
Read full review Usability SysAid is easy to use and configure. There are some technical components to the configuration, but their implementation of the SysAid system allows for easy self-service. There was only one time that SysAid could not provide a solution to my direct need. We quickly found a workaround. The issue was integration with Microsoft Office 365 when it was first released. The connection between SysAid and Outlook was problematic. It was not long before SysAid had resolved the issue and provided that integration.
Read full review VNC Connect is a solid product and our techs are very confident that they can get the job done using it. Reliability is key for us since we have a small support team and many users to support. It also helps keep us in the background more allowing the end-users to multi-task. VNC supports our goal of providing quick and efficient services.
Read full review Reliability and Availability Ha habido pocas veces que no ha estado disponible pero siempre avisan con antelación cuando el servicio no estará activo por una situación controlada
Read full review Performance No, In my company it is integrated with the Control-M and when ever we receive any incident of the control M console, we receive a ticket at the same time on SysAid
Read full review Support Rating I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.
Read full review VNC Connect is a reliable product that has been around for a long time. It is reasonably priced and works well in the Mac & PC environment. When you have a small team that supports many users we need tools that we can rely upon and that will get the job done on the first try. Many customers appreciate the quick assistance and can multi-task while our team works on their computer issues remotely. From a customer service point of view, this tool gives us transparency and efficient effectiveness.
Read full review In-Person Training 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.
Read full review Online Training Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.
Read full review The training is very informative, quick and to the point. All of the details one would need are present so the user doesn't have to go searching for additional information just to use the application. The layout of the training was also neat and concise, some of the other training sessions for other companies I've done in the past were confusing and not well thought out, this one is much more superior
Read full review Implementation Rating In the initial stage we implement separate SysAid servers for head and branch offices. When we managed to link up our offices via point to point VPN, we manage to console them into one server. All the assets and devices on branch office were divert back to the server in head office
Read full review No problem at all, love the product.
Read full review Alternatives Considered ServiceNow is lightyears ahead of SysAid. They efficiently use workflows to get everything set up in the system. One prime example is the onboarding and offboarding of employees. You can set up individual approval tasks to add/remove employees from systems. These tasks will not be assigned until a system owner approves them. This dramatically increases the speed of getting tasks completed. This also allows us to track system access for audit and SOX requirements. SysAid has none of this.
Read full review VNC is light and sleek with the quick setup, was impressed with the quick setup despite poor Internet connection outdoor.
TeamViewer is good, but the pricing is not as good as VNC. Both do the basic job, but VNC still outperform
TeamViewer in terms of performance and ease of use.
Read full review Contract Terms and Pricing Model 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.
Read full review Scalability 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
Read full review Professional Services Professional services is just that professional, i have had the opportunity to use this service on several occasions, a technical issue comes up, i made an appointment for one hour and i am contacted at the required time, the representative that hold of my system and goes through the problem while i look on so its also a learning process
Read full review Return on Investment 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. Read full review I have just used the software for about 1 month and so far so god. I am saving time whenever I can access my client's computers from my desk as opposed to having to leave my office to go to their offices. Saves me time and the client money. Read full review ScreenShots