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 a product that is very small footprint that allows remote control.Can be used very efficiently and effectively in a small environment. That would be up to 50 computers. You can use this in a larger environment but it would require multiple techs to cover. Currently I am the only helpdesk tech in my company.
Logan Poe Network and Computer Support Specialist
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 Wayk Now has 3 authentication methods to use when connecting in to a remote Wayk Now instance - Secure Remote Password (the app password), Secure Remote Delegation (the OS credentials which is used to gain elevated rights should they be required) and finally Prompt for Permission which is very handy if your client isn't IT literate so they just get a prompt to click on to authenticate with the app that way. From what I've seen in other remote assist apps, this is fairly unique. Another new feature that I think gives Wayk a slight edge over the competition is a new graphics codec for the video feed from the client app called GFWX. Again its certainly a unique take on this problem of streaming the video to the client ends app. Basically it means that the image quality is a lot better for a lot less bandwidth because of the codec's compression. The last point that Wayk Now does well is its integration with the other Devolutions products such as Remote Desktop Manager in which you can create Wayk Now session entries so that you can build up a DB of your clients/your own unattended Wayk Now instances that you can open from within RDM. 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 Requires an agent install on the remote computer (or a full Wayk install). Would like to see a tool that allowed someone to connect to my WAYK invite, and use the services remotely so that it is a true no-touch on the remote server. Limited feature set (by design, but if you are looking for a full featured remote support product, this probably isn't it). Of course since this is by design it could be considered a pro. 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 Considering that Wayk Now comes in a free edition that can be used commercially, even if I wasn't to renew Wayk Now for whatever reason, I would still use it, but I do actually require the unattended access feature which is available for free now with the new free business licence.
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 I feel Wayk Now is very useable as it's still a very simple concept packaged basically the same way that the competition does with their remote assist type apps
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 My experience with their support is for a related product, not Wayk Now; however Devolutions support has always been superior to most regardless of the product being used. I left it at a 9 instead of a 10 simply because I haven't used it, but I would expect nothing less than a 10 from my experiences with
RDM - both free and paid versions.
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 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 Alternatives Considered SysAid, compared to other helpdesk software, was reasonably cost-effective; they provided seamless integrations and were willing to redesign the software to meet our needs. One of their current features that is winning with my organization is the SysAid bot. This is a great idea, and we hope that in the future, we will be able to customize this to our organization's needs.
Read full review I think they're great tools also. But.
Skype for Business , it's only for 365 users or, with external users, be prepared to download a nice 50Mb PLUGIN.... And
TeamViewer , I think it's great, but lots of companies around the world block it thinking it's a malware, more than a support tool.
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 There is a no-cost version of the tool which has an immediate positive Return on Investment as it allows remote support users to efficiently assist users Read full review ScreenShots Wayk Bastion (Discontinued) Screenshots