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Filter 27 vetted SysAid reviews and ratings
Reviews (1-12 of 12)
November 12, 2019
Great bang for your buck!
SysAid is used in our organization as an IT service management and an asset manager. With SysAid, we are able to have a single point of entry for our IT tickets. The dispatcher can assign them and adjust the priority to the available technician. The asset manager makes it easy to track users' hardware.
- SysAid is quite easy to configure. Adding technician, creating new category or even adding a routing rule is easy and fast.
- SysAid is really cheap for the platform it gives. It has the best ratio of quality/price that I have found on the market.
- SysAid is also easy to install. We were able to implement it in-house.
- The client agent for the asset manager needs some help. We had a few issues with the OSX version.
- The search in SysAid is not fun to operate. We need to use our own search engine on top of SysAid to make it usable.
- The UI has an early 2000's look.
November 14, 2017
SysAid - You might not know you need it, but you do.
I began work in the IT Department at EPMG in 2008. We were a fledgling department without a suite of tools that are commonly used in IT. As our workload and influence grew, it became clear that we needed some method to track service requests from out users, as well as work performed inside the department. After some research a myriad of choices were presented. A number of them fell by wayside early because they were too expensive, too elaborate or too difficult to use. I identified SysAid as a product that could meet our needs at a low cost of entry, while still offering us the ability to make use of more advanced features in the future. We use it as the primary tool for creating and tracking help desk tickets for the entire company. We also use it as a tool to track internal IT projects. It has been extremely useful in keeping issues from falling through the cracks. And our users appreciate the ease with which they can create tickets and are secure in the knowledge that a response to their problem is forthcoming.
- Ease of entering tickets. The last thing a user having a problem wants is a problem reporting their difficulty to the IT Department. With SysAid, this is never aa issue.
- Ease of tracking tickets. Keeping from getting swamped by a wave of problem tickets and yet still making sure that every one of them is responded to promptly is critically important. SysAid's tracking and notification features make sure nothing every gets missed.
- KnowledgeBase. While we are still a small department, we deal with a wide array of problems. Knowledge transfer does not always occur as it should. SysAid allows each of us to add the relevant information the KnowledgeBase so it will be available to all.
- We don;t use many of the advanced features of SysAid (asset and patch management, benchmarks and analytics) because it appears the learning curve is quite high.
- The interface is pretty rustic. This does not affect the use of the product, but it could create a marketing problem when trying to gain new customers as they may be comparing it to something "prettier".
- At various times the SysAid server service shuts down. This is not a common occurrence, just often enough to be mildly annoying.
November 13, 2017
SysAid - powerful Help Desk software for sophisticated Help Desks
SysAid was acquired for use by our IT department primarily as a means to track trouble tickets (requests to the Help Desk) and change management functions for our applications programming team. We are expanding its use to allow all employees to enter help desk requests directly into the SysAid system, which should get problems under investigation sooner.
- Software can be configured in various ways based on many different data, making it very flexible and adaptable to a specific customer's requirements.
- Base product is very powerful and may not require purchase of additional modules.
- Technical support team is very knowledgeable and helpful.
- Documentation is online and accessible.
- The product is very large and complex. Expect a steep learning curve to get full benefits.
- Flexibility is both a strength and a weakness. Consider obtaining expert guidance (at a cost) to get system setup to your own needs more quickly.
- Time zone difference (USA vs Israel) has presented problems in communication in the past.
- Their reporting product is weak. The Excel files it can output are practically worthless. Plan on mining their database with your own tools for most useful reports.
November 15, 2017
A browser-based Helpdesk solution you really should look at
SysAid is used by our entire company to open/manage helpdesk tickets. We use the knowledgebase to document problems/solutions and IT uses it for project management. Using SysAid to manage our helpdesk has provided much better communications between IT and end users and improved time to close compared to what we were doing before.
- SysAid's customization has been very useful for us. The ability to add/modify fields and forms has permitted us to tweak it to do exactly what we want.
- Email integration has been an outstanding way for us to streamline ticket generation and routing. This means getting the ticket to the right team without manual assignment.
- Password Services gives our users the ability to unlock and reset AD passwords without IT assistance.
- Sometimes support has not met our expectations. Response time can be longer than we'd like. Also a particular bug that was causing us issues took much longer to resolve than we were led to believe.
April 01, 2016
It Just Works!!
We use SysAid as our department IT ticketing system. When we get a call or request we track it in Sysaid which allows us to run reports on our service.
- Keeps track of service
- Great for running reports
- We can customize SysAid to what we need
- The graphic interface needs updating.
September 25, 2015
Sysaid Provides an Effective Customer Services Tool
SysAid was being used in the following manner at my organization:
It was an incident management software that helped staff communicate through the logging, processing, managing and reporting of IT issues that impacted customers. Also, it helped the help desk staff, as well as other IT staff to meet ITIL standardized methods such as effectively meeting response times, analyzing issues and documenting solutions and issues as they fit into the company's environment. The software made communication of issues and solutions to the end user and business staff efficient. It was being used throughout the whole organization. It addressed all businesses that integrated technology in it.
- It effectively made it possible for our help desk staff to professionally communicate technological issues, needs and solutions to the business staff and end users.
- The SysAid incident management software made it possible to tailor the software to our company's needs and operational processes.
- It also made it very efficient for staff to find trending issues and develop plans to address them.
- One of the areas that can be improved is the Knowledge Management module, as far as making it more efficient to locate and search the knowledge base.
September 21, 2015
Sysaid, A Healthier, Stress Free Way to manage tickets
I used SysAid as a service desk analyst. The SysAid ticketing system was used by all departments to manage IT requests for the whole organization.
- As analyst were able to mitigate what IT departments handled certain requests, once these requests were assigned, SysAid was able to update progress as details were added. Emails were sent automatically to the requester who needed support. This left a good impression as it allowed the IT department to show end users how requests were being solved.
- The installation of SysAid on company laptops that allowed end users to submit request is very straight forward and the ease of access is perfect.
- Organizing requests on level of importance is another great feature.
- I don't see much in the area of improvement as the product is one of the best I've used. The user interface is simple and straight forward.
December 21, 2017
Sysaid - Service desk tool
Sysaid was used to track some of the desktop support as well as development issues that came up in the business. It was then assigned to the appropriate team, who would either log on another system for developers using agile methods.
We struggled to get Sysaid to integrate across our whole environment.
We struggled to get Sysaid to integrate across our whole environment.
- The workflow functionality works well to get approvals, or assigning to different teams.
- The tool is easy to use as a front end for users.
- Work allocation can be monitored closely, and give a holistic view in terms of issues hitting your service desk.
- Users struggle to select the correct categories for the faults they log.
- Incorrect categories mean incorrect team allocation, which mans breaches in SLA.
- Not easily scaled into the entire IT operations, especially the DEVOPS environments.
- Does not cater for Scrum methodologies.
March 29, 2016
A last minute work around the does the trick.
Sysaid is being used as a marketing request management work around in our organization. We took the IT ticketing software and now have our coworkers use it to fill out marketing requests as well as IT requests. For what it needs to be (submitting requests, giving it a number, informing department) it works well. However, as our department has evolved we've learned that it is very much lacking in functionality that can be found in other project management software, however we do not blame Sysaid as this was not its intended purpose.
- Allows users to submit specific requests(by department, by project, by production piece).
- Communicate to our department when new requests have come in or when changes have been made to requests.
- Export information.
- Allowing communication between users to happen within the software.
- More customizable and more easily customized forms.
- Actually having an export in a graphical layout that is targeted to end users rather than IT people.
March 22, 2016
Good but Glitchy
We used SysAid as an IT help desk solution. It helped us prioritize and show our bosses what we were working on. Too many people would just call us up and want us to drop everything and at the end of the day we had no evidence that we did anything. This provided it for us.
- It was a very good help desk solution!
- It routed the trouble tickets very nicely.
- It was easy for end users to use.
- They kept adding things and it decreased the functionality and quality of the product.
- The email feature kept going down on us.
- We could almost never remote into a system after the upgrade to 8.0.
October 27, 2015
Small Educational Institution's Overall View on SysAid
I used SysAid at a previous company for help desk ticketing and remote assistance support. It was used by our central IT department that supports the entire school. It addressed problems that didn't allow customers to submit help desk tickets for documentation purposes. Within the ticketing process, users had the option of submitting screenshots showing their issue(s). It also allowed the IT department to remote into customer's workstations to resolve issues remotely.
- SysAid provides an easy to use interface that allows customers to easily understand how to submit help desk tickets.
- SysAid allows the user to insert screenshots directly into the tickets. This allows users to quickly display a particular issue to their IT staff for researching purposes and also allows the user to paint the picture they are trying to get across to IT
- SysAid also allows you to remotely assist users that have the SysAid client installed on their PCs. This allows IT to save time and quickly assist users in realtime.
- The version of SysAid we used was the free version so it had limitations on the amount of users we could have using the product. I'm sure there were other features that we didn't have, but it worked for what we needed it for.
- You have to install the client on each machine that you want to remote into. This was the requirement when I used the product, but that could have since been changed or there may be a better solution with the premium versions.
September 15, 2015
SysAid's ease of use and navigation makes it my go to ticketing management software suite.
I worked for a small managed service provider. We used SysAid as our ticketing system. SysAid made it very easy to keep track of open tickets and also it was very easy for our clients to submit tickets using SysAid.
- Centralization of ticket management. It was very easy to navigate around SysAid and keep tickets straight.
- Easy to understand interface. I was able to start using SysAid right away and found there to be not much of a steep learning curve.
- Solid survey system. As a technician I loved receiving feedback from my work and SysAid's survey system is top notch.
- I did not experience any weaknesses from what I was using SysAid for.
SysAid Scorecard Summary
Feature Scorecard Summary
About SysAid
SysAid is the flagship ITSM and IT help desk software from SysAid Technologies, which offers a rather wide swath of features, supporting asset management (HAM and SAM), remote control, and rich reporting tools.
SysAid Competitors
Pricing
- Has featureFree Trial Available?Yes
- Does not have featureFree or Freemium Version Available?No
- Does not have featurePremium Consulting/Integration Services Available?No
- Entry-level set up fee?No
SysAid Technical Details
| Operating Systems: | Unspecified |
|---|---|
| Mobile Application: | No |