SysAid Review
Updated February 04, 2022

SysAid Review

Cesar Omar Ramirez Garcia | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

SysAid is used only in the IT department for the management of work orders and incidents, hardware and software inventory, and for user support. The knowledge database is also used so that users can solve simple problems on their own. The hardware inventory module is used primarily to keep preventive maintenance schedules.

Pros

  • The relationship of the tickets with the equipment to keep a history of failures
  • The creation of tickets and the suggestions of possible solutions at the time they create these for the end user
  • Inventory management, upcoming maintenance dates, warranties expiration date alerts, etc. They are very effective and very helpful for better administration.

Cons

  • The remote support function I think could be improved
  • The alerts module I think could be easier to configure
  • In the reports module it could be improved for the creation of new reports
  • The impact has been positive since in the first year it was reflected in the decrease in work orders due to the use of articles from the knowledge database.
  • The reports module helped us to better present the information about the department's work with the company's management.
  • The projects module is also of great help for a better monitoring of the department's projects
The support is very good and fast, the attention they offer is always of a very good quality and the most important thing is that they do it in your language. Their attention is not only focused on solving problems but they also keep you informed about courses and articles to improve the use of the tool

Do you think SysAid delivers good value for the price?

Yes

Are you happy with SysAid's feature set?

Yes

Did SysAid live up to sales and marketing promises?

Yes

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Yes

It is a very simple tool to use, the training required to implement it is minimal and it is also very simple for end users. There is a quick guide to configure and it was the only thing we used to configure the tool. The response of the users was good to the implementation because they did not feel that it was a big change that complicated the request of tasks by the IT department.
If you have little staff and many users to whom you have to provide support, it is a perfect tool to help you keep track of work orders as well as the inventory of all your equipment. It is very intuitive for end users especially knowledge database articles which can be used a bit to decrease your workload as users can solve some simple problems on their own.

SysAid Feature Ratings

Incident and problem management
9.9
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
9
ITSM asset management
9.3
Configuration mangement
10
Asset management dashboard
9
Policy and contract enforcement
9
Change management ()
Not Rated

Using SysAid

100 - Manufacturing, Quality, Engeneering, HR, Contability, Planning, Purchasing
2 - A computer science graduate and a systems engineer
  • Asset management
  • User support
  • Knowledge database
  • Project task management
  • Reports on downtime and troubleshooting
  • Project management
  • Deploy sysaid in another department to manage their tasks
It has worked well for us so far and it is the best solution for us.
SolarWinds Dameware Remote Support (DRS)

Evaluating SysAid and Competitors

  • Price
  • Product Features
  • Product Usability
En cuanto a la usabilidad del producto, parecía muy simple y también sería fácil para los usuarios finales. La formación de los usuarios finales fue muy rápida ya que no les resultó complicado empezar a utilizarlo. Nosotros, los administradores, también fue fácil configurarlo así como el cambio constante en las opciones es muy rápido y sencillo
First investigate about the support that is given to me, then how easy is the configuration of the software in my infrastructure and finally the issue of the price of the license since I started it in reverse, fortunately the first points mentioned above benefited me since they fulfilled with my expectations and in some cases they exceeded them
Mainly because they are softwares for remote user support and ticket management but they did not have all the features that we have with SysAid, an example is that with SysAid you can always keep the maintenance and guarantees of your equipment up to date as it alerts you with alerts for Email when they are going to expire, with the other softwares they were only focused on remote support and tickets.

SysAid Implementation

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
  • Implemented in-house
  • The configuration with the firewall

SysAid Training

  • no training
We do not request training since we use the material available on the web, but I think it would be recommended to request training from a professional since they could give you ideas on your implementation and best practices in use for both end users and administrators or the most difficult thing is the denial of change

Configuring SysAid

Es adecuado, en la medida en que lo hayamos usado, no nos ha sido complicado
Some - we have done small customizations to the interface - We only changed the images with those of the company and it was very easy
No - we have not done any custom code
We changed the name of some text boxes since we needed to put our serial number in the equipment

SysAid Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No, it is not necessary, the support they provide is of the highest quality, the follow-up they do to a request is very good since they are always in constant communication until you confirm that your problem has been completely solved, although due to lack of time or due to some other situation do not respond to their emails and calls they insist until they get a response
At the beginning when we bought the license we had some problems configuring the synchronization of the active directory with SysAid and although they showed us that it was not a problem with SysAid they were helping us with our firewall that was the problem, they were helping with information and when we did tests communication between the server and SysAid

Using SysAid

ProsCons
Like to use
Relatively simple
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
Difficult to use
  • Service Desk
  • Reports
  • Asset management
  • User management
  • Alerts
  • Escalation rules
Yes, but I don't use it

SysAid Reliability

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
Ha habido pocas veces que no ha estado disponible pero siempre avisan con antelación cuando el servicio no estará activo por una situación controlada
Nunca hemos tenido problemas con esto.

Integrating SysAid

Relationship with SysAid Technologies

It was very simple and very fast, since my English is not very good, they put me in contact with someone who spoke Spanish to facilitate the purchase process.
It is very easy, we are in contact by mail and by phone and whenever there is something new or webinars my account manager always keeps me informed of everything
The use of some extra modules to what my license covered to test them, they enabled me for a couple of months and they offered me a discount if I was interested. That has happened practically every year, they offer me the use of the module as well as documentation to configure it and use it as soon as possible
Explain your needs as clearly as possible and also what is your budget so that they give you the solution that best suits your need, if your budget is not that large, request the use of a module, make it work as soon as possible and present your results to your bosses to sell them the idea of acquiring that module

Upgrading SysAid

Yes - The most recent is the change of the end user portal but there was no problem with us
  • Self Service Portal
  • Remote support with team work
  • Create reports from scratch
  • From tickets they can be managed as project tasks

Comments

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