Avaliações do SysAid

Uso do Sysaid

Comentários: Realmente ótima, é uma ferramenta que supre na area de gerenciamento de TI

Vantagens:

A facilidade e a rapidez do atendimento da matriz quando ocorre de ter dúvidas

Desvantagens:

Documentação acho que poderia ser mais atualizada e as versões deveriam atualizar mais vezes

ITIL Compliant ServiceDesk System with user-friendly self-service portal

Comentários: SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).

Vantagens:

-Ticket registration and tracking -Workflow management -Self-Service portal -Reporting and Feed-back/Notification -ITIL-Compliant -Flexible and Customizable

Desvantagens:

-Workflow Design is powerful but has a learning curve

Fantastic SysAid

Comentários: It has been a great journey using SysAid since 2019. We have always had a good understanding and agreement for each request we submit.

Vantagens:

I like the workflows and the BI Analytics. With the workflows, we have been able to build processes for some support teams in resolving issues. Same workflows has helped streamlined our change approval process. With the approval process in place in SysAid, we no longer face audit exceptions on no approval was obtained from a stakeholder before CAB. Service Review meetings has been more insigtful with the use of the BI Analytics to provide data for tickets resolved by each support team , as well as review tickets pending and aging.

Desvantagens:

I do not like the fact that the Knowledge base management cannot give a comprehensive report on usage. They are only show most viewed articles based on a cumulative count of viewers.

Does the basics

Comentários: It works better than some other ticket systems I've used in the past, but it also works worse than others. I'd put in the middle of the road for Ticketing Systems.

Vantagens:

SysAid is easy to use and easy to integrate.

Desvantagens:

There is definitely some aspects missing, like the ability to merge tickets. Often times an widespread issue occurs and 30 tickets come in. Tickets have to be deleted or closed, which inflates ticket volume.

SysAid best ITIL based IT Support tool in the market

Comentários: We have been using SysAid for almost 5 years now and we have been very happy with the system, support and have commited now to another 3 years to SysAid. We are moving to the cloud version in the next month so we are very excited about this. They are also not standing still on development so we will not get stuck with old outdate technologies.

Vantagens:

Ticket management, reporting and classifications is one of the key features that lead to the decision to make sysaid our long-term partner. The workflow functionality and teams integration is going to change our whole business, so we are very excited to move forward on SysAid Cloud. The customization is also a big plus for us.

Desvantagens:

The old-style interface but hat is also a thing of the past now that we are moving into the cloud and there new UX/UI is coming out early next year.

Sysaid - A Second Review

Comentários: Initially, I had reservations about sysaid's customer service support. However, I've come to appreciate the value in their meticulous approach to addressing issues and providing long-lasting solutions. This positive aspect of their service has improved my perception of SysAid. Nevertheless, I have noticed that resolving critical issues can be time-consuming, and this could be an area for potential improvement.

Vantagens:

Over the years, SysAid has consistently demonstrated stability in its ticketing system. Even in a high-volume environment with over 15,000 tickets processed monthly, the platform has effectively maintained data integrity without experiencing delays or system lag.

Desvantagens:

In a previous review, I initially expressed dissatisfaction with SysAid's customer service support. However, over time, I came to appreciate their methodical approach to ticket inquiries, which aims to understand the root cause of issues for a more effective and lasting solution. Nevertheless, for critical issues requiring tier 3/4/developer attention, the resolution process tends to be time-consuming.

Sysaid - A good entry level ticketing system

Comentários: Overall, sysaid does a good job in this ticketing system. It allows for accountability among users

Vantagens:

Sysaid has a user friendly interface, it is easy to navigate between end user and an administrator. Actions are easy to find and requires little effort to learn the basics

Desvantagens:

Its integration with outlook although great causes a number of issues when a refresh occurs and checks are not made to ensure correct parameters are selected

Great helpdesk and inventory software

Comentários: Great helpdesk and inventory software

Vantagens:

very good helpdesk ticketing system and inventory as well

Desvantagens:

cost money for more administrators but can be implemented for more departments

SysAis as a HelpDesk tool

Comentários: It was not a good experience, it made us lost time, and when you go with a HelpDesk tool you want to save time.

Vantagens:

You have control of everything since you can deploy it in your own server, which means that you can make any change in your side.

Desvantagens:

The technical support is not easy to reach out. It takes time to get a solution from them. Since you have all the control over the tool, sometime is hard to fix problems dur the technical support.

Best Tool for Ticket Management

Comentários: Pleasant to work with, keep track of issues and escalations

Vantagens:

Built in email feature that allows you to send mail to requesters or support teams without having to open your mailing software.

Desvantagens:

Spooling of reports can sometimes be hectic due to the size of data

SysAid Review

Comentários: My experience has been good so far. Their support is great. I would recommend purchasing professional services.

Vantagens:

The customizability. You can customize quite a bit to fit your needs

Desvantagens:

Sometimes the menus and setting a re a bit ridiculous.

Great User Experience

Comentários: Great graphic user interface, with awesome user experience

Vantagens:

Ability to be able to use the analytic and reporting at convenience, creating your type of report weekly, daily or monthly. Spooling at ease when and how you want it . Sysaid CX/UX is top notch for a first time user (onboarding) easy navigation Sysaid asset lifecycle, helps with onboarding and offboarding of an employee in the business with smooth transition and great experience. Sysaid helps with right prioritization, the impact and urgency of tickets helps both the user and process manager .

Desvantagens:

The chat console is not really in use, still struggles with the chat session from the administrative point of view

Nice tool to manage IT Recourses

Comentários: Is good, actually, I don't conceive to manage IT ticketing outside SysAid. At first you have to be familiar with some administrative options, but in couple of hours you would be ready to go.

Vantagens:

Powerful platform with different Approaches. I have modules to administrate efficiently your Tickets and incident related to Service Desk, and project manajement. BI and regular Reports are a hit!, you can customized all of the thing and assign timer to different stages. There as a portal that you can share with your customers to auto-services an follow-up their tickets

Desvantagens:

Poor options to project management and low performance. The look'n'feel is bad, and confusing. I would prefer to avoid that module if you have some middle-size projects, and go to MS project instead.

SysAid

Comentários: Compared to other ticketing software this is not a good product and I would not recommend it.

Vantagens:

I like the idea of combining the ticketing system and remote access platform. If designed correctly, it could be extremely beneficial.

Desvantagens:

I do not like the over functionality of SysAid. The interface is extremely antiquated and is very hard to navigate. Also, dealing with tech support has not been pleasant. Our account manager is great, but outside of them, no one seems to care about the finished product.

SysAid is a great product that could be a fantastic product

Comentários: We were able to get a comprehensive product that gave us the biggest bang for our buck compared to any other product. Overall we are very happy with it. Support, not so much. There are lots of things we would change, or focus on changing for sure.

Vantagens:

We like SysAid because of it's flexibility in design. We are easily able to create new forms and templates for different kinds of tickets and as such were able to roll out SysAid to our entire company and it is now utilized by every department in our company. We love the workflow features and that we are able to incorporate data from our active directory infrastructure to be able to identify end users and their departments or managers. We are very happy with our ability to modify and maintain escalation rules. Because the system is operating on Microsoft SQL Server we have been able to very successfully use SQL Reporting Services to generate very robust reports to provide our management teams with metric data that was previously unavailable.

Desvantagens:

Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we don't want them all to have the power to change our system configuration. So it lacks foresight that a feature like that would require the keys to the house to be able to use. The same thing goes for designing templates. There is a security role to be able to modify and design templates, but you cannot create custom fields and new lists with that role, so users cannot complete the designing of their forms without having been given the SysAid Admin role which is more power than we want them to have over the system. This leads to unforeseen problems where departments admins start making changes to the system without knowing that the change does not only affect them or their department. Canned reporting is not great. Even the custom reporting feature is not good.

Reasonably priced and fully featured

Vantagens:

SysAid offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased.

Desvantagens:

Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

Feature-rich but clunky

Comentários: Full help desk ticket tracking as well as workstation polling.

Vantagens:

Does a great job at tracking and managing helpdesk tickets as well as your environment. Allows for multiple users which can trade off tickets. Very configurable to your requirements. The cloud-hosted version has never had an un-planned outage since we began using the product.

Desvantagens:

Very clunky interface, certain items do not work in Chrome certain items do not work in IE, the polling client on workstations updates every minute which results in an extremely high connection rate which throws off firewall reports (It's not mission critical every hour or two would be fine), need a lot more polish compared to other options now available, customer service is not US based and very quick to dismiss you.

SysAid

Comentários: Overall, the system works. It can just be extremely high maintenance to use.

Vantagens:

I like most how easy it is to work on a ticket and then re-assign it to someone else. When someone gets a ticket, it's easy to see the history of what has happened the sysaid breaks down all the information of each ticket so that it's easy to follow.

Desvantagens:

The feature I like least is the e-mail notification. Whenever any new activity happens on a ticket, you get an email notification and this sounds like a good idea on the surface. But the problem comes when get tons of unneeded email. For example, I will close out a ticket (and get a message that the ticket is closed). Then, if the user responds to say thank you, it opens the ticket again (and sends another message to me). If I get the thank you not the next day and close out again, but that user is now out of the office and has an auto-reply turned on, the auto-reply triggers the ticket to re-open again - and send me another message that this has happened. I have literally struggled for days on end to close of ticket because of stuff like this.

SysAid Helpdesk

Comentários: Excellent! We have used it for many years. Our users like our seasonal theme on the home page. A really nice feature is the ability to keep track of instructions on procedures and how-to articles. We used to keep electronic documents for all that and still have some but having most of them in one place all categorized has made it much easier to find the one we need.

Vantagens:

How flawless it works all the time. Even when we make user errors, the program never crashes. We have experienced a problem a few times over the years. Support is very fast and provides correct fixes right away. We have the ability to make changes in all the screens we use, to customize them for what we want and somewhat how they look. It's very fast. When a user enters a case, we see it immediately. There are far more features that we don't even use.

Desvantagens:

It's difficult to find locations for all the areas that can be customized. The whole user interface from the administrator's side could be improved by making it more friendly in finding my way around. The appearances for the whole thing could be polished up with better graphics.

Affordable IT management tool for education users

Comentários: SysAid helps us deliver a support service with ease. The self-service portal really helps provide a central support hub where our end users can request further support or a variety of self-support material which we've pre-populated. Our overall experience both with the software itself and the support from SysAid has been brilliant.

Vantagens:

SysAid is so easy to setup and, right out of the box, guides you through an easy installation process (we use the on-prem version) Our end users interact positively with a well designed web GUI and local system agent. The green desktop icon is our 'go to' for support and certainly plays a big part in our support service offering.

Desvantagens:

Minor things really, we've used this software for a while now and grown as a support service with it. With regard to upgrade paths, we'd like to see a single 'rollup' upgrade rather than incremental patches as this would help to reduce our downtime. Some further customizations (branding) to the GUI would also be great, different themes for instance.

Great product, wish we had the full version

Comentários: We have had great success with Sysaid and truly rely on it everyday. We have improved several internal business processes for IT and Facilities by leveraging Sysaid and have greatly improved internal communications. We are interested in possibly upgrading to the full version in hopes of creating more automated processes, improving change management and implementing more project management techniques because of the benefits we have derived from the existing implementation.

Vantagens:

The flexibility of the configuration, the automation, integrations and general ease of use are the aspects that we like most about Sysaid. We use Sysaid for far more than just the IT help desk and ticket tracking and we do not have the full version.

Desvantagens:

This is difficult for us as we do not have the full/complete version of Sysaid. My natural instinct is to dislike the fact that we do not have several of the features that would improve our operations without the added licensing expense. However, with the version we do have, the reporting, especially the custom reporting, could be improved.

Great value for robust Help Desk software

Comentários: Prior software (SchoolDude) was not made for IT Help Desk and was not user-friendly for any users. SysAid was about the same price and is IT-specific tool. Easy implementation and on-boarding of new product was nice.

Vantagens:

Ease of implementation and ease of use for our End Users. LDAP integration was a plus; and reporting features are robust.

Desvantagens:

Occasional issues with the hosted environment and not always the clearest communication regarding causes of downtime or ETA to be up.

Great software and great service

Comentários: Fantastic, easy from 1st quote to implementation.

Vantagens:

Out of the box features are excellent and the system is very easy to configure.

Desvantagens:

Some of the features are clearly still a work in progress but rate of development seems good.

not satisfied

Comentários: The toll to manage requests, incidents, changes, and assets. But we want to have more freqvent technology feature updates.

Vantagens:

Ease for translate to diferent language. Sory but that is only thing which come to my mind for the pros.

Desvantagens:

Old fashion design / tehnology. Poor browser support. There is no suppport for copy/paste. There is almost no developnent of new features and / or use of new tehnologies (like HTML5 etc). Slow tehnical support. Look's like unfinished product.

sysaid is een goede helpdesk programma

Comentários: good program

Vantagens:

ticket mangement when there is a new ticket its by not assigend and thats the first thing you see when you start up sysaid. asset list is very easy to use.

Desvantagens:

its hard to find old tickets back cuase when i need to search what has done to that one thing the ticket has already been closed and i don't know the number of the ticket