SysAid
SysAidReviews from AWS customer
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Great customer service support
What do you like best about the product?
They listen to the customer's needs and ask for more information, so they have a better idea of our needs.
They state the solution step by step and ask for confirmation if there is any other question regarding this request.
They also follow up with you after some time and ensure that everything was alright as expected.
They state the solution step by step and ask for confirmation if there is any other question regarding this request.
They also follow up with you after some time and ensure that everything was alright as expected.
What do you dislike about the product?
It is a very powerful ISTM tool, but quite a bit of customization to get it perfect. It does take me some time to learn each future they offer and how you can combine them and make automation happen. I will have to request a training session to a better understanding of the future they offer.
What problems is the product solving and how is that benefiting you?
We are looking for a proper escalation process notification setup and rule set up to better drive our helpdesk process.
We were not using all the future that SysAid has been an offer, and now is time to customized and make it works better for us.
Therefore, I was asking for a proper timer setup, escalation notification setup, and other functionality of the SysAid. So I can combine all the future and tweak them for our needs.
We were not using all the future that SysAid has been an offer, and now is time to customized and make it works better for us.
Therefore, I was asking for a proper timer setup, escalation notification setup, and other functionality of the SysAid. So I can combine all the future and tweak them for our needs.
Recommendations to others considering the product:
Outline all your need from this tool and customized together with them while deploying this ticket system.
It is a very powerful ISTM tool, but quite a bit of customization to get it perfect. Their professional team is great, and they listen to your need very carefully. Without telling them what your organization needs in the first place. It would tough for them to help you customized the SysAid system for you but more generally for every organization instead.
It is a very powerful ISTM tool, but quite a bit of customization to get it perfect. Their professional team is great, and they listen to your need very carefully. Without telling them what your organization needs in the first place. It would tough for them to help you customized the SysAid system for you but more generally for every organization instead.
Top Notch Ticketing System
What do you like best about the product?
I love how you can edit every part of sysaid to suite your needs. I like to change the wording.
What do you dislike about the product?
I wish the asset management was a little better and not being able to see who has viewed each ticket.
What problems is the product solving and how is that benefiting you?
We have over 50 admin groups and getting the tickets to the correct groups is very efficient.
Recommendations to others considering the product:
Sysaid is a very robust product, It is a good idea to have one or two sysadmin dedicated to this software as there is a ton of things you can do with it.
SysAid review
What do you like best about the product?
The incident and problem management features in SysAid.
What do you dislike about the product?
The reporting capabilities as well as the self-service portal needs more work.
What problems is the product solving and how is that benefiting you?
Being able to manage 500+ customers.
Recommendations to others considering the product:
Think through your workflow first before implementing. It will make your life easier.
Excellent tool for asset management and technical support
What do you like best about the product?
Very intuitive for users, a very good tool for detecting assets
What do you dislike about the product?
The configuration is not simple, the documentation could be improved.
What problems is the product solving and how is that benefiting you?
The handling of incidents and requests was expedited, and the control of asset inventories was improved.
SysAid is Our Valued Business Partner
What do you like best about the product?
Extremely customizable, amazing customer service, and fantastic technical support team.
What do you dislike about the product?
Aging user interface need a significant update for better usability.
What problems is the product solving and how is that benefiting you?
We have solved many inter-department communication problems and created a much better support channel to all of our veterinary hospitals.
Great Product for Tracking Support Activities!
What do you like best about the product?
Intuitive interface. Integration to Outlook. Easy reporting.
What do you dislike about the product?
I have not come across a feature need beyond what SysAid currently provides.
What problems is the product solving and how is that benefiting you?
Manage tickets and reporting for a large support organization.
The software every helpdesk manager wants
What do you like best about the product?
I really like the simplicity of configuration and the simplicity of use by operators or simple users, while having the possibility of organizing complex procedures.
What do you dislike about the product?
The prices for many logins are still too high. It is necessary to distinguish administrators, operators or simple users.
What problems is the product solving and how is that benefiting you?
I am tracking all customer tickets and having a good kb. Furthermore, I am able to track all communications with customers and have a complete DB of my service contracts.
SYSAID review
What do you like best about the product?
The flexibility of the software which allows for ease of customization and the speed to implement
What do you dislike about the product?
Integration to certain third party applications such as solar winds
What problems is the product solving and how is that benefiting you?
Sysaid is used for our IT Service Management process tracking which includes ticket management, change management, asset management, knowledge management etc. Tracking of these processes are automated using Sysaid.
Good overall experience with Sysaid
What do you like best about the product?
Sysaid is a very flexible and easy tool to manage IT operations both customer side and IT side. Communication with internal customers is easy and storing of information and documentation about incidents and problems is efficient. Application is flexible to be customized and integrated with external business intelligence tools.
What do you dislike about the product?
Knowledge base should be easier to access for internal customers in order to improve their awareness on the incidents they are opening.
What problems is the product solving and how is that benefiting you?
Manage IT operations both customer side and IT side, communication with internal customers, storing of information and documentation about incidents and problems, collect user feedbacks and IT service ratings.
ITIL compliant solution with easy-to-use self-service portal and impressive workflow management.
What do you like best about the product?
ITIL compliance, workflow, self-service portal, pre- and post-implementation support as well as periodic use-case workshops, showcases and customer feed-back opportunities.
What do you dislike about the product?
The flexibility comes with a steep learning curve on some features, but the support and the end-result outweighs this.
What problems is the product solving and how is that benefiting you?
The work-flow tools allows for online forms to capture the required data to complete requests and follow established approval processes. The self-service portal allows for capturing incidents and request even after-hours and eliminate mail-in requests and follow-ups to individuals instead of the ServiceDesk team.
Recommendations to others considering the product:
Have your ITIL processes and procedures in place (Service Catalog, SLAs etc). Greatly helps during the implementation process.
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