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SysAid

SysAid

Reviews from AWS customer

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External reviews

700 reviews
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External reviews are not included in the AWS star rating for the product.

    Suresh A.

Great software for troubleshooting systems on a business environment

  • September 03, 2016
  • Review provided by G2

What do you like best about the product?
1. Very user-friendly UI.
2. Ability to upload screenshots of the issue/take screenshot from the software itself
3. Ability to select various categories of the problem
What do you dislike about the product?
1. Doesn't have an UI of its own. Needs a browser.
2. Cant upload more than 3 screenshots to describe the problem.
What problems is the product solving and how is that benefiting you?
I have to report my daily summary of events to my management. In case of any issue with the computer, I can report it back immediately via the software. Thus we can solve the issue quickly.
Recommendations to others considering the product:
Go for it. Fast and easy software to use.

    Higher Education

SysAid

  • June 07, 2016
  • Review provided by G2

What do you like best about the product?
I like how easy it is to send a request to IT. Way better than having to send an email to a particular person.
What do you dislike about the product?
It's a bit outdated, needs some updates.
What problems is the product solving and how is that benefiting you?
It is way easier to get issues over to IT and quicker for them to distribute the work and get back to us.

    Ryan L.

Flexible, mature service desk tool

  • April 06, 2016
  • Review provided by G2

What do you like best about the product?
Super flexible product. Has come along way in the many years it has been in development. New features are added frequently - with the cloud version being updated more frequently than the on premise releases. Supports many different database types when installed on prem. My account manager is very responsive, and the company has great communication with upcoming features and tutorials on how to setup new functionality.
What do you dislike about the product?
It can be challenging to setup. Due to it being a very flexible product, it does take a substantial amount of upfront time to get it setup exactly the way you want. It really benefits from having someone experienced administer the system (likely the person who installed it).
What problems is the product solving and how is that benefiting you?
Having a service desk tool has been very beneficial for my organization. The fact that it is very customizable allowed me to tailor my workflow and the information I want to capture, for maximum efficiency. Their system integrates with many third party tools, so I plan on activating the quickbooks data sync.

    Vitor M.

Nice product, some issues

  • March 11, 2016
  • Review provided by G2

What do you like best about the product?
Easy to configure and use for incidents and request. Friendly user panel and administrator panel. Some support itens you will find at online aid.
What do you dislike about the product?
Not so easy to problems and changes. Administrador needs to understand the way of product, because some simple wrong changes could be hard to revert. Not so easy to build and configure new forms. Could be more intuitive.
What problems is the product solving and how is that benefiting you?
SysAid help me to show the numbers of my support team. I easily created graphics about my service level.

    Brad G.

Why SysAid?

  • March 10, 2016
  • Review provided by G2

What do you like best about the product?
We can now direct support emails to the correct group which has improved response time.
What do you dislike about the product?
We have created a number of Email rules, and after a while have numerous email rules becomes cumbersome. It is difficult to track why a particular email rule has been invoked.
What problems is the product solving and how is that benefiting you?
We have streamlined our support process by directing support emails to the relevant groups. After almost 12 months we can now start to get valuable information from the new reporting function.
Recommendations to others considering the product:
I would definitely recommend the Help Desk within SysAid. This combined with the ability to add the Service Request into a Knowledge Base makes resolution of the same issue a lot easier "down the track"

    Evelyn V.

SysAidIT for clients

  • March 06, 2016
  • Review provided by G2

What do you like best about the product?
SysAidIT is a breeze to implement. You can have it up and running in less than 30-minutes.
What do you dislike about the product?
Configuration management graphics are limited by small space and mobile device web, such as Safari, lacks vertical scroll bars for incident records effectively hiding Submit and Apply buttons. The app is limited and has some usefulness, but the full web version is the best solution for us - if it had vertical scroll capability. There are no limitations when using standard desktop computers.
What problems is the product solving and how is that benefiting you?
Ticket/incident reporting. End users especially like the "green" shortcut on their desktops. Help desk especially likes that the green icon app automatically captures a screen shot. End User Management especially like SysAid's ability to accept ticket requests from non-account holding users by eMail. This is important to us as we support outside agencies such as County EMS and volunteer fire departments who are not part of our 9-1-1 call center.
Recommendations to others considering the product:
I wouldn't hesitate to buy SysAid. It is both acceptably usable out-of-the -box and highly configurable. We especially appreciate the LDAP integration with our domain controller.

    Higher Education

A little challanging to navigate at first but a great product and great tech support.

  • March 01, 2016
  • Review provided by G2

What do you like best about the product?
This is an all in one Help Desk software solution. We use this for tracking issues, patching software, and remote controlling client computers.
What do you dislike about the product?
In the past we have had some issues rolling out the SysAid client along with remote control issues but they usually fix the problem in the next patch release.
What problems is the product solving and how is that benefiting you?
This is a great solution for help desk ticketing and tracking of issues. It is very nice to to look into the history of these tickets and find solutions to older issues.
Recommendations to others considering the product:
I would highly recommend SysAid if you are looking for a help desk solution. Also be sure to look into the add-on packages they have like Patch Management as they come in very handy.

    Tommy G.

Elegant yet lightweight Service Desk that is customizable for any organization

  • February 24, 2016
  • Review provided by G2

What do you like best about the product?
Our whole organization has adopted SysAid for not only managing Service Desk, but our SDLC and Implementation process. In a nutshell, SysAid is a fantastic tool that is lightweight on our organization that doesn't have much IT bandwidth to dedicate to issues and support. The SysAid Community is very helpful and our Organization as a whole is more connected across Departments to the Customer.

-Support & Community
-Fully Customizable
-HIPPA Compliant & Accessible Anywhere
What do you dislike about the product?
-Email integration features could be expanded upon
-Branding limitations within the cloud environment
-Reporting capabilities need improvement
What problems is the product solving and how is that benefiting you?
Our Organization was searching for 1 tool that the entire organization could use for collaboration and visibility. SysAid is that ONE tool for us!

We have really thought outside of the box and have actually utilized Tasks and Projects and renamed R&D/ Software Releases. We are now able to link Bugs and Feature Requests from our Service Desk to these Software Releases to track resolutions and compile release notes.

    yaggel c.

Great

  • February 24, 2016
  • Review provided by G2

What do you like best about the product?
the ability to be able to change and modify the system
the customization is very user friendly
What do you dislike about the product?
the system form are not flexible, no radio button fields
What problems is the product solving and how is that benefiting you?
all IT Change requests and bug fixes managed in the system

    María M.

Product experience

  • February 23, 2016
  • Review provided by G2

What do you like best about the product?
It's Easy to use and End-user experience is satisfactory. Translations in other languagues are quite simple to implement and this tool is quite well documented.
What do you dislike about the product?
How it works the agent app. We find a lot of problems with the implementation and currently isn't working
What problems is the product solving and how is that benefiting you?
We are solving the management of our incidents and changes. We are focussed in ITIL methodology and SysAid help us with that. Other important point is to offer a single point of contact to our users
Recommendations to others considering the product:
Price and usability

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