I use SysAid to manage customer accounts and to verify the details provided by support. We have a customized screen that manages our hosting accounts with all the details associated with our hosting environment. I am able to see current users as well as all disabled accounts. I am able to check all activity on a ticket and whom it has been assigned. I am able to enter additional details when needed for the support team to complete a task. I am able to update tickets and reassign them when needed.
Pros
SysAid provides detailed information regarding a customer account.
SysAid provides the ability to email customers once a support ticket has been reeived, worked on and/or completed.
SysAid provides the ability to reassign tickets and keep detailed activity while a ticket is being worked on.
Cons
Directly forwarding emails submitted by customers to other employees.
Likelihood to Recommend
I find it easy to follow up with support tickets to see what communication the technicians have had with the customers and the status of the project. I also completely rely on the dashboard we have created to monitor our hosting customers with all hosting details, including whether or not the account is active or disabled. I'm able to update activity on tickets when I need to inform a technician of new details on their project.
VU
Verified User
Administrator in Finance and Accounting (Computer Software company, 51-200 employees)
Our organization provides IT infrastructure maintenance and remote support services to over a hundred businesses across the globe. We have been using SysAid ITSM for more than 3 years now to solve common IT problems remotely. Most of the incidents, problems, and changes are handled by the growing knowledge base of the system. We have experienced fewer support tickets and more productivity after the implementation of SysAid. Its implementation in our on-premise server took just 2 months which went smoothly with the help from the SysAid team. The system has its own mobile apps, API for out-of-the-box use cases, customizable dashboards, and can be integrated with our Slack channel. After the implementation of SysAid, the reliability, and predictability of IT assets and services have increased geometrically, yielding more revenue while minimizing efforts.
Pros
Excellent knowledge-base system that allow users to solve problems by themselves.
Asset management and remote control solution.
Can be implemented on premise or in the cloud.
Offers mobile apps, API, and integration with Slack.
Cons
The user interface is not modern, pretty old fashioned.
The system can be more faster harnessing the 5G technology.
The system can be improved more to adapt new type of assets and services.
Likelihood to Recommend
SysAid is best suited for growing startups while it's critically important for enterprises. So much time can easily be lost when there is any problem in the IT system causing the downfall of any business. Customers may not retain with slow and poor after-sales support. To avoid such scenarios implementation of SysAid ITSM is one of the best solutions. It can be used by both internal teams and external clients to quickly solve the issues while focusing more on production. SysAid can also be used for all sorts of industries ranging from government services to hospitals and education.
sysaid it is being for whole the organization, from IT department, human resources, culture and living, inventory, marketing and more, sysaid works well we have implement workflow for different approves and areas and we can do request and report incidentes, we can manage the inventory and the asset for all the organization we are happy using sysaid.
Best Regards
Pros
the support they give us is very effective
we always recieve news about updates and more
the cloud platform work well, we havent had any issue.
Cons
I would like sysaid can improve the project portal
I would like sysaid can improve the asset managment
Likelihood to Recommend
the integration with active directory works well, we haven't had issue with users autentication. the changes portal is very customizable we can do workflows and different templates for all kind of cases. everything in sysaid work well, we created a differentes view for our service desk and we configurated the sla for the priorites
In the organization, the SysAid tool is used as a help desk to register cases associated with the IT area, it is used by the entire company and the administrators or case solvers are the IT area officials. There is control of each record, they have configured a series of alerts routing flows according to the registered case, assets are tracked with the agent installed on each computer in the IT inventory, new tools and connections offered such as SSO with Microsoft 365, among others, have been configured.
In the past, this tool was also used by the Administration area to record incidents related to job assignments, notify of general irregularities that should be escalated to the administration area, and control and monitor each record.
Pros
Easy configuration with external components that every organization has, connection with AD, Microsoft 365 connection, for logins for company users they do not have to use more passwords.
Integration with other systems on the market, (Large number of connectors), to record activities and/or incidents of each platform.
Creation of workflows, to make customer service more agile, that response times are in accordance with the SLA's proposed by the organization to internal users, direct escalation to the case solvers, without waiting for manual escalation by an agent of IT.
Cons
Something interesting would be connection to SAP BO, in order to be able to directly report support cases and that the user does not have to exit and enter another application to register the incident.
Microsoft has been a great ally of most companies and now in the telecommuting world the use of tools such as Teams has increased, it would be great if this connection could be made in the future.
Likelihood to Recommend
This tool is easy to configure from scratch, there is documentation of each of the characteristics and depending on the license acquired these characteristics can improve and in the same way they are not complex to implement. Additionally, if there is a need, SysAid offers support in several languages, in my case in Spanish at times where it is required, and allows cases to be escalated in the same way, I write in Spanish to make myself understood better and the advisor and/or SysAid Engineer attends my request in a very correct way.
SysAid is used as our primary ITSM tool. It provides a wealth of functionality to tackle business needs. The primary functions for us are as a service desk and asset management tool. The service desk tool lets our employees communicate effectively with the IT functions of the business in order to address issues and receive support.
Pros
Excellent asset management
Streamlined and easy service desk
Clear and effective UI
In-depth functionality
Cons
The depth of some features is intimidating and the learning curve can be steep.
Ticket messaging can be clunky.
Likelihood to Recommend
SysAid is excellent for any business looking to improve their IT function. It provides essential tools for any IT department to work effectively with their peers and manage their assets. The integrations are thorough and the functionality in-depth. Some features require extensive setup that may not be appropriate for a large business where transition would be complex.
VU
Verified User
Technician in Information Technology (Information Services company, 1001-5000 employees)
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.
Pros
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.
Cons
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.
Likelihood to Recommend
SysAid is a great bang for your buck, it's why I would recommend it to a small to medium business. It's a really good starting software. It has a complete ITSM suite. At this point in our enterprise SysAid doesn't scale anymore. We need more quality over price. If this is your case also, I wouldn't recommend SysAid.
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.
Pros
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.
Cons
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.
Likelihood to Recommend
I would have to say SysAid is more suited for supporting 100+ end users. Secondly I would ask how big the company plans to expand on the amount of end users, as the product has a list of features and capabilities such as device management.
