SysAid Bewertungen

Vorteile

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.

Nachteile

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.

Vorteile

From the configuration process to the implementation process or production step it is completely easy and the best that is accompanied by the SysAid team. The use of incidents, requests, change control and problem management is the most optimal tool.

Nachteile

More than the tool, it is the price per administrator you have, there should be a price depending on the type of administrator user that I require

Vorteile

I love the fact that SysAid is not a boring 'Out of the Box' 'This is what you get' experience.
SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.

Nachteile

I dislike the fact that I had to learn 'very basic' HTML to implement notifications. This wasn't a great hinderance, but definitely something I disliked.

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

- Helpdesk / Servicemanagement: The helpdesk is great and really easy to use (for admins and end users).

- Asset management: The assetmanagement is really detailed. The deployment can be a bit annoying in the beginning but once you've learned how to do it, it just works I really like the login history for PCs with the SysAid agent.

- Customizeable: Almost every page in SysAid is customizeable. If you don't like a field in a ticket or asset, just remove it.

- Self service portal: The new Self service portal HTML5 UI for end users is beautiful and scales well.

Nachteile

- Admin UI: While the admin UI is really customizeable, it's also really old and just doesn't feel right (to me) anymore. SysAid just revealed their new HTML5 UI for admins (early 2019) but since we're still on the legacy UI I've decided to put it in here.

- Knowledgbase: The knowledgebase popup window looks really old aswell, especially if you open it from the new SSP UI. It's also just a bit weird to use, especially the HTML editor is a real annoyance for me.

Vorteile

this israel based company has done a great job by putting out - and constantly enriching - a full featured ITIL based help desk software which covers with various modules (Help Desk, asset management, workflows) most of the daily routines of an IT department. there are many products out there in this category, what I here like the most is the aggressive user support which Sysaid offers: their team is really keen on solving each single issue you might have. they use their product for their own processes - of course - and they are highly motivated.

Nachteile

the user interface is being rewritten and is more modern now with the latest release. we did not apply it yet but plan to do so soon. certain rules and forms can be complex to manage, a good implementation at the beginning is mandatory. unfortunately there is nobody with know how in our country, the setup has to be performed mostly remotely which can be a bit of an effort.

Vorteile

I loved this software, once you got beyond the intial setup, it made ticket creations, assignment, and conclusion very easy.

Clients loved being able to create tickets for issues rather than having to pick up a phone, text, or send an e-mail in hopes someone responds. Now they can quickly check the status of a ticket, add notes/screenshots, see response times, and know when work has been completed.

Customer support was very helpful, even on the free version to any questions I had.

Nachteile

Setup. Oh boy setup. This software requires a few hours of initial setup time, web server configuration, and an idea of how you want your workflow to happen.

You'll need to provide clients with a small tutorial on how to use it, but once you get over that hurdle it's easy going.

Vorteile

Hi, what I like the most about sysaid is its easy operation for users when lifting a ticket and thus solving their problem immediately, on the other hand we can take a very well organized inventory of computer accounts and the best is not as expensive as other systems from itil

Nachteile

what I dislike about sysaid is that their technical support is too bad and there is not so much information on the web,
since we recently had a migration from their system to another server and they could not help us, they took too long to contact us and when they were migrated their system was when they contacted us

Vorteile

It was simple to get the cloud version up and running. We had a bit of a learning curve keeping responses to emails from creating duplicate tickets. Pushing out the agents to our desktops for asset management was very simple and is very useful. I used it frequently to ensure software compliance.

Nachteile

There are many add-on modules but compared to the cost of this system, they are rather pricey. The remote control feature built into SysAid if frustratingly slow and cumbersome. SysAid just released an add-on for TeamViewer that looks very promising but it costs for one simultaneous usage. I have rarely used tech support but when I did, it was always a call back.

Vorteile

The Self-Service dashboard that was recently introduced. The Business Analytics that was added that I have begun to use and find it extremely useful. The staff and people that I have had the pleasure to work with over the past 15 years.

Nachteile

Cant say there is much I do not like. To be able to have more configuration options in the reporting and Business Analytics would be nice.

Vorteile

Sysaid has some of the best back end reporting of any ticket system I have worked with. Colorful graphs by department or individual that report on open tickets, time to close the ticket and so many other helpful reports

Nachteile

Does not have as much user guidance as other software in this space. The templates are text only and it does not include automated workflows.

Vorteile

The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.

Nachteile

I've used this software for over 7 years. Almost every complaint that everyone else has about this software, I've made myself and the #1 complaint is that the company is based in Israel and they are hard to understand / get a hold of / and don't fully understand the real problems until the issue is explained a few times.

I've installed purchased and installed this software in 3 different companies, and the experience was always the same. I then did work for them for a short amount of time. I wanted to bring to them the outside experience being a customer, and all the complaints I kept getting from U.S. customers, and even from other countries. I truly wanted to make this company better. But instead, they started to hire even further away, Romania, will the same comprehension issues. Now that they only 1 rep left for the U.S. and after that, I doubt they will ever hire again in the U.S. because of how different we think about customer service and how expensive we are. So they took one step forward by hiring the first U.S. rep and then myself, to them go two steps backwards by letting me go and hiring in another country for support.

Yes, I did work there and am a former employee, now a customer again. But I was a customer before that, and nothing has changed before I started working there, and nothing will after I am gone. So please do not delete this review and publish for all to see as I wanted nothing for this company to succeed and instead I was shown the door.

Vorteile

I like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true.

Nachteile

Customer service is HORRID! To the point of complaints have to go to CEO of SysAid and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated.

Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO.

Vorteile

The advantages that SysAid has are many of which are having a computer inventory, a ticket system, a database to help users, easy to make reports, understandable graphics, in short, many benefits that can be derived from this platform.

Nachteile

Disadvantages I have not yet found because the functions I perform in this platform, are the ones I need and I can get the most out of it.

Vorteile

Since we started SysAid we feel like all the tickets are under control in terms of tracking, follow up, future referencing, and putting files for future usage. I like SysAid because I can access it anywhere for KB, reference, task, and even file storage

Nachteile

If there is an option to show KB items without having to log on. Our users want to view the Knowledge Base but they are not keen enough to keep their ID/PW so if there is an option while creating an KB item that says [/] Visible even without logging in then that would be help.

Vorteile

The cost to own this application is externally lower than most of the other Helpdesk software on the market. The ability to create a ticket from an email is a plus, because it reduces the time it takes for the Helpdesk agent to record a fault or request. Also, the application can utilise open source databases such as MySQL to store its' data, which results in a massive reduction in the cost of ownership.

Nachteile

I think the application needs to be a bit more optimised for use in large organisation due slowness issues when a large number of persons are using the system at once.

Vorteile

We use this system 100 times a day for tracking incidents, inventory, and archiving information. Over the years I have used everything from Footprints, Track-it, and Maximo. I can honestly say this in my opinion is the best one for an administrator.

Nachteile

The only con I have is access to support. We are located in America and SysAid is in Israel so sometimes getting a window of available time because of the time zone differences can be problematic. On the other hand the system doesn't really give us any issues.

Vorteile

The best thing about this product is the cloud deployment. It was extremely easy to implement and maintain, with new product versions rolled out without any effort. Ease of installation and relatively low cost for the cloud offering made this an easy choice. The account manager for my account has made this a good purchase as well. It is very easy to expand the product and any issues we had she has gotten me the help we needed. The asset management piece is very informative and with the optional API we have integrated the output into SQL for reporting etc.

Nachteile

The vendor is based in Israel (I believe) and this made technical support to a middle US state a bit of a challenge. Timing was a little off at first, but they have worked to implement US specific support and once the product was fully deployed we haven't needed much support anyways. That is a testament to the product itself in that it works well and is easy to maintain after a little initial help.

Vorteile

SysAid it's based on ITIL and this make SysAid stronger than other applications in the market. SysAid has helpdesk this to have all your ticket and incidents of your organization. CI to have all types of assets. CMDB to see your assets and services relationships. KBFAQ to have all the solutions of the requests and incidents.

Nachteile

I think the interface could change a little, make it more friendly to the user.

Vorteile

Sysaid is user friendly which makes it easy for our staff to input service requests. It is reliable. We have not had any issues with the software in all the years we have been a customer. Your support is very responsive if we have any questions. Reliable, reasonably priced, and the support is exceptional.

Nachteile

Patch Management needs to be more customizable.

Vorteile

SysAid provides a fully customizable experience for IT administrators. Every form can be customized and when combined with using templates, it becomes a powerful tool. Also, I like the ability to separate our clients into different companies and use SysAid as a true MSP ITSM tool.

Nachteile

The mobile UI leaves a lot to be desired. Although they do have an updated iOS app, it can be difficult for IT staff to manage their queue strictly from the app. Also, the forms do not support logic to create hidden fields.

Vorteile

SysAid has almost everything your IT staff will need to efficiently manage the company assets and help desk processes. Enhancing the process of first response to the business internal requirements, also for those companies that offers services will fit as a wonderful solution to It is a great combination of help desk, asset management, remote control and IT activity analysis solutions, in one simple, easy-to-access platform and it support multi-language that makes it a plus for multicultural IT teams.

Nachteile

There's no freemium version available, you can test it for sure using the free trial but won't allow to go further testing the whole package besides that I can't find anything else that will turn against into the features of this great system.