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Over SysAid

Beheer eenvoudig al je helpdeskactiviteiten met een bewezen IT-oplossing. Je vindt alle benodigdheden in één dashboard.

Meer informatie over SysAid

Pluspunten:

The product is very easy to use and it's efficient. It has saved us time and money many times and I am sure it will continue to do so in the future.

Minpunten:

Lack of On-premises mobile application version.

Beoordelingen van SysAid

Gemiddelde score

Gebruiksgemak
4,5
Klantenservice
4,5
Functies
4,5
Prijs-kwaliteitverhouding
4,5

Waarschijnlijkheid van aanbeveling

8,8/10

SysAid heeft een totaalscore van 4,5 van 5 sterren op basis van 408 gebruikersreviews op Capterra.

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Reviews filteren (408)

Sarah
Sarah
System Administrator in VS
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

We can track resolved incidents and help customers solve them quickly

5,0 9 maanden geleden

Opmerkingen: The central hub for reporting problems and requesting help with information technology. With this application, corporate leaders may see how their IT department is performing as a whole. It also helps customers effectively report issues and request services.

Pluspunten:

Sysaid's incident and request management is excellent; the service is responsive and helpful around the clock, and any issues we encounter are quickly resolved. The ease of use for both our IT staff and our end customers. It offers every feature and capability expected of an IT service management system.

Minpunten:

Reports and the dashboard's interface might use some work, as could the overall presentation. The implementation may be fine-tuned to match the new designs, and new features might be added to the reports and dashboards.

Lillian
Lillian
Human Resources Generalist in VS
Geverifieerde LinkedIn-gebruiker
Ziekenhuis- en gezondheidszorgbranche, 10.000+ werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Great ITSM platform with great capabilities

4,0 vorige maand Nieuw

Opmerkingen: SysAid is the answer to the issue of manual customer management. We utilize it for contract and renewal management, automated responses to customer support questions, and onboarding of new services.

Pluspunten:

The platform's pre-built functionality is excellent for handling support tickets, and it's highly customizable to fit any organization's specific requirements. Having the option to make your own folders and processes is quite useful.

Minpunten:

There are so many settings and options to configure in this program that we often find ourselves lost. There can be post-update issues on occasion. Since I only have 5 administrators and the bare minimum license, I can't generate nearly enough reports.

Jae
Network Engineer/Administrator in VS
Vervoer/over de weg/per spoor, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Behind the times.

3,0 6 jaar geleden

Opmerkingen: A haphazard ticket system that sometimes works better then nothing at all.

Pluspunten:

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.

Minpunten:

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.

Reactie SysAid Technologies

6 jaar geleden

Thank you for your honest feedback. We understand that life is not always perfect, but we want to have open communication with our customers to keep improving. Sometimes, our CEO jumps on welcome calls with clients, and personally introduces herself. You happened to be on such a call. To answer your issues: Mobile apps - We¿ve been working on new apps for the past few months and are currently releasing them to the App Stores. The iPhone app is available and adopted to iOS 11, and a new Android app is currently being uploaded. Agents and asset management - We¿re working on a better user experience to deploy and manage agents and are constantly introducing updates. Product interface - We just released a new user experience for end users in our Self-Service Portal and are currently upgrading the admin user interface. Take a look at the new Self-Service Portal, to view the new UI we¿re releasing. Your account manager will contact you tomorrow to make sure your issues are addressed

Simon
Digital Services Partner in VK
Burgerlijke en maatschappelijke organisatie, 51-200 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Sysaid ITSM

5,0 2 weken geleden Nieuw

Opmerkingen: Excellent from start to finish during implementation.

Pluspunten:

It's very easy to setup and getting up and running was quick. The support from Sysaid and the tech enablement sessions were outstanding.

Minpunten:

Nothing stands out. We found everything so good.

Eerder overwogen alternatieven: Freshservice en HaloPSA

Redenen om voor SysAid te kiezen: We needed more features and better support.

Overgestapt van: Spiceworks

Redenen om over te stappen op SysAid: Better value for money for the features packaged.

Shayla
Shayla
Human Resources Specialist in VS
Geverifieerde LinkedIn-gebruiker
Internet, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Robust and affordable IT management tool

4,0 7 maanden geleden

Opmerkingen: We also use it for tracking changes, keeping an inventory of our assets, and generating reports. We are now better able to track and manage our assets, as well as identify the type and version of software running on each machine.

Pluspunten:

The IT business processes in our company are monitored, measured, and supported by end-users thanks to Sysaid. We needed a solution that provided constant, seamless connectivity across all of our devices.

Minpunten:

It seems like they are halfway done implementing a whole new, cutting-edge UI design, judging by the current state of the user interface. The layout and aesthetic of the many pages varies. The product makes use of three or four distinct styles.

Thomas
Thomas
IT Analyst in VK
Geverifieerde LinkedIn-gebruiker
Rechtspraktijk, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

SysAid - Simple Solution, Big Outcome

5,0 4 jaar geleden

Opmerkingen: The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.

Pluspunten:

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.

Minpunten:

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.

Eerder overwogen alternatieven: ServiceNow Customer Service Management en ManageEngine ServiceDesk Plus

Redenen om voor SysAid te kiezen: No longer fulfilled our growing list of requirements.

Overgestapt van: ServiceNow Customer Service Management en ManageEngine ServiceDesk Plus

Redenen om over te stappen op SysAid: Cost and Versatility

Garan
Garan
Desktop Support Engineer in VK
Geverifieerde LinkedIn-gebruiker
Biotechnologie, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

SysAid - Simple ITIL ticket management

5,0 3 jaar geleden

Opmerkingen: SysAid has helped us implement ITIL within our organisation, track tickets and service records with SLA's and provide clear communication with our end users

Pluspunten:

I love the customizability in every small detail. You can craft everything to capture information exactly for your organization without missing anything.

Minpunten:

I didn't like how the RDS agent on the laptops is a little bit of a hassle to install and uninstall. The RDS it self it a little bit flakey but definitely not a deal breaker. I wish the UI was more modern.

Eerder overwogen alternatieven: Zendesk Suite

Redenen om over te stappen op SysAid: Pricing and deployment was much easier on SysAid, the pricing was almost 1/3rd of all the competitors for the same and more featureset

Akosua Tiwaa
Analyst in Ghana
Informatietechnologie en -diensten, 501-1.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Sysaid, the Tool to Bridge Customer and Support Gap

4,0 10 maanden geleden

Opmerkingen: Overall, the product is great, aside minor issues, these issues when raised with support, they immediately assist and resolve immediately.

Pluspunten:

This is a really easy to use product, easily navigatable and pleasing to the eye interface

Minpunten:

As an administrator, we experience lags that throw our tickets out of order, although set parameters have not been touched or changed

Eerder overwogen alternatieven: FootPrints en ServiceNow

Redenen om voor SysAid te kiezen: The remedy product no longer served our purpose as a growing business

Redenen om over te stappen op SysAid: The ease of use, and also the price as well as its ability to meet majority of the company's needs

David
David
IT & Innovation Director in Mexico
Geverifieerde LinkedIn-gebruiker
Kleding en mode, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Great tool, simple to use, ITIL aligment and powerful customization capabilities

5,0 4 jaar geleden

Opmerkingen: Being easy to use, configure and completely aligned with ITIL framework we implemented it successfully with a fast user adoption; now I have full knowledge on what is going on in my department.

Pluspunten:

It have several options to create a ticket (from e-mail to a key on the keyboard - F11) and is powerful enough to support detailed customization (look and feel, personalized templates, e-mail with expected resolution dates, tickets categories, timers, notifications, etc).

Minpunten:

Project tracking is rudimentary (Understood that it's not part of the scope)

Eerder overwogen alternatieven: Zendesk Suite

Redenen om over te stappen op SysAid: I used it on the past and remembered that have the easiest way to submit a ticket by pressing a single key on the keyboard... and becasue is fully aligned with ITIL

nzai
project officer sanitation and hygiene in Oeganda
Burgerlijke en maatschappelijke organisatie, 201-500 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

client management software for all

5,0 2 maanden geleden Nieuw

Opmerkingen: it has helped us to handle and guide clients online

Pluspunten:

sysaid is the best customer management application, I like the ability to issue clients references and follow up through the system to unsolved cases makes it fine for me. It's so easy to use and manage

Minpunten:

the application is not mobile device compatible this limits other user to use it

Kevin
Global Information Technology Manager in VS
Consumentengoederen, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

SysAid the ITSM that you need.

5,0 2 jaar geleden

Opmerkingen: We are using it for Ticket management, Self Service Knowledge base, Asset Management, Patch Management and reporting.

Pluspunten:

SysAid Ticket management are completely customizable to fit our business needs. Asset Management gives complete visibility into assets across the organization and reporting The Self Service Portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the que. Active Directory integration is fantastic.

Minpunten:

The integrated remote control piece works but we miss some features of a more robust product.

Eerder overwogen alternatieven: ManageEngine ServiceDesk Plus, Freshdesk, SolarWinds Service Desk, Kaseya VSA, Track-It!, JIRA Service Management, ServiceNow en Confluence

Redenen om over te stappen op SysAid: SysAid was one application that we looked into that provided us the "Single Pain of Glass" with all the needed features in one easy to use cloud based application.

Simon
Core Banking Applications Analyst in Zambia
Bankwezen, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Sysaid the best ITSM tool for all

5,0 4 jaar geleden

Opmerkingen: All in all, Sysaid is an easy to use tool and has a lot of other feathers that can be utilized by any size of the orgainzation

Pluspunten:

Sysaid is easy to implement and use. i like the Change and release component which is on point. the ticket aging is also one feather is easy to pick

Minpunten:

The report creation is quiet difficulty. needs i lot of training and time to understand

Jorge
Consulting in Spanje
Financiële dienstverlening, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Capterra Review

5,0 5 maanden geleden

Opmerkingen: Reports pre buit that help us to generate the different metrics.Easy use for new employees.

Pluspunten:

It's easier to use and customize with a good look and feel.

Minpunten:

Only the support in Spanish althoug is not impediment for my case.

Eerder overwogen alternatieven: InvGate Service Desk

Redenen om voor SysAid te kiezen: Because HubSpot didn't meet our needs.

Overgestapt van: HubSpot CRM

Redenen om over te stappen op SysAid: Solution complete.

Lori
Support Lead in VS
Mijnbouw en metalen, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great Help Desk management system

5,0 3 jaar geleden

Opmerkingen: SysAid team is great! they are very responsive and always there to help.

Pluspunten:

Ease of use. Workflow capabilities are great. Easy to setup new groups, categories, ect.

Minpunten:

Reporting functions are getting better but still in progress.

Eerder overwogen alternatieven: InvGate Service Desk

Redenen om voor SysAid te kiezen: Needed something global

Overgestapt van: Microsoft SharePoint

Redenen om over te stappen op SysAid: People and easier configuration

Joe
IT Director in VS
Management non-profit organisaties, 501-1.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

I love SysAid!!!!!!!!!1

5,0 4 jaar geleden

Opmerkingen: I have now used SysAid at 4 companies. Every company I go to I change out their system to SysAid.

Pluspunten:

It has so many features included with the product. It's very easy and intuitive to use. It has all the tech ops tools I need under one roof. We're changing the way our entire business functions with an IT tool.

Minpunten:

Setting up incident management is easy. Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me. It's easy to see everything it can do and use cases. The challenge is putting all the thoughts into logic to make it happen.

gregg
IT Manager in VS
Automotive, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Easy to Use and Easy to Modify for your needs

5,0 3 jaar geleden

Opmerkingen: HIGHLY recommend it. There is flashier looking packages on the market, that DO NOT perform as well and definitely not for the price. And I feel none hold a candle to the support and effort to be even better DAILY than SYSAID.

Pluspunten:

I have been using SYSAID for 15+ years. I find it is very easy to understand and use. It is highly customizable without the need for complex interactions or training from SYSAID. THE SUPPORT from SYSAID is far beyond any other Vendor I have dealt with in 35+ years of IT work.

Minpunten:

Some features advertised fall a little short of what you may expect but always meet what they say..The Ever evolving product sometimes creates an expectation that just doesn't quite reach the level I am expecting

Jon
Jon
Network/System Administrator in VS
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

Exceptional Customer Support & Powerful Service Desk

5,0 8 jaar geleden

Opmerkingen: First off let me start off with saying that we've have had our issues with SysAid over the years but SysAid has improved leaps and bounds since we decided to go with them and I'm glad we stuck with them despite the issues. We first rolled SysAid out locally and have since migrated to their cloud edition. We utilize almost all of the features offered by SysAid. ****LIKES MOST****
-Features: Incredibly powerful and feature rich service desk. If locally hosted you can control virtually every aspect of the service desk and customize it to your liking. -Customer Support: Amazing customer support and online community. You can tell the team behind SysAid is passionate about their product. -Price: Comparatively speaking SysAid is equal or lower in annual cost to operate (we use the Cloud edition). -Reporting: MUCH improved reporting. -Asset Management: Possibly my favorite feature. SysAid will scan my network and add assets to my service desk. SysAid will alert me when certain events occur with the asset and keep my assets up-to-date.
****LIKES LEAST****
- Lack of integration with third party applications however SysAid is currently working on this. - Ease of use: SysAid is packed full of functionality and it can be a little intimidating or difficult to get setup however the online help and online community make things a much easier. - Lack of high-level, customizable dashboards which are common with other service desks. - Lack of email response integration which is common with other service desks. SysAid does integrate with email servers however for email responses to link to the ticket the message must be generated using the messaging system within the service desk. Communication with the end user via an email client will not tie back to the service desk ticket.

Reactie SysAid Technologies

8 jaar geleden

Hi Jon, Thank you for your honest feedback- it's extremely valuable to us. I know that your account manager has since been in touch with you to ensure that you're familiar with all of SysAid's customization options in the cloud- which are identical to those offered in the locally-hosted (on-premise) solution. You mentioned that you could benefit from a high-level dashboard, so I'm hoping that you've now had a chance to check out SysAid's new BI Analytics module- just released in January 2016. This is an out-of-the-box BI tool powered by Qlik and now built in to SysAid, that will save our customers enormous time and resources on obtaining critical data. Thank you again for all of your comments! Kim.

Mario
DBA in El Salvador
Financiële dienstverlening, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Why we choose SysAid's Help Desk Software

5,0 3 jaar geleden

Opmerkingen: Great support, they solve very quickly any doubt.

Pluspunten:

A very powerfull ticket management tool, is very easy to install it and start using it, you can modify/personalize the flow that the ticket will follow and create different roles for the team members, log the time of the activities and have an insight panel in where you can see a summary of the tickets pending for assignation, closed or being categorized depending of your needs.

Minpunten:

So far I have no complaints, the software does their job

Eerder overwogen alternatieven: ServiceNow Customer Service Management en Jira

Redenen om over te stappen op SysAid: That is the software that the users chose

Gonzalo
CIO in Spanje
Informatiediensten, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Not bad, but less than expected

3,0 4 jaar geleden

Pluspunten:

If you come from XLS or a homemade ITSM took, this software does the job. It integrates with AD and the user portal is simple enough.

Minpunten:

Overall the management of the tool is not very friendly. The design and configuration of the workflows is conversom. The management reporting is old looking and can't be configured as you like. For instance, you are limited to six indicators for the management panel and you only can pick the indicators available in the shapes presented. It has simple things that are very anoying, such as the filters in the lists that stay with you from session to session and can´t be removed with one click. Migrating incidents to problems is not easy. Managing Massive incidents is less than intuitive, navigation between tkts is not great, but perhaps the worst is that admins and users can not be grouped together.

Ken
ICT Operations Team Lead in België
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Sysaid is a good Service Desk ticketing System. Although it misses a good user interface.

3,0 6 jaar geleden

Pluspunten:

Good ticketting system with Incidents, Request, change and problem Classification Workflow templates.

Minpunten:

Complex. Poor end user portal for KB and Service Request follow up. Poor search functionality. Old UI with old text editors. Does not evolve with contemporary new media needs. Not implementable as a cross business Service Record tool. Only usable by ICT departement. Too complex to implement over different departments like Facilities, HR, QESH, Fleet.

Reactie SysAid Technologies

6 jaar geleden

Hey Ken, many thanks for sharing your positive thoughts on our workflow templates and ticketing/incident systems. And thank you as well for the constructive feedback about our interface. In our Summer 17 edition, we launched our new & improved Self-Service Portal, including a modern HTML5-based interface, together with advanced search capabilities and the option to customize brand with no coding skills required. This self-service portal also simplifies the ability to implement over different departments and we're in the process of upgrading the user interface of admins as well. We will continue to make more improvements so stay tuned and thanks again for sharing your thoughts!

William
IT Admin in El Salvador
Chemicaliën, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Improving the monitoring of IT processes

5,0 2 jaar geleden

Opmerkingen: We have been using SysAid for almost 10 years. We started with the free solution and migrated to the Cloud solution when it was available, which helped us since we did not have to allocate infrastructure on site. Sysaid has been improving its platform incorporating new functionalities and improving the current ones. SysAid has become the tool for daily use where we practically enter everything we do in IT, which allows us to later review the information or generate a source of knowledge.

Pluspunten:

SysAid sticks to our needs in the IT department. It allows us to record all events or problems with the necessary information. The monitoring is very simple and with the information that allows to generate data analysis for decision making. Asset management allows us to have a history of events as well as the support provided.

Minpunten:

SysAid has many functionalities, so it is necessary to do a good analysis of what is really required and what will be used. At the moment there is nothing that we dislike with the use and management of Sysaid.

Robert
Systems Administrator in VS
Medische praktijk, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Awesome Ticketing System

5,0 3 jaar geleden

Opmerkingen: The reach sysaid has with our business is wide. It controls everything from password changes to change management.

Pluspunten:

I like just how easy this product is to use and the ease for the end users to put in tickets. Also love that you can give certain user access to different categories depending on the admin group they are in.

Minpunten:

I wish the sysaid asset management was a little more robust.

Maximilian
Systems Administrator in Duitsland
Geverifieerde LinkedIn-gebruiker
Verpakkingen en verpakkingsmaterialen, 201-500 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Takes a bit to get used to, but really powerful after that

5,0 4 jaar geleden

Opmerkingen: We needed something to track our issues and requests and since I've used SysAid for 3 years before and only had good experience with it we decided to go with it.

Pluspunten:

- 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.

Minpunten:

- 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.

Casey
Technology Helpdesk Supervisor in VS
Hoger onderwijs, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Solid Helopdesk Soultion

5,0 12 maanden geleden

Opmerkingen: I have always had a good experience with SysAid. We used the on-premise product for 9 years, and recently migrated to the cloud. The process was seamless. Support was awesome.

Pluspunten:

SysAid is simple to setup and manage. Support is friendly and knowledgeable. Reporting is easy.

Minpunten:

FAQ section could be improved upon, feels outdated.

Eerder overwogen alternatieven: Zendesk Suite

Redenen om over te stappen op SysAid: Useability.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Textiel, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Sysaid es Excelente

5,0 4 jaar geleden

Opmerkingen: all the in
The problems that are being solved with sysaid and its platform is to keep track of incidents and thus we can realize that we are failing and better our support servicecidences of my company

Pluspunten:

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

Minpunten:

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