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
4,4
Klantenservice
4,5
Functies
4,5
Waar voor je geld
4,5

Waarschijnlijkheid van aanbeveling

8,7/10

SysAid heeft een totaalscore van 4,5 van 5 sterren op basis van 357 gebruikersreviews op Capterra.

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Reviews filteren (357)

Thomas B.
Thomas B.
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 3 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.

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

Edward F.
Edward F.
ICT Specialist in Aruba
Geverifieerde LinkedIn-gebruiker
Overheidsadministratie, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

ITIL Compliant ServiceDesk System with user-friendly self-service portal

5,0 7 maanden geleden

Opmerkingen: SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).

Pluspunten:

-Ticket registration and tracking -Workflow management -Self-Service portal -Reporting and Feed-back/Notification -ITIL-Compliant -Flexible and Customizable

Minpunten:

-Workflow Design is powerful but has a learning curve

Overwogen alternatieven: ManageEngine ServiceDesk Plus en TOPdesk

Redenen om over te stappen op SysAid: We had ample experience previously with SysAid and when we evaluated the alternatives. We went for the "old trustworthy" but were also surprised that everything we were looking for in the alternatives was in the latest version of the tools we already had so we upgraded to that latest version.

Ryan H.
mederwerker in Nederland
Consumentengoederen, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

sysaid is een goede helpdesk programma

4,0 2 weken geleden Nieuw

Opmerkingen: good program

Pluspunten:

ticket mangement when there is a new ticket its by not assigend and thats the first thing you see when you start up sysaid. asset list is very easy to use.

Minpunten:

its hard to find old tickets back cuase when i need to search what has done to that one thing the ticket has already been closed and i don't know the number of the ticket

Overwogen alternatieven: TOPdesk

Redenen om over te stappen op SysAid: teh interface looks better to me

Rafael V.
MIS Technician in VS
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Not so great customer service.

1,0 5 jaar geleden

Opmerkingen: A help desk solution in which none was being used by the companies I worked in.

Pluspunten:

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

Minpunten:

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.

John R.
John R.
DBA in Costa Rica
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Our everyday with SysAid

5,0 3 maanden geleden

Opmerkingen: I have been very enrolled on the use of this software since day one. First as an user, then as an admin, then as the one in charge of support and maintain it. It has been easy to be involved on all the stages and the communication with the Support team, has been also a key for the success we have.

Pluspunten:

It is easy to use. No need to be doing tedious installations, and is very reliable. We use it every day, around the globe, and we don't have issues with time zones or sync.

Minpunten:

What I have used so far has benn great. We need to continue to implement all the features on it.

Overwogen alternatieven: ServiceNow

Redenen om over te stappen op SysAid: Price and it offers all what we were looking for.

James W.
James W.
Systems Administrator III in VS
Geverifieerde LinkedIn-gebruiker
Hoger onderwijs, 201-500 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

SysAid Review

4,0 3 jaar geleden

Opmerkingen: We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.

Pluspunten:

Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.

Minpunten:

Workflow management is a little outdated and has a bit of a learning curve.

Overwogen alternatieven: Jitbit Helpdesk

Redenen om voor SysAid te kiezen: Lack of capabilities in tracking, tiering, asset management, and CMDB.

Overgestapt van: Jitbit Helpdesk

Redenen om over te stappen op SysAid: Price and capability.

Tito C.
Encargado de Infraestructura in Dominicaanse Republiek
Overheidsadministratie, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

How SYSAID help us low the response time to solve issues

5,0 2 weken geleden Nieuw

Opmerkingen: We have an excellent experience with the software because we low the response time, also we can manage the inventory asset easily, we are now upgrading our version to the 22 expecting to see all new features.

Pluspunten:

We most like how easy end users can open an incident/request, we are a court and our end users are lawyers with low IT knowledge.

Minpunten:

How easy you can automate the routing of the tickets!

Víctor pavel D.
informático in Dominicaanse Republiek
Justitie, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

constructiva y estándares TI

5,0 vorige maand Nieuw

Opmerkingen: me permite llevar un control de los activos

Pluspunten:

la utilidad y control de los inventarios

Minpunten:

la dificultad para la conexión remota, es necesario otras aplicaciones

Adrian H.
Coordinador de Servicios de TI in Mexico
Olie en energie, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

SysAid - A good option

5,0 2 weken geleden Nieuw

Opmerkingen: Previously we had a more limited version than the current one and that made the issue of reports difficult for us, there was not much flexibility.

Pluspunten:

Ease of use and tracking of reported incidents.

Anders W.
IT OPerations in Zweden
Machinebouw, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

SysAid I like it

5,0 2 weken geleden Nieuw

Opmerkingen: It is good

Pluspunten:

Ease of implementation Ease of upgrading Ease of changeing server

Minpunten:

THe UI feels old, more drag and drop. Try minimizing total clicks needed to perform a task

Charles K.
IT Service Desk Manager in Nigeria
Olie en energie, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

The Impact of SysAid

5,0 2 jaar geleden

Opmerkingen: My overall experience on SysAid has been awesome, however, there are some challenges been faced during usage. If one is not technically sound, it will be difficult to manage as an Administrator without the consent of the professional support, but however, there is a user-guide to help.

Pluspunten:

The features I like most about the software is the Advanced reporting, It helps to give detailed reports about your ticketing system as a whole,location-wise, computer assets, service been used mostly etc. It also gives room to have full control as desired.

Minpunten:

The Features that should be improved is unable to filter the customized field which is the most the critical feature that is important. For instance, when an additional feature is created manually separate from the original features, it is difficult to filter. for the implementation to take place, it will fee for a professional support as it is concluded as a project.

Overwogen alternatieven: SapphireIMS en Lansweeper

Redenen om voor SysAid te kiezen: It was switched because there are some features required for the operation which is not available.

Overgestapt van: Spiceworks

Redenen om over te stappen op SysAid: We chose SysAid over Spiceworks, because it contains more features.

Isidro armando B.
Isidro armando B.
Administrador SysAid in Mexico
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

All-in-one service

5,0 2 jaar geleden

Opmerkingen: El fácil acceso que tiene y funcionalidad del modulo de flujos de trabajo ayudaron a simplificar el proceso de compras dentro de la empresa.

Pluspunten:

Todos los módulos son de un uso muy sencillo si como el producto en general, la integración con los servicios de AD, correo, etc, se adapto de forma sencilla para implementar los servicios de flujo de trabajo que tenemos dentro de la empresa.

Minpunten:

No todos los módulos estan disponibles en la versión Completa, y que deberían de colocarte los al menos por un periodo para que puedas identificar las áreas que podrías automatizar con ellos.

Overwogen alternatieven: BMC Helix ITSM

Redenen om voor SysAid te kiezen: por la facilidad de uso y el costo

Redenen om over te stappen op SysAid: Costo de Implementación, costo del producto

Chris W.
Chris W.
IT Support Manager in VS
Geverifieerde LinkedIn-gebruiker
Facilitaire diensten
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

SysAid is a great product that could be a fantastic product

4,0 5 jaar geleden

Opmerkingen: We were able to get a comprehensive product that gave us the biggest bang for our buck compared to any other product. Overall we are very happy with it. Support, not so much. There are lots of things we would change, or focus on changing for sure.

Pluspunten:

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.

Minpunten:

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.

Tim H.
Group IS Administrator in VK
Medische apparatuur, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Not the bigest name but a full featured surprisingly good solution

5,0 vorig jaar

Opmerkingen: I have nothing negative to say about them. Our account manager has been excellent. As far as I can remember, we have had no outages during the last 2 years. If you are looking for an ITSM solution, at least give them a try, you might be pleasantly surprised.

Pluspunten:

Due to the help offered by Sysaid, it was easy to get the solution configured to our needs. If needed, we could have given them our requirements and they would have configured it for us. I like to learn a solution by doing the config myself, so just relied on them to point me in the right direction as and when needed. I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent. On the surface it looks quite simple but when you dig into the admin settings, it has a lot of powerful features that make it very customizable.

Minpunten:

Rendering email in the ticket was clumsy but has improved recently. It is perfectly useable but others do it better.

Overwogen alternatieven: ManageEngine ServiceDesk Plus MSP

Redenen om over te stappen op SysAid: We already use MESD in other areas of the company and we needed a SaaS solution. The MSP version wasn't available as SaaS. Having said that, we might still have chosen Sysaid even if it was.

Hitesh L.
Head of IT Servcies in VK
Financiële dienstverlening, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

SYSAID is a great ITSM Tool comparable to any other global tool but really great value for money

5,0 2 jaar geleden

Opmerkingen: We have been using SYSAID since 2012. It was easy to implement and roll out to the business. Today even our [SENSITIVE CONTENT HIDDEN] uses SYSAID to log tickets for issues.

Pluspunten:

Ease of use and setup with Asset management/Projects modules which are easy to use

Minpunten:

The reporting tool exports to Excel 2003 format. needs updating to Excel 2016 or higher

Overwogen alternatieven: Zendesk

Redenen om voor SysAid te kiezen: Cumbersome, slow, unusable and not user friendly

Overgestapt van: BMC Helix ITSM en Zendesk

Redenen om over te stappen op SysAid: Cost and as its based out of Europe, No VAT to pay giving a huge cost saving.

Eric F.
Engineer in Israël
Bouw, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

All essencials in one service desk

5,0 2 jaar geleden

Opmerkingen: IT issues such as internet/ server down, softwares not working, new hiring / off board processes, approvals trough dynamic workflows usage.
The most we like that is automated and no more manual work needed anymore which saves us a lot of time to focus on tasks with higher priority and urgency.

Pluspunten:

No need for multiple tools and softwares anymore as SysAid has all essencials in one service desk. Easy to use and friendly. Lots of 3rd parties integrations available, such as Teamviewer, Office365, Sap and much more.

Minpunten:

I like everything as is completely customizable and automated, maybe like less that the integration with softwares like Sap required a special coding and configuration but fully understand as it was based on our needs which is amazing to have the option to customize according to our requirements and needs. There are tons of softwares that dont offer this and only what it comes by default , out of the box.

Overwogen alternatieven: Zendesk

Redenen om over te stappen op SysAid: Because has all essencials in one service desk, place, no need for multiple tools, all in one. Inexpensive , easy to configure, use and very friendly tool.

Justin D.
Help Desk Administrator in VS
Hoger onderwijs, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

SysAid is Great!

5,0 8 maanden geleden

Opmerkingen: It's wonderful. It does everything we need it to and we have plenty of support in regards to the system.

Pluspunten:

Easy to use and easy to train others to use it.

Minpunten:

Customization for the site could be a lot easier.

Overwogen alternatieven: Zendesk

Redenen om voor SysAid te kiezen: OTRS is open source and free to use but everything that is done within it needs to be scripted out and is very time consuming.

Overgestapt van: OTRS

Redenen om over te stappen op SysAid: Zendesk had too many features rolled into one and a high asking price.

Andres E.
Analista Sistemas de Información in Colombia
Informatietechnologie en -diensten, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

SysAid, Excelente aplicación soporte IT

5,0 2 jaar geleden

Opmerkingen: Es la herramienta de soporte interno de la compañía, nos permite gestionar, dar seguimiento y solucionar los diferentes problemas, KPI de área IT, control de activos.

Pluspunten:

Excelente aplicación , fácil configuración, herramientas e integraciones con otras aplicaciones corporativas, funcional, reportes y estadísticas confiables, base de conocimiento para ingenieros y usuarios finales.

Minpunten:

hay algunas novedades que se requieren implementar pero no hay documentación en español

Overwogen alternatieven: Aranda

Redenen om over te stappen op SysAid: Porque el costo beneficio en la creación de una herramienta, no se tendría base de conocimiento o dificultaría la creación en comparación con Aranda la configuración es mas fácil con SysAid, la integración con AD, para ingreso de usuarios el control y hoja de vida de los activos dan valor a las actividades del área.

Adewale J.
Analyst, IT Service Desk in Nigeria
Telecommunicatie, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great User Experience

5,0 8 maanden geleden

Opmerkingen: Great graphic user interface, with awesome user experience

Pluspunten:

Ability to be able to use the analytic and reporting at convenience, creating your type of report weekly, daily or monthly. Spooling at ease when and how you want it . Sysaid CX/UX is top notch for a first time user (onboarding) easy navigation Sysaid asset lifecycle, helps with onboarding and offboarding of an employee in the business with smooth transition and great experience. Sysaid helps with right prioritization, the impact and urgency of tickets helps both the user and process manager .

Minpunten:

The chat console is not really in use, still struggles with the chat session from the administrative point of view

Overwogen alternatieven: Freshdesk

Redenen om over te stappen op SysAid: First Pricing, with UX and smooth navigation for user and admin

Lori S.
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 2 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.

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

Lorne H.
ICC systems Tech in Canada
Overheidsadministratie, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Customizable and easy to use

5,0 2 jaar geleden

Opmerkingen: Excellent we use this to keep track of our system and componets

Pluspunten:

Customizable and easy to use, Good support and the product never seems to need any maintance

Minpunten:

Some of the small things like window size on some parts of the app...small things mostly

Joe W.
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 2 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.

Luis a. D.
Senior Manager in Dominicaanse Republiek
Computersoftware, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Nice tool to manage IT Recourses

5,0 2 jaar geleden

Opmerkingen: Is good, actually, I don't conceive to manage IT ticketing outside SysAid. At first you have to be familiar with some administrative options, but in couple of hours you would be ready to go.

Pluspunten:

Powerful platform with different Approaches. I have modules to administrate efficiently your Tickets and incident related to Service Desk, and project manajement. BI and regular Reports are a hit!, you can customized all of the thing and assign timer to different stages. There as a portal that you can share with your customers to auto-services an follow-up their tickets

Minpunten:

Poor options to project management and low performance. The look'n'feel is bad, and confusing. I would prefer to avoid that module if you have some middle-size projects, and go to MS project instead.

Overwogen alternatieven: JIRA Service Management

Redenen om over te stappen op SysAid: Cloud option available, and very strong name in the market. It is a ready to go service.

Leonel L.
Application Support Specialist in Colombia
Detailhandel, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

A great IT service management tool

5,0 3 jaar geleden

Opmerkingen: for years we needed to get KPI's based on the support workload for the IT team, now we can have them with sysaid

Pluspunten:

easy to use tool for end users, and capabilities for reporting services

Minpunten:

very restricted directly access to database.

Overwogen alternatieven: Spiceworks en System Center

Redenen om voor SysAid te kiezen: cloud service

Overgestapt van: GLPi

Redenen om over te stappen op SysAid: Cost of implementation

Ahsan K.
Systems Analyst in VK
Bouw, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

SysAid

5,0 3 jaar geleden

Opmerkingen: We are using SysAid to manage our day to day incidents and requests. Along with that we have de-commisioned solar winds and intune and only use SysAId as our Asset management.

Pluspunten:

We implemented SysAid for our ticket and asset management system. SysAid is nothing but a great system which can improve productivity drastically. The thing I like most about the system is that the varieties in which it could be molded depending on customers needs. I will definitely suggest SysAid.

Minpunten:

I have not come across any cons until now.

Overwogen alternatieven: SolarWinds Service Desk en ColibriCRM

Redenen om voor SysAid te kiezen: Limited functionality.

Overgestapt van: SolarWinds Service Desk