Avaliações do SysAid

A facilidade e a rapidez do atendimento da matriz quando ocorre de ter dúvidas

Documentação acho que poderia ser mais atualizada e as versões deveriam atualizar mais vezes

SysAid offers a wide range of ITSM tools, including incident management, problem management, change management, asset management, knowledge management, and more. This comprehensive suite enables organizations to efficiently manage their IT operations in one platform.

Managing SysAid effectively may require dedicated IT resources for setup, customization, and ongoing maintenance. Small organizations with limited IT staff may find it resource-intensive.

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

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.

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.

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.

It is very user-friendly and easy to use.

It can get confusing sometimes with picking out the right option.

The user-friendliness of the product is really good.

Very easy to create the workflows and easy to customize the workflows.

We can easily manage our incidents, requests, problems, assets, etc... and the support of SysAid customer care service is very much appreciated.

The pricing of the SysAid is a little bit higher when compared to the other products.

The ease of managing helpdesk incidents and accountability that goes along with this

Lack of flexibility on editing end user submission form

The system seems to have a very robust backend that can handle many tasks and will be able to scale well into our future of growth.

I miss some features from systems that I used at previous jobs. The admin UI could a lot of improvement and simplifying. Also missing a mobile application.

SysAid has helped me manage the incidents and log incidents efforlessly
using various channels like email, the self-service portal, or directly reaching out to the staff which made reporting issues quick and hassle-free.

They do not have free trial for a long time with timited features.

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

Customization for the site could be a lot easier.

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 .

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

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

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.

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

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.

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.

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

SysAid offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased.

Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

the ability to be able to build and setup the system without hire new employees

the workflow and the asset managements not intuitive

The ease of use for the end user, and opening up of several ways of communication between the end user and support team, and the ability to keep the end user upto date with the progress of their submitted ticket.

customising some areas can be a little complex, I'm sure will get easier with more use.

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

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.