SysAid

Ferramenta de ITSM modular e simples de usar e central de serviços poderosa

Classificação geral

4,5 /5
(393)
Relação qualidade/preço
4,5/5
Recursos
4,4/5
Praticidade
4,4/5
Suporte ao cliente
4,5/5

91%
dos usuários recomendam este app
Classificar por

393 avaliações

Javier
Classificação geral
  • Setor: Gestão da educação
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

My experience with SysAid

Avaliado em 05/09/2019

My experience is very good, we have already used it for 4 years and we have never had big problems

Vantagens

It is very easy to use for the administrator and for the end user.

Desvantagens

The software has changed a lot, but when I implemented it it was all manual

Justin
Classificação geral
  • Setor: Educação superior
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

SysAid is Great!

Avaliado em 26/10/2021

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

Vantagens

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

Desvantagens

Customization for the site could be a lot easier.

Alternativas consideradas

Zendesk Suite

Razões para escolher o SysAid

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.

Razões para mudar para o SysAid

Zendesk had too many features rolled into one and a high asking price.
Avaliador Verificado
Classificação geral
  • Setor: Arquitetura e planejamento
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 4.0 /10

Feature-rich but clunky

Avaliado em 07/12/2017

Full help desk ticket tracking as well as workstation polling.

Vantagens

Does a great job at tracking and managing helpdesk tickets as well as your environment. Allows for multiple users which can trade off tickets. Very configurable to your requirements. The cloud-hosted version has never had an un-planned outage since we began using the product.

Desvantagens

Very clunky interface, certain items do not work in Chrome certain items do not work in IE, the polling client on workstations updates every minute which results in an extremely high connection rate which throws off firewall reports (It's not mission critical every hour or two would be fine), need a lot more polish compared to other options now available, customer service is not US based and very quick to dismiss you.

Resposta do SysAid Technologies Traduzir para o Português

We have made vast strides in modernizing our user interface - we recently released a new interface for the end users - our Self-Service Portal, and next up is the admin interface.
Our Agent technologies polls the server / RDS every 30 seconds for messages in order to allow online features such as broadcast messages to end users, initiate a remote control session, initiate a chat with end users and more... the packet sent/received is extremely small and does not cause any significant network traffic. The one time FULL computer inventory sent after initial deployment is a bit larger ~ 300K - that is what you may have seen in your FW traffic. Your account manager will be happy to review this with you.

Cynthia
Classificação geral
  • Setor: Serviços financeiros
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Sys-Aid Review

Avaliado em 06/12/2022

Overall our experience has been good. We use this product and a few modules within it. We also have other departments using it to manage their tickets.

Vantagens

The best feature is the self unlock tool for end users and the ability for them to get suggestions on KB articles to read themselves as they are entering in their ticket.

Desvantagens

Workflows are hard to set up and support is not helpful with this.

Eric
Classificação geral
  • Setor: Construção
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

All essencials in one service desk

Avaliado em 17/06/2020

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.

Vantagens

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.

Desvantagens

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.

Alternativas consideradas

Zendesk Suite

Razões para mudar para o 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.
Adewale
Classificação geral
  • Setor: Telecomunicações
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Great User Experience

Avaliado em 20/10/2021

Great graphic user interface, with awesome user experience

Vantagens

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 .

Desvantagens

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

Alternativas consideradas

Freshdesk

Razões para mudar para o SysAid

First Pricing, with UX and smooth navigation for user and admin
Luis A.
Classificação geral
  • Setor: Software
  • Porte da empresa: 2 - 10 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Nice tool to manage IT Recourses

Avaliado em 13/06/2020

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.

Vantagens

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

Desvantagens

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.

Alternativas consideradas

JIRA Service Management

Razões para mudar para o SysAid

Cloud option available, and very strong name in the market. It is a ready to go service.
Michael
Classificação geral
  • Setor: Escritório de advocacia
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

A great product.

Avaliado em 21/01/2021

Great

Vantagens

The constant improvements and how they take in suggestion from the users.

Desvantagens

Really nothing, the only thing I can say bad is it has so many great features that it is difficult to use them all. you really need to plan out the implementation.

FREDERIC
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 2 - 10 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Very good ITSM tool

Avaliado em 23/04/2020

Very good experience since the first contact sales support and presentation, implementation support is great

Vantagens

capabilities of the tools, Gui, look &feel, flexibility, configurable, CDMB

Desvantagens

nothing about the software but maybe the fact that they are not providing on site implementation support. we were not used to that but it is going quite well

Alternativas consideradas

TOPdesk

Razões para mudar para o SysAid

more functionalities, more flexibility and integration capabilities
Chris
Classificação geral
  • Setor: Serviços de Facilities
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

SysAid is a great product that could be a fantastic product

Avaliado em 31/10/2017

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.

Vantagens

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.

Desvantagens

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.

Sanjay
Classificação geral
  • Setor: Serviços financeiros
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

SysAid Review by Sanja Campbell of Jamaica Stock Exchange

Avaliado em 03/09/2020

Overall it has been great. Our admins have greater visibility of the tickets submitted. our end users love the product as well.

Vantagens

tracking of tickets and issues are simple.
centralized hub. I can send messages and update my tickets from one location
I like the live chat feature as well
the auto notifications make my life easier as well

Desvantagens

I cant think of an element i do not like.

Alternativas consideradas

ManageEngine ServiceDesk Plus e Zendesk Suite

Razões para mudar para o SysAid

cost was competitive features provided were superior in comparison to the competition
Lunzayiladio
Classificação geral
  • Setor: Bancos
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Best Helpdesk Ever

Avaliado em 22/10/2020

I work whit this platform onPremise, for a years, and I find verry suitable for our organization

Vantagens

Clean, fast, flat, elegible, support works fine and fast

Desvantagens

Some limitations on customize somes reports

Alternativas consideradas

ManageEngine ServiceDesk Plus

Razões para escolher o SysAid

We found that SysAid fullfill our needs

Razões para mudar para o SysAid

price, simplicity, efficiency, easy managment
jason
Classificação geral
  • Setor: Hospitais e Saúde
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Reasonably priced and fully featured

Avaliado em 30/06/2022

Vantagens

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.

Desvantagens

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.

Ahsan
Classificação geral
  • Setor: Construção
  • Porte da empresa: 11 - 50 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

SysAid

Avaliado em 30/08/2019

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.

Vantagens

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.

Desvantagens

I have not come across any cons until now.

Alternativas consideradas

SolarWinds Service Desk

Razões para escolher o SysAid

Limited functionality.

Software anterior

SolarWinds Service Desk
Frank
Classificação geral
  • Setor: Hospitais e Saúde
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

SysAid Helpdesk

Avaliado em 08/04/2019

Excellent! We have used it for many years. Our users like our seasonal theme on the home page. A really nice feature is the ability to keep track of instructions on procedures and how-to articles. We used to keep electronic documents for all that and still have some but having most of them in one place all categorized has made it much easier to find the one we need.

Vantagens

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.

Desvantagens

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.

Paul
Classificação geral
  • Setor: Gestão da educação
  • Porte da empresa: 501 - 1 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

An invaluable tool for the management of IT Support

Avaliado em 08/06/2020

The remote control feature as assisted us a lot in the current Covdi-19 lockdown and Sysaid as still allowed us to provide the end users with IT support while still working from home.

Vantagens

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.

Desvantagens

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

Phil
Classificação geral
  • Setor: Gestão da educação
  • Porte da empresa: 501 - 1 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Affordable IT management tool for education users

Avaliado em 17/11/2022

SysAid helps us deliver a support service with ease. The self-service portal really helps provide a central support hub where our end users can request further support or a variety of self-support material which we've pre-populated. Our overall experience both with the software itself and the support from SysAid has been brilliant.

Vantagens

SysAid is so easy to setup and, right out of the box, guides you through an easy installation process (we use the on-prem version) Our end users interact positively with a well designed web GUI and local system agent. The green desktop icon is our 'go to' for support and certainly plays a big part in our support service offering.

Desvantagens

Minor things really, we've used this software for a while now and grown as a support service with it. With regard to upgrade paths, we'd like to see a single 'rollup' upgrade rather than incremental patches as this would help to reduce our downtime. Some further customizations (branding) to the GUI would also be great, different themes for instance.

Michael
Classificação geral
  • Setor: Saúde, bem-estar e condicionamento físico
  • Porte da empresa: 501 - 1 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Great product, wish we had the full version

Avaliado em 30/07/2020

We have had great success with Sysaid and truly rely on it everyday. We have improved several internal business processes for IT and Facilities by leveraging Sysaid and have greatly improved internal communications. We are interested in possibly upgrading to the full version in hopes of creating more automated processes, improving change management and implementing more project management techniques because of the benefits we have derived from the existing implementation.

Vantagens

The flexibility of the configuration, the automation, integrations and general ease of use are the aspects that we like most about Sysaid. We use Sysaid for far more than just the IT help desk and ticket tracking and we do not have the full version.

Desvantagens

This is difficult for us as we do not have the full/complete version of Sysaid. My natural instinct is to dislike the fact that we do not have several of the features that would improve our operations without the added licensing expense. However, with the version we do have, the reporting, especially the custom reporting, could be improved.

Ryan
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 501 - 1 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Great value for robust Help Desk software

Avaliado em 07/05/2019

Prior software (SchoolDude) was not made for IT Help Desk and was not user-friendly for any users. SysAid was about the same price and is IT-specific tool. Easy implementation and on-boarding of new product was nice.

Vantagens

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

Desvantagens

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

Alternativas consideradas

Spiceworks e Freshdesk

Razões para mudar para o SysAid

Primarily cost and ease of implementation.
Ivan
Classificação geral
  • Setor: Automotivo
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 3.0 /10

not satisfied

Avaliado em 31/10/2017

The toll to manage requests, incidents, changes, and assets. But we want to have more freqvent technology feature updates.

Vantagens

Ease for translate to diferent language. Sory but that is only thing which come to my mind for the pros.

Desvantagens

Old fashion design / tehnology. Poor browser support. There is no suppport for copy/paste. There is almost no developnent of new features and / or use of new tehnologies (like HTML5 etc). Slow tehnical support. Look's like unfinished product.

Resposta do SysAid Technologies Traduzir para o Português

Hi Ivan, your feedback is truly appreciated, thank you for sharing it.
Currently we're in the middle of rolling out our completely new user interface, based on HTML5 and it includes drag & drop file capabilities and so much more. We first released it in our new reporting module that was upgraded last year, and recently in our newly launched Self-Service Portal. At the moment, we're also working on a new interface for the Admin side of things as well as investing in new technologies and implementing them within the product, as part of our roadmap. We hope you'll continue to provide us with your feedback as we continue to improve our interface

Ryan
Classificação geral
  • Setor: Bens de consumo
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

sysaid is een goede helpdesk programma

Avaliado em 21/06/2022

good program

Vantagens

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.

Desvantagens

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

Alternativas consideradas

TOPdesk

Razões para mudar para o SysAid

teh interface looks better to me
Elinam
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

SysAid ITSM Application Review

Avaliado em 22/09/2022

It has so far be a a good tool. Hoping for more exciting dashboards

Vantagens

I like the fact that you can track history on the tickets logged by users. As a customer experience analyst am able to put myself in the place of the customer and be able to push for faster resolution from the resolver.

Desvantagens

The tool cannot give me a trend analysis of same issues logged by the many users.

Joseph
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

SysAid Tool Review

Avaliado em 22/09/2022

SysAid ITSM has made it easier to track and recall approved changes. It has made audit easier as we can spool report for only major changes.

Vantagens

The product is easy to use and can create workflows to accommodate the type of changes in ITIL.

Desvantagens

The product does not have the capability to notify Configuration Item owners of approved changes

Avaliador Verificado
Classificação geral
  • Setor: Indústria têxtil
  • Porte da empresa: 5 001 - 10 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Sysaid es Excelente

Avaliado em 03/07/2019

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

Vantagens

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

Desvantagens

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

Juan
Classificação geral
  • Setor: Seguros
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Personal opinion

Avaliado em 12/09/2020

I do not remember have problems with this tool is very stable.

Vantagens

It´s the most tool easy to deplo and use for final users. Completed with other moduls tolls like CMDB inventory, etc.

Desvantagens

For me is the rigth toll we have to use It´s complete and easy to use.

Alternativas consideradas

ServiceNow

Razões para mudar para o SysAid

It´s very accesible