SysAid

We can track resolved incidents and help customers solve them quickly

Comments: 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.

Pros:

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.

Cons:

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.

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

Comments: 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).

Pros:

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

Cons:

-Workflow Design is powerful but has a learning curve

Alternatives Considered: ManageEngine ServiceDesk Plus and TOPdesk

Reasons for Switching to 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.

Not so great customer service.

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

Pros:

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

Cons:

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.

Sysaid, the Tool to Bridge Customer and Support Gap

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

Pros:

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

Cons:

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

Alternatives Considered: FootPrints and ServiceNow

Reasons for Choosing SysAid: The remedy product no longer served our purpose as a growing business

Reasons for Switching to SysAid: The ease of use, and also the price as well as its ability to meet majority of the company's needs

SysAid - Simple Solution, Big Outcome

Comments: 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.

Pros:

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.

Cons:

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.

Alternatives Considered: ServiceNow Customer Service Management and ManageEngine ServiceDesk Plus

Reasons for Choosing SysAid: No longer fulfilled our growing list of requirements.

Switched From: ServiceNow Customer Service Management and ManageEngine ServiceDesk Plus

Reasons for Switching to SysAid: Cost and Versatility