SysAid

Pros: The software has the features necessary for a company of it solutions. The personalization of fields and templates isn't hard.

Cons: The software needs an integration with some BI tools for statistics generation. This needs a manual about the detailed use of the BI Analytics and the software integration with third party software.

Overall: I think that SysAid software is perfect for helpdesk administration. The function that this has is adaptable to any company.

Pros: - It can be customized heavily according to the organization's needs.
- It can be easily integrated with other software.
- The customer support is quick and responsive.
- The pricing is quite affordable and provides value in return.

Cons: - The graphical user interface of the software can be improved.
- Ticketing system does not provide all the basic functionalities.

Overall: Overall, SysAid can be used as a helpdesk for any company or organization. Also, it is highly customizable and comes with a great price point.

Pros: - Sys Aid allows the user to access multiple tickets at a time.
- It is one of the easiest to use management and helpdesk tool for the end user because of its categorized layout and user-friendly UI.
- There are multiple useful features like accessibility, scheduling and reports accuracy.

Cons: - The initial implementation requires a lot of time can be a big hassle for a common user.

Overall: Overall, Sys Aid is a great tool to be used by whole departments to create tickets, service and change requests and problem requests.

Pros: All the functions of ITSM built in, easy to use interface with a great selfservice portal for customers. Help Desk ticket category routing. Great for filtering specific requests to specific IT staff. A lot of useful Dashbaords and prebuilt templates for reporting.

Cons: Does need some improvements on the admin user interface.

Overall: Great all round tool for ITSM with great support to go with it. If you're looking for a tool that does ITSM and want value for money then SysAid is the tool to use.

Pros: 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.

Cons: 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.

Overall: 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.

Pros: There are a ton of options and settings that you can configure in the product. They have an AMAZING support team.

Cons: Configuration seems hard to find the options you are looking for at times. Definitely need to plan out a rollout of this product.

Overall: For all we use this for, it is a fantastic product, and we're glad that it's now a cloud solution instead of needing a server on-prem.

Pros: It has a built-in asset management solution which helps you to view, secure and manage your assets from within your service desk.
It's in built automation capabilities saves desk agents from manual and repetitive tasks.
Great customization options.
Easy tracking of service tickets.

Cons: The only thing I feel right now, is that the User Interface needs some improvement.

Overall: Overall, it's a great ITSM software with a lot of customization option available. It has rich features and is competitively priced.

Pros: - The support provided is very effective.
- The workflows are pretty good and easy to manage.
- We can assign multiple tickets for the same group at the same time.
- The tickets and service request can be closed very quickly.
- Sys Aid is straightforward to use tool for the end-user.

Cons: - The mobile version of the application has some limitations, like entering time.
- Microsoft Software integration is missing.

Overall: Overall, Sys Aid can be effectively used as a help desk or an asset management tool by any organisation. The price to performance ratio of the software is also quite amazing

Pros: - It is very easy to set up and install Sys Aid.
- It is very integration-friendly, can be integrated with almost all the relevant software.
- It has some useful features like asset management and tracking.

Cons: - Licensing is only limited to 250 assets.
- The GUI can be improved.

Overall: Overall, SysAid can be used as a helpdesk by any organization, from small to big. It offers some useful tools like asset and patch management.

Pros: 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 queue.
Active Directory integration is fantastic.

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

Overall: Sysaid is being used at our organization as an ITSM tool to effectively deliver IT services to our cooperate organization.
We are using it for Ticket management, Self Service Knowledge base, Asset Management, Patch Management and reporting.
The goal is to eventually roll this out to our entire global footprint.

Pros: This product was simple to configure and allowed us to set up a custom UI for our internal customers. We (IT) enjoy the ability to make changes that take effect immediately. The users of the system like its format and ease of use.

Cons: Our company is made up of three distinct teams with different email addresses. Only one of them can be configured to be end users; the others use the system as guests. When you are a guest, you have no visibility into your personal ticket status or history.

Overall: We like the application a lot, had great experiences with both the sales team and with the support person who helped us with configuration. Overall, they were very responsive.

Pros: - The software is quite easy to learn and use.
- It has the best compatibility for ticket and asset management.
- You can do mobile scanning of assets and easily do the tracking.

Cons: - The features are only limited to the cloud version.

Overall: Overall, SysAid is a versatile business software that works as a help desk for your organization. It serves almost all your purposes with its powerful tools.

Pros: SysAid provides us with very complete tools for optimal management within Call Centers. It offers a varied system of communication channels which gives us different strategies to engage our customers again. It is also excellent for the elaboration of reports and reports with the information of the users in our database.

Cons: The service offered by SysAid has a value of 89USD per team, which compared to other providers is very expensive. In addition, the application search engine does not provide detailed information based on customer experience with our service and does not provide support solution to improve the experience.

Overall: In general terms, having this service requires a very high investment. However, we highly recommend this tool since it channels a mandatory contact with customers based on their different contact extensions. It also has a very easy to use platform and has generated an increase in internal productivity and growth in terms of quality of service.

Pros: -The installation and initial setup are quite easy.
-Its UI is straightforward and very quick and easy to use.
-It has built-in asset management tools for a better user experience.
-The customer service is quick and helpful.

Cons: -The only con SysAid has that its UI is very outdated, Also its analytics need more improvement.

Overall: Overall, SysAid is an extremely useful tool for any organization, it is easy to use with a simple UI, there are some cons but they can be fixed updates.

Pros: SysAid gives the idea of managing all the assets, by ensuring that all resources are put on board, and there is proper advancements. Again, SysAid helps in solving the many problems that organizations may face.

Cons: SysAid cloud version lacks some features, which developer should include. But the tool is always working and resolving problems.

Overall: SysAid gives company the plan of rectifying many problems, which gives the ability of managing tools and other business assets.

Pros: The relationship of the tickets with the equipment to keep a history of failures, the creation of tickets and the suggestions of possible solutions at the time they create these for the end user and Inventory management, upcoming maintenance dates, warranties expiration date alerts, etc. They are very effective and very helpful for better administration.

Cons: The remote support function I think could be improved, the alerts module I think could be easier to configure and in the reports module it could be improved for the creation of new reports

Overall: It is a very simple tool to use, the training required to implement it is minimal and it is also very simple for end users. There is a quick guide to configure and it was the only thing we used to configure the tool. The response of the users was good to the implementation because they did not feel that it was a big change that complicated the request of tasks by the IT department.

Pros: The easy setup and the superb support for all questions
The end user portal is self explanatory and the AD sync makes admin work easy.

Cons: The reporting function could be a bit more detailed.

Overall: Overall we are very happy about our decision to use SysAid as our Helpdesk tool and would decide again for it if we would need to do so again.

Pros: 1. There are 2 delivery platforms to choose from - on the Cloud or on the premises.
2. Being able to have all the asset data within each ticket.
3. Enables lightening fast ticket resolution time.

Cons: It's a bit on the pricey side, but very worth it for all of the efficiency it offers.

Overall: I think the best feature of this program is the ability for this program to have all of the asset date within each ticket, which makes it so you don't have to jump around to find information. The ticket is resolved more efficiently with this feature.

Pros: They state the solution step by step and asking for confirmation if there is any other question I have regarding this request.

Cons: It is a very powerful ISTM tool, but quite a bit of customization to get it perfect. It does take me some time to learn each future they offer and how you can combine them and make automation happen.

Overall: "Great customer service support. They listen to the customer need and ask for more information, so they have a better idea of our needs."