SysAid Help Desk Software

Pros

I love the ticket system SysAid implements .As far as I am aware,it is customizable and subject to my preference .It enables me to explain my technical issues ,when I have them , at great length , which in turn helps our IT techs to resolve them as quickly as possible .Being able to see your ticket history is also very useful .

Cons

The original configuration can be hard to set up and takes a while . Admittedly, I am not involved with that part of the process and it is feedback I have received from colleagues .

Pros

I like how organized the ticket system is and that you can always follow the progress with your requests / issues . The option to see previous history is also a nice perk .

Cons

The design is heavy-handed and you need a proper introduction to SysAid before you can use it properly.

This enables us to link our support email address to the software for automatically directing the incident to the correct mailbox and ensures that not request will get lost in the system.

Pros

The software enables us to easily track all requests or incidents logged by employees or clients. Different roles can be created for the different departments. The users are always awared of the status for the ticket/request.

Cons

I can not mentions anything negative. Without this software our request tracking will be a nightmare

Pros

The value was pretty good for what you get out of the box.

Cons

The set-up was cumbersome and lacked the ease of use I had hoped for.

This ITSM software is perfect to implement Help Desk and Assets Management inside any organization, in my case the Cloud version helped me to automate customer service (internal & external) with successful results, the deploy of this software was fast and I counted on SysAid technical support all the time needed.

Pros

- Allow the implementation of ITSM, Help Desk and asset management quickly.
- Consists of a modular system.
- Extensive documentation and tutorials available.
- Integration with other software.
- Provides versions of Cloud and On-Premise.

Cons

- Least of support for other languages different from English.

It provides mass communication to the IT team which is good because it keeps everyone on the same page.

Pros

SysAid is my company's go to for IT help. We submit tickets here to for any issues we may be having with technology or electronics. It is easy to fill out and allows you to be thorough.

Cons

The repair time is completely dependent on the staff. The program itself is productive in what it is meant to do.

Pros

I loved this software, once you got beyond the intial setup, it made ticket creations, assignment, and conclusion very easy.

Clients loved being able to create tickets for issues rather than having to pick up a phone, text, or send an e-mail in hopes someone responds. Now they can quickly check the status of a ticket, add notes/screenshots, see response times, and know when work has been completed.

Customer support was very helpful, even on the free version to any questions I had.

Cons

Setup. Oh boy setup. This software requires a few hours of initial setup time, web server configuration, and an idea of how you want your workflow to happen.

You'll need to provide clients with a small tutorial on how to use it, but once you get over that hurdle it's easy going.

The ability to track incidents, requests, changes and much much more.

Pros

We use this system 100 times a day for tracking incidents, inventory, and archiving information. Over the years I have used everything from Footprints, Track-it, and Maximo. I can honestly say this in my opinion is the best one for an administrator.

Cons

The only con I have is access to support. We are located in America and SysAid is in Israel so sometimes getting a window of available time because of the time zone differences can be problematic. On the other hand the system doesn't really give us any issues.

Pros

This is a good and simple software to use. With the agent, it makes it very easy to take care of the inventory.

Cons

The big cons that I have about this software is that it is kinda expensive but overall, I think it is worth the price.

Pros

Ability to create reports and automate them. Categories can be created for anything as deep as 3 subcategories.

Cons

Maintenence used to be fairly cost effective until they realized there was more money to be made. Annual fee increased by 9x what we've paid over the past 8 years. Unacceptable.

What I get from this software is that it organized and maybe to find all the work tickets from previous weeks or months

Pros

what I like about this software is that you can look up the ticket with just a name if the person does not remember their ticket number. This helps because I get a lot of people who don't remember their ticket number or they can't find it in their emails.

Cons

What I don't like and would like it to be fixed would be that fact that at the home page where all the work tickets are their is a search bar on the top where you can search the work ticket but, like in my PROS where we can look up the name you can't do that with that search bar. You have to go to service desk and all and look it up there.

Pros

We evaluated several products however this one had it all. It was easy to purchase, configure and implement. Has great reporting features and dashboards.

Cons

Additional cost for extended business reporting however it might be worth it down the road as you collect more data and implement more ITIL functionality.

Pros

The ability to enter all your work tickets, and capture all the receipts with my phone's camera, is a real time-saver. And everything is uploaded and stored in the cloud, so I can work anywhere and anytime.

Cons

It doesn't have a very good mobile application that you can use. It takes a long time to load and bounces you out at times.

360 managment of the IT help desk

Pros

The system is very intuitive and user friendly. I like the idea that users can open a ticket only via the e-mail.

Cons

The system does not contain advanced options of SLA management. The system screens have limited customization options

Pros

SysAid is a powerful tool for managing your own IT service. The modules of the program contain all the best practice at the moment for organizing work. Enumerate all the possibilities you can endlessly.

Cons

The main disadvantage is the insane price, because of which the product is simply not available to small teams. although competitors have much more sparing tariffs, calculated for companies of different sizes.

Pros

Easy to navigate through the platform, and are able to select the amount of data you want to store. Ability to to have multiple users, to add and update items. Notifications for renewals are also really helpful.

Cons

There may have been an easier way, but entering each asset in the beginning took a fair bit of time. Also, when renewals came up, the new subscription end date had to be manually adjusted.

Pros

Easy of tracking work orders and warranty work is made easily. Functionality to see others work orders is handy. Easily produces reports for Work in Progress.

Cons

Can be clunky at times. Is not en entry level program, so may require some more intermediate computer skills.

Pros

We have been experimenting with SysAid as a service request/ incident management tool in organization. It creates an easy to use, web-based portal for our end users and administrators. The features of SysAid supports how large intakes of requests/incidents. They are organized. Tracking is made easier as well.

Cons

Little support from the site as customer service response is slow. The reporting aspect could be improved.

Pros

The cost to own this application is externally lower than most of the other Helpdesk software on the market. The ability to create a ticket from an email is a plus, because it reduces the time it takes for the Helpdesk agent to record a fault or request. Also, the application can utilise open source databases such as MySQL to store its' data, which results in a massive reduction in the cost of ownership.

Cons

I think the application needs to be a bit more optimised for use in large organisation due slowness issues when a large number of persons are using the system at once.

Overall this product is something to consider when looking for a management tool, tracking of assets and keeping up with user request.

Pros

This entire system is set up to run an IT help desk. Great asset visualization and network detection. Its features are rich, configurable, and highly-scalable help desk solution suitable for any business especially large organization like mine.

Cons

Has an overly tabbed and sectioned user interface (UI). The user interface (UI) was not easy to understand at a first glance.