SysAid

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Cons: -The only con SysAid has that its UI is very outdated, Also its analytics need more improvement.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

Pros: Easy to use:
The less experienced computer user quickly becomes familiar with SysAid.
Easy to set up:
Very easy to configure.

Friendly interface and clean.

Supports a large amount of information.

Cons: At the moment I have no problems with the system, everything works as I hope.

Overall: SysAid is used by the entire organization, it's very important for the registration of requests, it is used by approximately 6 areas of the company in 5 countries. SysAid has the ability to record a lot of information and find it quickly when required. The ability to get the reports is great.

Pros: Some pros are as follows:
- It is very easy to use and set-up.
- It is a very configurable application.
- It has a great user management system.
- Asset management is also a very nice features.

Cons: Rare cons as follows:
- It has outdated interface. Otherwise it is very good application.

Overall: Overall experience is very good. Their support system is awesome, they always available to help on live chat, calling and e-mails.

Pros: The end-user portal is easy to set up, modern looking and has Single sign-on. It also has the ability to create rules and allow users to email their problems in rather than going to the portal.

Cons: Reporting on the Admin side is hard to use and we don't find it particularly useful.

Overall: It is great for a ticketing system but we don't find the reports very useful, that is really the only negative side, and we wished we could use Power BI and Teams integrations with SysAid.

Pros: User Experience is quite good.
routing and escalation rules are easy to place.
Cloud system is the best.
Support is superb.

Cons: Feature requests are kind of expensive.
Customizing reports is general and difficult to code in.

Overall: Very good in almost everything. I cannot really think of any issues we have had in the past few years with this product, other than some short outages but were addressed right away.

Pros: A very complete tool, easy to configure, easy to use and with first-rate support. Its ease of configuration did not allow to have the same functionality in less than a week, at the same time we were able to implement new projects, its ease of use, allowed us to use it without the need to provide previous training to the end user, or having to create complex manuals of use, using the same from email, as through the self-service portal, finally, support has always been very useful, obtaining a complete and timely service.

Cons: I think the only suggestion is that the end user, from his cell phone, can report the cases.

Overall: I think that the tool presents itself, it has allowed us to have a help desk, which apart from being able to take IT cases, it is very easy to adapt to other areas, such as supplies and building maintenance, the mere fact of being able to try the different benefits and utilities, in a practical way and without having to install or program, the management in the cloud, without needing an additional server, makes one feel satisfied, having a support that goes hand in hand with what one It needs, at the same time, a community of easy access, where one can verify, with other users, how valuable the tool is, to finish the continuous training through webinars.

Pros: Easy to use and push to end users. great to use to track hardware. easy for end users to submit issues to IT.

Cons: Little clumsy to first setup, not the easiest to configure.

Overall: Great, helps keep issues straight and easy to move to other IT people. one button to open an issue and send to IT.

Pros: - ITSM support.
- Asset management.
- Customisation.
- Self service portal.
- LDAP AD integration.
- Automated workflows.
- Workflow and HTML E-mail builder.

Cons: - Old user interface.
- Some older integrations not as useful now.
- E-Mails harder to view on ticket than on other systems.
- Self-Service FAQ in a pop-up window, should be integrated.

Overall: Overall I absolutely adore SysAid and it empowers our admins and users to improve IT management. SysAid asset management allows us to control and manage all of our laptops and servers, at a glance to see who owns what and which tickets are associated. It allows us to streamline our leavers and joiners with workflows. Branded e-mails to end-users, requests and incidents in an ITSM package that is fully flexible to what you use ITSM for.

The only issues i've faced are that the interface could do with a little facelift. and some of the integreations aren't so useful to us specifically. I would prefer some newer ones with Office 365, Fuze, Monday etc.

The customer support is second to none and offer amazing support and service for any query or question and concern I may have. Resolving most if not all my issues on first contact in live chat.

Pros: If you need all items in one place it's the software you need, ticket, inventory, CMDB, end user portal and a lot of nice features!

Cons: Only miss a rental system but you can do it if you want.

Overall: Each day it's my go to. I can log, manage my inventory, manage patch for computer, Windows or other software.

Pros: Available on-premise and Cloud, Support in Spanish and english, topicalized options available by professional service.

Cons: Cloud is very restricted access to database, you cannot Access certain data via reports.

Overall: Good tool for ITSM, but cannot do deep analytics.

Pros: It is truly the number one help desk resource for IT administrators, it has it all.

Cons: None.

Overall: SysAid actually listens to its customers, they are there to help customers improve their IT management. They don't listen to the fads, they listen to us, the customer.

Pros: The people are very friendly and helpful. The whole system is really easy to use and works wonders.

Cons: Nothing to dislike, because of how simple it is everyone can use it.

Overall: Would recommend to anyone who needs a simple ticketing system but it's much more.

Pros: Great interface, fast response from support team, easy to set up and use in existing environment and customizable.

Cons: Complex reports are not easy to handle, needs some knowledge to set it up or a team.

Overall: Great product, great support team, awesome service delivery and the great overall experience in tracking tickets.

Pros: Robust, lots of options, strong implementation and sales team. The team guides you through the setup process and trains you at the same time.

Cons: A little overwhelming on how many things you can do.

Overall: Great product and we are excited to roll out to other departments for their own solutions.

Pros: -Good managing Time to resolve on Service Requests
- Excellent Support when there is an issue
- Basic reporting for Service Requests
- Very good using templates, and predefined expected times
- Good for handling statuses for requests

Cons: - Complex reporting with 2 or more tables involved
- Database integrity

Overall: It is easy to use. User friendly. Excellent to control incidents and requests.
Helps to improve SLA and control for how our technicians work on the incidents.