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Über SysAid

SysAid, die Next-Gen-generative KI-Helpdesk-Plattform, optimiert und automatisiert IT-Ticketmanagement und Servicebereitstellung.

Erfahre mehr über SysAid

Vorteile:

The product is very easy to use and it's efficient. It has saved us time and money many times and I am sure it will continue to do so in the future.

Nachteile:

Lack of On-premises mobile application version.

Bewertungen zu SysAid

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4.5
Kundenservice
4.5
Funktionen
4.5
Preis-Leistungs-Verhältnis
4.6

Weiterempfehlungsquote

8.8/10

SysAid hat eine Gesamtbewertung von 4.5 von 5 Sternen basierend auf 444 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (444)

Sarah
Sarah
System Administrator in USA
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

We can track resolved incidents and help customers solve them quickly

5.0 letztes Jahr

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

charles
VP of IT in USA
Krankenhausversorgung & Gesundheitswesen, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

SysAid best helpdesk software hands down

5.0 vor 2 Wochen Neu

Kommentare: my experience has been nothing but positive. the software works like it should and if I run into trouble the support is excelent

Vorteile:

ease of use, patch management, remote support and asset tracking. SysAid's support is second to none

Nachteile:

I have nothing bad to say about their product, it does everything that I need

In Betracht gezogene Alternativen: Zendesk Suite

Warum SysAid gewählt wurde: spiceworks was more expensive and did not have the functionality I was looking for

Zuvor genutzte Software: Spiceworks Cloud Help Desk

Gründe für den Wechsel zu SysAid: easier to use, cost and functionality of the product

Jae
Network Engineer/Administrator in USA
Transport/Güterfrachtverkehr/Schienenverkehr, 51–200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Behind the times.

3.0 vor 7 Jahren

Kommentare: A haphazard ticket system that sometimes works better then nothing at all.

Vorteile:

I like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true.

Nachteile:

Customer service is HORRID! To the point of complaints have to go to CEO of SysAid and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated. Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO.

Antwort von SysAid Technologies

vor 7 Jahren

Thank you for your honest feedback. We understand that life is not always perfect, but we want to have open communication with our customers to keep improving. Sometimes, our CEO jumps on welcome calls with clients, and personally introduces herself. You happened to be on such a call. To answer your issues: Mobile apps - We¿ve been working on new apps for the past few months and are currently releasing them to the App Stores. The iPhone app is available and adopted to iOS 11, and a new Android app is currently being uploaded. Agents and asset management - We¿re working on a better user experience to deploy and manage agents and are constantly introducing updates. Product interface - We just released a new user experience for end users in our Self-Service Portal and are currently upgrading the admin user interface. Take a look at the new Self-Service Portal, to view the new UI we¿re releasing. Your account manager will contact you tomorrow to make sure your issues are addressed

Daniella
Administrative Analyst in Brasilien
Verbraucherdienste, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

My experience with SysAid

5.0 vor 3 Monaten

Kommentare: As an end user, we have a self-service portal that is very easy to understand, access open tickets, interact with analysts, etc...

Vorteile:

the practicality of handling tickets where analysts have several tools available in the form to use, in conversation with the user they can send notes on the ticket or send an email to the user, messages that reach the user instantly , and in the analyst's activities part he can detail the steps he took on that ticket, everything is very detailed and the history is saved.

Nachteile:

We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc...

Peter
IT Asset And Configuration in Ghana
Informationstechnologie & -dienste, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Fantastic SysAid

5.0 vor 8 Monaten

Kommentare: It has been a great journey using SysAid since 2019. We have always had a good understanding and agreement for each request we submit.

Vorteile:

I like the workflows and the BI Analytics. With the workflows, we have been able to build processes for some support teams in resolving issues. Same workflows has helped streamlined our change approval process. With the approval process in place in SysAid, we no longer face audit exceptions on no approval was obtained from a stakeholder before CAB. Service Review meetings has been more insigtful with the use of the BI Analytics to provide data for tickets resolved by each support team , as well as review tickets pending and aging.

Nachteile:

I do not like the fact that the Knowledge base management cannot give a comprehensive report on usage. They are only show most viewed articles based on a cumulative count of viewers.

In Betracht gezogene Alternativen: ServiceNow

Gründe für den Wechsel zu SysAid: The product suited our budget and it has proven that it worth buying.

Rachel
Desktop Support Supervisor in USA
Lebensmittelproduktion, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Great Addition to our Service Desk

4.0 vor 7 Monaten

Kommentare: Implementation went pretty well for us, we did not have a ton of customizations needed before go live so that made it easy as well. However we did use the customization features for the SSP after go live to revamp what we did create. As well as the work flows, this comes in handy so much for purchasing and access approvals.

Vorteile:

Knowledge Base Customization of workflows, categories, SSP, pretty much anything. Work Flows Patch Management Reporting feature Asset Management Integration of Azure, Teams Chat bot, Power BI

Nachteile:

The Remote Control feature is a bit wonky and needs updating. We also discovered that Merging ticketing may be easy, but the updating of the categories for those tickets is not automatic. That is not a huge deal since we really do not merge many tickets.

In Betracht gezogene Alternativen: Halo Service Desk, ServiceNow und Zendesk Suite

Warum SysAid gewählt wurde: We needed more functionality then what was offered in our previous software.

Zuvor genutzte Software: ManageEngine Endpoint Central

Gründe für den Wechsel zu SysAid: SysAid gave us what we were looking for and at a fraction of the cost as the others.

Lillian
Lillian
Human Resources Generalist in USA
Verifizierter Nutzer auf LinkedIn
Krankenhausversorgung & Gesundheitswesen, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Great ITSM platform with great capabilities

4.0 vor 10 Monaten

Kommentare: SysAid is the answer to the issue of manual customer management. We utilize it for contract and renewal management, automated responses to customer support questions, and onboarding of new services.

Vorteile:

The platform's pre-built functionality is excellent for handling support tickets, and it's highly customizable to fit any organization's specific requirements. Having the option to make your own folders and processes is quite useful.

Nachteile:

There are so many settings and options to configure in this program that we often find ourselves lost. There can be post-update issues on occasion. Since I only have 5 administrators and the bare minimum license, I can't generate nearly enough reports.

Sandra
IT OFFICER in Ghana
Bankwesen, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

sysaid reveiw

5.0 vor 2 Wochen Neu

Vorteile:

Customizations and readily available support

Nachteile:

The mobile app has received criticism for being less functional and not as polished as the desktop version. Users have reported it to be slow and lacking essential features

Giacomo
Communications Manager in USA
Hausmeisterservice, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

SysAid Has Been a Reliable and Simple to Use for IT Service Management

5.0 vor 2 Monaten

Vorteile:

This brilliant solution has been easy to implement tool for IT service management. I like the reliability of SysAid. SysAid is so accurate.

Nachteile:

SysAid is reliable and flawless to use. No challenges when using SysAid.

James
ICT Specialist in USA
Molkerei, 1’001–5’000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Ok ticketing system

4.0 vor 2 Wochen Neu

Vorteile:

Dashboard showing progress of open tickets Ticket tracking

Nachteile:

Lack of proper formatted email Lack of Approval process for Employee Provisioning Lack of choosing an option 3 without choosing options 1 and 2. Should select those options off of the last option chosen.

Justin
Help Desk Administrator in USA
Hochschulbildung, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

SysAid is Great!

5.0 vor 3 Jahren

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

Vorteile:

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

Nachteile:

Customization for the site could be a lot easier.

In Betracht gezogene Alternativen: Zendesk Suite

Warum SysAid gewählt wurde: 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.

Zuvor genutzte Software: OTRS

Gründe für den Wechsel zu SysAid: Zendesk had too many features rolled into one and a high asking price.

Winners
Support Engineer in Südafrika
Computer-Software, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

User friendly and email integrated

5.0 vor 2 Jahren

Kommentare: Excellent, meet its expectation

Vorteile:

Fast, reliable customer support User friendly, keep tracks of time time spent on the project and notifying other users Email interacted keeps tracks of new updates

Nachteile:

There lot of template on the admin site that you need to configure according to your company goals, you will need more knowledge on the admin site to configure according to your company specification

In Betracht gezogene Alternativen: Freshservice, SolarWinds Service Desk und JIRA Service Management

Gründe für den Wechsel zu SysAid: Company Client SysAid integration Email alert notification Project Management

Kevin
Global Information Technology Manager in USA
Konsumgüter, 1’001–5’000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

SysAid the ITSM that you need.

5.0 vor 3 Jahren

Kommentare: We are using it for Ticket management, Self Service Knowledge base, Asset Management, Patch Management and reporting.

Vorteile:

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 que. Active Directory integration is fantastic.

Nachteile:

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

In Betracht gezogene Alternativen: ManageEngine ServiceDesk Plus, Freshdesk, SolarWinds Service Desk, Kaseya VSA, Track-It!, JIRA Service Management, ServiceNow und Confluence

Gründe für den Wechsel zu SysAid: SysAid was one application that we looked into that provided us the "Single Pain of Glass" with all the needed features in one easy to use cloud based application.

Chris
Chris
IT Support Manager in USA
Verifizierter Nutzer auf LinkedIn
Hausmeisterservice
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

SysAid is a great product that could be a fantastic product

4.0 vor 7 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Atul
Atul
Technical Team Lead in Indien
Verifizierter Nutzer auf LinkedIn
Computer-Software, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

SysAid is a fantastic utility and simple to use program

4.0 letztes Jahr

Kommentare: In the IT department, we must keep track of internal initiatives as well as user concerns and complaints. That problem is resolved for us by the ticketing solution, which is actually extremely helpful. We had a problem with the performance, and their personnel promptly fixed it. We also had some problems with the conversations, and I appreciate that there are options to add extra timers. This is enabling us to focus completely on tickets and prioritise our workload so we are not inundated with requests via IM. It is also assisting us in setting up a procedure for our users to raise tickets.

Vorteile:

The user-friendly design and all of the features are accessible. has many choices for both administrator and end-user users, dedicated support, and is in line with the newest technology. The ease of use for both our end users and the IT administration staff. The system has all the features and capabilities required in an ITSM application. The new self-service site is excellent with Incredible customization when it comes to ticket templates. you to build as many categories as necessary to suit your needs.

Nachteile:

The dashboard, reporting, and design should all be enhanced. Further features may be added to reports and dashboards, and the build could be modified to conform to the new designs. The user interface gives off the impression that a fresh, contemporary style is being implemented. The patterns and styles of several pages vary. The product uses three or four distinct designs overall.

Robson
IT Infrastructure Engineer in UK
Öl & Energie, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

SysAid review, from an admin user and implementer of SysAid

4.0 letztes Jahr

Kommentare: Overall experience has been great, really like the customisation available and SysAid's willingness to work with us to make their product better. Since moving to SysAid, they have released many updates to their software at our request. The partnership is one of the main reasons we like SysAid so much.

Vorteile:

The self service portal has been greatly received within the business, however, this is likely due to SysAid offering great options and configurations, as well as automation when it comes to the Self Service Portal. I have worked with a few similar tools, and SysAid offers the best in this area in my opinion. The support from the SysAid team has also been excellent, we are still improving and adding new features and the team have been supporting us at every step.

Nachteile:

The software is not the most advanced when it comes to integrations with Azure/O365. However, support have been quick to release fixes or deploy new features.

Lorne
ICC systems Tech in Kanada
Staatsverwaltung, 5’001–10’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Customizable and easy to use

5.0 vor 4 Jahren

Kommentare: Excellent we use this to keep track of our system and componets

Vorteile:

Customizable and easy to use, Good support and the product never seems to need any maintance

Nachteile:

Some of the small things like window size on some parts of the app...small things mostly

Leonel
Application Support Specialist in El Salvador
Einzelhandel, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

A great IT service management tool

5.0 vor 5 Jahren

Kommentare: for years we needed to get KPI's based on the support workload for the IT team, now we can have them with sysaid

Vorteile:

easy to use tool for end users, and capabilities for reporting services

Nachteile:

very restricted directly access to database.

In Betracht gezogene Alternativen: Spiceworks Cloud Help Desk und System Center

Warum SysAid gewählt wurde: cloud service

Zuvor genutzte Software: GLPi

Gründe für den Wechsel zu SysAid: Cost of implementation

Clint
Network Technician in USA
Staatsverwaltung, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Does the basics

3.0 vor 8 Monaten

Kommentare: It works better than some other ticket systems I've used in the past, but it also works worse than others. I'd put in the middle of the road for Ticketing Systems.

Vorteile:

SysAid is easy to use and easy to integrate.

Nachteile:

There is definitely some aspects missing, like the ability to merge tickets. Often times an widespread issue occurs and 30 tickets come in. Tickets have to be deleted or closed, which inflates ticket volume.

In Betracht gezogene Alternativen: Spiceworks Cloud Help Desk

Gründe für den Wechsel zu SysAid: Better support level

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Bildungsmanagement, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

SysAid

3.0 vor 5 Jahren

Kommentare: Overall, the system works. It can just be extremely high maintenance to use.

Vorteile:

I like most how easy it is to work on a ticket and then re-assign it to someone else. When someone gets a ticket, it's easy to see the history of what has happened the sysaid breaks down all the information of each ticket so that it's easy to follow.

Nachteile:

The feature I like least is the e-mail notification. Whenever any new activity happens on a ticket, you get an email notification and this sounds like a good idea on the surface. But the problem comes when get tons of unneeded email. For example, I will close out a ticket (and get a message that the ticket is closed). Then, if the user responds to say thank you, it opens the ticket again (and sends another message to me). If I get the thank you not the next day and close out again, but that user is now out of the office and has an auto-reply turned on, the auto-reply triggers the ticket to re-open again - and send me another message that this has happened. I have literally struggled for days on end to close of ticket because of stuff like this.

Frank
System Administrator in USA
Verifizierter Nutzer auf LinkedIn
Krankenhausversorgung & Gesundheitswesen, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

SysAid Helpdesk

5.0 vor 5 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Gonzalo
CIO in Spanien
Informationsdienst, 1’001–5’000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Not bad, but less than expected

3.0 vor 5 Jahren

Vorteile:

If you come from XLS or a homemade ITSM took, this software does the job. It integrates with AD and the user portal is simple enough.

Nachteile:

Overall the management of the tool is not very friendly. The design and configuration of the workflows is conversom. The management reporting is old looking and can't be configured as you like. For instance, you are limited to six indicators for the management panel and you only can pick the indicators available in the shapes presented. It has simple things that are very anoying, such as the filters in the lists that stay with you from session to session and can´t be removed with one click. Migrating incidents to problems is not easy. Managing Massive incidents is less than intuitive, navigation between tkts is not great, but perhaps the worst is that admins and users can not be grouped together.

William
IT Admin in El Salvador
Chemikalien, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Improving the monitoring of IT processes

5.0 vor 3 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Robert
Systems Administrator in USA
Medizinische Praxis, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Awesome Ticketing System

5.0 vor 3 Jahren

Kommentare: The reach sysaid has with our business is wide. It controls everything from password changes to change management.

Vorteile:

I like just how easy this product is to use and the ease for the end users to put in tickets. Also love that you can give certain user access to different categories depending on the admin group they are in.

Nachteile:

I wish the sysaid asset management was a little more robust.

Alon
Infrastructure Manager in Israel
Versicherung, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Great helpdesk and inventory software

5.0 vor 7 Monaten

Kommentare: Great helpdesk and inventory software

Vorteile:

very good helpdesk ticketing system and inventory as well

Nachteile:

cost money for more administrators but can be implemented for more departments

In Betracht gezogene Alternativen: Zendesk Sell

Gründe für den Wechsel zu SysAid: Local Support