Sobre SysAid

Administra fácilmente todas las actividades de tu mesa de ayuda con una solución informática de eficacia comprobada. Encontrarás todos los elementos esenciales que necesita en un solo panel.

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Puntos a favor:

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.

Puntos en contra:

Lack of On-premises mobile application version.

Valoraciones de SysAid

Evaluación media

Facilidad de uso
4,4
Atención al cliente
4,5
Funciones
4,5
Relación calidad-precio
4,5

Probabilidad de recomendación

8,7/10

SysAid tiene una valoración global de 4,5 estrellas sobre 5 según las 359 opiniones de usuarios de Capterra.

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Isidro Armando
Isidro Armando
Administrador SysAid en México
Usuario de Linkedin verificado
Tecnología y servicios de la información, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

All-in-one service

5,0 hace 2 años

Comentarios: El fácil acceso que tiene y funcionalidad del modulo de flujos de trabajo ayudaron a simplificar el proceso de compras dentro de la empresa.

Puntos a favor:

Todos los módulos son de un uso muy sencillo si como el producto en general, la integración con los servicios de AD, correo, etc, se adapto de forma sencilla para implementar los servicios de flujo de trabajo que tenemos dentro de la empresa.

Puntos en contra:

No todos los módulos estan disponibles en la versión Completa, y que deberían de colocarte los al menos por un periodo para que puedas identificar las áreas que podrías automatizar con ellos.

Alternativas consideradas: BMC Helix ITSM

Razones para elegir SysAid: por la facilidad de uso y el costo

Razones para cambiar a SysAid: Costo de Implementación, costo del producto

Andres
Analista Sistemas de Información en Colombia
Tecnología y servicios de la información, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

SysAid, Excelente aplicación soporte IT

5,0 hace 2 años

Comentarios: Es la herramienta de soporte interno de la compañía, nos permite gestionar, dar seguimiento y solucionar los diferentes problemas, KPI de área IT, control de activos.

Puntos a favor:

Excelente aplicación , fácil configuración, herramientas e integraciones con otras aplicaciones corporativas, funcional, reportes y estadísticas confiables, base de conocimiento para ingenieros y usuarios finales.

Puntos en contra:

hay algunas novedades que se requieren implementar pero no hay documentación en español

Alternativas consideradas: Aranda

Razones para cambiar a SysAid: Porque el costo beneficio en la creación de una herramienta, no se tendría base de conocimiento o dificultaría la creación en comparación con Aranda la configuración es mas fácil con SysAid, la integración con AD, para ingreso de usuarios el control y hoja de vida de los activos dan valor a las actividades del área.

Caleb
Caleb
Administrador de aplicaciones en El Salvador
Usuario de Linkedin verificado
Electrónica de consumo, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Usa SysAid en tu empresa

5,0 hace 11 meses

Comentarios: Es una buena herramienta

Puntos a favor:

Administración de grupos de trabajo y proyectos.

Puntos en contra:

El precio es alto a comparación de otras herramientas

Alternativas consideradas: GLPi

Razones para cambiar a SysAid: Ya estaba implementado cuando llegue a la empresa

Juan
ingeniero en México
Comercio minorista, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

reseña sysaid

5,0 hace 2 años

Comentarios: Se ha resuelto el seguimiento a los reportes de usuarios de sucursales y corporativo

Puntos a favor:

Es una herramienta facil de utilizar y facil de implementar, permite el seguimiento a los indicentes de forma facil

Puntos en contra:

La interfaz es muy sencilla me gustaria que tuviera mas animaciones

EDUARDO
GERENCIA DE TI en México
Externalización/deslocalización, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

LP

4,0 hace 2 años

Comentarios: Es un buen sistema en manera general, con oportunidad de mejora en su entorno grafico.

Puntos a favor:

Su implementación y adecuación en los procesos internos.

Puntos en contra:

El aumento de sus costos en los últimos años en el paquete básico, el soporte técnico que es casi nulo en español.

Víctor Pavel
informático en República Dominicana
Sistema judicial, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

constructiva y estándares TI

5,0 hace 2 meses

Comentarios: me permite llevar un control de los activos

Puntos a favor:

la utilidad y control de los inventarios

Puntos en contra:

la dificultad para la conexión remota, es necesario otras aplicaciones

Lorena
Lic. Sistemas en Honduras
Hospital y atención sanitaria, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Plataforma de gestión de solicitudes e incidentes

5,0 hace 2 años

Comentarios: Muy buen servicio al cliente y soporte técnico.

Puntos a favor:

Fácil de implementar y administrar, en los años que tenemos de utilizarlo ha sido mínimo el soporte técnico que se necesita para aplicar cambios.

Puntos en contra:

El app móvil no es tan funcional, debe mejorarse

Usuario verificado
IT Manager en México
Usuario de Linkedin verificado
Servicios financieros, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Excelente herramienta para la gestión de activos de TI y el Soporte Técnico

5,0 hace 2 años

Puntos a favor:

Muy fácil de usar tanto para los administradores como para los usuarios

Puntos en contra:

La configuración no es sencilla y la documentación puede mejorar mucho.

Jairon Andrés
Jairon Andrés
ingeniero en sistemas en República Dominicana
Usuario de Linkedin verificado
Banca, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Experiencia con la aplicacion

5,0 hace 2 años

Puntos a favor:

una buena integracion con dicho proveedor

Puntos en contra:

Actualmente todo esta en orden con la app

Dante
Jefe Operativo en Argentina
Externalización/deslocalización, 1.001-5.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Contacto Directo Interáreas

3,0 el año pasado

Comentarios: La plataforma solucionó un problema de contacto con el área de IT, categorizando problemáticas y permitiendo medir los tiempos de resolución.

Puntos a favor:

Lo utilizamos como solución de contacto con servicios de IT, a través de la generación de tickets. Fácil de usar, fácil de entender y fácil de organizar a través de categorías.

Puntos en contra:

Al menos como usuario no encontré inconvenientes en su utilización ni usabilidad. Muy bien desarrollado.

Thomas
Thomas
IT Analyst en RU
Usuario de Linkedin verificado
Práctica de la abogacía, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

SysAid - Simple Solution, Big Outcome

5,0 hace 3 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Alternativas consideradas: ServiceNow Customer Service Management y ManageEngine ServiceDesk Plus

Razones para elegir SysAid: No longer fulfilled our growing list of requirements.

Software anterior: ServiceNow Customer Service Management y ManageEngine ServiceDesk Plus

Razones para cambiar a SysAid: Cost and Versatility

Edward
Edward
ICT Specialist en Aruba
Usuario de Linkedin verificado
Administración gubernamental, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

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

5,0 hace 9 meses

Comentarios: 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).

Puntos a favor:

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

Puntos en contra:

-Workflow Design is powerful but has a learning curve

Alternativas consideradas: ManageEngine ServiceDesk Plus y TOPdesk

Razones para cambiar a 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.

jason
IT Support Supervisor en Canadá
Hospital y atención sanitaria, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Reasonably priced and fully featured

5,0 el mes pasado Nuevo

Puntos a favor:

SysAid offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased.

Puntos en contra:

Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

Rafael
MIS Technician en EE. UU.
Tecnología y servicios de la información, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Not so great customer service.

1,0 hace 5 años

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

Puntos a favor:

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

Puntos en contra:

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.

Ryan
mederwerker en Países Bajos
Bienes de consumo, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

sysaid is een goede helpdesk programma

4,0 hace 2 meses Nuevo

Comentarios: good program

Puntos a favor:

ticket mangement when there is a new ticket its by not assigend and thats the first thing you see when you start up sysaid. asset list is very easy to use.

Puntos en contra:

its hard to find old tickets back cuase when i need to search what has done to that one thing the ticket has already been closed and i don't know the number of the ticket

Alternativas consideradas: TOPdesk

Razones para cambiar a SysAid: teh interface looks better to me

James
James
Systems Administrator III en EE. UU.
Usuario de Linkedin verificado
Educación superior, 201-500 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

SysAid Review

4,0 hace 3 años

Comentarios: We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.

Puntos a favor:

Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.

Puntos en contra:

Workflow management is a little outdated and has a bit of a learning curve.

Alternativas consideradas: Jitbit Helpdesk

Razones para elegir SysAid: Lack of capabilities in tracking, tiering, asset management, and CMDB.

Software anterior: Jitbit Helpdesk

Razones para cambiar a SysAid: Price and capability.

John
John
DBA en Costa Rica
Usuario de Linkedin verificado
Tecnología y servicios de la información, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Our everyday with SysAid

5,0 hace 5 meses

Comentarios: I have been very enrolled on the use of this software since day one. First as an user, then as an admin, then as the one in charge of support and maintain it. It has been easy to be involved on all the stages and the communication with the Support team, has been also a key for the success we have.

Puntos a favor:

It is easy to use. No need to be doing tedious installations, and is very reliable. We use it every day, around the globe, and we don't have issues with time zones or sync.

Puntos en contra:

What I have used so far has benn great. We need to continue to implement all the features on it.

Alternativas consideradas: ServiceNow

Razones para cambiar a SysAid: Price and it offers all what we were looking for.

Tito
Encargado de Infraestructura en República Dominicana
Administración gubernamental, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

How SYSAID help us low the response time to solve issues

5,0 hace 2 meses Nuevo

Comentarios: We have an excellent experience with the software because we low the response time, also we can manage the inventory asset easily, we are now upgrading our version to the 22 expecting to see all new features.

Puntos a favor:

We most like how easy end users can open an incident/request, we are a court and our end users are lawyers with low IT knowledge.

Puntos en contra:

How easy you can automate the routing of the tickets!

Adrian
Coordinador de Servicios de TI en México
Petróleo y energía, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

SysAid - A good option

5,0 hace 2 meses Nuevo

Comentarios: Previously we had a more limited version than the current one and that made the issue of reports difficult for us, there was not much flexibility.

Puntos a favor:

Ease of use and tracking of reported incidents.

Anders
IT OPerations en Suecia
Maquinaria, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

SysAid I like it

5,0 hace 2 meses Nuevo

Comentarios: It is good

Puntos a favor:

Ease of implementation Ease of upgrading Ease of changeing server

Puntos en contra:

THe UI feels old, more drag and drop. Try minimizing total clicks needed to perform a task

Charles
IT Service Desk Manager en Nigeria
Petróleo y energía, 5.001-10.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

The Impact of SysAid

5,0 hace 2 años

Comentarios: My overall experience on SysAid has been awesome, however, there are some challenges been faced during usage. If one is not technically sound, it will be difficult to manage as an Administrator without the consent of the professional support, but however, there is a user-guide to help.

Puntos a favor:

The features I like most about the software is the Advanced reporting, It helps to give detailed reports about your ticketing system as a whole,location-wise, computer assets, service been used mostly etc. It also gives room to have full control as desired.

Puntos en contra:

The Features that should be improved is unable to filter the customized field which is the most the critical feature that is important. For instance, when an additional feature is created manually separate from the original features, it is difficult to filter. for the implementation to take place, it will fee for a professional support as it is concluded as a project.

Alternativas consideradas: SapphireIMS y Lansweeper

Razones para elegir SysAid: It was switched because there are some features required for the operation which is not available.

Software anterior: Spiceworks

Razones para cambiar a SysAid: We chose SysAid over Spiceworks, because it contains more features.

Chris
Chris
IT Support Manager en EE. UU.
Usuario de Linkedin verificado
Servicios para instalaciones
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

SysAid is a great product that could be a fantastic product

4,0 hace 5 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Tim
Group IS Administrator en RU
Dispositivos médicos, 1.001-5.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Not the bigest name but a full featured surprisingly good solution

5,0 hace 2 años

Comentarios: I have nothing negative to say about them. Our account manager has been excellent. As far as I can remember, we have had no outages during the last 2 years. If you are looking for an ITSM solution, at least give them a try, you might be pleasantly surprised.

Puntos a favor:

Due to the help offered by Sysaid, it was easy to get the solution configured to our needs. If needed, we could have given them our requirements and they would have configured it for us. I like to learn a solution by doing the config myself, so just relied on them to point me in the right direction as and when needed. I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent. On the surface it looks quite simple but when you dig into the admin settings, it has a lot of powerful features that make it very customizable.

Puntos en contra:

Rendering email in the ticket was clumsy but has improved recently. It is perfectly useable but others do it better.

Alternativas consideradas: ManageEngine ServiceDesk Plus MSP

Razones para cambiar a SysAid: We already use MESD in other areas of the company and we needed a SaaS solution. The MSP version wasn't available as SaaS. Having said that, we might still have chosen Sysaid even if it was.

Hitesh
Head of IT Servcies en RU
Servicios financieros, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

SYSAID is a great ITSM Tool comparable to any other global tool but really great value for money

5,0 hace 2 años

Comentarios: We have been using SYSAID since 2012. It was easy to implement and roll out to the business. Today even our [SENSITIVE CONTENT HIDDEN] uses SYSAID to log tickets for issues.

Puntos a favor:

Ease of use and setup with Asset management/Projects modules which are easy to use

Puntos en contra:

The reporting tool exports to Excel 2003 format. needs updating to Excel 2016 or higher

Alternativas consideradas: Zendesk

Razones para elegir SysAid: Cumbersome, slow, unusable and not user friendly

Software anterior: BMC Helix ITSM y Zendesk

Razones para cambiar a SysAid: Cost and as its based out of Europe, No VAT to pay giving a huge cost saving.

Justin
Help Desk Administrator en EE. UU.
Educación superior, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

SysAid is Great!

5,0 hace 10 meses

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

Puntos a favor:

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

Puntos en contra:

Customization for the site could be a lot easier.

Alternativas consideradas: Zendesk

Razones para elegir SysAid: 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.

Software anterior: OTRS

Razones para cambiar a SysAid: Zendesk had too many features rolled into one and a high asking price.