We performed a comparison between Infraon Desk and SysAid based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"The simplicity of the solution is excellent."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"I would say the overall flexibility of the product is its most valuable feature."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"Better connectivity and integration with more collaborative platforms would be helpful."
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"There is a learning curve for the users."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"SysAid has fewer AI features compared to other tools."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"We would like them to approve the security functionalities, e.g., management security features."
"Currently, SysAid does not have a mobile application."
Earn 20 points
Infraon Desk is ranked 39th in Help Desk Software while SysAid is ranked 20th in Help Desk Software with 10 reviews. Infraon Desk is rated 7.6, while SysAid is rated 8.4. The top reviewer of Infraon Desk writes "Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result". On the other hand, the top reviewer of SysAid writes "A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team". Infraon Desk is most compared with , whereas SysAid is most compared with JIRA Service Management, ServiceNow, Spiceworks and Freshdesk.
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