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We are relatively new to SysAid, and so far, while I like several things about the platform, however, it is incredibly buggy, problematic and support is abysmal. I recently had an issue with importing CSV’s. After working on it for hours, and not having really any support channels with Sysaid. I finally got to a chatbot/person, only to be told it was a bug. I asked if they document these anywhere? No was the answer. WTF?

In another recent issue, I was supposed to get an email back that day form when I spoke with previously mentioned chatbot/person. Never happened.

So far, my other negative observations. 

I’m trying to login to helpdesk.sysaid.com and it won’t take my password. So I reset, and it won’t take the temp that Sysaid sends me for the reset. I tried 3 browsers, cleared cache, incognito, all that. Wouldn’t I have had to have been logged in here before to reach previously mentioned chat? So that tells me I am doing the right motions.

David Mafoda, a Customer Success Person, is who I finally was given contact info for as “our representative.” He’s a nice person and I’m glad he replied, but I email him from Central Time US, and he responds in the middle of the night/morning. I’m guessing because he is in Israel. I don’t see it until the next morning. So basically one email exchange per day. This is not effective communication to get anything resolved, or even make measurable progress. Especially when your platform has this many issues. 

So far, I feel like they are avoiding me! lol. Seriously though, it’s like they email from a coddling script, and just glaze over my questions and requests for a phone conversation.  They have NO phone number listed anywhere, and the one in David M’s signature goes to VM every time. Even if I try sales. I’m used to Enterprise support that actually WANTS to be available for clients. These guys seem to want to hide around corners and push everyone to the web documentation which is great, but useless when it doesn’t go according to the documentation. There aren’t event logs or anything in the platform. Just a generic Event Viewer that really tells you nothing. They can’t have this many issues, and have this few of support options. 

Every location address I looked up from their website, with the exception of one,  is an abandoned building, parking garage or whatever. This place seems shady as hell.

Am I doing this wrong?  

Hi there,

SysAid Copilot is here with our AI Magic!

Here is the response we thought might assist you:

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## Addressing Your Concerns with SysAid Support

Thank you for sharing your detailed experience. I understand how frustrating it can be to face these challenges, especially when you're trying to make the most of a new platform. Let me address your concerns and provide some guidance to help you navigate these issues more effectively.

---

### 1. **CSV Import Issues**
- **Bug Documentation**: Unfortunately, SysAid does not maintain a public repository of known bugs. However, you can always request updates on specific issues through the support portal or by referencing your Service Record (SR) numbers.
- **Workaround**: If you encounter a bug, document the steps to reproduce it and share them with SysAid support. This can help expedite the resolution process.

---

### 2. **Login Issues**
- **Password Reset**: If the temporary password sent by SysAid is not working, here are some steps to try:
1. Clear your browser cache and cookies.
2. Use an incognito/private browsing window.
3. Ensure that your email and username match the account details.
4. If the issue persists, contact SysAid support to verify your account status.

- **Service Record for Login Issue**: A Service Record has been opened for your login issue. You can track it here: [Service Record #2579232](/servicePortal/SRview/2579232).

---

### 3. **Delayed Email Responses**
- **Time Zone Differences**: SysAid's support team operates globally, which can lead to delays in communication due to time zone differences. To mitigate this, you can:
- Specify your preferred time for communication in your emails.
- Request a follow-up call or meeting during your working hours.

---

### 4. **Lack of Phone Support**
- SysAid primarily uses email, chat, and the self-service portal for support. While this may differ from traditional enterprise support, you can:
- Use the "Chat with Us" feature on the support portal for real-time assistance.
- Escalate your concerns by requesting a higher-level support representative.

---

### 5. **Improving Communication**
- **Escalation**: If you're not satisfied with the responses, you can escalate your concerns by:
- Requesting to speak with a supervisor or manager.
- Providing detailed feedback through surveys or directly to your Customer Success Manager.

- **Service Record Tracking**: Always keep track of your Service Record numbers for reference. For example, your login issue is being tracked under [Service Record #2579232](/servicePortal/SRview/2579232).

---

### 6. **General Tips for Working with SysAid Support**
- **Be Specific**: Clearly outline your issues, including steps to reproduce, screenshots, and error messages.
- **Follow Up**: If you don't receive a response within the expected timeframe, follow up with the support team or your Customer Success Manager.
- **Leverage the Community**: The SysAid Community can be a valuable resource for troubleshooting and sharing experiences with other users.

---

### Final Thoughts
You're not doing anything wrong. Transitioning to a new platform can be challenging, and it's important to hold the service provider accountable for delivering the support you need. By documenting your issues, escalating when necessary, and leveraging the available resources, you can work towards resolving these challenges.

If you have any further questions or need additional assistance, feel free to reach out. We're here to help!

Hi ​@SysacheAdmin,

 

My name is Asaf Goldstein, and I’m the Director of Global Customer Care here at SysAid. First, I want to sincerely apologize for the difficulties you’ve experienced both with our platform and in your interactions with our team. This is not the level of service we strive to provide, and I truly appreciate you taking the time to share your detailed feedback.

I understand that your account is currently on our Silver Service Level Agreement. This includes our defined first response times, and also the support features your account entitles for - one of them is a live chat with one of our agents, which is the fastest and easiest way to reach us. You can review the full list of our SLA offerings here: SysAid SLA Guide.

 

Regarding the CSV import issue you encountered, I want to clarify that we document every bug and feature request internally. While this database isn’t public, we can absolutely provide you with a tracking number for the bug you reported so you can reference it in future communications.

For the login credentials issue you described, I will personally ensure that our team investigates it immediately and that you receive a follow-up as soon as possible.

 

On the broader concerns you raised, I’d like to assure you that SysAid is a well-established company with over 20 years in business, 4 major global offices, hundreds of employees, and a strong network of certified partners. We serve thousands of customers worldwide, and our goal is always to provide reliable solutions and responsive support.

 

I would truly value the opportunity to speak with you directly so I can better understand your experience and see how we can improve it. You can easily book a time with me that works for your schedule here: Book a Meeting with Me.

 

Thank you again for sharing your concerns. I’m committed to ensuring that your experience with SysAid improves moving forward.

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