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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 12/01/2010 18:24:22
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KeepItLucid
SysAider
Joined: 01/01/2010
Messages: 4
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After reviewing several other Help Desk Software solutions, SysAid CSS found its place at the top of my list. I work with many clients who have requested help desk software, 10 of which are ready to move forward right now with 6-10 licenses each. When researching the help desk software I referenced the SysAid CSS User Guide found here: http://www.sysaidcss.com/user_guideCSS.pdf
In the SysAid CSS User Guide it states:
Edit the HTML and Upload Changes in the Appearance Page
If you have the SysAid CSS Pro Edition, and you are familiar with HTML language,
you can edit the appearance of your SysAid CSS. To do so, please visit this page
to contact our support team: http://www.sysaidcss.com/contact_support.htm
The ability to customize the appearance of the End User Portal is very important to my clients, because they want the End User Portal to blend in well with their websites. I knew that SysAid CSS would be provided as a Software as a Service (SaaS), so I emailed support@sysaidcss.com, which was the only email address on the page linked to above. After one week I received no response.
In the mean time, myself and one of my colleagues spent several hours configuring the software for one of our clients.
I called SysAid at: Toll-Free phone center (U.S.): 1-800-686-7047. I spoke with a representative about my plans to customize the appearance of the End User Portal. I asked what the procedure was for customizing the appearance of the End User Portal. I was told that I would need to email the Help Desk and submit a request describing what I wanted changed. I specifically asked if I could submit a new master.css file to change the appearance of the End User Portal. I stated that I wanted to change the colors and graphics that were referenced in the master.css file. I was told that I would need to submit the file to the Help Desk along with my request. I asked how long it would take to implement the changes. I was told it would take 24 hours. So, I sent an email to helpdesk@sysaidcss.com. After three days I received no response.
After making three attempts at contacting SysAid for help in customizing the End User Portal I replied to an automatic email that was sent to me by a SysAid representative asking how my trial period was going. I was told that "not all of the customizations" that I was requesting would be possible. I asked which ones. I was told that the colors could not be changed. I requested that the representative call me to discuss my request.
The next day I received a phone call from a SysAid representative who told me that I would not be able to change the colors on the End User Portal. He said that I could update the master.css file and submit it to the Help Desk, but that the colors could not be changed. This didn't make any sense to me because the master.css file controls all of the colors and images of the End User Portal. Updating the master.css file would change the colors.
I called back a few days later and spoke with a different representative who told me that I could customize the appearance of the End User Portal, and that I could attach a file to be uploaded by them to their servers, but that I could not change the master.css file because it would change all of their clients' End User Portals.
Not allowing a customer to change colors because of poor programming is bad enough, but it took several emails and three phone calls to get a straight answer. When a manual tells me that I can customize the appearance, and a representative tells me that I can submit an updated master.css file and that it would be updated within 24 hours, wouldn't it be reasonable to believe that I could customize the appearance of the site (ie change colors)? What exactly does SysAid consider to be a customization to the appearance?
Furthermore, why was it so difficult for a company that specializes in Help Desk Software to provide support to a client with a very specific question?
Now I am left with nearly $2,000 dollars in wasted time that I will be unable to bill my client, and I'm back to square one in finding a satisfactory help desk software solution to offer them.
It's ridiculous that SysAid hasn't made it possible to change such a basic thing as color to the End User Portal. There is a significant language barrier that doesn't make communicating with support any easier. I've been given bad information, vague answers, and have not found anyone that is willing to work on a solution to gain 10 new accounts with 6-10 license each.
If you don't plan on doing any customization, or needing to contact support for help, then SysAid CSS is great for you. If you need any level of customization (even as basic as changing colors), or if you ever need to contact support, move on to another solution, because SysAid CSS isn't it.
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12/01/2010 22:08:04
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APN
Super SysAider
Joined: 15/12/2008
Messages: 71
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Hi KeepItLucid
wow, sounds like you have really had the run around. I can only comment on my own experience with Sysaid support, but it has been a very different experience. I have asked sysaid support many (I dont have enough fingers and toes to count them) questions via their support portal, direct email and using this very forum, and have to say I have been pretty happy with their response time and they have always tried to help me rather than try to get rid of me so they can close the support call.
I am in New Zealand (bottom of the planet) and time zones slow communication, but I still get prompt responses.
In saying this, I do think the customization ability is a bit clunky, yes things can be customized (have done it) but need to involve sysaid support to actually upload the new files/images.
I'm not sure if you would be keen to waste more time/money on sysiad, but I do rate their solution pretty highly, and would recommend giving them another go.
As I said, I only have my own experience of sysaid to judge them by.
Good luck with getting the right solution.
APN
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12/01/2010 22:28:55
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KeepItLucid
SysAider
Joined: 01/01/2010
Messages: 4
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APN wrote:
In saying this, I do think the customization ability is a bit clunky, yes things can be customized (have done it) but need to involve sysaid support to actually upload the new files/images.
APN
I don't have a problem with having SysAid Support upload the new files/images for me. I just haven't found anyone who can give me a coherent explanation of what they mean by "edit the appearance of your SysAid CSS". First I'm told that I can edit a specific file, then I'm told I can't. Then I'm told to just submit the service request, even though the change can't be made. I don't want to waste more time editing files only to find out the changes I want can't be made.
What customization were you able to make? Were you able to change the color scheme? Can you show me an example of the changes/customizations that they made for you?
Please confirm that you are using SysAid CSS, not one of the other SysAid products like SysAid IT.
I'd really like to use SysAid CSS for my clients. The software itself is very good. But, not being able to make the End User Portal look like my clients' websites is a deal breaker for me.
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13/01/2010 05:19:01
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Ori
SysAid Customer Relations
Joined: 17/04/2008
Messages: 298
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Hello KeepItLucid,
First, i want to apologize for the first impression you got so far. Here, at the support center, we really try to provide the best support for our customers. I understand that my colleague Joseph is already taking care of all your questions / comments with the product so i can assure you that all your concerns will be gone after that.
We will post the solution for this once we finish.
Best Regards.
Ori Sharon
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13/01/2010 06:53:24
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BJINS
SysAid Wiz
Joined: 08/08/2008
Messages: 583
Location: United Kingdom
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KeepItLucid,
I have to agree with APN. I have been using SysAid for nearly 2 years now, and think their support staff have been excellent.
Whether it has been on the forums (as you can see I have been pretty active) via IM, over the phone or via the helpdesk I have never had a complaint about the support team. I have always found them friendly and helpful. There have been a couple of occasions where I have not been understood, but I spoke to a different technician and it was sorted.
I can understand your frustration, and can certainly see that you have not been shown the best service, however I can assure you that this is not what most SysAid customers have come to expect. Moreover, I am pretty sure that any issue you still have outstanding with the support centre will be sorted as best it can be.
I hope you continue your relationship with SysAid, and you do not let this freak circumstance ruin your view of what I would consider a company that is one of the best at what they do.
Mike
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When the going gets tough, the tough get SysAid |
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13/01/2010 18:18:36
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KeepItLucid
SysAider
Joined: 01/01/2010
Messages: 4
Offline
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Ori wrote:Hello KeepItLucid,
First, i want to apologize for the first impression you got so far. Here, at the support center, we really try to provide the best support for our customers. I understand that my colleague Joseph is already taking care of all your questions / comments with the product so i can assure you that all your concerns will be gone after that.
We will post the solution for this once we finish.
Best Regards.
Ori Sharon
Ori,
Thank you for your reply. I am now in communication with Joseph. He has sent me several HTML files, including several stylesheets, that I will review with my web designer and send back with my changes. I will post any updates that I have to this thread.
It may be helpful to other users if you could attach the HTML files to this discussion so they can reference them as well.
I am hopeful that we can get this issue resolved. Thank you once again for your response.
This message was edited 2 times. Last update was at 13/01/2010 18:20:01
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02/05/2010 14:48:48
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Bowman TV Support
SysAider
Joined: 12/04/2010
Messages: 2
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I really want to say that I have had no problems with the support staff but I have had nothing but problems and I am not sure why.
I am using the CSS on-demand program and really want to give this program an honest try, especially since we've paid for the privilege of using it.
I simply wanted to customize the SR form for when my clients log in and was given 5 different answers on how this can be done including one that suggested I need to pay $200 for the extra fields, which is just ridiculous.
I understand and appreciate that I am not the only sysaid customer who has submitted a SR and can understand maybe a day or two of waiting for the changes to be made .. but it has been over a week now.
I have emailed the support desk back once again and I am nowhere closer to having this issue resolved.
I do not understand why answers to common CSS problems are not posted here on the forum and instead are shuffled away to the helpdesk. Is this not the "self service" forum for CSS users like myself?
Why am I having so many problems with getting this up and running?
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02/05/2010 21:46:25
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JohnE
SysAider
Joined: 09/07/2009
Messages: 45
Offline
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KeepItLucid wrote:Furthermore, why was it so difficult for a company that specializes in Help Desk Software to provide support to a client with a very specific question?
In discussing their support, you’re on a trial, you are not a client you are a sales prospect, you have no Support and Maintenance agreement, which I'm sure other helpdesk managers can appreciate matters. Your asking for customisations before you have bought the product...
I have bought unlimited licences, when I log requests I do it under my own username in their helpdesk, I get responses in a timely manner, they have even called me for remote sessions and I'm in Australia, that's pretty decent. There are some inconsistencies in the interface design and function on the end user portal, I find it annoying that addressing these are considered 'feature enhancements' but otherwise the support has been good, which seems like a familiar experience for other posters who have S&M agreements.
Note the rounded corners in areas of the SysAid interface, and the Vista/W7 style effects on the header. Unless your site is being rendered on the fly (which limits browser compatibility) then these corners/effects are made by images. You can't change the colour of images using Cascading Style Sheets, that's why you can't change the colour of the interface easily. You would have to get someone to go through all the image directories and replace each image with the same image but in a different colour, this wouldn't be considered support. While I would like to change the interface to my corporate colour I would rather they concerntrate on function. There is better looking helpdesk software out there, but they can't match the functionality of SysAid.
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02/05/2010 22:03:30
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JohnE
SysAider
Joined: 09/07/2009
Messages: 45
Offline
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Bowman TV Support wrote:I really want to say that I have had no problems with the support staff but I have had nothing but problems and I am not sure why.
I am using the CSS on-demand program and really want to give this program an honest try, especially since we've paid for the privilege of using it.
I simply wanted to customize the SR form for when my clients log in and was given 5 different answers on how this can be done including one that suggested I need to pay $200 for the extra fields, which is just ridiculous.
I understand and appreciate that I am not the only sysaid customer who has submitted a SR and can understand maybe a day or two of waiting for the changes to be made .. but it has been over a week now.
I have emailed the support desk back once again and I am nowhere closer to having this issue resolved.
I do not understand why answers to common CSS problems are not posted here on the forum and instead are shuffled away to the helpdesk. Is this not the "self service" forum for CSS users like myself?
Why am I having so many problems with getting this up and running?
It's probably a hard one for 1'st level support to answer given customisation is a feature of buying the full product. There are posts on customising SysAid in this forum http://www.ilient.com/Sysforums/posts/list/339.page but they only really apply if you have purchased the full software and are hosting SysAid on your own infrastructure. I'd recommend asking for it to be escalated so that you talk to a manager who can clearly differentiate between what is chargeable and what is not.
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20/06/2010 08:12:39
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IanD
SysAider
Joined: 20/06/2010
Messages: 2
Offline
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Hi,
Did you ever reach a conclusion about the ability to customise the appearance of the SaaS version of Sysaid? Having just purchased it on the assurance from Sysaid support that this can be done through uploading a file in the customise appearance section, I'm a little concerned that this is not possible having read this thread. If the customisation is not possible, surely this should be highlighted in the sales material as a difference between running the SaaS version and the locally installed version. Would love to know your thoughts.
Thanks,
Ian
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