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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.
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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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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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Haim wrote:Hello Overbear.
You can change text colors and other style changes by editing the CSS files.
Text colors are determined by the master.css file which can be found under: \SysAidServer\root\css
Best regards.
Haim
Once we make the changes, how can we save them so the new file is referenced? Can we do this ourselves, or do we have to submit the file to Illient to make the change?
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