We utilise SysAid as a helpdesk System within the education section for both staff and learners as well as using the Asset Management database to track our assets
Pros
Customisation
ticket routing
ticket escalation
Cons
activity timing issues - if not entered correctly the ticket has to be recreated
Likelihood to Recommend
Working in an environment with over 200 users and only a small team of administrators, SysAid allows us to keep track and escalate tickets in a timely fasion resulting in customers recieving a better experience.
About 10 years ago we deployed SysAid to unify our support helpdesks across 5 academized Schools who, at the time, all used physical books to request IT support. As each school was brought into the Academy Trust we used this opportunity to centralize our newly created support team and utilized SysAid as our IT management tool. SysAId helped us build a support team and underpin it with a solid, affordable communication tool for our end users.
Pros
Provides a user friendly GUI for our End Users
Provides our Support Team with a solid array of IT management tools
Affordable solutions to the education sector
Cons
Reporting Suite is developing well but has been difficult in the past to pull data together easily
The education on-prem product has restricted customizations, branding is limited basically
Upgrades are multi step, (not rolled up to latest release, multiple version upgrades are required) and this increases our downtime for maintenance
Likelihood to Recommend
SysAid can generally be deployed in environments that require a helpdesk ticketing system, Standard! We can certainly vouch for the education sector as the product we installed 10 years ago has grown with us allowing for advancements (AI for instance) and still meets our business needs today whilst future proofing us with the latest support tools (team viewer for instance).
VU
Verified User
Manager in Information Technology (Education Management company, 201-500 employees)
I used SysAid as a HelpDesk system. This product was really great, and allowed us to use SSO with Google Workspace. Also, SysAid has a very nice feature that allows you to make complex queries to assign tickets to specific technicians and groups. This was VERY helpful in being compliant with our SLA.
Pros
Automatic Assigning of Tickets to Technicians
Filter tickets to very specific info
Reports are very detailed
Cons
Automatic deployment to Mac's would be nice
Remote Desktop could have better interface
Escalation to Tier 2 support could be easier
Likelihood to Recommend
I cannot say enough about the automatic assignment of tickets. This means I do not need to sit at my desk and assign tickets to everyone. It works FLAWLESSLY!! Ben was a great help in setting this up! It was VERY easy to deploy and have users access the portal using Google Workspace SSO I used a DNS forward to the SysAid cloud address and they used one of my certificates to make this work! Very nice!!
We are looking for a tool that will replace our old ITSM. Some of the things we need to improve are the following:
Improve communication with our community
Lower response time with the help of self-service, FAQ and KB articles
Find a vendor who is available when help is required, will provide training and assist with deployment
Pros
Service record management
Self service portal
Support
Cons
Asset management- sign out/sign out of borrowed assets will be a great feature to have
Setting up email notification- I hope in the future, this can be set up separately and not in one big space that requires a lot of manipulation
Built in form creation
Likelihood to Recommend
Overall, SysAid has a lot of features and as an admin you just need to follow the instructions carefully to set it up. For us, we've seen tremendous positive feedback from our community.
SysAid is a valuable tool we use to communicate with our end users. It is easy to use for all levels, it gives us great insights into repair issues and possible maintenance trends. It allows for searching older requests to document solutions. It is a great asset management system for us as well.
Pros
Tracks trends in repair.
Allows admins to monitor what is happening in environment.
Allows for good communication between tech and end user.
Great resource for asset management.
Cons
The scroll bar within the scroll bar becomes difficult at times.
Likelihood to Recommend
This is a great resource for any repair shop.
VU
Verified User
Professional in Information Technology (Education Management company, 1001-5000 employees)
We use SysAid for IT Service Management, where we manage our Service Tickets, Problem Management, Change Management, Password Self Service and in the first quarter of next year, 2022, we want to implement Asset Management to allow us to monitor and manage our IT assets, including their life cycle, procurement, and disposal. We also intend to make it an Enterprise Management System, where we want other services on campus, including Human Resource, Finance, Asset Management, Campus Control, Transport, among other services, to start using the system to manage their tickets as at the moment, there's not [a] holistic system in place to do so, and ensuring that users get the services they require in a timely fashion, allowing for tickets escalation if nothing is done within the expected time.
Pros
Incidents management
Password self service using OTP
Problem management
Change management
Cons
The ability to do backups from within the system
Ability to add more widgets on the Dashboard instead of the current limitation of 6 per Dashboard
Simplified integration of cloud services like Office 365 and Google Workspace
Mobile app for both iOS and Android
Likelihood to Recommend
The system is best suited for small to large corporations and has the potential to be used as an Enterprise Management System, rather than just ITSM. I think the area SysAid needs to improve or implement in the short term, is the ability to back up and restore from within the system, instead of having to do it at a database level. For added security, instead of just 4 digits for the OTP, there should be an option to increase the number of digits to at least 6, including alphanumerical.
SysAid is used by all employes (no students) to adress all problems at school like IT (hard and software) and everything concerning the building like failing electricity, doors, furniture and so on.
Pros
Users are informed about the status of their request
Double requests can be merged
Good overall view for helpdesk staf
Cons
A proper dutch translation
A method for a more basic install (we don't need all the possibilities)
Likelihood to Recommend
As said, [SysAid is] a great tool for us but also complicated because of the loads of possibilities (like incident, change, problem) we don't use at all.
VU
Verified User
Employee in Information Technology (Higher Education company, 51-200 employees)
SysAid started out as a ticketing system for IT only. It has expanded to a few other departments to provide better service for our user base. The base use is for our IT dept. to provide service to Staff, Faculty, and the Students community. We also use inventory management on a small scale.
Pros
Provide a ticketing system for our IT dept.
Note taking for future issues
Resolution management to ensure users are satisfied
Cons
The UI is sometimes hard to use
SMS integration is lacking vendors
Likelihood to Recommend
I have used various ticketing systems, and SysAid is one of the better systems.
VU
Verified User
Director in Information Technology (Education Management company, 501-1000 employees)
SysAid used across City College. All Staff/Faculty/Students can get submit the issues and they can be resolved via Phone/Email or Tech going to End User depends on the situation. The workers that are resolving the issues use SysAid are within one umbrella department, which is then divided up into more specific departments that use SysAid to communicate with each other and discuss tech ticket.
Pros
It keeps the issues organized by categories, which is useful to determine resolutions.
The communications are easier with the end user, as well as fellow coworkers through internal notes.
The customization of the database is useful because each organization could customize to which setup is better for them.
Cons
The internal notes disappear from time to time from the tickets.
When the end user responds with a "thank you" email after a ticket is closed, the ticket automatically gets reopened.
Sometimes the website crashes.
Likelihood to Recommend
SysAid is very versatile and could be beneficial to a large range of businesses. For example, SysAid could be used to submit tickets regarding to IT support and the IT workers will be able to resolve those tickets after being divided up into the separate subdivisions. However, it might not be as useful for smaller businesses with less people working at said small business.
VU
Verified User
Technician in Information Technology (Education Management company, 1001-5000 employees)
