We use SysAid for helpdesk ticketing and service request automation. We also use the reporting functionality to measure performance against KPIs which contributes to staff performance reviews. There was a need to record and report on IT issues faced by staff members, which the ticketing system works perfectly for, and helps to boost staff confidence in IT.
Pros
Automated ticket routing
Ticket updates
Integration with Teams
Cons
Mobile app not available as part of basic package
BI reporting not available as part of basic package
Agent only usable on internal network
Likelihood to Recommend
SysAid has been appropriate for all our users as the helpdesk ticketing is cloud based and responds well to all our user requests. We had hoped to use the agent on workstations, however after purchase we found that the agent only works when connected to internal network and is not itself cloud based.
Normal problems for a company related to IT, such as
computers, peripherals, and meeting equipment, all of which can be resolved via
ticket and with an SLA deadline for completing the service, minimizing
complaints regarding requests made verbally.
Pros
Integration with necessary day-to-day tools such as AD and email.
Tracking of tickets by the end user.
Approval flow notification for directors to carry out approvals via email from anywhere.
Cons
Import data from list-type fields via spreadsheet and not manually.
Mobile app and not through the browser.
Likelihood to Recommend
Asset management, as the tool allows asset data to always be updated through scanning scheduling, routing of automatic tickets through rules so that the ticket is already directed to the right team, and automatic notifications are examples of functions that help a lot in everyday life using the tool.
VU
Verified User
Administrative Assistant in Professional Services (Consumer Services company, 11-50 employees)
We use SysAid mainly for the helpdesk functionality, and the asset management functionality. We swapped from Spiceworks cloud helpdesk as it was too simplistic, and we required more features as we expanded the digital side of the organisation. SysAid's extra features such as the remote support functions address a large issue in the form of users working from home. It's an easier way of setting up a remote session between an admin and a user, it makes solving remote problems much quicker.
Pros
Helpdesk
Asset Management
Remote Support
Dashboard
Cons
Technical Support
Admin Settings
Likelihood to Recommend
SysAid's helpdesk is well suited to us. There's much better change control in that we are actually able to view who has updated a ticket, when, as well as what has been said. We also get to see how end users feel about our service in the form of the user survey. There are features that go unused by us as we're a small team, this is only as we're a smaller organisation and I don't believe it's a direct fault of the system.
VU
Verified User
Technician in Information Technology (Non-profit Organization Management company, 51-200 employees)
SysAid benefits the synergy between the customer and our company. Putting at hand a direct communication just a click away, generating in customers a good perception of the service provided and increasing our credibility as an IT service provider company.
Pros
Automatic reception of support cases
Efficient integration with the company's internal processes
100% availability with cloud services
Cons
Initial parameterization
Implementation
Likelihood to Recommend
The initial implementation and parameterization can be a bit slow due to the internal processes of each company. But when you get past that step you realize that it is worth it to experience every tool of this great solution.
SysAid is used by the entire organization. It's very important for the registration of requests; it is used by approximately six areas of the company in five countries. SysAid has the ability to record a lot of information and find it quickly when required. The ability to get the reports is great. The new upgrades have a great new things.
Pros
Easy to set up
Excellent support for questions
Cloud service
Stability
User friendly
Fast
Stable
Cons
Improve the problem module
Likelihood to Recommend
It works well for very large amounts of data, integrates all departments to have control of their records, creates different forms to obtain the necessary information, and notifications are very punctual. We can use it for all departments in the company (e.g., facilities, marketing, human resources, etc.). The reports work very well.
VU
Verified User
Technician in Information Technology (Consumer Services company, 10,001+ employees)
We use it for our ITSM product, and will be rolling it out for our Engineers and Facilities departments as well.
Pros
Reporting on trends in your support desk.
Customize to your needs.
Allow you to have multiple forms.
Workflows for new hires that spam multiple team participation.
Cons
Implementation requires a lot of time and effort.
Finding appropriate KB articles.
Menu item placement.
Likelihood to Recommend
If you have the budget and need the features that make this product really shine, like chat and then rolling that chat into a ticket, or in-depth reporting, this is a great product. The ability to add features besides just a help desk ticketing system makes this a robust solution.
VU
Verified User
Engineer in Information Technology (Non-profit Organization Management company, 51-200 employees)
It is used throughout our organization. HR, Finance, Payroll, Telecom, and IT. SysAid has helped us better manage tickets and assign them. I am in IT and it works great. I love that we can customize and add many options. Users are able to track their own tickets. Techs or admins are able to easily manage their tickets and able to reply. I am currently working on improving our asset management, so far it's a nice process. SysAid helpdesk is very responsive and very helpful. I am able to customize fields and make it sync with the DB.
Pros
Asset management
Remote tool integration
On the cloud
Customizable
Cons
More flexibility when creating forms.
Would like to be able to rearrange tabs in the asset, can't yet.
Add flexibility to make fields into columns instead of straight down the page.
Likelihood to Recommend
Great to use for multi departments, able to update and transfer with ease. Easy to use for the most part. Lots of options and features.
VU
Verified User
Analyst in Information Technology (Non-profit Organization Management company, 501-1000 employees)
Sysaid is being used as a marketing request management work around in our organization. We took the IT ticketing software and now have our coworkers use it to fill out marketing requests as well as IT requests. For what it needs to be (submitting requests, giving it a number, informing department) it works well. However, as our department has evolved we've learned that it is very much lacking in functionality that can be found in other project management software, however we do not blame Sysaid as this was not its intended purpose.
Pros
Allows users to submit specific requests(by department, by project, by production piece).
Communicate to our department when new requests have come in or when changes have been made to requests.
Export information.
Cons
Allowing communication between users to happen within the software.
More customizable and more easily customized forms.
Actually having an export in a graphical layout that is targeted to end users rather than IT people.
Likelihood to Recommend
I imagine for IT this works great, however as a marketing tool/collaboration tool, it leaves much to be desired. But again, we understand this is not it's intended purpose.
VU
Verified User
Administrator in Marketing (Non-Profit Organization Management company, 51-200 employees)
