It's our support ticketing and tracking system as well as a central location for asset management and our IT knowledge base. We also have the ability to use it to alert when an asset becomes unavailable. We also use it for analytics as it pertains to trouble tickets and time to resolution
Pros
Support Ticketing/Tracking
Hardware Asset management/tracking
Also useful for SLA/SLM management
Likelihood to Recommend
very well suited for support ticketing and incident tracking as well as change management. Also has the capability to remotely manage/control end user devices if need be. Chat function is also built in as well as a new AI capability\feature also includes BI analytics built in as well as the ability to run reports on just about anything you could want
VU
Verified User
Administrator in Information Technology (Transportation/Trucking/Railroad company, 1001-5000 employees)
IT Ticket management , The workflow for request in sysaid really helped us to turn complex process to simply step by step department assignment. The only problem which i saw is the asset management side , there is no clear defined asset management UI , and also no contracts management can be done.The copilot product is a game changer for us as it provides first level support to the users to resolve their issues
Pros
template workflow
AI chatbot
customer support
Ease of use
Cons
KB article UI
Classic UI
asset management , contract management
Likelihood to Recommend
SysAid is well suited in environment where you require a ticket workflow which is dependent on many departments. For efficient running of systems system tools helps users to raise ticket and get appropriate support at the right time. Another thing to highlight about sysaid is their well dedicated customer support where we get live solutions to problems in sysaid if any. We many use sysaid for ticketing system
VU
Verified User
Administrator in Information Technology (Warehousing company, 1001-5000 employees)
SysAid provides the central platform for the IT department to manage its customer base. In addition, the HR, Cargo, and Legal teams use SysAid in a similar manner, to support their internal customers.
Pros
Reporting is a strong point of SysAid as the reports are used when the technical team meets to discuss the status of jobs
SysAid allows our customers to complete a survey when each ticket is closed and this gives us a good idea of our customer satisfaction
SysAid has demonstrated that they can keep current with trends with upgrades and additions such as Automate Joe
Cons
We would welcome an easier way to manage assets
SysAid can consider offering lower prices on the use of its products
Likelihood to Recommend
SysAid has helped our team to meet and exceed its targets for outstanding support for the organization on a consistent basis over the past few years. It is an essential tool for our team and the organization.
Sysaid is used throughout the organization for IT support issues for hardware and software. It is also used for submitting HR related requests (eg. job letters, requests for leave). It addresses the issue of accountability, tracking, and reporting of issues/requests.
Pros
Easy setup of ticket categories and routing.
Simple interface for adding notes, attachments, and comments.
Excellent integration with email for notifications.
Cons
Easier change management process setup.
Simple reporting interface.
More flexibility in creation of rules for assignment.
Likelihood to Recommend
Sysaid is well suited to logging, assignment, and tracking of issues/requests. It is less appropriate as a change management tool.
SysAid is used by our main staff service departments, IT, HR, and Properties. It is used to log and track the response time of customer request. It allows us two opportunities: 1) to quantify performance and 2) provides us data for strategic decision making. due to its success it i sbeing expanded to ur legal department as well
Pros
Customer support is always readily available and supportive in addition to account managers who work with side by side with us to get the best out of the application.
Always improving, allows me to customize the app to meet my needs and simplify and automate some processes freeing up valuable time for better resource management.
Application integration, SysAid is able to be integrated with other applications, SysAid itself has many functions like remote access, chat, asset management, automation.
create workflows allows us to automate manual processes within the organization
Cons
Only suggestion is a better method for training, although they have professional hours for one-on-one guidance and a help tutorial, I believe there should be an online or even pre-recorded options for companies to enroll their staff. In my situation I am the only administrator which makes it difficult to get training since it's more feasible to train a group of persons.
flexibility of the reports to allow complex formulae from excel
Likelihood to Recommend
It is more suited for a service environment, where each request can be recorded, assigned, managed and reported. Reports can provide limitless information. SysAid is adaptable to the needs of most departments, once there is a customer request and a follow-up action sysaid can be beneficial. For example, in a finance department SysAid may not be relevant when it comes to processing payroll or invoices but if there is a query SysAid can record the query, record who is assigned to respond, track how long it takes to respond/resolve, record this information for future analysis, assist in closing loopholes or improving efficiency.
It is an ITSM used to measure performance of both IT vendors as well as the internal team. Provides traceability and KPIs for various service-based scenarios. Assists in identifying training requirements and identifying defective equipment. It assists in balancing the workload among technicians. It is a tool that assists in project management as well as providing a knowledge base to fall back on.
Pros
Customization of end-user forms.
Automation of ticketing functions.
Management of large volumes of data.
Cons
Initial setup is complicated.
Patches can sometimes cause problems.
Availability of previous versions.
Likelihood to Recommend
Suitable scenarios Human Resources, IT, Workshop, internal services, service departments, online ordering, SLA enforcement, public-facing system for service providers, schools, and universities.
Unsuitable scenarios: A Medical center, clinic, VoIP environments, food businesses, and data restricted environments. Even though I listed these as unsuitable scenarios, the system's wide range of customization should allow for a successful implementation.
VU
Verified User
Project Manager in Information Technology (Logistics & Supply Chain company, 201-500 employees)
