We use SysAid as our ticketing system for 3 different groups in our IT department and for our HR service center. We plan on expanding it to our finance service team as well. It has helped track and streamline services provided by IT and HR staff such as employee onboarding. It has automated active directory user account creation with SysAid's Automate Joe. Automatic text entries allow us to deliver standard communications from all staff.
Pros
Automation
Customization
Support
Cons
Better options for tracking time
Less turn over of account reps
Likelihood to Recommend
Great ticketing system for IT and other service delivery type departments
VU
Verified User
Manager in Information Technology (Oil & Energy company, 5001-10,000 employees)
SysAid is used across the organization. We use it to track service tickets and asset management.
Pros
User interface is simple and easy.
Categorization is customizable and flexible.
Asset scanning very accurate.
Cons
The agent deployment through GPO can be challenging. Unfortunately, they're retiring the simple "download windows agent".
The app for teams is very new, it needs a lot of improvements.
Email rules, could evolve to the usage of tags to automatically assign and categorize.
Browser extensions.
Likelihood to Recommend
SysAid (cloud) is excellent if you want a quick implementation across various sites and have stable internet connectivity. I would also recommend if you are migrating from another helpdesk.
VU
Verified User
Manager in Information Technology (Mining & Metals company, 501-1000 employees)
