Item: SysAid
Rating: 9
Author: Verified User

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

We use SysAid to resolve internal and external IT technical queries. We also use the software for development tracking and software changes. It is also sometimes used for change control procedures. This system has a lot of functionality that we still didn't even touch. We are currently looking at integrating it with our SCCM system.

Pros and Cons

Pros

Asset Management.
Automation rules on incidents.
Can fit into any company with customization.

Cons

Make templates more user friendly to customize.
Make documentation easily accessible.

Return on Investment

SysAid helped reduce the MTTR significantly.
Customer service resolves issues quickly and sufficiently.
Automatic ticket assignment.

Key Insights

Do you think SysAid delivers good value for the price?

Yes

Are you happy with SysAid's feature set?

Yes

Did SysAid live up to sales and marketing promises?

Yes

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Yes

Likelihood to Recommend

SysAid is very customizable. The custom options make SysAid a fit for all, but it gets complicated quickly. Routing rules on different email accounts and reports on tasks can be difficult to set up. If you work with it every day and play around every day, it becomes easier, but the starting point is rough.

SysAid Feature Ratings

Comments

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Honest Opinion of SysAid

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