Item: SysAid
Rating: 9
Author: Verified User

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

We use SysAid as our ITSM. It has been a big improvement for us in regards to end user interaction with the Self-Service Portal, ticket management and auto categorization. It has also provided us a way to implement work flows and approval processes. SysAid also provides Teams implementation and KB for end users to resolve certain issues themselves.

Pros and Cons

Pros

flexibility for set up customization
ticket management and auto assignments
self-service portal with KB utilization

Cons

Reporting
Mobile App
more training to maximize full capabilities
remote monitoring and management capabilities

Return on Investment

quicker mean time to resolution
quicker end user ticket submission
easier to track and assign tickets
easier / multiple forms to communication with end user

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?

Would you buy SysAid again?

Yes

Other Software Used

ConnectWise RMM, ConnectWise Automate

Likelihood to Recommend

SysAid has been great in our management of handling tickets within our Helpdesk but has also allowed us to include other departments. Having work flows has helped us with onboarding and setting up approval process for phones and computers, along with auto prompting end user with additional required info for requests and incidents minimizing the back and forth communication for basic info.

SysAid Feature Ratings

Comments

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Moving to SysAid was a step in the right direction.

Software Version