Overall Satisfaction with SysAid
We currently use SysAid as our organization's primary helpdesk solution. We also perform inventory tracking on the platform. The system is used by multiple departments to resolve both internal employee and external member cases. We maintain an internal change management tracking log that we have tied into our SysAid cases for managing change approvals. Overall, the platform is able to handle service requests, escalations, and asset tracking with minimal support required.
- Service requests and escalations
- Cloud-based, dependable platform for initiating and tracking service cases.
- Affordable and reliable system that out-performs many traditional helpdesk platforms.
- Our organization attempted to implement the change management features but were unsuccessful in accomplishing this. We will attempt again in the future.
- Some service cases remain unassigned after a long period, which may be a configuration issue on our end.
- Microsoft Teams integration has improved adoption.
- Microsoft Teams has simplified the ticket creation process.
- SysAid has helped our IT Department maintain appropriate controls and documentation that meets audit and regulatory requirements.
Information Technology has created various help guides and documents that assist our employees when implementing tickets. Microsoft Teams integration has created a common, known platform where end users are able to submit new requests or follow up on existing cases in an easy-to-follow workflow. SysAid templates have also simplified the creation of new requests, as well as the routing of cases to the appropriate internal IT or department resource.
My recent experience with a service desk platform was using ManageEngine's ServiceDesk Plus solution. SysAid stacks up well against this solution, and I tend to appreciate SysAid more due to it being a cloud solution and for the Microsoft Teams integration. SysAid is also more affordable and easier for end users to adopt.
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
SysAid Feature Ratings
Evaluating SysAid and Competitors
- Cloud Solutions
- Ease of Use
SysAid was our team's first service management solution, and we initially liked the ease of use and ability to adapt the software to the needs of multiple departments through workflows. With the migration to Microsoft Teams and the cloud, the product has become even easier to maintain within our environment.
If time were not a factor, we would have wanted to better leverage the SysAid platform for other areas of our technical operation. We primarily use the service management component, however asset management, problem management and change management adoption would help our technical team and business areas streamline our operations.