SysAid

Asset management, as the tool allows asset data to always be updated through scanning scheduling, routing of automatic tickets through rules so that the ticket is already directed to the right team, and automatic notifications are examples of functions that help a lot in everyday life using the tool.

SysAid can generally be deployed in environments that require a helpdesk ticketing system, Standard! We can certainly vouch for the education sector as the product we installed 10 years ago has grown with us allowing for advancements (AI for instance) and still meets our business needs today whilst future proofing us with the latest support tools (team viewer for instance).

It has done a great job with issues being reported however, it does have its issues with images being shared or forcing end users to fill out the necessary fields. However, some of that may be on how we have the system currently customized as that seems to be very open ended, for better or for worse.

SysAid's helpdesk is well suited to us. There's much better change control in that we are actually able to view who has updated a ticket, when, as well as what has been said. We also get to see how end users feel about our service in the form of the user survey. There are features that go unused by us as we're a small team, this is only as we're a smaller organisation and I don't believe it's a direct fault of the system.

It is well suited for organisation with limited case flow. It is useful in small organisations. It is helpful if you have multiple business applications where you receive different kinds of tickets everyday.
The application will be not useful if the users are in large numbers and number of users and tickets are high

I find it easy to follow up with support tickets to see what communication the technicians have had with the customers and the status of the project. I also completely rely on the dashboard we have created to monitor our hosting customers with all hosting details, including whether or not the account is active or disabled. I'm able to update activity on tickets when I need to inform a technician of new details on their project.

It has a nice clean interface that works great for the ticket tracking for our helpdesk. I also like the portal for users to enter there tickets, it is an easy way for users to enter and follow there tickets.

SysAid is suited for nearly all aspects of my job, the only circumstances I go out with SysAid are for more consistent communication with users & acknowledgment they've seen my communications. In these times I'm more likely to go for Teams or phone calls. I'd like in the future to see a better chat system for SysAid.

Consistently, SysAid has demonstrated its versatility by seamlessly integrating with various software solutions, facilitating ease of work across a diverse range of useful applications in the software landscape; if you use a number of software and require seamless integration with your helpdesk, SysAid is your go to. However, while SysAid Helpdesk proves beneficial, the prolonged duration taken to deliver lasting solutions for significant issues becomes a notable concern. While I value their commitment to understanding raised issues thoroughly, the extended timeline often results in work accumulating and impacting productivity due to unresolved issues within the specified time frame.

Ease of users being able to quickly create tickets via the MS Teams Chat bot. We have many users that need to be able to continue with there day and having to stop to enter a long ticket is not something they have time for. Being able to user the Chat Bot to create a ticket quickly works well for them. Users love being able to user the Knowledge Base, we are able to publish knowledge base docs for issues that the user is able to easily solve on there own. Great customization of the SSP and creation of templates of items we needs from the users.

Well-Suited Scenarios:
Incident Management: SysAid excels in handling incident management. When a user reports a technical issue or service disruption, SysAid efficiently captures, tracks, and resolves incidents, ensuring a streamlined process for issue resolution.

Service Request Automation: SysAid is well-suited for scenarios where service requests, such as software installations or hardware upgrades, require automation. The platform's customizable workflows and automation capabilities help expedite and standardize these processes.

Asset Management: SysAid is beneficial for organizations requiring a robust asset management system. It effectively tracks and manages IT assets, providing insights into their lifecycle, maintenance and facilitating better resource allocation.

Less Appropriate Scenarios:
Highly Specialized Workflows: In cases where organizations have highly specialized or unique workflows that deviate significantly from standard IT service management processes, SysAid's flexibility might be limiting.

Resource-Intensive Implementations: An organization needs more resources for a comprehensive implementation and ongoing management of SysAid to be the most appropriate choice. The platform's effectiveness relies on proper configuration and maintenance.

Limited Customization Needs: SysAid's extensive features might be overkill for organizations with straightforward IT service management needs and minimal customization requirements. A simpler and more lightweight solution might be more appropriate in such cases.

The MS Teams chat bot is major reason we chose SysAid. It has made raising tickets for users very quick and easy.

SysAid is useful in a medium- to large-sized company. It allows to management of hundreds of assets, manage their life cycle. It allows the ticket system to manage incidents and problems. It follows the ITIL model.

SysAid has supported our organization as we have grown to 1 billion. The platform is cloud-hosted, and with new Teams ticketing capabilities, it aligns well with our company now and into the immediate future. As we continue to grow, we will need to determine if the platform can scale up and continue to support us.

In smaller business that require a software to meet a multitude of requirements and ability sysaid is well suited and superior to many other softwares due to its flexibility in cloud and onpremises. We have not run across any issues that we could not overcome and the software has been a set and forget ever since.

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.

I cannot speak to other scenarios but it works well for internal IT ticketing in our environment. I used to work for an MSP with 35+ clients and it would also work well there as a ticketing solution.

Good for ticket tracking for incidents/requests submitted by end-users. The customization does meet current needs but can be improved upon to help in the future.

Making reports for other departments, automating said reports to be made on a weekly and monthly basis, keeping track of the PC and laptops of the bank, making a good workflow between technicians, keeping track of incidents, making notes, and looking at the history of specific tickets are managed.

The ease of implementation and the quality of PS engagement with ongoing questions and support. They take the time to listen and provide solid guidance on how to implement this solution to meet your business needs.

Ease of use. Didn't take much longer to learn how to use and customize for our company. At first, functionality was difficult in the early stage but it has improved a lot over the years. The asset tracking is great! You can identify equipment with login. You can automate windows updates, you can even remote into the device from within SysAid. This is very helpful when trying to fix a problem.

Excellent support!

Good for ticketing, knowledge base consolidation, and reporting. Bad for replying to emails, and needs more features in the knowledge base.

After introducing SysAid and it being rolled out through the company the ICT support has improved drastically. Customers have easy access to the platform to raise tickets and control them. For ICT the management and triaging of the queue improved and performance improved. We can now control adherence to SLAs and specific teams performance.

SysAid can be very a powerful tool to keep your department organized and on top of incident responses. There are ledgers for every update and response time. Migrating end-users to SysAid can be very easy with voicemail to email or by email submissions or by having the end-user log into the self-service portal. It may be very overwhelming at first with the setup but a gamechanger for productivity.