SysAid

customer facing ticket creation

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 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 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 creates the right structure for the IT help desk which can improve its efficiency. Organize help desks into multiple levels or tiers. Queue and assign requests. Conduct end-user surveys. Empower end users with self-service. Better manage routine tasks. Generate reports with targeted key performance indicators. Increase collaboration and communication.

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

For the price, you get more than a Helpdesk. Most other providers cannot come close to their value-for-money proposition and with the support and service, you would be stupid not to look at SysAid as an option. We cannot run our business without SysAid we are moving to a service desk not only a help desk to automate and improve our business processes.

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.

Excellent for incidents, requests, and problems, as well as for change management. This is a good ITSM package.

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 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.

The initial implementation and parameterization can be a bit slow due to the internal processes of each company. But when you get past that step you realize that it is worth it to experience every tool of this great solution.

It´s more suited for help desk team. For example, SysAid has a tool like self service password. It allow all the windows user can reset or unlock him self. It´s less appropriate for change management, because the flow that my organization require, the tool did not meet. For example, when we need rollback, we can´t get back in the ticket flow.

If you want to automate your processes, from what the user requires and you use the escalation rules, the ticket is directed at a specific time to a specific team and person, saving you time in the classification, prioritization, assignment and attention of each ticket. SysAid allows you to create specialized workflows or apply workflows according to ITIL best practices.

Support to get the basics set up was great. Anything beyond that can be tough. The knowledgebase will help again with basic questions but if you have anything that is specific to your business that you want to implement or set up, there is limited support.
Overall we like the product and for what we are using it for, Help Desk, Change Management, Asset management, it is working well.

If you have a very small team that will not expand this might be for you. There is also a free version that works well. Performance and features will work much better in the cloud. Don't get an on-prem version. Also, they are HIPPA compliant, which was a big sell for us.

Sysaid uses the ITIL framework in its ITSM which grants a company with greater use of this Philosophy. This product is good where you don't have a dedicated ITSM resource to build and continue using the application in the organization. Where this product might not be for your situation, if you have a large, multisite organization where tickets could go to many different departments, a more powerful tool such as ServiceNow would bring more value.

Supporting helpdesk technicians

Because of the modular lic. the model you can start with the easy processes. As you IT department grows in maturity you can buy more modules and grow further. To my opinion this product is very useful in small \ mid-size IT environments

SysAid is a very intuitive, user-friendly ITSM system that is easy to access and utilize by our business colleagues. We enjoy the benefits of the Asset Management tool and the Password Reset capabilities are an extra bonus for us.