Overall Satisfaction with SysAid
SysAid is being used for the whole company. We are using the incidents and request modules. Too we use the assets management and this help us a lot with the assets administration. Many departments has been adopted this software and we have good results. We has been improve the response time to the users.
- Managing of SLA
- Assets management
- Remote control
- Password assistance
- The templates configuration with the drag and drop option would be exceptional.
- To can manage the categories view for group in the permission option.
- More spanish support.
- The time saving
- The improve of the process
- The managing of the SLA
My workload has been decreased with the automation of process using SysAid. I can mention the password self service. This feature is very used for the users and the amount of tickets has been decreased. The tickets that are created using the email rules is another function very useful, that has been reduced the process of customer service
SysAid has more function and it is more adaptable to business necessities. The option of SLA managing help to maintenance the end-users satisfaction and do measurable technician work. The tickets auto assignation is a very important option that the system has integrated. The template personalization [does] the [job of] getting information more [easily].
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?
I wasn't involved with the selection/purchase process
Did implementation of SysAid go as expected?
I wasn't involved with the implementation phase
Would you buy SysAid again?
Yes
SysAid Feature Ratings
Using SysAid
950 - In our organization the mostly of employees use Sysaid. The business deparment and Technology are the most that use this. For the company Sysaid is part of the business because help to reduce the responses time to the customer and the assets management help a lot with self service of the users in the solution of some request like the password change or unlock.
4 - The Service Desk it is the department that manage the Sysaid software. They have the task of customize the app anm make the changes that are requested for the users or another admins in the category, scalation, service agreement, group permissions, templates configuration and the reports for stadistics that are used for the IT manager.
- Service Agreement
- Password Self Service
- Asset Management
- Ticketing System
- Incident and Request
- The self service of the windows password
- The asset inventory
- The templates configuration
- The CMDB
- The Software Inventory
- The Mobile Solution
Evaluating SysAid and Competitors
Not Sure
- Product Features
- Product Usability
The very useful that is the System.
I will choose the system with the features of Software patches
SysAid Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
We didn`t, because Sysaid doesn`t has a lot of issues and we receive the support when we need of this. The premium support is something that we don`t see like necessary now, but we can consider this in the future for some implementations or change that we have planned do.
Yes - The bug that I reported when solved in a new release a few time ago. I am satisfied with the answer of the support and the promise of solve this, because they did. I Think the bugs are very serious for Sysaid and they try to solve this very quickly.
When we did our first upgrade from version 14, we had an issue and the support helped a lot until that we found the solution. In that experience we learned about some process that has been help to us in the next upgrade that has been do and we know that if we need help they are there.
Using SysAid
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Knowledge Base
- Escalation rules
- Routing tickets
- SLA configuration
- BI Analytics
- Workflow
- The matrix
Yes - That is new features in the latest release and for my is a very useful, because we can use our mobile device and keep the same view of the dashboard.