Sysaid Provides an Effective Customer Services Tool
September 25, 2015
Sysaid Provides an Effective Customer Services Tool
Score 8 out of 10
Vetted Review
Verified User
Software Version
8.5
Modules Used
- Help Desk incident management - log, process, manage, and report on the IT issues
- Email integration
Overall Satisfaction with SysAid
SysAid was being used in the following manner at my organization:
It was an incident management software that helped staff communicate through the logging, processing, managing and reporting of IT issues that impacted customers. Also, it helped the help desk staff, as well as other IT staff to meet ITIL standardized methods such as effectively meeting response times, analyzing issues and documenting solutions and issues as they fit into the company's environment. The software made communication of issues and solutions to the end user and business staff efficient. It was being used throughout the whole organization. It addressed all businesses that integrated technology in it.
- It effectively made it possible for our help desk staff to professionally communicate technological issues, needs and solutions to the business staff and end users.
- The SysAid incident management software made it possible to tailor the software to our company's needs and operational processes.
- It also made it very efficient for staff to find trending issues and develop plans to address them.
- One of the areas that can be improved is the Knowledge Management module, as far as making it more efficient to locate and search the knowledge base.
- It definitely provided us with better customer service tools, because it gave us the information needed to communicate with end users and business staff effectively.
- It provided us with efficient time response to issues due to the tools available in the software for organizing the incident.
I have used a number of help desk incident management tools and found that SysAid has a more efficient system, when it comes to tracking incidents and quickly gathering the information needed to make a quick analysis of the technological issues within the company.