Small Educational Institution's Overall View on SysAid
October 27, 2015

Small Educational Institution's Overall View on SysAid

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

I used SysAid at a previous company for help desk ticketing and remote assistance support. It was used by our central IT department that supports the entire school. It addressed problems that didn't allow customers to submit help desk tickets for documentation purposes. Within the ticketing process, users had the option of submitting screenshots showing their issue(s). It also allowed the IT department to remote into customer's workstations to resolve issues remotely.
  • SysAid provides an easy to use interface that allows customers to easily understand how to submit help desk tickets.
  • SysAid allows the user to insert screenshots directly into the tickets. This allows users to quickly display a particular issue to their IT staff for researching purposes and also allows the user to paint the picture they are trying to get across to IT
  • SysAid also allows you to remotely assist users that have the SysAid client installed on their PCs. This allows IT to save time and quickly assist users in realtime.
  • The version of SysAid we used was the free version so it had limitations on the amount of users we could have using the product. I'm sure there were other features that we didn't have, but it worked for what we needed it for.
  • You have to install the client on each machine that you want to remote into. This was the requirement when I used the product, but that could have since been changed or there may be a better solution with the premium versions.
  • SysAid positively impacted our IT staff to improve overall efficiency in tracking and resolving customer's tickets.
  • SysAid also positively impacted IT by providing an overall better customer service experience through remote assistance and ticket submittals.
  • SysAid allowed our smaller institution to save much needed budget dollars by offering a free version that suited our needs.
  • Numara
In my opinion, SysAid is much easier to use than similar products I've used and it allows for remote assistance within the tickets, which is always a plus. With a much easier to use interface, I think any user can figure out how to use the system. Overall, SysAid provided us with a great experience for what we needed at the time.
Some key questions to ask during the selection process would be:

1. How can this product make life easier for my help desk and IT staff?
2. How can this product save me money?
3. Are there discounts available for my corporation?
4. What sets you apart from other products that have similar features?
5. Is there an option for Proof of Concept?

SysAid Feature Ratings

Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Configuration mangement
8
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated