Overall Satisfaction with SysAid
SysAid was acquired for use by our IT department primarily as a means to track trouble tickets (requests to the Help Desk) and change management functions for our applications programming team. We are expanding its use to allow all employees to enter help desk requests directly into the SysAid system, which should get problems under investigation sooner.
- Software can be configured in various ways based on many different data, making it very flexible and adaptable to a specific customer's requirements.
- Base product is very powerful and may not require purchase of additional modules.
- Technical support team is very knowledgeable and helpful.
- Documentation is online and accessible.
- The product is very large and complex. Expect a steep learning curve to get full benefits.
- Flexibility is both a strength and a weakness. Consider obtaining expert guidance (at a cost) to get system setup to your own needs more quickly.
- Time zone difference (USA vs Israel) has presented problems in communication in the past.
- Their reporting product is weak. The Excel files it can output are practically worthless. Plan on mining their database with your own tools for most useful reports.
- Can't quantify.
- TrackIt
TrackIt was overpriced and under powered. We selected SysAid after a limited search. We felt it would be an upgrade over TrackIt and it certainly has proved to be.