A browser-based Helpdesk solution you really should look at
November 15, 2017
A browser-based Helpdesk solution you really should look at
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with SysAid
SysAid is used by our entire company to open/manage helpdesk tickets. We use the knowledgebase to document problems/solutions and IT uses it for project management. Using SysAid to manage our helpdesk has provided much better communications between IT and end users and improved time to close compared to what we were doing before.
- SysAid's customization has been very useful for us. The ability to add/modify fields and forms has permitted us to tweak it to do exactly what we want.
- Email integration has been an outstanding way for us to streamline ticket generation and routing. This means getting the ticket to the right team without manual assignment.
- Password Services gives our users the ability to unlock and reset AD passwords without IT assistance.
- Sometimes support has not met our expectations. Response time can be longer than we'd like. Also a particular bug that was causing us issues took much longer to resolve than we were led to believe.
- SysAid has allowed us to be more efficient in handling helpdesk tickets. That means our team is more productive and can do more each day.
The primary competitor we evaluated was Track-It. That product was also very feature rich, but we decided that we wanted a browser based solution.