SysAid - You might not know you need it, but you do.
November 14, 2017
SysAid - You might not know you need it, but you do.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with SysAid
I began work in the IT Department at EPMG in 2008. We were a fledgling department without a suite of tools that are commonly used in IT. As our workload and influence grew, it became clear that we needed some method to track service requests from out users, as well as work performed inside the department. After some research a myriad of choices were presented. A number of them fell by wayside early because they were too expensive, too elaborate or too difficult to use. I identified SysAid as a product that could meet our needs at a low cost of entry, while still offering us the ability to make use of more advanced features in the future. We use it as the primary tool for creating and tracking help desk tickets for the entire company. We also use it as a tool to track internal IT projects. It has been extremely useful in keeping issues from falling through the cracks. And our users appreciate the ease with which they can create tickets and are secure in the knowledge that a response to their problem is forthcoming.
- Ease of entering tickets. The last thing a user having a problem wants is a problem reporting their difficulty to the IT Department. With SysAid, this is never aa issue.
- Ease of tracking tickets. Keeping from getting swamped by a wave of problem tickets and yet still making sure that every one of them is responded to promptly is critically important. SysAid's tracking and notification features make sure nothing every gets missed.
- KnowledgeBase. While we are still a small department, we deal with a wide array of problems. Knowledge transfer does not always occur as it should. SysAid allows each of us to add the relevant information the KnowledgeBase so it will be available to all.
- We don;t use many of the advanced features of SysAid (asset and patch management, benchmarks and analytics) because it appears the learning curve is quite high.
- The interface is pretty rustic. This does not affect the use of the product, but it could create a marketing problem when trying to gain new customers as they may be comparing it to something "prettier".
- At various times the SysAid server service shuts down. This is not a common occurrence, just often enough to be mildly annoying.
- IT Department satisfaction. Before we had a formal service ticketing solution, users needs were often difficult to communicate and responses often were lacking. SysAid has completely turned this around for use and enhanced user satisfaction.
- Recognition of effort by upper management. Before SysAid, reviews by management often understated the amount of work done by the IT staff. SysAid easily gives us reports of what and how many tickets each It staff member is working on and completing, leading to increased recognition for that effort.
- Set better expectations. SysAid allows us to see where each IT person is engaged, so when new projects appear, we are better able to present a reasonable time frame for the start and end of the work. Users apperciate this.
This very full-featured, expensive and complex system provides pretty much everything you would ever want in a ticketing system (and more), but at the cost of complexity, usability and high cost.
SysAid provides exactly what we need in an affordable and easy to use package.
SysAid provides exactly what we need in an affordable and easy to use package.