Overall Satisfaction with SysAid
SysAid is used by our main staff service departments, IT, HR, and Properties. It is used to log and track the response time of customer request. It allows us two opportunities: 1) to quantify performance and 2) provides us data for strategic decision making. due to its success it i sbeing expanded to ur legal department as well
- Customer support is always readily available and supportive in addition to account managers who work with side by side with us to get the best out of the application.
- Always improving, allows me to customize the app to meet my needs and simplify and automate some processes freeing up valuable time for better resource management.
- Application integration, SysAid is able to be integrated with other applications, SysAid itself has many functions like remote access, chat, asset management, automation.
- create workflows allows us to automate manual processes within the organization
- Only suggestion is a better method for training, although they have professional hours for one-on-one guidance and a help tutorial, I believe there should be an online or even pre-recorded options for companies to enroll their staff. In my situation I am the only administrator which makes it difficult to get training since it's more feasible to train a group of persons.
- flexibility of the reports to allow complex formulae from excel
- Improve SLA response.
- Improve efficiency on resources.
- Decision making data for strategic decision making.
- Better streamlining of processes.
Do you think SysAid delivers good value for the price?
Yes
Are you happy with SysAid's feature set?
Yes
Did SysAid live up to sales and marketing promises?
Yes
Did implementation of SysAid go as expected?
Yes
Would you buy SysAid again?
Yes
SysAid Feature Ratings
Using SysAid
SysAid Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
at this time because of cost constraint from the pandemic we were unbale to afford this service at this time, the pandemic did a number on our company so we currently experiencing major cost savings practices. we do however recognize the vast amount of features available from sysaid and premium support would be needed for us to maximize these resources.
Yes - yes i did, one was one particular admin was unable to sign in and another the survey feature did not react the way it was supposed to, both were reported and a rep made contact was able to resolve immediately and the other had to be escalated but was eventually resolved as well
yes i wanted to automate tickets based on department which could not readily be done but the rep persisted and persisted until he was able to find a work around even when upon escalation was told that it could not be done, at the end my escalation rules work perfectly it little more manual work to configure but once done life gets alot easier