Easy Incident Management
August 06, 2020

Easy Incident Management

Avinash Rambeharry | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

Sysaid is used throughout the organization for IT support issues for hardware and software. It is also used for submitting HR related requests (eg. job letters, requests for leave). It addresses the issue of accountability, tracking, and reporting of issues/requests.
  • Easy setup of ticket categories and routing.
  • Simple interface for adding notes, attachments, and comments.
  • Excellent integration with email for notifications.
  • Easier change management process setup.
  • Simple reporting interface.
  • More flexibility in creation of rules for assignment.
  • Sysaid has been able to reduce our resolution time from 3 days to 1 day.
  • It has allowed us to prioritize the more important issues and improve uptime from 98% to 99%.
  • It has improved the efficiency within the department by 25%.
Sysaid responds within an average of 2 hours to any issues that are raised. Our account manager is always reachable.

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 is well suited to logging, assignment, and tracking of issues/requests. It is less appropriate as a change management tool.

SysAid Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Service restoration
10
Self-service tools
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
9
Asset management dashboard
9
Change requests repository
7
Change calendar
8
Service-level management
8