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Helper at all times
December 16, 2020

Helper at all times

MIGUEL BERRIOS | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

Currently, it is being used in three areas of the company - in IT support, request for supplies, and general fault reports. This is the first stage, since we analyzed the functionality of SysAid. The truth is that we are happy with the ease of use and configuration, so far we have not had any problems. In the future we are planning to expand it to other areas.
  • Ease of setup
  • Ease of use for the end user
  • Variety of tools
  • Constant training
  • Easy to hire
  • More accurate reports
  • Use from cell phones for the end user
  • Audible or video guides for better use
  • We have improved service times
  • It has been observed that equipment has greater failures
  • We have improved the way we keep inventories
Since we started the implementation project, they have given us timely attention, [and] they have constant training, through Webinars. When creating a case, the service has been very fast, and it has community support, where you can see the solutions or difficulties that other users have had.

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

It is very easy to modify and adapt to the needs that arise, I think that until now I have not found something that cannot be adapted to the ideas we have had, it is very practical. The reports and their programming allow one to be attentive to only the functions that one should pay attention to, thus achieving an improvement in service times. We are very happy with the usability of it.
It fits well in most areas, where the user must request support or help. In our experience, we have been able to verify that the tool is easy to configure, in such a way that any type of request can be created, at the same time creating categories and subcategories. These facilitate the end-user to be able to make a more detailed report of what they need, even making the request by email.

SysAid Feature Ratings

Incident and problem management
9.8
Organize and prioritize service tickets
10
Expert directory
9
Service restoration
10
Self-service tools
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

Using SysAid

39 - Currently I am the IT support technician. I am the person who evaluates and recommends the acquisition of new products in my area. I am also in charge of modifying the tool, providing support to the other administrators. Finally, I provide technical support both remotely and in-person to end users.
1 - Being an easy-to-program tool, no special skills are required to make these changes, but general knowledge of the areas to which the service is provided is required. At the moment, I'm the only person providing technical support. I am the one who made these changes and the general support of the tool.
  • IT case care
  • Request for supplies
  • Attention to cases of general breakdowns
  • Request for supplies
  • Fault reports
  • Request several
  • Purchase orders
  • Human resource requests
  • Changes in projects
It is a product that has come to meet the expectations we had and exceeds them. It is very versatile, it has been a great help to us. We are very happy, we have been able to measure the attention, response times and satisfaction of the end-users.

Evaluating SysAid and Competitors

Yes - We replaced Aranda. The change was made for an improvement in the total cost: SysAid included most of the tools in one although it also had custom packages. This was contrary to Aranda, where the packages had to be purchased individually and their cost was in the end very high and the configuration more complex.
  • Price
  • Product Features
  • Product Usability
The cost of the acquisition was important, since SysAid has a product that brings together the tools that we were looking for in the market at that precise moment. It is not only a help desk but at the same time, it allows us to keep inventories and gives us a analysis of the use of it.
The fact of being able to test the different benefits and utilities in a practical way and without having to install or program makes one feel satisfied. It is in itself its best cover letter, since as one uses it, one can know it.