Item: SysAid
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

SysAid is used across the whole organization. It is being used as a support ticket management application and to manage technical services change requests. There are 12 different locations, most with 200-300 teammates. SysAid helps us manage and direct requests for when people need help with IT problems and when they have ideas about how our in-house software and other technical services can be improved.

Pros and Cons

SysAid support is very responsive and helpful - consistently following up when needed.
SysAid is customizable to the unique needs of our organization
SysAid is continually improving their product

Workflow action items do not have as customizable notifications as the rest of the system
With multiple email replies containing the same images, the attachment list becomes difficult to sort through and identify non-duplicate attachments.
Understanding how escalation rules and routing rules apply is not as intuitive as I would like.

Return on Investment

When our end users use the system, it helps expedite the help desk process.
It is helping us eliminate alternative pathways for our end users getting assistance

Support Rating

I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of SysAid go as expected?

I wasn't involved with the implementation phase

Would you buy SysAid again?

Yes

Usability

The interface is not as pretty and intuitive as some would like, but the ability to customize the experience from the administrative side has been super helpful.

Likelihood to Recommend

SysAid is well suited for an organization that wants a lot of control and customizability in their helpdesk application, and for an organization that has unique organizational structures.
It is less appropriate for an organization that wants a simple, minimal interface that requires little interaction and set-up time to be managed well.

An all around great tool for large organizations with unique needs.

Overall Satisfaction with SysAid