Problem resolution is faster than ever!!
March 03, 2021

Problem resolution is faster than ever!!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

SysAid used across City College. All Staff/Faculty/Students can get submit the issues and they can be resolved via Phone/Email or Tech going to End User depends on the situation. The workers that are resolving the issues use SysAid are within one umbrella department, which is then divided up into more specific departments that use SysAid to communicate with each other and discuss tech ticket.

Pros

  • It keeps the issues organized by categories, which is useful to determine resolutions.
  • The communications are easier with the end user, as well as fellow coworkers through internal notes.
  • The customization of the database is useful because each organization could customize to which setup is better for them.

Cons

  • The internal notes disappear from time to time from the tickets.
  • When the end user responds with a "thank you" email after a ticket is closed, the ticket automatically gets reopened.
  • Sometimes the website crashes.
  • It makes resolving issues quicker and more convenient to navigate.
  • It is easier to keep track of the resolutions through statistics.
  • When it crashes, it prohibits getting tickets resolved due to the description of the issues being on SysAid.
It is overall easier to navigate and makes organization more customizable and convenient. The workers that use SysAid to submit tickets found it easier to submit them through SysAid in comparison to other competitors. The use of communication with coworkers, both with the End User as well as through the internal notes, is better and more beneficial to everyone.

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?

Yes

Would you buy SysAid again?

Yes

SysAid is very versatile and could be beneficial to a large range of businesses. For example, SysAid could be used to submit tickets regarding to IT support and the IT workers will be able to resolve those tickets after being divided up into the separate subdivisions. However, it might not be as useful for smaller businesses with less people working at said small business.

SysAid Feature Ratings

Incident and problem management
7.3
Organize and prioritize service tickets
7
Expert directory
8
Service restoration
7
Self-service tools
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
ITSM asset management
5.7
Configuration mangement
5
Asset management dashboard
6
Policy and contract enforcement
6
Change management
5.0
Change requests repository
5
Change calendar
4
Service-level management
6

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