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SysAid, a great helpdesk software
Updated May 19, 2022

SysAid, a great helpdesk software

Andry Campos | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Help Desk

Overall Satisfaction with SysAid

SysAid is being used for the whole company. We are using the incidents and request modules. Too we use the assets management and this help us a lot with the assets administration. Many departments has been adopted this software and we have good results. We has been improve the response time to the users.
  • Managing of SLA
  • Assets management
  • Remote control
  • Password assistance
  • The templates configuration with the drag and drop option would be exceptional.
  • To can manage the categories view for group in the permission option.
  • More spanish support.
  • The time saving
  • The improve of the process
  • The managing of the SLA
My workload has been decreased with the automation of process using SysAid. I can mention the password self service. This feature is very used for the users and the amount of tickets has been decreased. The tickets that are created using the email rules is another function very useful, that has been reduced the process of customer service
The use of emails for the reception of incidents and request was a problem, because some emails didn't receive answers and that affect the customer experience. With the emails we haven't SLA and the technician choose the request that he like solve without impact, urgency or priority of the request or incident.
SysAid has more function and it is more adaptable to business necessities. The option of SLA managing help to maintenance the end-users satisfaction and do measurable technician work. The tickets auto assignation is a very important option that the system has integrated. The template personalization [does] the [job of] getting information more [easily].

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

IBM Rational Team Concert, Microsoft System Center, Microsoft 365 (formerly Office 365)
In my experience I can talk about the friendly that SysAid is. The customize option are very good and the option that you have for build scalation rules are very interesting. Sysaid is adaptable in the technology areas, but is not so adaptable in the process area. The use of this software for IT and customer service is very good.

SysAid Feature Ratings

Incident and problem management
7.0
Organize and prioritize service tickets
10
Self-service tools
8
Subscription-based notifications
4
ITSM collaboration and documentation
4
ITSM reports and dashboards
9
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
9.0
Change requests repository
8
Change calendar
9
Service-level management
10

Using SysAid

950 - In our organization the mostly of employees use Sysaid. The business deparment and Technology are the most that use this. For the company Sysaid is part of the business because help to reduce the responses time to the customer and the assets management help a lot with self service of the users in the solution of some request like the password change or unlock.
4 - The Service Desk it is the department that manage the Sysaid software. They have the task of customize the app anm make the changes that are requested for the users or another admins in the category, scalation, service agreement, group permissions, templates configuration and the reports for stadistics that are used for the IT manager.
  • Service Agreement
  • Password Self Service
  • Asset Management
  • Ticketing System
  • Incident and Request
  • The self service of the windows password
  • The asset inventory
  • The templates configuration
  • The CMDB
  • The Software Inventory
  • The Mobile Solution
Because Sysaid is a software that help in the support to the business and the organization has been improved the productivity, reduced the time responses and has a lot of possibilities for to build reports and to make decisions for the future bases in the Sysaid information and estadistic provided.

Evaluating SysAid and Competitors

Not Sure
  • Product Features
  • Product Usability
The very useful that is the System.
I will choose the system with the features of Software patches

SysAid Support

I gave this rating because the support is very good and they have calificated technician that can help you when you have an issue or doubts about some process. The communication for email is fast and they give good answers to your questions. The unique that I think they need improve is add more spanish support for the customer that dont have fluently english
ProsCons
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
We didn`t, because Sysaid doesn`t has a lot of issues and we receive the support when we need of this. The premium support is something that we don`t see like necessary now, but we can consider this in the future for some implementations or change that we have planned do.
Yes - The bug that I reported when solved in a new release a few time ago. I am satisfied with the answer of the support and the promise of solve this, because they did. I Think the bugs are very serious for Sysaid and they try to solve this very quickly.
When we did our first upgrade from version 14, we had an issue and the support helped a lot until that we found the solution. In that experience we learned about some process that has been help to us in the next upgrade that has been do and we know that if we need help they are there.

Using SysAid

Because with Sysaid we have improve the responses times and now is more easy to have reports about the category that are most used for the users and with that information we can apply solutions to incidents that are frecuently, doing the customer experience better. Sysaid has been aported a lot to the organization.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Knowledge Base
  • Escalation rules
  • Routing tickets
  • SLA configuration
  • BI Analytics
  • Workflow
  • The matrix
Yes - That is new features in the latest release and for my is a very useful, because we can use our mobile device and keep the same view of the dashboard.