SysAid Help Desk Makes IT Management Fun
October 14, 2021
SysAid Help Desk Makes IT Management Fun
Score 10 out of 10
Vetted Review
Verified User
Software Version
Help Desk
Overall Satisfaction with SysAid
SysAid is our primary Help Desk and Asset Management application. All 500+ users submit incident requests, and I manage the eighteen Administrators who service those requests. We keep track of all computer and network equipment and maintenance of those assets. SysAid also provides a list of installed hardware and software for each computer. This is very helpful to validate licenses and usage of our applications. Users can submit tickets via email, Function Key, Desktop Icon, or by leaving a voice message on our IT phone number. The voicemail is converted to an email and forwarded to SysAid, where it automatically creates a ticket. SysAid has just the right mix of sophistication and ease of use for users and technicians. We have designed a dashboard to see all incoming tickets and try to keep that view empty - meaning all inbound tickets have been assigned to a technician. Users feel important because their request is acknowledged quickly. Finally, SysAid has continued to add features and functionality over the last eleven years. The value of our purchase keeps getting better.
Pros
- Creation of tickets from various sources - desktop icon, function key, email, voicemail
- Maintains company assets - location, purchase date, expiration of warranty, etc.
- Catalogs hardware and software installed on each asset
- Notifies the end-user of new Notes added and changes in ticket status
Cons
- Reporting is above average, but it is always on my list of needed improvements.
- [I would appreciate] query building for those special conditions that every company comes across.
- [I would also appreciate] integration with Teams (in beta now) and DevOps (through third party).
- The value of this application has had a positive ROI since the first year.
- The software inventory has provided evidence of licensing during audits.
- The tickets are so easy to fill in and administer that technicians get more work done.
SysAid beat all other applications reviewed - even in 2011. The overall usability, functionality, and features made it an easy choice when the evaluation period was completed.
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 Feature Ratings
Using SysAid
500 - We have 18 Administrative IT Technicians and 480+ end-users across all functional departments. All end-users submit tickets to SysAid for any hardware or software issue. Our company is located in five states in the United States of America. We depend upon SysAid to link all of our sites and users to a common portal. Regardless of the physical location of the end-user, our technical staff and address their needs quickly and efficiently.
18 - We have 18 Administrative IT Technicians across all functional departments. Both our Infrastructure and Application Development sides of IT rely on SysAid to receive end-user incidents or process improvement requests. Since our IT team is located in five states in the United States of America, it is vital that we can be available to the end-user quickly. Incident management is key to identifying and responding to our end-user needs.
- Easy access to create incident tickets
- Easy access to monitor submitted tickets
- Proactive interaction between the technician and end-user throughout the life of the ticket
- We use Asset tracking to validate all company assets. We cross-reference the communication between SysAid and end-point protection to verify all endpoints are accounted for.
- We use the output of the hardware and software inventory to track licensing.
- We use surveys and reports to monitor the end-user experiences with our IT staff.
- Integration with Teams
- Integration with DevOps
- Multi-language web portal for international users
SysAid Support
| Pros | Cons |
|---|---|
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 did not have to "pay extra" for support. The base package includes exceptional support. We can call, email, or submit a ticket to their team and get a quick response. I will say that we have not had a lot of need for support. Most of the initial implementation covered the bulk of our needs. I only submit one or two tickets to support per year.
Yes - I have submitted a "bug" report a couple of times in eleven years, but it turned out to be my lack of knowledge of their system. The technician who responded to my ticket was able to understand and provide a solution quickly. Therefore, SysAid has been a solid and stable application for our company.
This year I submitted an email to start the annual renewal process. (The SysAid rep had already notified me of the pending renewal.) During our discussions, a couple of concerns surfaced. The rep quickly submitted a ticket to SysAid for me while we were on the call. By the time we ended our discussion, there was already a SysAid Ticket in their system to address our needs. Kudos to the rep!
Using SysAid
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Multiple entry points for end-user access to create a new incident ticket
- Integration with Active Directory
- Configuration of the end-user portal
- Exporting the hardware and software inventory. On-screen is easy to read; it takes some manipulation to get readable output from an export.
Yes - SysAid has optimized the web browser interface to be "mobile aware." So, I simply have our SysAid URL bookmarked in my preferred browser. The dashboard comes up to my tickets and keeps me informed of all open tickets my team has. Drilling down to any ticket is fast and easy. A dedicated app could do no more, and there is nothing to install.
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