Item: SysAid
Rating: 10
Author: Verified User

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

SysAid is used as a Help Desk tool, but also as asset management. We
implemented the HelpDesk to enable our users to raise tickets properly
with a trackable tool. With SysAid, we sorted the lack of records we had
and now all users are following the system in order to get something
done.

Pros and Cons

Pros

Requests workflow
Asset management
Incident and requests platform

Cons

[I would like it if the] Due Date [could] recalculate if a ticket has been stopped (awaiting user).
[The] dashboard could have more options when creating a new graphic.
[The] end user portal [could offer] the ability to customize more info, like font and adding more images.

Return on Investment

Enabling IT to create workflows
Reduction of time spent on each ticket
Better communication with end users

Automated Workflow

We have implemented a couple of knowledge base articles that enable users to look for the solution before raising a ticket. Our IT team can focus on what really matters and help business to grow.

Time To Value

It takes just a few steps down to enable you to get your SysAid running. Help page is a valuable resource and you can get most of the information from there. Once you install the RDS on your server, and the agents on your assets you can review and check your computers and assign them accordingly to who is using that device.

Alternatives Considered

Spiceworks Help Desk

SysAid is a better management tool when it comes to [the] help desk and user experience. You can create your own templates and apply [them] to the wide business. Asset Management is quite simple to set up and gives you a good overview [of] your assets. CMDB is something that SysAid has and the other tool does not have. We can track more than CMDB hardware, but we can keep a log of pieces of software we need to follow up on.

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?

Yes

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Yes

Other Software Used

Microsoft Endpoint Manager (Microsoft Intune + SCCM), Microsoft Azure Active Directory, Built for Teams

Likelihood to Recommend

[It] covers [the] day-to-day IT helpdesk, [which is] where you will find SysAid [as] a marvelous tool to manage your tickets and keep users well-informed. Another situation where you can employee SysAid is by notifying users from within the tool that an incident is ongoing and that will avoid users to raise the same ticket several times.

SysAid Feature Ratings

Using SysAid

Users and Roles

40 - Finance Services

Support Headcount Required

3 - Mainly service desk supporters with cloud experience. Also a good overview of workflows will help to keep the system well maintained.

Business Processes Supported

Onboarding approval
Assignment of asset per owner
Backlog reporting

Innovative Uses

Notification of incident from within SysAid
Webpage customisation
Workflow between IT and end-users

Future Planned Uses

Automation
Teams integration
PowerBI integration

Likelihood to Renew

Easy to setup and good support team all around the year.

Evaluating SysAid and Competitors

Products Replaced

Yes - We replaced SpiceWorks which is a free solution and does not work quite well for our organisation.

Key Differentiators

Price
Product Features
Product Usability

Implementation and simplicity.

Evaluation Lessons Learned

I would not change my selection process with SysAid.

SysAid Support

Support Rating

They are very prompted to help you and keep contact all the time to make sure things are as expected.

SysAid Customer Support Pros and Cons

Pros	Cons
Quick Resolution Knowledgeable team Kept well informed Immediate help available Support cares about my success	Poor followup Problems left unsolved Escalation required Need to explain problems multiple times Slow Initial Response