Item: SysAid
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use SysAid for help desk and change management services. The portal
is great for consolidating these services we provide to our customers
and internal staff. Before SysAid, we experienced a gap in effectively
reporting on our clients' ticketing. Now, with switching to SysAid, we
can extend to our clients and capture their tickets.

Pros and Cons

Routing Tickets.
Change Management.
Reporting.
SLA Handling.

CI Logging.
Asset Handling.
Dashboards.

Return on Investment

Visibility.
Automation.
Meets a Business Objective with providing client portal.

Automated Workflow

This is by far the best feature I have found with SysAid. The visual workflows for the tickets and resolutions steps are great. It had taken our ITSM processes to the next level. We can better assess and track internal job flows with these tools provided. Automation is vital with any ticketing system because, without effort, tickets need to be routed to the appropriate groups for quick resolutions - this system provides this.

Time To Value

So, the onboarding process took longer, not any fault of SysAid but due to the internal projects, however, once this was done, the system was usable immediately. the tickets flowing and SLA's were functioning at peak. There were cosmetic tweaks to the self-service portal that we med in branding it and removing what we did not want but the mechanics of it was working great.

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

SolarWinds Network Performance Monitor (npm), Qualys Cloud Platform (formerly Qualysguard), Cisco Umbrella

Likelihood to Recommend

The support for SysAid is excellent. With ticketing systems, there is so much you want to automate so that it can work on auto-pilot. The number of help tutorials and support with the Account reps are extremely helpful. Further, they are patient with assisting their clients with their issues. For example, our onboarding was happening in-between a very large and critical infrastructure project, their onboarding team was so flexible they work with us to completion.

SysAid Review

Software Version

Overall Satisfaction with SysAid