Item: SysAid
Rating: 8
Author: Drew Schmidt

Use Cases and Deployment Scope

We use SysAid for everyday IT incident responses and management. It allows us to keep track and stay organized with random influxes of incidents so we can process and follow up with each one. Without it, incidents may get lost, but with each incident, we can remain accountable for every step in the resolution.

Pros and Cons

Email Integration.
Workflow Processing.
End User Experience.

Reply to Email.
Customizability - overwhelming UI.
Processing Speed.

Return on Investment

Our IT department has become the most resound department in the organization since using SysAid.
No longer losing incidents or forgetting to follow up.
Much quicker time to resolution due to productivity improvement, leading to the more important project being able to work on.

Automated Workflow

We personally haven't utilized the automatic processing feature of SysAid very much, but we do utilize the FAQ page which we've been able to leverage and use to spread frequently asked information to our end users. It also includes lengthier documents on everyday work processes with better-explained definitions to spread to other employees who may be filling in for the day.

Time To Value

Once we got it up and running we were able to start utilizing SysAid very quickly, it can be a little intimidating but since we got it going we haven't had to change much unless we've decided to change an entire process chain like email integration. Once the tickets started rolling in we were able to respond to them and close them out quickly.

Alternatives Considered

Datto Autotask PSA

Unlike autotask, SysAid is open to small companies which allowed us to use professional ticketing tools that we would've otherwise not had access to. SysAid has also worked with us professionally on a one-to-one basis with annual meetings and pop-up discussions. You can get a one-on-one scheduled very quickly and get all the answers you need.

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

Cisco Meraki Insight, Microsoft 365 (formerly Office 365), TeamViewer

Likelihood to Recommend

SysAid can be very a powerful tool to keep your department organized and on top of incident responses. There are ledgers for every update and response time. Migrating end-users to SysAid can be very easy with voicemail to email or by email submissions or by having the end-user log into the self-service portal. It may be very overwhelming at first with the setup but a gamechanger for productivity.

Organizational Tool for the Unorganized!

Software Version

Overall Satisfaction with SysAid