SysAid - Tickets that solve problems
March 28, 2022
SysAid - Tickets that solve problems
Score 8 out of 10
Vetted Review
Verified User
Software Version
ITSM+
Overall Satisfaction with SysAid
We use SysAid for both internal and external clients. Mainly as a help desk and process solution. Usually what we do is basically receive all tickets and solve them according to the SLA. We were having a lot of miscommunications and departments not talking between themselves, so we used SysAid to this problem too. When our employee deals with a ticket, we gave him the workflow and how to solve the problem and to which department he should talk if he doesn't know how to solve it by himself
- Organizing the company
- Client efficient help desk center
- Support
- UI
- User experience
- Complexity to configuration
- Negative impact: not many admin accounts avaiable
- Positive impact: Client satisfaction
- Positive Impact: It management
- Positive Impact: Users response
- Negative impact: Complexity to make simple configurations
It helped us to create a knowledge base and automatic responses to solve all simple incoming tickets. We also created many workflows to help both the clients and the IT. It helped us a lot because we only have one person taking care of all the IT department and before SysAid he had a lot of problems to solve all the tickets according to the SLA
- Zendesk Chat (formerly Zopim)
SysAid has showed us a excellet support service to help your company get on point again. We just used Zendesk before and we were having problems to give the users a portal for them to automatically choose their service request. They dont need do speak, they just need to give us the information and then we give them the information.
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