SysAid - Tickets that solve problems
March 28, 2022

SysAid - Tickets that solve problems

Rui Barbosa | TrustRadius Reviewer
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

Pros

  • Organizing the company
  • Client efficient help desk center
  • Support

Cons

  • 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
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

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SysAid is good to help you make the client support more efficient and manage the whole IT infraesctructure. It goes from configurations some scalete ticket to it inventory. SysAid is less appropriate when you have low budget and have many departments to organize. You can fix it in the system, but ill demand to think in alternate ways to use stuff from the system that are not used to that kind of need.

SysAid Feature Ratings

Incident and problem management
7.9
Organize and prioritize service tickets
8
Expert directory
8
Service restoration
7
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
7.3
Configuration mangement
8
Asset management dashboard
6
Policy and contract enforcement
8
Change management
6.7
Change requests repository
5
Change calendar
7
Service-level management
8

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