Item: SysAid
Rating: 3
Author: Verified User

Use Cases and Deployment Scope

SysAid is used as our general help desk ticket submittal system and hopefully as asset management once I get that piece figured out. It's very redundant as far as what they have set up "out of the box" and I don't find it super useful having to dig through a lot of areas to just accomplish things. I've used many help desk systems and this is my least favorite.

Pros and Cons

Integrates with active directory
Sends team notifications when tickets are submitted
Allows for the creation of customization to ticket field entries - you can add or remove things you want/don't want

Workflow - they offer this feature but in my opinion, they seem to lack the education to truly set it up properly, step by step. I don't want to see quick videos promoting it, I want white pages explaining how to do it without digging through help files
I don't like that it's either end-user or admin - they need more account functionality. Even when I set up our general admin, they can't see things such as all of our end-users, only as a full SysAid admin can you see that
I feel that their help desk should be way more knowledgeable than I feel they are. They should be able to provide tier 1, tier 2, or tier 3 level of support and if tier 1 isn't sure how to do something, it gets escalated. But instead, it's multiple emails back and forth that end up with me basically saying forget it and I'll figure it out myself. Sometimes I do and other times I just give up and forget about it because it's too much of a headache dealing with it all

Return on Investment

It's definitely not an expensive application other than the fact that when you want to set up your help desk team, each one requires a full-on admin license in order to work tickets. There are no super users, etc, it's admin or end-user and that's the only two choices
Employees do think the self-service portal is easy to use in submitting tickets - however, note that using the email to ticket version omits a lot of data that might be needed in the ticket resulting in having to call the end-user anyway for more information
When I made fields "required" by users, they would loop back and/or clear out previous entries that people created in the ticket. I had to remove the required piece for that to not happen and we just have to rely on the fact that people will hopefully put all the pieces of information in there that we need in order to help
Building out the categories ourselves, although somewhat useful, it would be nice to have that somewhat prepopulated yet still able to edit as needed

Automated Workflow

It's made it mainstream as far as user submittal and reducing the phone calls.

Time To Value

Still haven't been able to set up the asset management piece, too time-consuming for us at this point and time. Eventually, we will get to it but it's not easy to set up. Automation of tickets, I am not sure what that means - all are manually entered and worked on.

Key Insights

Do you think SysAid delivers good value for the price?

Yes

Are you happy with SysAid's feature set?

Did SysAid live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of SysAid go as expected?

Would you buy SysAid again?

Likelihood to Recommend

I just have to say I'm not an overall fan. If I had been part of the selection process I would have gone a different route. It's not like it's super hard to set up but it's also not the easiest. It's got far too much information in areas that don't need it, they expect you to use their help guide I feel and to me, it's not an educational resource. I don't want to spend my time reading through help files. I want better documentation that would be sent out to the end customer prior to deployment to help assist in setting things up.

SysAid Review

Software Version

Overall Satisfaction with SysAid