SysAid and it's features
April 28, 2022

SysAid and it's features

Laize Bacay | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

We are looking for a tool that will replace our old ITSM. Some of the things we need to improve are the following:

  • Improve communication with our community
  • Lower response time with the help of self-service, FAQ and KB articles
  • Find a vendor who is available when help is required, will provide training and assist with deployment
  • Service record management
  • Self service portal
  • Support
  • Asset management- sign out/sign out of borrowed assets will be a great feature to have
  • Setting up email notification- I hope in the future, this can be set up separately and not in one big space that requires a lot of manipulation
  • Built in form creation
  • Faster response time and resolution time
  • We can get in depth reporting to measure our success and areas to improve on.
  • Self service portal helped our community in answering their inquiry before even opening a ticket
As previously mentioned, we set up KBs and FAQ based from key words. This alone decrease our ticket workload and our community is happy to find the answers in one place instead of searching it on the web.
Setting it up is easy, just requires a lot of time.

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

Overall, SysAid has a lot of features and as an admin you just need to follow the instructions carefully to set it up. For us, we've seen tremendous positive feedback from our community.

SysAid Feature Ratings

Organize and prioritize service tickets
9
Expert directory
9
Service restoration
9
Self-service tools
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
10
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
9
Change requests repository
9
Change calendar
9
Service-level management
9