Sweet Product
May 19, 2022
Sweet Product
Score 8 out of 10
Vetted Review
Verified User
Software Version
Help Desk
Overall Satisfaction with SysAid
SysAid is used as a helpdesk and knowledge base for the IT Department. It was implemented to replace a very limited helpdesk and ticketing software that could not track time, and projects and did not have any knowledge base at all. Having these basics greatly improves our daily tasks and documentation.
- Creation of tickets
- knowledge base articles
- SysAid agent pulls a lot of detail from pc's
- Projects are not easily documented
- Notes can get lost when applying changes to a ticket
- No all attachments are accepted
- Much better documention
- Lowered calls to Helpdesk
- Much easier ticket creation for end user
The largest difference in workload has got to be the automation of creating tickets via email. This allows the end-users to quickly put in their request without having to wait on hold to talk to a service desk. The end-user can also submit screenshots, forms, and other documentation that are then all documented within the ticket allowing the helpdesk to primarily focus on the issue or task at hand.
- BMC Helix ITSM (Remedy)
Could not find the product listed in the list but the automation would be the largest glaring feature that has greatly improved documentation and time spent on tasks allowing a lot more time to focus on issues at hand and customer service.
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