Item: SysAid
Rating: 10
Author: Roman Lorenzen

Use Cases and Deployment Scope

I used SysAid as a HelpDesk system. This product was really great, and allowed us to use SSO with Google Workspace. Also, SysAid has a very nice feature that allows you to make complex queries to assign tickets to specific technicians and groups. This was VERY helpful in being compliant with our SLA.

Pros and Cons

Automatic Assigning of Tickets to Technicians
Filter tickets to very specific info
Reports are very detailed

Automatic deployment to Mac's would be nice
Remote Desktop could have better interface
Escalation to Tier 2 support could be easier

Return on Investment

Quicker Resolution of Tickets
Ease of User for End Users
VERY Customizable
Great Implementation Team

Automated Workflow

We do use knowledge base articles for easy questions that our customers might have. This is very helpful! We do not use this very much, but it does reduce many tickets. Before implementing this specific KB Article, we saw around 5 tickets a week for a specific issue and now it has been reduced to 1 every few weeks. User participation is very important in this aspect!

Time To Value

We were able to take advantage of managing assets, automating tickets, and performing tasks with requests immediately after implementation. Ben, our implementation guide, was SOOO good and thorough. He added so much value to SysAid through his recommendations. SysAid was 100% operable when I was finished working with him. The only issue was pushing out the SysAid agent to our existing Mac PCs.

Alternatives Considered

ConnectWise Manage and SolarWinds Service Desk (SSD)

SysAid is super nice. I cannot say enough how great the auto-assign ticket feature is. That alone is a game-changer. Our query to assign tickets is very complex because we use SysAid to manage tickets for our standard helpdesk tickets (divided by site location), student information system, network team, and system administration. This feature works FLAWLESSLY!!

Key Insights

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

Other Software Used

SecureCRT, Remote Desktop Manager, Airtame

Likelihood to Recommend

I cannot say enough about the automatic assignment of tickets. This means I do not need to sit at my desk and assign tickets to everyone. It works FLAWLESSLY!! Ben was a great help in setting this up! It was VERY easy to deploy and have users access the portal using Google Workspace SSO I used a DNS forward to the SysAid cloud address and they used one of my certificates to make this work! Very nice!!

SysAid Review

Software Version

Overall Satisfaction with SysAid