My experience using and implementing SysAid
June 03, 2022

My experience using and implementing SysAid

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

We use it to organize, manage and track help desk cases. As well as manage the inventory and generate different reports. Allows you to have multiple administrators who manage help desk cases and help users with their problems. The platform is used across the entity and end-users have feedback on the handling of their case. We have had no commercial problems.
  • Visibility of all support cases that we are asked to attend, making sure we do not lose those cases.
  • End user protal customization
  • Management and analysis of reports
  • IT inventory management
  • Satisfaction surveys should be improved
  • They should improve the usability of the knowledge base
  • Feedback to end users on the status of their case
  • Concentrate on a single tool for ITIL processes
  • Transversal use throughout the organization
The self-service portal is a great help in receiving help desk cases. However, the integration with email also facilitates the creation of cases and the automatic escalation with workflows towards the resolution group within the IT department. All this optimizes the attention and resolution times, improving the satisfaction of the end-user.
The tool was configured and integrated in less than two months for handling support cases. One more month to socialize it within the company and train end-users. Subsequently; In a period of three months, the agents for asset management were configured, as well as the creation of reports, fine-tuned configuration of SLAs, and automation and scaling configuration.

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

It is suitable if you do not have centralized help desk case management. In our experience, SysAid helped with this, as we didn't know how many help desk cases were coming in and users didn't know where to request their help desk cases. It helped us generate metrics and SLAs, escalate cases to third parties and provide feedback to the user about the status of their case.

SysAid Feature Ratings

Organize and prioritize service tickets
10
Expert directory
9
Service restoration
9
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
Configuration mangement
9
Asset management dashboard
9
Change requests repository
8
Change calendar
8
Service-level management
8