Item: SysAid
Rating: 10
Author: Verified User

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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

Cons

Satisfaction surveys should be improved
They should improve the usability of the knowledge base

Return on Investment

Feedback to end users on the status of their case
Concentrate on a single tool for ITIL processes
Transversal use throughout the organization

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

BugTracker.net, Azure DevOps Services

Likelihood to Recommend

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

Comments

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