My experience using and implementing SysAid
June 03, 2022
My experience using and implementing SysAid
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.
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