Some thoughts on SysAid
August 28, 2022
Some thoughts on SysAid
Score 8 out of 10
Vetted Review
Verified User
Software Version
Help Desk
Overall Satisfaction with SysAid
I work for a non-profit Healthcare facility with 5 locations. We offer Medical, Dental, Behavioral Health, and Optometry services and we use SysAid for internal IT ticketing needs. The IT staff access SysAid tickets to help our internal end users with any number of IT-related/systems-related issues they might face. We also use the program for inventory tracking of hardware and for adding to the company-wide Knowledge Base. SysAid allows us to effectively triage and manage IT caseloads. It gives us the ability to work with end users in a professional manner and to track all data related to any given issue. It offers a lot more than we actually tap into but we are expanding what we use as we go along...from more informative end-user Self Service portals to more automated Domain password reset capabilities. It is a complete page in terms of Help Desk ticketing systems and it has been a great fit for us. It is also HIPAA compliant and that is a must for us.
Pros
- Ease of use for end users creating tickets from their own Self-Service Portal (which is tied into Windows Active Directory so no login is needed).
- Ease of use and management of tickets by the IT staff.
- Flexibility. We currently have IT teams associated with a single program, a single department, and all other IT items. SysAid allows us to easily manage this, add to it, change it, etc.
- Support - SysAid support has remained consistently great throughout the years that we have had the product. That is a fairly rare thing for hosted solutions these days.
- Expandability. We have a lot more that we can still do with the product and are working on expanding what it can do as we move forward in time. There is a lot to this product overall.
Cons
- There are still issues with how well the cloud version of SysAid performs. It can be slow at times. It can be offline every so often (very rarely).
- There is a lot to learn with this solution so reaching out to their Support is crucial.
- Cost. This is not the cheapest solution and cost is not an issue for us, but it might be for some companies. I think it is very reasonably priced and you get what you pay for.
- I have no idea about this piece as I am not privy to that side of the business's operation. Users do seem happy with the product. IT is too.
We do our best to update the knowledge base and let SysAid automatically help with the quick resolution of easy items by end users, but I have no means of tracking how that works in practice. Overall, I would guess that our users prefer to open tickets and let us do the work rather than tackle things themselves.
SysAid is a nice in-between the products I listed. It has as we need without too much and it is HIPAA compliant; which matters to us. Connectwise is a nice suite of products but would be too much for this company; although we have adopted ConnectWise Control in-house and that is a nice utility to have. HappyFox is very straightforward and has a nice look, but it is not enough for us overall.
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
Comments
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