SysAid - Value for Money with great support and service.
Updated November 29, 2023
SysAid - Value for Money with great support and service.
Score 9 out of 10
Vetted Review
Verified User
Software Version
ITSM+
Overall Satisfaction with SysAid
We are one of the biggest software suppliers in the Public sector in South Africa, and SysAid handles all our Helpdesk/Support processes. With great value for money, support, and services, there is no way we can replace SysAid. We are a reseller implementer of SysAid in the Public space as well as a client. We cannot wait for the upgraded UI and functionality that is in the near future.
- Help Desk.
- ITIL Functions.
- Asset Management.
- Workflow
- Native Whatsup integration.
- Quicker ROI.
- Saving on having only one tool.
- Ease of use.
We just started implementing Automation and self-services, it has already reduced the number of tickets by 15%, and we can see this growing every month. Team integration is a great addition to the product to assist with quicker resolution times and higher client satisfaction as everybody these days works mostly on Teams.
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
SysAid Feature Ratings
Using SysAid
102 - ITC Support. Financial System Support. Change management and internal workflows
2 - We just need one for the infrastructure and then a SysAid setup and support person
- Automated Workflows
- Asset Management
- Service Desk
- Power-Bi reporting
- Salesforce integration
- CMDB
- Change management
- All Service Requests
Evaluating SysAid and Competitors
- Cloud Solutions
- Ease of Use
Budget and functionality.
We can maybe look at more options if we do it again.
SysAid Implementation
- Implemented in-house
Change management was a small part of the implementation and was well-handled
SysAid Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved No escalation required Support understands my problem Support cares about my success | None |
We have normal support, and it is sufficient.
After an upgrade the upload of attachments stopped working and the call was quickly escalated to senior support staff that fixed the issue quickly.
Using SysAid
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Incident Management
- Workflow design
- Escalation rules