Great tool which does everything we need it to.
October 17, 2023
Great tool which does everything we need it to.
Score 9 out of 10
Vetted Review
Verified User
Software Version
ITSM
Overall Satisfaction with SysAid
Our users create IT tickets using the MS Teams SysAid chat bot and through our service portal. The IT team are the administrators of SysAid and we manage the tickets through the SysAid web tool.
- The MS Teams chat bot is great. This is the easiest and most effective way for users to raise tickets.
- SysAid is very customisable. We can change most things to suit our needs.
- The web tool is fast and slick. Our previous tool was slow and clunky so this is a great improvement.
- There are still a few bugs which are being worked on.
- There are a few changes which could allow administration quicker and easier. For example when adding a routing rule you have to move them up manually 1 at a time.
- More users are happy to raise tickets as it's quick and easy using the Chat bot.
- We've had an increase in the number of tickets raised as all users are now raising incidents and requests in SysAid.
- We now have a better understanding of volume of tickets.
This is still a work in progress for us. We've found the keywords do not always show the best results.
SysAid has a much faster and less complicated client. Cherwell was a bit slow and over complicated.
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