Quality software with a great future.
November 25, 2023
Quality software with a great future.
Score 9 out of 10
Vetted Review
Verified User
Software Version
Help Desk
Overall Satisfaction with SysAid
We use SysAid to manage our user's support requests, and queries and handle any issues that arise. Below is a list of our use cases with SysAid: To track and prioritize the tickets based on urgency, category, and status. Escalate the tickets to the correct teams using keywords or specific queues. Communicate with users through SysAid's message system which integrates well with our emails. Measure quality of support and ticket response times using the reporting tabs. Track our assets automatically and log usage. SysAid has several integrations and we currently utilize primarily TeamViewer's integration and find it to work seamlessly. Recently there has also been an addition of an AI chatbot to the self-service portal which shows massive promise for the future.
- Excellent range of features & functionality
- Seamless integration with other systems
- Detailed ticket management and tracking
- Out-dated UI
- Too many clicks to manage assets
- Some devices require significant time to update in the asset list
- Quicker resolution on issues.
- Virtually no downtime due to alert system.
SysAid's automation has been great, some things can slip through filters or into the wrong queue occasionally but it is incredibly infrequent and likely due to personal configurations. SysAid manages tickets which saves me a lot of time managing queues and allows me to help more people in a day.
Do you think SysAid delivers good value for the price?
Not sure
Are you happy with SysAid's feature set?
Yes
Did SysAid live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of SysAid go as expected?
I wasn't involved with the implementation phase
Would you buy SysAid again?
Yes