Item: SysAid
Rating: 9
Author: Akosua Tiwaa Kuadzi

Use Cases and Deployment Scope

SysAid has revolutionized our business operations post-Remedy. It ensures precise SLAs, robust documentation, and seamless integration with other software, resolving longstanding issues. The user-friendly interface and efficient workflows enhance productivity, marking a significant improvement in service management and overall business efficiency.

Pros and Cons

Seamless Integration with the Zonka Feedback platform.
A user-friendly interface that requires little or no supervision.
Ability to customize to meet company needs.

The helpdesk needs to reduce its time to resolve issues.
Implementation with other software should be easy to understand.
Cost should be reviewed further to enable us to implement more features.

Return on Investment

Improved resolver and requester engagement.
Allowed monitoring of teams workload.
Allowed work to be monitored to improve employee kpi.

Automated Workflow

Using the self service portal, we have been able to implement workflows to allow our internal control stall to directly resolve tickets of other staff without having to necessarily be administrators, this has significantly reduced the cost to purchase licenses for our over 100 ICs. Implementing this has also improved processes, reducing the workload of our helpdesk who have to manually direct these requestes.

Time To Value

Implementation was seamless, and since we had ample time to design this software to meet our needs, we hit the ground running with it. Most of the features, ticket management, and asset management were already put in place, and training of staff to begin usage only took a maximum of 15 minutes.

Alternatives Considered

SysAid, compared to other helpdesk software, was reasonably cost-effective; they provided seamless integrations and were willing to redesign the software to meet our needs. One of their current features that is winning with my organization is the SysAid bot. This is a great idea, and we hope that in the future, we will be able to customize this to our organization's needs.

Key Insights

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

Other Software Used

SolarWinds Database Performance Analyzer, SnapComms, Canva

Likelihood to Recommend

Consistently, SysAid has demonstrated its versatility by seamlessly integrating with various software solutions, facilitating ease of work across a diverse range of useful applications in the software landscape; if you use a number of software and require seamless integration with your helpdesk, SysAid is your go to. However, while SysAid Helpdesk proves beneficial, the prolonged duration taken to deliver lasting solutions for significant issues becomes a notable concern. While I value their commitment to understanding raised issues thoroughly, the extended timeline often results in work accumulating and impacting productivity due to unresolved issues within the specified time frame.

SysAid A helpdesk software worth using.

Software Version

Overall Satisfaction with SysAid