Item: SysAid
Rating: 10
Author: Verified User

Overall Satisfaction with SysAid

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

Pros

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

Cons

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.

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

SnapComms, Canva, Microsoft Power Automate

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 Feature Ratings

Ease of receiving issues/requests as these can be lost in mail
Frequent feedback as in the traditional method, resolvers may forget to send feedback
To track resolver productivity
Identify trends in tickets logged to better provide lasting support
To meet ISO standards

Innovative Uses

Integrate AI with our knowledge base, giving end users a wealth of information
Integration with teams, is a beautiful surprise, adding more meaning for resolvers to communicates with end users through sysaid platform

Future Planned Uses

Fully integrate AI, to eventually take over level 1 support, assisting end users instantly

Likelihood to Renew

Its still the best in the business, offering reasonable rates and a customizable platform. platform is equally user friendly, providing ease of use to both end users and administrators

Evaluating SysAid and Competitors

Products Replaced

Yes - Remedy

Key Differentiators

Cloud Solutions
Scalability
Integration with Other Systems
Ease of Use

Evaluation Lessons Learned

We'll still take sysaid, as its customizable and adapts to meet growing trends

Comments

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SysAid A helpdesk software worth using.

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