SysAid a beginner friendly ticket management tool
November 29, 2023
SysAid a beginner friendly ticket management tool
Score 8 out of 10
Vetted Review
Verified User
Software Version
Help Desk
Overall Satisfaction with SysAid
We use SysAid as a service record management tool. We manage tickets ie. cases raised by different users. We have customized sysaid based on the different categories of cases we receive. Initially, we have been using emails. When there is a issue, the requester raises them through emails and then we communicate by email only. It was very difficult. There was no visibility in the cases resolved we couldn't document all the tickets we had. Hence sysaid came in for the rescue
- Gives a report of the service record
- creates a new ticket in sysaid through an email
- Ability to work as a team and resolve the cases
- Categorize the different types of issues/cases
- The user Interface must be improved
- The emails are triggering a new ticket in place of a response to existing ticket
- Customize ability must be easily achieved
- The license cost for each ticket handler is very costly
- The ability to take dashboads and reports are great
- It takes some time to create tickets after email
- Some problems arises while updating the status of the tickets like time lag
The status of the ticket is conveyed to the requester. It is helpful in conveying the current stage of the ticket. The requester will also be well aware of the current status of the ticket. Like whether the ticket has been take up by the process manager or it is in progress. They can also easily communicate using the help of this application.
Jira Work Management needs a difficult customization part. Jira is also a large scale tool. This tool is more complex. It requires more business understanding. SysAid is beginners friendly. Hence we have opted for this tool. For tools like Jira we need a scrum master to organize all the tasks. There is not much visibility in the Jira Software like sysaid.
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?
I wasn't involved with the selection/purchase process
Did implementation of SysAid go as expected?
Yes
Would you buy SysAid again?
Yes