Item: SysAid
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use SysAid mainly for the helpdesk functionality, and the asset management functionality. We swapped from Spiceworks cloud helpdesk as it was too simplistic, and we required more features as we expanded the digital side of the organisation. SysAid's extra features such as the remote support functions address a large issue in the form of users working from home. It's an easier way of setting up a remote session between an admin and a user, it makes solving remote problems much quicker.

Pros and Cons

Helpdesk
Asset Management
Remote Support
Dashboard

Technical Support
Admin Settings

Return on Investment

No significant impact.

Automated Workflow

SysAid's self-service portal doesn't actually work on our end due to the need for extra functionality. It's only available in packages that cost more which is a major downside. I believe it should exist within the basic packages. It hasn't majorly affected our workload as we didn't have a self-service portal before, but it would've been nice to have.

Time To Value

Setting it up took us a while as we had other commitments in the time we ordered it initially. When we eventually sat down to configure settings, we found a lot of filler settings which is again, due to it being tailored to larger organisations. It makes sense but it just leaves a lot of functionality left alone, but it's better to be there rather than not.

Alternatives Considered

Spiceworks Help Desk

The Spiceworks cloud helpdesk is a good, free alternative to paid helpdesk options. However, because it's free it's limited in functionality. We chose SysAid as it has all the features we desired such as strong change control, and more extras such as the remote support function which is of great use to us.

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

Microsoft Intune, Microsoft SharePoint, MRI Residential Management

Likelihood to Recommend

SysAid's helpdesk is well suited to us. There's much better change control in that we are actually able to view who has updated a ticket, when, as well as what has been said. We also get to see how end users feel about our service in the form of the user survey. There are features that go unused by us as we're a small team, this is only as we're a smaller organisation and I don't believe it's a direct fault of the system.

SysAid Review

Software Version

Overall Satisfaction with SysAid