Item: SysAid
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We provide incident management and asset management mainly. We help to implement SysAid for our customers. And handle their issues in the helpdesk. Create workflows according to their requirements. We also maintain internal SysAid account to manage incidents and assets within the organization. Normally when we get a request from a company about their ITSM requirement we discus with them and provide the best version of the product that suits their requirement.

Pros and Cons

Ticket management system
Create and customize workflows
Provide dashboards to get the ideas more clearly and quickly
Some support agents are very helpful

Product Price is on a higher scale.
If we typed a note in a note box of ticket and accidently click outside of the note box without saving the note the whole note box disappears. We have to type the text again. Hope this issue will be resolved.
Some support agents were not helpful, they keep telling what's already said without providing a solution or an alternative.

Return on Investment

Because of customize workflows we were able to create workflows according to the requirements of the customer. So, it is positive impact.
Because of the higher prices some customers are hesitant to purchase the software.
Sometimes customers report the issues they are facing to us like the note box disappearing issue. But there isn't a solution to that issue yet. So sometimes customers get dissatisfied.

Automated Workflow

Automation saved a lot of time. We do not need to look into everything manually and check those issues because of automation. It is very helpful in managing the workload of the team members. Workflow tools are very advanced so the tasks can be completed quickly and efficiently. These features helps to increase customer satisfaction.

Time To Value

We were able to start some tasks right away. For some tasks we had to wait some time as new status and some other features were created and we had to wait until those new items were created. But it's worth the time we had to wait.

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

Likelihood to Recommend

Workflows can be customized so they can be created according to requirements. Workflow designer is also very advanced so path can be mapped accurately.
There are some support agents who were very helpful when we contacted SysAid support.

As I mentioned before when we type a text in the note box and accidently click outside of the text box without saving the note, the whole note box disappears so, we need to type the text again from the beginning. Hope to get a solution for this issue.

Review about SysAid

Software Version

Overall Satisfaction with SysAid