Item: SysAid
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use this tool to keep track of our assets and technical information linked with those assets, a means to remote onto our users to provide support, a ticketing system where users raise incidents and requests. We have a knowledgebase which allows you to easily add too and search on relevant topics to support the Helpdesk team and the end users, you can add documents and pictures to these articles. SysAid has helped automate processes in the dispatching of IT Kit, previously this was a long winded and labour intensive task but now with automation, half the work has been removed. A real plus is the simple and straight forward customisation available to you, to make improvements or amendments with ticket routing, escalation rules and changes to the appearance of templates used as part of the tool.

Pros and Cons

Remote access is available to use within SysAid, connecting to the required assets, we do not have to use external software.
The emails are pulled through from AD ensuring we have all the correct email addresses and we don't have to spend time manually entering and removing the addresses
There is a whole host of access controls allowing you to provide the relevant permissions, thus ensuring everyone has the right level of access to carry out their role effectively without causing issues

Email communication is clunky to and from the end user, takes some time to read through all the emails in a ticket, as you have to go into and read each email sent.
The templated auto responses when used do not have any paragraphs, this always has to be done amended afterwards before sending to end user (unless you have someone use HTML on these)
Sometimes the system does run slowly on occasion

Return on Investment

Cost saving as SysAid replaces multiple tools
Quicker response times
Improved customer satisfaction

Automated Workflow

The teams bot is useful as another means for users to log calls, they select the relevant categories so we know what they need help with as sometimes with email there is no subject heading. We do look forward to when Teambot can also link to the knowledgebase to suggest articles that the end user can try to fix their issue.

Time To Value

After implementation, I spent quite some time getting to grips with administering the system, but got started pretty much straight away. I used their customer support alot alongside their knowledgebase which is very thorough and easy to find the relevant help guides, you navigate to the part of the system you need help with and then you get taken to that point in their support directory

Alternatives Considered

N/A

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

SysAid is a great Helpdesk tool, covering all the areas that you would need to run an efficient Helpdesk, if you wanted to save time and man power the automation comes in handy, as does the templated responses and knowledgebase articles. End users can also log their own tickets via a Teams Bot, selecting their own categories, which again saves time for the Helpdesk personnel and tickets can be prioritised accordingly as we have a better indication on what the ticket is about.

Handy Helpdesk Tool

Software Version

Overall Satisfaction with SysAid