Item: SysAid
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Normal problems for a company related to IT, such as
computers, peripherals, and meeting equipment, all of which can be resolved via
ticket and with an SLA deadline for completing the service, minimizing
complaints regarding requests made verbally.

Pros and Cons

Integration with necessary day-to-day tools such as AD and email.
Tracking of tickets by the end user.
Approval flow notification for directors to carry out approvals via email from anywhere.

Import data from list-type fields via spreadsheet and not manually.
Mobile app and not through the browser.

Return on Investment

The impact was very positive because we were able to insert into the system three functions that were being carried out separately, such as ticket service, asset, and project management; in this way, almost all of our team now uses the same tool, thus reducing additional costs and we can also share our experiences in configuring the system for other areas, thus reducing implementation time.

Automated Workflow

The team's service time was significantly reduced, feeding the knowledge base with the company's data documents significantly reduced the number of calls because when trying to open the ticket, the user receives a pop-up if they type one of the keywords with instructions for them even to solve your problem without the need for an analyst.

Time To Value

The configuration process took more or less two months to work the way we imagined: weekly asset version update schedules so we know if there were any hardware or software changes on the machines, reminders of license or warranty expiration dates, open tickets, and pre-configured via email and many other things.

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?

I wasn't involved with the selection/purchase process

Did implementation of SysAid go as expected?

I wasn't involved with the implementation phase

Would you buy SysAid again?

Yes

Likelihood to Recommend

Asset management, as the tool allows asset data to always be updated through scanning scheduling, routing of automatic tickets through rules so that the ticket is already directed to the right team, and automatic notifications are examples of functions that help a lot in everyday life using the tool.

My experience with SysAid.

Software Version

Overall Satisfaction with SysAid