Item: SysAid
Rating: 10
Author: Andy Willby

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

We utilise SysAid as a helpdesk System within the education section for both staff and learners as well as using the Asset Management database to track our assets

Pros and Cons

Pros

Customisation
ticket routing
ticket escalation

Cons

activity timing issues - if not entered correctly the ticket has to be recreated

Return on Investment

Improved satisfaction within the organisation due to transparacy and speed of the resolution
Currently in the midst of migrating to the cloud which will give back resourse to our local servers

Users and administrations are both positively impacted. Having a thorough KB allows users to solve their issues without having to wait on an administrator.

Administrators arent impacted by small tasks that users can resolve themselves.

Time To Value

On Premise - very easy to implement with no need for support from SysAid.

Currently looking into migrating to the cloud and we expect very little problems due to the professioinalism of the SysAid support team

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

Working in an environment with over 200 users and only a small team of administrators, SysAid allows us to keep track and escalate tickets in a timely fasion resulting in customers recieving a better experience.

SysAid Feature Ratings

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SysAid Review

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