SysAid - A good cloud ticket system that's easy to learn
September 17, 2024

SysAid - A good cloud ticket system that's easy to learn

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

ITSM+

Overall Satisfaction with SysAid

We currently use SysAid in four of our areas of business, IT Support, HR, Customer service and Pricing/Products. There was a requirement to centralize where requests and issues were being entered in order to be able to resolve them quickly. And also be able to track the time used to fix issues and understand the number of issues

Pros

  • Categories are so easy to create and modify when needed
  • We love the portal with a modern look and ease of use
  • Configuring the tool is quite easy

Cons

  • The Help tool could use some refining. Particularly indicating the order in which steps must be done. A clear example is the creation of customized fields or lists.
  • Formatting of the ticket. There is no possibility to create dynamic tables, use more than one column. I would want to have more flexibility without having to pay for Professional Services
  • The employees are much happier with the new portal version of SysAid. There is a higher number of tickets created in the correct category as opposed to gather in the "Other" category
  • The IT Support group has moved away from the email option in SysAid. This has made it easier on the IT people who no longer have a huge thread of emails and just keep SysAid open.
The workflow creation tools are not as intuitive as I would like them to be. We would use them more if they were easier to create/maintain. We do currently have several workflows already created that help when approvals are required. But there could definitely be more.
We were very lucky in our implementation. Our users were already used to using SysAid. We moved from the on premise version to the cloud version and took advantage of the project to also implement the Self Service Portal. Our administrators were able to on day 1 to respond to tickets. Our users had less categories to shuffle through as we took the opportunity to clean them up before moving to the Cloud.

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

SysAid is Great for IT Support. Tickets can be easily entered using the portal that has a more modern look and feel.

We have also used SysAid for our Customer Service Team. Tickets can come in through email or direct access through the cloud. They no longer get lost in the shuffle. Reports can be produced for the managers to better undersand where issues are.

SysAid Feature Ratings

Incident and problem management
9.2
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
Not Rated
Self-service tools
10
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

Using SysAid

I want more flexibility on how the ticket looks and feels. Sometimes I need more information, but I would like it in a table format....but then I need to request professional services.

Workflow creations are not intuitive. Using a Flow type chart would make things a lot easier.
ProsCons
Like to use
Easy to use
Technical support not required
Consistent
Quick to learn
Convenient
Feel confident using
None
  • Category creation
  • Self Service Platform creation
  • Translation of the system
  • Workflow creation
  • Formatting of a form

Comments

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