Help Desk.
December 17, 2024

Help Desk.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Help Desk

Overall Satisfaction with SysAid

We were in need of replacing an old help desk ticketing system. We looked at several and found that SysAid would let us customize as we needed for our non-technical users. We were also on an old email system that they helped us work around. With their workaround, we were able to get running.

Pros

  • Demo was excellent.
  • Getting us work arounds for our old systems.

Cons

  • Support times were hard as the hours were early due to time zones.
  • Improved employee satisfaction with IT help desk.
  • Cost savings from replacing multiple other software tools.
Above and beyond.

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?

No

Did implementation of SysAid go as expected?

No

Would you buy SysAid again?

Yes

Help desk ticketing was good and just what we needed. Support was good and moved us up to the level we needed.

SysAid Feature Ratings

Incident and problem management
6.4
Organize and prioritize service tickets
7
Expert directory
7
Service restoration
Not Rated
Self-service tools
7
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
5
ITSM reports and dashboards
6
ITSM asset management
7.0
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
7
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

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