SysAid is a fantastic tool for any IT department
December 17, 2024
SysAid is a fantastic tool for any IT department
Score 10 out of 10
Vetted Review
Verified User
Software Version
Help Desk
Overall Satisfaction with SysAid
Our firm has used SysAid for over five years now. SysAid has effectively reduced the amount of time IT staff was needed for many daily tasks. SysAid provides help desk ticketing, remote control, hardware and software tracking, and now includes AI. The AI feature is going to be a game changer for us. Users now have the capability to access the Self Service Portal and ask a question regarding an incident or request and receive an answer immediately. If the AI generated answer is not sufficient or does not resolve the problem, it will create a ticket that will be assigned to an IT staff member. This will greatly reduce the amount of time staff is needed at a user's workstation.
Pros
- Help Desk Ticketing works well and integrates easily with e-mail. IT staff is immediately notified when a new ticket is created.
- Device management and inventory is easily tracked within SysAid. A full report is easily generated for a device detailing hardware and software specifics.
- SysAid Copilot AI is phenomenal. It has been designed with the end user in mind. The user can speak to the prompt in natural language and expect a custom response according to their incident or service needs.
Cons
- The built in SysAid remote control feature could be improved upon. It often does not render the full screen and the pointer does not line up with the location on the remote computer.
- A file transfer capability would be beneficial. TeamViewer, which is integrated into our SysAid, resolves this, but it would be nice to have this feature built directly into the system.
- SysAid has greatly improved our response time. Allowing us to receive tickets, assign the ticket and prioritize the incident has improved our workflow.
- The addition of AI is close to having an additional IT staff member. It can process requests to offer immediate solutions. If the user still needs additional help, AI will create and submit a ticket for the user. From our standpoint, this is not only a time saver for IT staff, but also a cost savings to reduce the need for additional staff.
As previously mentioned, SysAid automation and AI is reducing every aspect of IT in some way or another. Whether it be something as simple as a user entering a ticket instead of calling or sending e-mails (which can also be used to create a ticket), to full support offerings from the AI component. All of this has reduced cost, and more importantly, IT staff workload.
The value of SysAid just seemed to be much better than Kaseya. The review was relatively short with Kaseya, but I immediately liked what SysAid offered. The overall capability compared to the costs associated with SysAid made it a great choice.
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
Comments
Please log in to join the conversation