Item: SysAid
Rating: 9
Author: Luke Scott

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

Our business use for SysAid is primarily to keep track of active tickets from our end users but over the course of SysAid's evolution it's bought about more features we have been able to take advantage of and some features we are just beginning to.
We have got our assets tracked within the portal now and are starting to use their BI analytics to track our end user issues and as a department getting ahead of issues before they hit us

Pros and Cons

Pros

Ticket journey tracking
BI Analytics
User friendly

Cons

Spaces UI refresh while editing a ticket causing any update to fail
Email automation - more distinct rulings allowing for better routing once into SysAid
Priority matrix forcefully pushing tickets down in priority

Return on Investment

Decrease in MTTR
End user satisfaction increase with our IT department

Automated Workflow

It has allowed us to spread out our workload. Beforehand because of the disorganised mess multiple tickets weren't being addressed until they were business critical.
Now, because we can track everything easier, it allows us to keep on top of what needs doing and we now have a significantly reduced amount of business critical issues and no longer have any sudden increases in workload

Time To Value

Managing tickets came in for us quite quickly but our asset management and BI analytics took a while.
We were new to the business though so this was in part due to not having the time to finish the set up on these parts of the software but since their implementation it is a regret they weren't prioritised in the beginning

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

Other Software Used

Microsoft 365

Likelihood to Recommend

I can only really mention my experience as an experience where I feel it's well suited which would be within the IT field. The software feels like it's built around this industry with how it allows me and my team to track our incidents, log any change requests and communicate to our end users in a user friendly UI.

SysAid Feature Ratings

Comments

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