Item: SysAid
Rating: 8
Author: Verified User

Overall Satisfaction with SysAid

Use Cases and Deployment Scope

We use SysAid's suite of tools, but primarily utilize the online ticketing system and AI agent integration.

Pros and Cons

Pros

Ticketing System- organize to-do items in a single location
Simple setup and maintenance of AI bot and data pools

Cons

Deploying SysAid agent in our environment proved to be challenging.
Documentation on setting up data pool for AI agent to reference a SharePoint site was incomplete.

Return on Investment

I am not involved directly with ROI operation-type information.

Using the SysAid AI chatbot has been interesting, but I am not sure if it has reduced the number of tickets. It may have increased the number of tickets because it lowered the effort barrier to actually submit a ticket.

Time To Value

The ticketing and main portions were not difficult to sort out so we were able to get that portion operation and working within a very short about of time. End user buy-in has been gradual, but we have seen a drastic increase in traffic and tickets only a few short weeks in.

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

TitanHQ Email Security, RingEX

Likelihood to Recommend

Deployment of the SysAid agent for our remote employees has proven to be a real challenge and there is not a remote access tool for android devices. If those were sorted out I would consider a higher score.

SysAid Feature Ratings

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