Overall Satisfaction with SysAid
SysAid is being used at our organization as an ITSM tool to effectively deliver IT services to our organization. We are using it for ticket management, self-service knowledge base, asset management, patch management, and reporting. The goal is to eventually roll this out to our entire global footprint.
- SysAid ticket management is completely customizable to fit our business needs.
- Asset management gives complete visibility into assets across the organization and reporting.
- The self-service portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the queue.
- Active directory integration is fantastic.
- Customer support is excellent.
- The onboarding process is amazing and leaves no stone unturned.
- The integrated remote control piece works but we miss some features of a more robust product.
- There are tons of customizations that can be made but sometimes navigation is difficult to find a setting--but the help feature is excellent.
- We have never had a system in place to categorize and keep track of incoming requests, and SysAid had made this an easy transition.
- SysAid is one of the more affordable options when compared to other products in this space.
- SysAid was one application that we looked into that provided us the single pane of glass with all the needed features in one easy-to-use cloud-based application.
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 Feature Ratings
Using SysAid
7 - Information Technology
3 - They are Information Technology professionals ranging from Help Desk to Global IT Manager
- Asset Tracking
- Ticket Tracking
- Customer Portal
- Patch Management
- Remote Control Capability
- Workflows to enhance productivity
- Project Management
- Onboarding/Offboarding
- Allowing more IT personnel from other locations access
Evaluating SysAid and Competitors
- Price
- Product Features
- Product Usability
- Product Reputation
Single most important factor was the product features coupled with the price of the product. Cheaper then the majority of others we looked into.
None at this time
SysAid was the one product that had every ITSM tool that we needed, was a single application, and offered at an affordable price.
SysAid Implementation
- Implemented in-house
Yes - Weekly call that allowed us time to prepare for the next steps.
Change management was a major issue with the implementation
- user adaptation
- changing users mindsets to submit requests
SysAid Training
Configuring SysAid
Use the SysAid onboarding team to help get things setup. If you dont, good luck!
Some - we have done small customizations to the interface - Very easy to do the customization.
Some - we have added small pieces of custom code - not too difficult for what we wanted to do.
None that I can remember.
SysAid Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
We do not purchase premium support nor did I know that it was an option.
Yes - Yes
During the onboarding process
Using SysAid
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Well integrated Consistent Convenient | Requires technical support |
- Asset Management
- Ticketing submissions for customers
- Initial Setup takes a lot of time and dedication
- Workflows are not easy to setup but help from their onboarding team was awesome
Yes - Not an app but just using a mobile web browser
SysAid Reliability
Integrating SysAid
- Anydesk remote support tool
Not that I am aware of.
- File import/export
none
Relationship with SysAid Technologies
Upgrading SysAid
- Bug fixes
- Updates to the UI look would be nice
- Project Management tasks usability