SysAid Review.
May 30, 2024
SysAid Review.
Score 5 out of 10
Vetted Review
Verified User
Software Version
Help Desk
Overall Satisfaction with SysAid
Sysaid is used to track IT help desk tickets. We track open, resolved, closed, and time to resolve tickets. We also use it for our knowledge base articles. We provide employee onboarding and offboarding. We run reports of all tickets that come into the system. We email our users about the current issue they have through Sysaid and help them track the status of their tickets.
Pros
- Dashboard for tickets.
- Keeping internal notes.
- Listing solutions.
Cons
- Emailing to customers - hard to read emails as out of order.
- lack of a watch list to add additional IT support personal.
- category listing not adaptable - third level not choosable till the first two completed.
- Helps track tickets.
- Cost is high.
In my opinion, this type of assistance. For the user base, SysAid is complicated and hard to locate information. Just logging a ticket is extremely difficult. For the most part, our user base stays out of SysAid and uses email to start a ticket, as it is easier to do.
ServiceNow is lightyears ahead of SysAid. They efficiently use workflows to get everything set up in the system. One prime example is the onboarding and offboarding of employees. You can set up individual approval tasks to add/remove employees from systems. These tasks will not be assigned until a system owner approves them. This dramatically increases the speed of getting tasks completed. This also allows us to track system access for audit and SOX requirements. SysAid has none of this.
Do you think SysAid delivers good value for the price?
No
Are you happy with SysAid's feature set?
No
Did SysAid live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of SysAid go as expected?
I wasn't involved with the implementation phase
Would you buy SysAid again?
No
Comments
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