SysAid ITSM
September 16, 2024
SysAid ITSM
Score 9 out of 10
Vetted Review
Verified User
Software Version
ITSM
Overall Satisfaction with SysAid
We use SysAid for helpdesk ticketing and service request automation. We also use the reporting functionality to measure performance against KPIs which contributes to staff performance reviews.
There was a need to record and report on IT issues faced by staff members, which the ticketing system works perfectly for, and helps to boost staff confidence in IT.
There was a need to record and report on IT issues faced by staff members, which the ticketing system works perfectly for, and helps to boost staff confidence in IT.
Pros
- Automated ticket routing
- Ticket updates
- Integration with Teams
Cons
- Mobile app not available as part of basic package
- BI reporting not available as part of basic package
- Agent only usable on internal network
- Quicker resolution times to issues
- Improved communications with staff
- Higher staff satisfaction
Staff dont generally use the portal, however we do have Teams integration which has proved popular. As our organisation uses Teams as its primary communication platform, users are already engaged and have found it very easy to use the SysAid app to report and track issues.
Very useful integration overall.
Very useful integration overall.
We found that SysAid was better value for money and had the features we needed in the right package for us.
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
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