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I have had the privilege of use SysAid, and I can say without a doubt that it is an extremely helpful tool for managing client interactions inside my firm. We were able to make substantial improvements to the way we handle customer assistance because to SysAid. One of the features that really stands out is the capability to quickly resolve customer complaints by tying those issues to individual users and the assets those people possess. Because of this functionality, our customer service processes became more efficient, and we were able to deliver faster solutions to our clients.
Additionally, the self-service capabilities of SysAid have enabled our staff members to address typical IT problems on their own, which has contributed to an increase in overall productivity. The automation functionality of SysAid is one of the aspects of the program that especially piques my interest. Because of this feature, tickets are automatically categorized, prioritized, and routed to the relevant department, which speeds up the process by which our customers’ issues are resolved.
It is the equivalent of having a virtual assistant that sees to it that each and every client concern receives the attention it merits. In addition, SysAid provides the ease of remote access to user PCs, which has proven to be of great use in the process of troubleshooting and offering support. The capability of the dashboard to create performance data has also been quite helpful in terms of monitoring and enhancing our customer care operations.
SysAid Specifications
SysAid is an all-encompassing information technology service management (ITSM) system that is designed to assist businesses of varying sizes in enhancing the quality of their IT support and service delivery.
| Feature | Description |
|---|---|
| Ticketing system | Manage all types of IT support tickets, including incidents, requests, and problems. |
| Knowledge base | Create and manage a self-service knowledge base to help users solve problems without having to contact support. |
| Asset management | Track and manage all IT assets, including hardware, software, and services. |
| Change management | Manage all changes to the IT environment, including changes to hardware, software, and processes. |
| Service catalog | Provide a self-service catalog of IT services that users can request and track. |
| Reporting and analytics | Generate reports and dashboards to track IT performance and identify areas for improvement. |
| Mobile support | Provide mobile access to SysAid so that users can submit and track tickets, manage assets, and request services on the go. |
| Integrations | Integrate SysAid with other IT systems, such as CRM, ERP, and HR systems. |
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What is SysAid?
SysAid is an IT Service Management (ITSM) solution that is used all over the world and combines all of the necessary features into a single, feature-rich tool. SysAid enables administrators to monitor and manage jobs inside a single platform, allowing them to provide quick and complete support from a single view. These duties range from the conventional administration of tickets to the management of assets.
SysAid review: User Interface
Unless you are already familiar with the SysAid user interface, you should plan on needing a little bit more training than you would for some of the asset management-only solutions. To navigate the dashboard required opening a number of tabs and windows as well as expanding a number of lists. They do provide a comprehensive selection of features and modules for businesses who have a requirement for them.
The effort of cramming so much functionality into a Web-based user interface across many browsers and platforms is not one to be envied. At first, I found it challenging to use the interface because of its high level of detail and complexity. When it came to Asset Panda (Visit Site at Asset Panda) and MMSoft Pulseway, I required additional instruction than what was provided to me. This is somewhat compensated for by the option to design your own personalized asset views; nevertheless, the majority of new users won’t immediately be able to figure out how to do this on their own.
SysAid review: Setup
The whole system is set up to work as an IT help desk. This seems like a fancy way to handle your assets without having to deal with help desk tickets. At first, the user interface wasn’t clear, but this feature might be right for you if you need to add asset management to your current SysAid helpdesk ticketing system. I tried the Basic Edition and the Full Edition. The base price for SysAid is $1,211 per year for 500 assets and five people. The price goes up to $1,611 per year for 1,000 assets.
SysAid also gives businesses custom rates. When almost the whole UI is about service tickets, it seemed too hard to view, add, and understand the assets. When you log in for the first time, you see trouble tickets. If you click on the monitor button, you can go straight to the asset management dashboard.
There, you’ll see a list of assets that you can collapse by type, charts that you can change, and a beautiful diagram that shows how your assets are grouped. Other asset management systems don’t let you see your assets as well as this one does. Another nice feature is that you can choose which information to show on the screen.
SysAid review: Automated Help Desk
You will have the ability to construct a ticketing system that can be managed from the dashboard using SysAid. The system will automatically create tickets from any emails that are sent to separate employee accounts. The process of disseminating information can also be automated. In addition, each of these tickets is accompanied by a variety of details, such as the request time, the content type, and the status alert.
Your customers have the ability to use self-service portals in order to report incidents, make service requests to the help desk, and chat with the support team. The capability of a SysAid portal to take automatic screenshots of an incident is one of the many distinctive advantages it offers.
Access to SysAid can be gained from a remote location. This integrates with third-party software like TeamViewer and gives you the ability to view the screen of another user. At long last, support has been added for Mac OS and Windows operating systems, including Windows 7, Windows 10, Sierra, and Yosemite.
SysAid review: Ease of use
When I was looking over ServiceDesk Plus earlier this week, I made a comment about how simple it was to pick up and start utilizing.
I couldn’t believe how much more simplified the user interface and experience could truly get to deliver almost the same functionality, but SysAid proved me wrong. Considering the large number of functions that an IT service management platform does, I couldn’t conceive how much more streamlined the user interface and experience could actually get.
Don’t get me wrong—ServiceDesk Plus is still an extremely user-friendly platform but SysAid takes things one step further by providing an even more streamlined experience for its customers. SysAid places the primary help features, issues and requests, under the Service Desk dropdown menu. These functions can be accessed by clicking on the appropriate menu item.
This dropdown menu provides access to everything required by a user, including issues, requests, changes, problems, and activity records, as well as articles from the knowledge base and live chat. This straightforward navigation may be found throughout the various features of the SysAid platform.
Final Words
I’ve used SysAid, and it’s changed how I handle and help with IT. It’s an online tool that makes my job a lot easier by automating a lot of IT help tasks. One thing I really like about SysAid is that it can keep track of incidents. I can record problems in the system when someone tells me about them. This helps me keep track of the progress and state.
It also saves me a lot of time because I can use it to make changes to software without much trouble. The asset library is another cool thing about it. I can quickly find information about the items our company has, which helps me when I’m fixing problems or making plans for upgrades. Also, getting emails is a big plus. SysAid lets me know about important changes and updates, so I can stay on top of things even when I’m not using the system.
SysAid review: The Good and Bad
Asset management software SysAid has several network detection features for enterprises, and its extensive changelog and integrated solutions make it worth considering.
The Good
- Features help desk, LDAP integration, and HTML5 mobile browser client.
- Great asset visualization and network detection.
- Agents available for download.
The Bad
- No depreciation.
- Has an overly tabbed and sectioned user interface (UI).
Questions and Answers
SysAid Technologies, formerly known as Ilient, is a multinational corporation that has been in business since 2002 and specializes in the creation and distribution of software for IT service management. Israel Lifshitz, who also invented NUBO Software, is the proprietor of the privately held SysAid Technologies, which he established.
There are two administrator licenses, one hundred end-user licenses, and one hundred asset licenses included in the SysAid Free Edition. If you require more than this, you can easily upgrade to a paid edition, at which point you will be able to purchase as many additional licenses as you require.