SysAid Pros and Cons: Analysis of a Leading IT Help Desk Software

SysAid: Top Help Desk Tool

USER SATISFACTION 98%
OUR SCORE 9.0

Help desk solutions have long been an integral part of many organizations who need customer service automation. They enable support agents to manage support tickets from the time of receipt to their resolution using a wide array of support and collaborative tools. The need for such software emanates from the fact that, according to studies, 42% of consumers expect customer service to respond to a complaint within an hour.

Most help desk platforms will come with some CRM features in the same way that many CRM tools offer help desk functionalities. However, some help desk solutions may also offer asset management features that are most useful to businesses that need to organize their assets more efficiently. 

As businesses have been centralizing and automating IT infrastructure, the demand for such tools have significantly increased. Proof of this is the fact that the global market for for IT asset management software is forecast to grow at a CAGR of more than 7% by the year 2020, with all global regions sharing essentially the same growth prospects.

What is SysAid?

SysAid won our Expert’s Choice Award for 2017

A feature-rich, configurable and highly-scalable help desk solution designed for large organizations, SysAid also offers a myriad of asset management functionalities for those who require them. This is made possible because the platform comes in a number of modules, enabling users to start with just one and add additional modules as needed. Users can access SysAid at any time and anywhere as it supports both iOS and Android devices.

In this article, we will outline both the pros and cons of SysAid, explain how can you benefit from using the system and what shortcomings does the software have if any. You can also read our full SysAid review for more details on the software.

Key SysAid Features Include:

  1. Ticket management
  2. Self-service portal
  3. Knowledge base
  4. Password reset
  5. Remote control
  6. CMDB
  7. Chat
  8. Automation
  9. Hardware/software inventory management
  10. Help desk integration
  11. Patch management
  12. Monitoring
  13. Broadcast messages

Advantages of SysAid

It’s a Total Solution

SysAid has virtually everything you need to efficiently manage your assets and help desk processes. It is a great combination of help desk, asset management, remote control and IT activity analysis solutions, in one simple, easy-to-access platform.

It’s a Robust IT Help Desk and Asset Management Platform

The dual functionality of SysAid is a great bargain for anyone who uses both types of software. It gives you the ability to manage your customer service needs with ease while providing asset management capabilities at the same time. Notifications are dispatched to specific devices and separate logins for asset management are altogether scrapped with the software’s Lightweight Directory Access Protocol authentication feature. Network and mobile devices are likewise easily detected by the system, doing away with the need for manual entry or importation. With SysAid, Windows servers users can also enjoy monitoring and remote desktop capabilities, allowing IT staff to easily manage outages and IT-related concerns.

Remote Asset Management and Help Desk

The platform is basically designed to automate help desk-related processes and remotely manage and control IT assets while analyzing performance. A fully-automated platform, SysAid is able to determine when support challenges should be escalated. It can likewise track service history with its asset management tools. On the help desk side, a ticket management system is capable of automating any help desk task and process. Apart from this, service requests that arrive via email are automatically integrated. With this solution, you get to have control and knowledge of every facet of your support and asset management operation as it generates help desk performance, service quality, assets and tasks reports.

Asset Management Anytime, Anywhere

Aside from supporting most Windows versions, SysAid’s remote desktop tool has mobile support that utilizes an HTML 5 client. With this functionality, users are able to view the status of the server and see their assets using a mobile browser. It can also create, view and update IT-related occurrences and service requests. With this software, you need not limit the things that you can do as it seamlessly integrates with third-party solutions like Google Apps, JIRA and Salesforce.

Easy Setup

Although setup looks a bit intimidating at first, it is quite easy to learn. Besides, the vendor deemed it prudent to provide training by putting up free videos on its website. If ever you encounter problems in setting up the solution, it is recommended that you watch these videos. Viewing assets, once the system is up and running is a breeze. Users can readily see their assets listed by type via an asset management dashboard. Despite the fact that the software is designed to run as an IT help desk, you have the option of configuring it to focus on asset management if you wish to do so. An asset management option, albeit not that easy to learn, is worth knowing about due to the massive functionalities that it offers.

More Rigid Control Over Assets

With SysAid, you have absolute control over all your assets. This is made possible through the automatic reporting of hardware or software changes. It essentially results in constantly updated inventory and accurate accounting of assets, eliminating the need for rigorous and often tedious manual auditing.

Incident Management Made Easy

Incident management is one of SysAid’s major strengths. Service staff are able to log, manage, process and report IT-related issues with ease and in accordance with ITIL best practices. Through this capability, visibility and communication, not to mention customer satisfaction, are remarkably improved. Another advantage is that problem management workflow is better organized, resulting in improved RFC control and management. Also, a configuration management database boosts tracking of IT assets.

Improved IT Productivity

As SysAid cuts time rendered to administration maintenance, it effectively boosts IT productivity, along with overall system availability. This inevitably results in reduced downtimes and improved bottomlines.

Reduced Implementation and Integration Costs

As it is a web-based-software, SysAid does not entail implementation lag which results in additional cost. Installation takes only hours and you’re ready to go. What’s even better is that the platform is capable of XML integration with existing business systems.

Multi-language Support

The solution is available in multiple languages, including English, German, Spanish, French, Italian and Hebrew.

Disadvantages of SysAid

With all the benefits that SysAid offers, there is but one downside to this remarkable piece of software. This has to do with the asset management-only user interface, which could require some getting used to. Dashboard navigation involves numerous tabs, windows and lists that could be tiresome for some users. This is owing to the fact that the vendor wanted to put as much functionality as it can into a web-based UI running on different browsers and platforms. However, videos are available on SysAid’s website, which can serve as a guide for those who encounter problems with the UI.

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