SysAid’s IT help desk software aims to provide IT departments with one fully-integrated helpdesk and asset management solution. Combining these two platforms can sometimes produce mixed results, but Sysaid manages to create a product that is functional for both. The helpdesk portion of SysAid’s software even excels when compared to similar products, quickly dismissing any notion that either side of this integrated solution lacks in quality.
- Cloud-based offering is frequently updated, easy to install and setup, and provides all the functionality of the on-premises version.
- Fully functional ticket management system, with customizable ticketing priority, ticket routing, response surveys, and more.
- Integrated remote desktop for Windows machines, including remote restart.
- Mobile support, including mobile-to-desktop remote access.
- Robust asset management and tracking system designed for easy compatibility with the software’s ticketing system. Detailed layout and visualization for managed assets.
- Flexibility. The depth of customization options for SysAid’s software is impressive.
- New features released often.
- The on-site version of the software receives fewer updates than cloud-based version. Though updates and new features are provided on a regular basis, they don’t come as frequently as the cloud-based version of the software.
- Back-end user interface is confusing at first glance and could be more intuitive for new administrators. SysAid’s software puts its helpdesk suite front-and-center, and asset tracking seems to take a back seat at first glance. Once users have learned their way around the interface, as well as the asset tracking module, these issues become moot.
- Helpdesk and Asset management are both offered separately, but really need to be used in conjunction with each other to take full advantage of the platform.
- Initial setup time can be lengthy due to the wide range of configuration options.
The side of SysAid’s software that will see the most day-to-day use, the help desk module is the highlight of the software. From the end-user to the support desk, every facet of SysAid’s product is designed to speed ticket submissions, reduce response times, and provide easy tracking throughout its managed hosts.
While the software will run “out-of-the-box” without much finagling, taking full advantage of SysAid’s software will take an experienced administrator some time to set up. Familiarization with the interface (which can be overwhelming at first) aside, the sheer number of configuration options here allows for near limitless flexibility. This customization extends not just to ticket management, end-user submission options, and knowledge base integration, but to the back-end support user interface, which offers a dizzying number of configurations to present support staff with the tools they need quickly.
SysAid’s end-user experience is easy-to-use and intuitive. Support tickets can quickly be submitted and configured from the back-end to include a screenshot with the ticket. Remote access is a breeze since all machines with Sysaid enabled will automatically have this option turned on by default.
On the support side, all the expected ticket managing solutions are present. Automated ticket routing, issue management, knowledge base access, remote desktop, and online chat are all available for support staff responding to tickets. Support for mobile devices gives IT departments a powerful on-the-go response tool for incoming tickets.
SysAid’s clever integration of asset tracking allows for detailed analytics to be combined with CMDB tracking to produce a clear picture of the IT ecosystem present within the managed network. The combination of these tools really provides a unique take on help desk software, giving administrators real information that can be used to improve IT support across the network.
What seems, at first, to be a secondary consideration for SysAid’s software, it quickly becomes apparent that the asset management portion of the product is not only functional but intelligently integrated into the rest of the platform.
Administrators are offered the same limitless flexibility and customization that is present in the help desk portion of the software. SysAid’s asset layout and visualization have one of the most detailed asset topography displays of any software on the market today. Easily include network detection, customized notifications for devices, and monitoring, with configurable layouts for the presentation of information within the interface.
Since asset management and help desk support can often go hand-in-hand, SysAid’s inclusion of both platforms into one software makes a lot of sense. Issues uncovered through the help desk portion of the software can easily be translated over to the asset management portion, reducing the amount of work needed to communicate between these two services.
With full support for mobile devices and a surprising amount of flexibility, SysAid’s asset tracking covers all the bases needed for asset management software.
SysAid’s software support staff ranks highly when compared to the product support offered by other developers. Having won awards for their customer service, it’s no surprise that SysAid’s product support is top-notch.
Detailed information and tutorials for the use of their software is also provided, helping administrators get their own back-end interface and configuration where it needs to be to meet their needs.
If an all-in-one software solution for both help desk support and asset management tracking sounds like it fits your company’s needs, I highly recommend taking a look at SysAid’s IT helpdesk software. They offer a comprehensive trial on their website to give new users the chance to evaluate their software in their own environment. Given how generous Sysaid is with the features found in their trial, it’s clear they’re comfortable letting the software convince you it’s worth your company’s attention.