A good powerful and cost-effective ITSM application

What are the best aspects of this product?

SysAid provides a powerful, full-suite functions which most organizations are looking for. Also, it is very cost-effective which you can purchase the modules that fit your needs and budget. You can add/remove the modules as your organization grows. You can simply use as the Helpdesk (service tickets, chat, dashboard and reports), and then add user management, asset management, patch management, remote support, etc.

What aspects are problematic or could work better?

The application is powerful and full of potential. It is important to implement it right from the beginning. Starting from the requirement, design, implement, customization, all the way to the user training. Their staffs are talent and professional, but they normally won't do the hand-in-had, baby-step guides that well as some vendors. I experience is if I asked the right questions, I got right answers. If I asked a very general question, I got a general answer.

What features/services would you like to see in future versions of this product?

I would be nice if the user interface could be more refined.

What specific problems in your company were solved by this product?

We started using the SysAid in 2013 as our Helpdesk system and it has improved the quality and efficiency a lot.

Are you a current user of this product?

Yes