Helpful Helpdesk Tool

What are the best aspects of this product?

Easy to implement work flows, that can be created by admins, no need to contact support unless assistance required, having these work flows cut down on the teams time/ effort in having to carry out steps of the process manually.


Useful dashboard which shows a snapshot of useful metrics which you can drill down into, by clicking on the graph, such as time taken to respond to a ticket.


Sysaid support is always very helpful and quick to respond, they have AI provide initial answers within minutes, this has resolved my queries more than once.


Customer feedback requests can be added to the ticket upon closure, a simple facial expression to select which is quick and easy for the end user, prompting higher feedback rates.

What aspects are problematic or could work better?

User interface slightly outdated, the messaging function can be tedious when multiple emails have been sent, having to click into each message to get all the information required, a new version called Spaces should rectify this, however we have been waiting some time for this release, but it's not materialised.

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

It would be useful if a variety of reports of our choosing can be created on 1 master report, instead of having to be run and shown as multiple singular reports.

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

User list is now up to date as it links with AD, no manual intervention required to keep on top of the contacts list that we support.


We are now able to report on customer feedback requests as reviews can be added to the ticket upon closure, a simple facial expression to select which is quick and easy for the end user, prompting higher feedback rates.


Useful knowledgebase which users and admins can utilise, all the information is easily searched on, stored and accessible.

Are you a current user of this product?

Yes