SysAid – A simple solution for ITSM

What are the best aspects of this product?

Customization, customer support, ticket and request management, workflow building and general usage.

What aspects are problematic or could work better?

The interface is a little dated and could do with updating. E-mails and conversations could flow better in tickets to make for a better channel of communication

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

I'd love to see an e-mail channel viewer inside tickets that supports full HTML to allow a single channel of communication all within SysAid without the need of using anything else. Pop up notifications as users respond back to you and a facelift of the admin panel

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

Our users are finally able to submit tickets on a branded portal and get support back the very same day!

Are you a current user of this product?

Yes