SysAid ITIL

What are the best aspects of this product?

Customizability of each of the sections is great. Being able to customize templates and have them go through a process that allows end-users to complete sections that are assigned to them is a wonderful thing to have. I've set one up for monitor approvals, user wants a new monitor submit the template and it notifies their manager and the manager can then approve or deny.

What aspects are problematic or could work better?

Tabs inside of the templates can't be easily moved once created. You have to go through the Workflow Manager inside of the template to change the order of the tabs instead of being able to do it through the main screen or the Sub Type.

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

Teams integration is currently in Beta and is working well, but I would like to see more functionality with it. Possibly more templates for the user submission inside of Teams and better FAQ suggestions when submitting, also integration of Teams into the Chat function of SysAid so if users start a chat to an Admin, it can be used inside of Teams.

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

This has helped with our Ticket submission, we came from having no ticket tracking to being able to track tickets and track what is causing most of the problems. The insight we are getting and tracking now has been very helpful to see what needs to be fixed before it becomes a bigger problem (mainly laptop purchasing).

Are you a current user of this product?

Yes