SysAid the Customer Support Engine

What are the best aspects of this product?

Incident management and reporting

Change management and reporting

Work flow management

Tasks and Projects management

Dashboard displaying number of incidents and what business units are doing or not doing

Where to improve.

Knowledge Base management

What aspects are problematic or could work better?

What could work better is if the system could auto retrieve the knowledge base resolution once a new incident is raised with the same details as the one whose resolution was saved.

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

The CMDB module to capture details eg Laptop model, serial number and cost centre(office); this will help

in maintenance of assets in the system.

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

Incident management and reporting

Portfolio management per staff

Change management ie documentation and reporting( from new change to various approval stages and implementation).

Knowledge Base management and reporting (this assists other resources in identifying ready resolutions and therefore saving time).

Are you a current user of this product?

Yes