SysAid

[sluggster66]

Hi everyone

 

Looking for some reviews from people who have or are using SysAid as there Helpdesk and also for network monitoring.

 

Thanks

[dblight]

Used it when I worked for a retail firm a few years back. Was a very solid product, can get quite costly if you start adding lots of technicians and clients etc etc but I believe they do educational discounts.

[unixman_again]

We used it in my last school. Worked fine. Perhaps the best feature was that staff could press F12 on their laptops (or desktop PCs) and this would open the ticket logging form. Where I work now, staff have to navigate from the staff portal to raise a ticket. OK, so we could set this up on our machines, but it was nice that it was built into the standard image. There is a free version of SysAid which I think is what we used. It's not as good as some ticketing systems I've used (eg Remedy) but it does the job.

[Grey-gear]

Used before moving to connectwise, easy to use, easy to maintain as well.

[sluggster66]

It's not as good as some ticketing systems I've used (eg Remedy) but it does the job.

 

Can you suggest some of the better ticketing systems, that you have seen, that also include some network monitoring tools?

 

Thanks a lot

[unixman_again]

The two best help desk systems I've used are Remedy and Kayako, which I used when I worked in facilities management and e-tailing. Superb reporting and search facilities. The "nag" feature in both was annoying and useful. As each ticket was logged, it would compare the log time with the response time on the SLA. As the time neared, it would send emails to the person working on the ticket, at ever decreasing time intervals. If the time expired before a response was entered on the ticket, emails were sent to the help desk manager, the persons line manager and the client. It really kept you on your toes! Probably overkill and out of the price range for schools.

[pow]

I found it way too overcomplicated for a simple ticketing system. Moved to a email-able Sharepoint list

[_Ben]

Might be worth taking a look at Spiceworks. It's completely free, takes about an hour to set up and apps are available on iOS and android if you wanted to check the queues away from your desk.

 

I've been using SysAid at a school and it's just way too over-complicated for what they need. We should be trialling Spiceworks over the next week for them and go from there.

[HarryMonkey]

We use Sysaid here, it works for us, staff simply send an email to IT_Helpdesk @ ... and it raises the ticket, they get email notification when the ticket gets closed. I know that some people have become a bit sensitive as it has in the past, been a product from Israel, and maybe it still is I don't know. All I know is it's what we use here and it works for us. There's an App for it as well.