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After reviewing software for years, I find it harder and harder to be impressed by the same old features, functions, and offerings. SysAid is one of those rare exceptions that actually raises my expectations for what a great software solution is.
"It just works."
- Steve Jobs, Apple Worldwide Developers Conference (WWDC) 2011 (and he said it multiple times)
Some software vendors preach about a fantastic user experience and some actually deliver on those promises. The way I see it, simplicity and intuitiveness are two of the most important qualities a vendor can build into their software.
It doesn't matter how many features you have, how attractive your user interface is, or how inexpensive your software is, if your users can't understand how to use it. Customers just want the products they buy to work.
This is where SysAid excels.
Unfortunately, SysAid suffers from the same problem other platforms do that refuse to publicly display their pricing. SysAid offers an easy-to-use platform for users of all experience levels and needs, no doubt about it.
But their pricing concealment makes it difficult for me to pinpoint the size of business they're looking to target. Small businesses? Enterprises? Who knows until one decides to jump into the exciting world of the SysAid sales funnel.
Time is money for businesses, and if you're looking for an IT help desk application, you might not have the time to run through multiple pricing quotes with a software sales team.
It's far easier to gather up the software options in your price range based on advertised rates, try each one out separately, and then make a decision once all of your concerns have been answered by the vendor.
Earlier this week when I reviewed ServiceDesk Plus, I remarked how easy it was to learn and use.
Considering the vast number of functions that an IT service management platform performs, I couldn't imagine how much more streamlined the user interface and experience could actually get to provide nearly the same functionality, but SysAid proved me wrong.
Don't mistake me, ServiceDesk Plus is still a very simple platform to use but SysAid takes it a step further with an even more streamlined user experience.
Starting with the main help features, issues and requests, SysAid puts both of these functions under the Service Desk dropdown menu.
Everything a user needs is available in this dropdown menu, from incidents, requests, changes, problems, and activity records to knowledge base articles, and live chat. SysAid employs this easy navigation throughout the platform's functions.
It's this kind of simplicity that separates one software solution from the competition despite similar features, functions, and services. No one wants to spend more time learning their software than actually using it.
I love the way SysAid handles asset management. The asset dashboard gives a detailed asset rundown, including how they are all connected, a list of all incidents and requests, and monitoring alerts so you can stay up to date with any issues in real time.
The connection web is fully interactive, so you can visualize how your entire network is connected through computers, servers, printers, WiFi routers, and phones. You can rearrange this web any way you like through a drag-and-drop system. Such personalization allows you to make SysAid your own.
When you need to measure the your IT team's success, SysAid keeps it as simple as the rest of the platform through visually engaging dashboards and pre-built report templates. You choose a report type, set the parameters, and choose your report type (PDF or Excel spreadsheet). SysAid will automatically download the report to your computer.
SysAid is one of the simplest platforms I've ever used, considering the substantial features list, across all software types. Anyone could learn to use this platform, and I can't see many users needing additional help with the main functions.
This is the second help desk software I've reviewed where the vendor keeps their pricing under wraps, behind a "tailored quote" form.
Once you submit your information, you are already sucked directly into SysAid's marketing funnel, allowing them to contact you and send you marketing materials meant to close a sale. This makes sense from a sales perspective, but gives the consumer no context as to how much other users are charged.
In my experience, software vendors only hide their pricing behind information capture forms because they are worried their expensive pricing structure will scare away potential customers.
While this is not true in every situation, I am skeptical when vendors aren't transparent about their pricing. Other vendors like Zendesk have no issues with showing their rates. I believe SysAid ought to do the same.
SysAid offers a variety of support options that'll cover every need you could possibly have. These support avenues include:
While the list isn't as long as some other vendors, they do cover the most important bases. I love the effort put into the video knowledge base. It's one thing to tell someone how to fix their problem or learn a system, and it's another to show them how to do it.
SysAid's greatest benefit is its emphasis on a user-friendly experience. When your tool is used to help others solve their problems, it's important your users aren't just as lost as the people they're trying to help.
SysAid succeeds on all counts in this area, providing one of the simplest and most intuitive help desk platforms I've ever used. You won't have to spend hours onboarding new users into this system. After minimal instruction, your IT help desk will be up and running.
The second major benefit is the 30-day free trial period. SysAid spurns the standard two week trial period in favor of a month long window to let you really understand their platform. And I'm sure if you asked, they'd be willing to extend that period if need be.
SysAid is an example of a well-thought-out solution made for all experience levels. I feel it ranks about average in terms of design appeal, but the developers of SysAid must've gone to great lengths to ensure a quality user experience and that's what really matters. If they can do this, why not other vendors?
IT Ticketing | Knowledge Management | IT Asset Management | Remote Support | Self-Service Portal | |
---|---|---|---|---|---|
SysAid | |||||
Servicedesk Plus | |||||
Jira Service Desk | |||||
SolarWinds Service Desk | |||||
Zendesk |
What if you don't need all of the bells and whistles and you're working on a tight budget? Perhaps you're looking for a free help desk software. If that's what you're looking for, you're in luck. Go here for SysAid's free version lets you add two administrators, 100 assets, and 100 end users.
This is a great choice for those smaller businesses just looking for a simple, free ticketing system.
SysAid is the perfect help desk solution for new and less experienced software users, as well as users of all experience levels due to its long list of features. If you have prior experience with help desk software, you'll have no problems picking up this tool.
However, if you're new to this kind of solution, all you'll need is a quick tutorial and some additional help from the video knowledge base in order to fully understand SysAid.
SysAid offers all of the standard support options, including phone support, a knowledge base, user forums, live chat support, and issue support forms.
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