SysAid is an innovative service desk software. The platform is a groundbreaking software suite that aids in professional IT Service Management. Using Sysaid, organizations benefit from an easy to use system that helps integrate and optimize an organization’s IT customer service, as well as the interactions the team has with their end users. The optimal structure that SysAid provides helps IT professionals in planning the delivery and execution of their service and operations in a well-ordered manner. SysAid also helps eliminate the communication gap between customers and IT service management personnel.
SysAid provides flexibility by giving organizations an interface that is easily customizable to their needs. The system allows flexibility, from custom organizational branding (i.e. company logo, notifications) to custom web page configuration, as well as the flexibility to integrate third-party plugins and apps into the interface and database backend.
The SysAid suite has a user portal that displays different user accessibility options. From this portal, users can submit problem tickets, customize their environment and view information regarding ticket history and status. Two of the most used interface options would be “Submit a Service Request” and “View Your Service Requests.” In the Submitting a Service Request menu, you have the options of selecting which group/department you need to address your incident.
In addition, there are also subcategories you can select for the specific group that can especially aid in your issue. To ease a user’s experience, SysAid contains “Intelligent code completion,” a feature that aids users with a box tooltip that provides commonly asked questions, tips, and suggestions. Also, SysAid also helps users by Auto-populating selections with default selections, depending on the organization customization setup. Service requests also provide many features that help with communicating incidental problems: File uploading with visual thumbnails, tracking information(e.g., ticket number, IT assignee information, estimated completion time), as well as automated emails sent to users that contain ticket and tracking information. SysAid also has a robust search engine which aids users in easily locating ticket history and status. Every service request option is searchable (Category, Description, Status, etc.), thus giving users the flexibility of finding tickets without all of the complete information needed.
A key feature of SysAid is the ability to allow organizations to customize the platform to their liking. Certain events can be triggered to perform certain useful platform actions, such as emailing users if certain actions are executed (e.g., new ticket submissions, ticket record changes, a service request, etc.). Software and Web Developers can also use HTML to customize these notifications.
SysAid also contains many HTML files that are customizable. With this flexibility, you can customize an organization’s web page layout, as well as editing specific web page content. You can also customize forms for your organizational needs using SysAid Web Forms that are included in the system, which allows you to offer custom fields and also create new form types. SysAid also supports a count of 10 to 42 multiple languages, depending on which component you are using. SysAid also has a translation feature, which is also customizable if you need to customize a certain dialect. SysAid’s Self-Service Portal is also fully configurable and can be customized to enable or disable certain features to end users (i.e., whether or not users can close their tickets, user access levels, etc.)
For even more customization options, developers can delve deeper into the platform by accessing the SysAid API(Application Programming Interface). Using the various SysAid Enterprise Editions available, you can use the API to access the main components of SysAid. Using this accessibility, you have the flexibility of creating, deleting and also modifying SysAid components. You can also customize email sending through the API, which is a popular option for institutions, as well as many other functions.
SysAid comes in two types of formats: SysAid Cloud (SaaS) and SysAid On-Premise (Download). SysAid Cloud is an innovative system offering that allows organizations to have a Cloud IT Service Management Solution (ITSM) that requires no servers, local resources or organizational upgrades. Using this service would prove cost-effective and time-saving to organizations. The traditional SysAid On-Premise is also available, which keeps the software on local servers, thus allowing you to fully control any upgrading or management of the SysAid application and data. For on the go mobile use, SysAid also includes mobile applications. These applications support various popular devices from different operating systems: iPhone, Android, Blackberry and Windows 7.
Many popular and distinguished businesses use the SysAid platform, both institutions, and organizations. The clients vary from Technology, Healthcare, Educational institutions, and many more business types. Among the list of clients include Fuji Xerox, Motorola Solutions, Georgetown Law, Birkbeck, University of London, along with many other professional organizations.
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