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The End-User Web Portal provides your end users with an intuitive interface where they can:
Provide your end users with 100% support availability, from their desktops and from their mobile devices. Let them give you the high-quality data you need to resolve their issues quickly and efficiently, and give them the resources to solve their issues on their own!
When end users are confronted with a technical issue, they can quickly access the End-User Web Portal via a simple hotkey assigned to SysAid. Using this hotkey takes a screenshot of the screen they are viewing and automatically attaches this screenshot to the service request they submit.
When submitting a service request, end users can:
The SysAid Chat icon from within the End-User Web Portal allows end users to easily initiate a chat with online admins. If they're contacting you about specific service requests, they can supply the service request number when they initiate the chat. End users can leave messages that are automatically converted to service requests if no administrators are online.
The key to ensuring end-user satisfaction is keeping them informed about the status of their service requests. In the End-User Web Portal, end users have a window into the processes of your IT department so that they stay updated and trust that you're giving them the needed attention. End users can:
A calendar view is available in the End-User Web Portal that shows end users the request dates of the service requests they submitted, the due dates of these service requests, and all group events that are relevant to them. Because the End-User Web Portal Calendar is completely integrated with your help desk, all of this information is added to the calendar automatically.
In the End-User Web Portal, you can build for your end users a full database of common issues and easy "how-to" instructions so that they can resolve issues on their own. A quick search function allows your end users to quickly locate solutions.
Furthermore, the Knowledge Base is linked to the submit service request forms so that after an end user gives their service request a title, SysAid automatically presents the relevant Knowledge Base items and their solutions.
As administrators, you can:
The Knowledge Base provides an essential set of resources that help your end users quickly resolve their own issues. Not only will this improve their satisfaction, but it will also reduce your workload and help you retain the accumulated knowledge of your administrators.
The End-User Web Portal includes specific SysAid modules that are specially designed to give your end users independence, ultimately raising the production level of your admins and end users alike.
Both of these self-help resources are simple to use and available from any device with a browser, including all mobile devices!
End users can ensure that their own personal details are correct and choose the language they wish to work in by editing their Personal Settings.
The End-User Web Portal includes a News section that allows you to post important events and news to all of your end users. Let them know about planned maintenance time, infrastructure changes – whatever’s going on in your IT department that they should know about!
If your organization has implemented ITIL Change Management, you may need your end users to participate in some of your IT processes. For example, a change process involving a large business decision could mean that the end user giving approval is the CFO. SysAid allows them to give this approval directly via the End-User Web Portal.
From the End-User Web Portal, end users can: