SysAid Ticket Management is a powerful system that manages and supports the help desk processes from the beginning to resolution, while keeping the users informed every step of the way.
Part of the SysAid ITIL Package, Incident Management is a key process within SysAid, managing and resolving issues that may interrupt the smooth progression of your IT and business services.
The Self-Service Portal is where your end users perform all interactions with IT: submit and follow-up on service records, view IT announcements, and chat with IT. End users can also access self-service options, like the FAQ and Password Reset, and advanced tasks that include participating in change management processes and accessing their desktops remotely (SysAid Remote Desktop).
SysAid Knowledge Base is a database of tips and how-to solutions for administrators and end-users alike. Admins can share their knowledge with their peers regarding solutions to IT problems, and also provide end users with solutions without needing to contact the IT team. The Knowledge Base is integrated within the Service Desk to allow IT to easily find relevant articles from within a ticket and to actively suggest relevant articles to users at the time they submit their service records.
Email to Ticket
Service records can be submitted via email to one or more dedicated email addresses. Inbound email accounts are monitored by SysAid, and the new messages are automatically converted into tickets (including attachments).
Incoming emails regarding existing service records are automatically added to the service record’s internal messages section.
Fully Customizable User Interface
By modifying the HTML code, it is possible to custom-design your SysAid interface, printouts, notifications, FAQs, and Knowledge Base items to suit your exact needs.
SysAid provides a powerful, built-in automation mechanism that helps you set up rules pertaining to your tickets (service records) according to any criteria, including a wide range of notifications options. For example, you may want to escalate a new ticket if it hasn’t been assigned/classified within an hour by changing its priority and notifying the manager.
SysAid can automatically assign tickets (service records) to the appropriate technicians based upon the service record’s properties, such as SLA, company, user group, and category. For example, the defined technician is populated automatically when service records are classified, or according to the requesting user’s details.
With this feature, you can customize timers to measure the time your tickets spent in various states during your organization’s operating hours. Then, you can set up your SLA and escalation rules based on the analytics you receive in your reports. Some best-practice, built-in timers within SysAid are: Time to Respond and Time to Resolve.
SysAid allows you to create different forms to match your different types of service records. You can associate each service category with a matching form, which is loaded automatically during service record submission. Admins and end users can also select the desired form from a list.
Generate reports with SysAid on your help desk activity, service quality, hardware/software inventory, tasks, and projects. In addition, configure reports that present the categories, administrators, companies, and service records according to the highest values.
Granular Permission Control
SysAid gives you a flexible and comprehensive set of permissions. You can configure permissions for administrators or for groups. For almost every module in SysAid , you can specify how much control your administrators and technicians receive.
(F11) Hotkey to Submit SRs
End users easily submit their service records by pressing the customizable SysAid Hotkey (F11). This captures a screenshot of their screen and opens their web browser directly to the service record submission form. Both user and asset information are recorded automatically.
Remote Control Directly from a SR
SysAid’s built-in remote control capabilities allow admins to offer remote assistance to end users by connecting to their active sessions or to remotely access unattended computers. Remote control is fully integrated throughout SysAid and is available from within: service records, asset records, chat sessions, online users, and the mobile apps.
Collect feedback from end users by automatically sending customized survey questions upon closure of each service record. Use this information to measure end-user satisfaction. The surveys can be a single question or multiple questions. From the results, you can easily produce valuable satisfaction reports.