Revising the Knowledge Base Interface Roundtable

Revising the Knowledge Base Interface

Join us Tuesday, May 1st, at 12 pm EST

After SysAid’s 8.5 release, many customers requested to have the “tree view” design of the Knowledge Base from 8.0 returned.

We take your comments very seriously, and decided to revise the user interface of the Knowledge Base to better fit your needs. Oded Moshe, our VP of Products & IT, has already held an online roundtable with customers who wanted to share their feedback about the future Knowledge Base design (read the whole story here).

There will be a 2nd roundtable next week: Tuesday, May 1st, at 12 pm EST. If you want to hear our future plans for the Knowledge Base UI and share your feedback, we encourage you to join this webinar!

Sign up now—all you need is a web browser and speakers!

Craig Perelson

As far back and he can remember, Craig Perelson held an interest in computers and technology. Today, he appreciates being a SysAid Pathfinder because it allows him to be the first to play with the latest features and gain new perspectives by working with IT admins from around the globe. The comradeship among Pathfinders "is always fun and a great learning experience. All the Pathfinders get along well with one another," Craig describes. "Providing feedback to the SysAid community is great. You never know when a simple idea can grow with the help of others and you see your idea come to life in newer versions." Being a Pathfinder has given Craig insight into how others have setup their SysAid Help Desk and the customizations they chose—selections he thinks is specifically important for SysAid user: "Because SysAid is just that, a fully customizable help desk." Working for Triple4 On-Site Services and outsourced to a large Financial Services provider where SysAid has been implemented, Craig says that the performance of his IT department with SysAid is "unexplainable! SysAid helps us by leaps and bounds." Craig highlighted his favorite benefits of SysAid's new release which included: "Fantastic new changes to the Escalation Rules, customization, notifications, and the ability to get an 'off-the-shelf' product to bend to your environment's needs is absolutely fantastic."

Want to be featured? If you are a Pathfinder and would like to tell your story, please email: marcom@sysaid.com. To take the first step and become a Pathfinder, please sign up here.

Andrew Kuntaraf

Andrew Kuntaraf, an IT expert and certified MCSE, says that the foundation of all effective software is a good technical infrastructure. Working as the Director of Support to the Seventh-day Adventist Accounting Software team, he specializes in working with cutting-edge accounting software solutions in a dynamic global environment.  Andrew has enjoyed participating as a Pathfinder and being part of the solution. With SysAid, Andrew's hectic job is more organized: "Often our days and nights are spent helping people from 6 different continents, currently working with 15 support teams supporting some 2000 users. We appreciate SysAid 'being there' as a solid solution we have invested in to better organize our global work." A key requirement for working in the IT world is efficiency, and Andrew feels more in control: "Now we are able to categorize, assign, prioritize, and better coordinate the service requests." In addition, some aspects of SysAid that Andrew values are the easy integration to multiple email systems and domain, as well as the robust real-time management reporting through the Manager Portal: "We appreciate the transparency, coordination, and increased effectiveness SysAid has brought our team!"

Want to be featured? If you are a Pathfinder and would like to tell your story, please email: marcom@sysaid.com. To take the first step and become a Pathfinder, please sign up here.

Rob Stephens

Rob Stephens is an innovative IT leader specializing in end user support. In hopes to better the environment, Rob is advancing data center and desktop virtualization. He was inspired to be a Pathfinder in order to stay on the forefront of technology, but also sees the experience as an opportunity: "Becoming a Pathfinder allows me to make suggestions for the software, as well as point out any issues in new software releases that could impact performance of my department." Specifically, he noted that SysAid's new releases have greatly improved the performance of his IT department. The advice Rob gives in order to make the most out of SysAid is to focus on the optimization of end user experience: "The strongest aspect of SysAid is the management of inbound service requests and the ability to monitor the service levels within the SLA module. End user belief and satisfaction in using the software comes from our ability to log, communicate, and track efficiency of all service requests."

Want to be featured? If you are a Pathfinder and would like to tell your story, please email: marcom@sysaid.com. To take the first step and become a Pathfinder, please sign up here.

Mehmet Ali Demirci

Five years ago, Mehmet Ali Demirci and his partners realized that they could no longer support the growing number of computer service contacts using only basic software. After researching and testing over five software providers, Mehmet chose SysAid. "As a popular MSP company, we had to choose software that could lower our operating expenses, gain productivity, be proactive, and service within minutes," Mehmet explains. "To do this you have to catch the newest technologies in hardware and software. This is why I wanted to be Pathfinder - to exceed the limits with SysAid." Founding his own MSP company, Mehmet implemented a translation of SysAid text in his national language for customers while servicing both PC based hardware and MS based operating system services. Mehmet also enjoys sharing ideas on the SysAid Community which he describes as a great forum for IT professionals: "As a Pathfinder, SysAid helps us extend the boundaries of software and we can provide feedback on software developments." Mehmet notes that SysAid has helped his company reduce workload, lower IT service costs, and be more proactive on service needs—several crucial areas he recommends any MSP to consider while researching a help desk software.

Want to be featured? If you are a Pathfinder and would like to tell your story, please email: marcom@sysaid.com. To take the first step and become a Pathfinder, please sign up here.

Bisi Onaolapo

Bisi Onaolapo, a Nigerian expert in IT for over 9 years, was inspired to become a Pathfinder because he felt: "The need to contribute his ideas to one of most cost-efficient and best help desk solutions." He started his IT career as a support engineer in one of the first Microsoft Gold Partners in Nigeria and now manages ERP Solutions while supervising general help desk activities. "Being a Pathfinder affords you the opportunity to determine the functionalities of the application," he explains. While there are many benefits to being a Pathfinder, Bisi was struck by the impact each Pathfinder has: "Each Pathfinder is a decision maker for what SysAid offers to their numerous customers."

Want to be featured? If you are a Pathfinder and would like to tell your story, please email: marcom@sysaid.com. To take the first step and become a Pathfinder, please sign up here.