SysAid Ticket Management

SysAid’s ticketing system supports and helps you to better manage your help desk processes from first contact to resolution.

SysAid’s ticketing system includes everything you need for ticket management including:

Incident Management

SysAid’s incident management capabilities help you to log, process, manage, and report on the issues that adversely affect your end users, as well as IT and business services. It’s a ticketing system must-have.

Self-Service Portal

The SysAid Self-Service Portal gives your ticketing system greater reach. It allows end users to perform a variety of IT-related tasks or interactions: submitting and checking the status of incidents, viewing IT announcements, and contacting IT via chat. End users can also access self-service options, like the FAQs and Password Reset, and other tasks such as participating in the change management processes or accessing their desktops remotely via SysAid Remote Desktop. It makes SysAid Help Desk Software so much more than the ticketing systems of old.

Knowledge Base

SysAid Knowledge Base is a repository of tips and how-to solutions for both admins and end users. Admins can share their knowledge with peers, such as solutions to IT issues, and also provide knowledge articles for end-user self-help. The Knowledge Base is integrated within SysAid’s ticketing system so admins can easily find helpful articles from within a ticket or proactively suggest articles to end users while they are typing in the title of their ticket.

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SysAid's Ticketing System: Fully Customizable UI

Email to Ticket

SysAid’s ticketing system works with your corporate email system. Incidents 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 the attachments). Incoming emails related to existing tickets are automatically added to the relevant ticket’s internal messages section.

Fully Customizable User Interface

With SysAid’s ticketing system it’s possible to customize the user interface, printouts, notifications, FAQs, and Knowledge Base items to suit your company’s exact design needs.

 

 

Escalation Rules

SysAid’s ticketing system provides powerful, built-in automation capabilities that allow you to set up and operate ticket-related rules based on a variety of criteria and with a wide range of notifications options. For example, you may wish (or need) to escalate a new ticket, if it hasn’t been assigned and classified within one hour of receipt, by changing its priority and notifying a manager.

Routing Rules

SysAid’s ticketing system can automatically assign tickets to the most appropriate, or pre-determined, admins or technicians based on their properties, such as SLA, company, user group, and category. For example, a certain technician is automatically assigned to a ticket based on the requesting user’s business function or the type of issue.

 

 

Dynamic Timers

With this feature, you can configure timers to measure the time your tickets spend in various states. Then, SLAs and escalation rules can be set up or modified based on your real-world performance rather than ill-fitting industry standards. Example best-practice, built-in timers included within SysAid are: Time to Respond and Time to Resolve.

Dynamic Forms

SysAid’s ticketing system allows you to create different forms to match your different types of incidents. You can associate each incident or service category with a matching form, which is loaded automatically during ticket submission. Admins and end users can also select the desired form from a list.

Reports

Generate reports on your help desk activity and performance, service quality, hardware/software inventory, tasks, and projects. You can also configure the reports within SysAid’s ticketing system to focus on the data you are most interested in.

 

Granular Permission Control

SysAid’s ticketing system provides you with a flexible and comprehensive set of role-based permissions – to limit who can create, view, update, and delete information. You can configure permissions for admins or for groups. For most SysAid modules you can specify the permissions your admins and technicians receive.

(F11) Hotkey to Submit Tickets

End users can easily and swiftly submit tickets by pressing the configurable SysAid Hotkey (F11). This command captures a screenshot, opens a web browser, and automatically logs the user into the ticket submission form, with both end-user and asset information automatically recorded.

Remote Control Directly from an Incident Record

SysAid’s built-in remote control capabilities allow admins to offer remote assistance to end users – by connecting to their active sessions or remotely accessing unattended computers. Remote control is fully integrated throughout SysAid’s ticketing system and is available from within: incident records, asset records, and chat sessions.

Satisfaction Surveys

Collect customer feedback from end users, to measure their satisfaction, by automatically sending custom survey questions upon incident closure. It can be a single or multi-question survey and you can easily produce valuable user-satisfaction reports from the results.

 

 

Need more than just a ticketing system?

Why not check out our ITSM solution, which include ITIL-aligned capabilities such as problem management, change management, and knowledge management, as well as incident management.
 
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