SysAid’s ticket management capabilities support and help manage help desk/service desk processes from first contact to resolution or fulfilment.
SysAid’s incident management capabilities help you to log, process, manage, and report on the issues that adversely affect your end users, and IT and business services.
Service Request Management
While IT support is often viewed as the management of incidents, help desk/service desk admins also need to efficiently fulfil end-user requests for new products or services. SysAid’s ticket management capabilities help you to better manage these and improve the service experience.
The Self-Service Portal allows end users to perform a variety of IT-related tasks or interactions: submitting and checking the status of incidents and service requests, 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).
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 Service Desk 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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Email to Ticket
Incidents or service requests 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.
Incoming emails regarding existing service records are automatically added to the service record’s internal messages section.
Fully Customizable User Interface
It’s possible to customize your SysAid interface, printouts, notifications, FAQs, and Knowledge Base items to suit your company’s exact design needs.
SysAid 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.
SysAid 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.
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.
SysAid allows you to create different forms to match your different types of incidents or service requests. 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.
Generate reports on your help desk/service desk activity and performance, service quality, problem or change management activities, hardware and software inventory, tasks, and projects. You can also configure the reports to focus on the data you are most interested in.
Granular Permission Control
SysAid 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 their web browser, and automatically logs them into the ticket submission form, with both end user and asset information automatically recorded.
Remote Control Directly from an Incident or Service Request 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 and is available from within: incident and service request records, asset records, and chat sessions.
Collect customer feedback from end users, to measure their satisfaction, by automatically sending custom survey questions on incident or service request closure. It can be a single or multi-question survey and you can easily produce valuable user satisfaction reports from the results.