SysAid is a modular ticket management program that adapts to all the needs of the company. It manages all the processes of the technology support center.
The users upload the incidents in the SysAid web portal through the association of the active directory of the company and the cloud service of SysAid. After authentication the user can manage their index to the IT department of the company.
Help-desk staff is responsible for distributing the corresponding tickets to each resolving entity in the IT area. End users can track their incidence from the moment it is created, until it changes status and is solved. They also have the ability to chat with IT staff.
SysAid has something called knowledge base is a database where you have stored the tips and possible solutions that IT staff gives for each incident. This is very helpful since it reduces the IT response time to the end user.
SysAid is highly customizable, it has a customizable and intuitive web interface, easy to configure and implement.
In each indicencia is the section of solution where the IT staff indicates the solution to the case, this is the activities tab where you see the time of solution, the message section where you see the interaction of the end user with IT, the chat area It also corresponds to the interaction of the end user with IT and greatly helps the history of the incident from who creates it up to the scaling it has had over time.