Help Desk Software

SysAid Technologies, a leading customer service and helpdesk support company, released a new iPhone helpdesk application.  IT professionals can manage their helpdesk on the go.  The application can be customized and automated for maximum efficiency.

Users can update, view, filter, or create new service requests.  The helpdesk application includes reports and analysis, SysAid chat, Remote Control, Asset Management, helpdesk, and IT Benchmark.

SysAid Helpdesk App for iPhone

The new SysAid IT Mobile application is easy to use and best of all it is free!  It is convenient for IT managers because they can control and access their helpdesk while away from their office or computer.  This allows users to be more efficient and organized.

“Our new mobile application provides IT Professionals with both flexibility and convenience,” said Israel Lifshitz, the founder and CEO of SysAid. “By enabling IT managers to monitor and control their helpdesk while away from their actual desk, without compromising the level of service, we are allowing IT managers to maximize their performance capabilities and increase their productivity.”

Currently, this helpdesk application is available for the iPhone, iPad, and the  iPod Touch.  It will be available for the Android and Blackberries by the end of 2010.  Download the application on iTunes or search for it on your phone under the name “SysAid Helpdesk App.”

Technorati Tags: helpdesk, iPhone Applications, IT Staff, SysAid

Israeli help desk vendor SysAid drew attention earlier this month when they announced a live chat integration for help desk software, and today they announced that their customer growth in 2009 was 43% compared to that of 2008. The deployments referenced include not just the company’s help desk solutions, but also their customer service support (CSS) software. The total number of new organizations to deploy is a whopping 16,400, and the company itself has grown 40% over the year.

It’s really no wonder SysAid has experienced such a high growth rate: they’ve launched four new releases this year, and as their platform is web-based, it is more affordable than some of the clunkier, on-premise versions on the market.

Two of the company’s newest releases were internal help desk solutions: SysAid IT 6.0 and SysAid IT 6.5 The latter is the one we noted has the live chat integration, which allows technicians to handle more tickets at one time; it also included an IT benchmark module designed to measure and evaluate IT performance and compare it with other SysAid users globally. The other two major releases were of SysAid’s CSS solution.

Some of their customers are big names, like Xerox, Adobe, and Dunkin’ Donuts. It’ll be exciting to see what they roll out in 2010, for sure.

Technorati Tags: Company Growth, Live Chat Integration, SysAid

The slow economy has left many IT departments having to “make do” with help-desk software investments that are becoming antiquated. Luckily, there are companies like the Israel-based help-desk software vendor SysAid, which recently launched integrated IT help desk live chat.

The latest version of their help desk platform, SysAid 6.5, will feature the live chat integration. This newest addition will help IT departments make their technology last longer, and more specifically, will help them manage the influx of inquiries via phone and email. SysAid surveyed customers globally, and found that a large percentage weren’t utilizing a live chat platform for their help desk needs. However, the vast majority of users are familiar with SMS services, so the integration allows IT technicians to support multiple channels and end users much more easily.

It is interesting that this solutions pretty much eliminates the need for phones in help desk, but an IDC research director notes that live chat capabilities are essential to any company offering a SaaS help desk solution. Having the ability to support five to six users at once—far more than can be helped via phone support—offers a great competitive advantage. SaaS help desk software is very young right now, but live chat integrations could be the innovation that helps it mature, and quickly.

Technorati Tags: Live Chat Integration, SaaS Help Desk, SysAid