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SysAid has been a good tool and choice for those that need the features and a Helpdesk/Asset system on the cheap.

However, I do find the service request process very cumbersome and it does not flow well. I want all the essentials on one screen to create a ticket or close it. I do not want to hop around to different tabs.

I am working with Spiceworks now at one location and will be able to comment further after I've had a chance to use it for a while.