Overview
What is SysAid?
SysAid is presented as comprehensive ITSM platform with generative AI baked into every element of service management. With a fully conversational experience wrapped into the UI, SysAid aims to empower organizations to unleash their full potential for productivity.
My experience with SysAid.
Moving to SysAid was a step in the right direction.
Solid, Affordable, IT Managment Tool for the Education Sector
An Analysis's view on SysAid
Review: Why SysAid is been chosen ...?
SysAid - The quicker tool for success
Handy Helpdesk Tool
Review about SysAid
SysAid Review
SysAid a beginner friendly ticket management tool
Quick and Easy Management of a customer database and ticket system.
SysAid - Value for Money with great support and service.
Great Ticket and Asset tracking solution for any business.
SysAid Review
Helpdesk
Asset Management
Remote Management
Change logs
How SysAid Differs From Its Competitors
Automated Workflow
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Automated Workflow
Because of how static the workflow, creating all these different ones takes alot of time.
Automated Workflow
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Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Self-service tools (148)8.787%
- ITSM reports and dashboards (132)8.787%
- Organize and prioritize service tickets (154)8.787%
- Asset management dashboard (132)8.484%
Reviewer Pros & Cons
Video Reviews
2 videos
Pricing
What is SysAid?
SysAid is presented as comprehensive ITSM platform with generative AI baked into every element of service management. With a fully conversational experience wrapped into the UI, SysAid aims to empower organizations to unleash their full potential for productivity.
Entry-level set up fee?
- Setup fee required
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
SysAid Interactive Product Tour
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.7Organize and prioritize service tickets(154) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 8Expert directory(123) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.1Service restoration(106) Ratings
Impact assessment and automated fixes for common problems
- 8.7Self-service tools(148) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 7.8Subscription-based notifications(110) Ratings
Users subscribe to notifications for ticket updates
- 8.7ITSM collaboration and documentation(123) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 8.7ITSM reports and dashboards(132) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 8.1Configuration mangement(126) Ratings
Database for tracking and reporting all business assets
- 8.4Asset management dashboard(132) Ratings
Dashboard showing organization's software portfolio
- 8.2Policy and contract enforcement(89) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 8.6Change requests repository(114) Ratings
Single repository of all planned changes and releases
- 7.9Change calendar(94) Ratings
Calendar showing change schedule to stakeholders
- 8.8Service-level management(116) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is SysAid?
SysAid Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Service restoration
- Supported: Self-service tools
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: ITSM reports and dashboards
ITSM asset management Features
- Supported: Configuration mangement
- Supported: Asset management dashboard
- Supported: Policy and contract enforcement
Change management Features
- Supported: Change requests repository
- Supported: Change calendar
- Supported: Service-level management
Additional Features
- Supported: SysAid Copilot – bakes generative AI into every aspect of service management, enabling admins to deliver faster and more accurate service.
- Supported: Al Author - When helping an employee with an issue, the AI Author helps rephrase replies, expand on answers, break down information into simple steps, and apply different tones of voice.
- Supported: AI Chatbot - For always-on, 24/7 service, a conversational self-service experience that uses Generative AI to help employees by delivering answers based on what it has learned by absorbing knowledge base articles, internal data, and ticket resolution history – as well as verified external data sources, links, and documents.
- Supported: Al Case Summarization – Provides admins with a real-time summarization of the ticket content and employee emotion (AI Emotion) from the Queue or Ticket Journey so admins can understand the context, history, and end-user sentiment at a glance.
- Supported: AI Emotion – Admins can immediately understand employee sentiment about the service request before the ticket is resolved to help them rapidly assess the best way to respond to each incident.
- Supported: Al insights – Insights into team performance through auto-generated periodic reports that include summaries of the previous week’s data, as well as forecasts and recommendations based on industry benchmarks – as compared to internal performance data.
- Supported: Al Intellegent Categorization - When tickets come in, no matter how they come in – whether via the AI Chatbot for End Users, AI Emailbot, or any other channel – AI Intelligent Categorization automatically categorizes and routes them to the right people.
- Supported: Bulk Action - enables users to perform simultaneous actions on multiple tickets from the queue and perform actions like assigning to a team, changing status, or updating attributes in a batch.
- Supported: Inline Editing - allows users to make quick edits directly from the queue view. Users can click on a field, edit content, and save changes without navigating to a separate editing screen.
- Supported: Monitoring & Fine Tuning - gives the admin control over the quality of answers that the AI Chatbot provides, through the ability to edit and fine-tune the answers.
SysAid Screenshots
SysAid Video
SysAid Integrations
- TeamViewer
- Trello
- Slack
- OneLogin by One Identity
- LogMeIn Rescue by GoTo
- Skype for Business, now part of Microsoft Teams
- Microsoft Teams
- Zapier
- CAS
- Jira Software
- The Okta Identity Cloud
- Microsoft 365
- Nagios Core
- BeyondTrust Remote Support
- Microsoft Azure
- SolarWinds Network Performance Monitor (NPM)
- Shibboleth
- SSO Connector
- Worksafe App
- Google Apps
- ADFS
- OpenAM
- IP Filter
SysAid Competitors
- Freshservice
- Cherwell Service Management
- ServiceNow IT Service Management
- Jira Service Management
- ManageEngine ServiceDesk Plus
- Zendesk Suite
- BMC Helix Remedyforce
- BMC FootPrints
- TOPdesk
- BMC Track-It!
- EasyVista Service Manager
- CA Service Management, with CA Service Desk Manager
- OpenText Service Manager
- Ivanti LANDESK Service Desk (discontinued)
- BMC Helix ITSM (Remedy)
- NinjaOne
- HaloITSM
- SolarWinds Service Desk (SSD)
SysAid Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows, Linux, Mac |
Mobile Application | Apple iOS, Android |
Supported Countries | Global |
Supported Languages | English, Spanish, French, German, Italian, Japanese, Portuguese, Russian, Hebrew, Chinese (Simplified), |
Security |
Frequently Asked Questions
SysAid Customer Size Distribution
Consumers | 0% |
---|---|
Small Businesses (1-50 employees) | 10% |
Mid-Size Companies (51-500 employees) | 60% |
Enterprises (more than 500 employees) | 30% |
Comparisons
Compare with
Reviews and Ratings
(214)Attribute Ratings
- 9.1Likelihood to Renew15 ratings
- 9.1Availability4 ratings
- 9.1Performance4 ratings
- 8.8Usability41 ratings
- 9Support Rating51 ratings
- 9.1Online Training2 ratings
- 9.1In-Person Training2 ratings
- 8.3Implementation Rating8 ratings
- 9.1Configurability2 ratings
- 8.9Product Scalability4 ratings
- 5.1Ease of integration2 ratings
- 9.1Vendor pre-sale3 ratings
- 9.1Vendor post-sale3 ratings
- 8.8Professional Services8 ratings
- 8.5Contract Terms and Pricing Model13 ratings
- 7.9SysAid Time-To-Value66 ratings
Reviews
(1-25 of 156)Flexible Tool Ticking A Lot Of Boxes
- Capture custom fields
- Present clear information
- Provide a good search function
- More connectors to allow for easier integration
- A better api with good json schema making use the fexibility a json api can offer for custom fields rather than one likely based on a transfer of logic from soap xml
My experience with SysAid.
- Integration with necessary day-to-day tools such as AD and email.
- Tracking of tickets by the end user.
- Approval flow notification for directors to carry out approvals via email from anywhere.
- Import data from list-type fields via spreadsheet and not manually.
- Mobile app and not through the browser.
Moving to SysAid was a step in the right direction.
- flexibility for set up customization
- ticket management and auto assignments
- self-service portal with KB utilization
- Reporting
- Mobile App
- more training to maximize full capabilities
- remote monitoring and management capabilities
Solid, Affordable, IT Managment Tool for the Education Sector
- Provides a user friendly GUI for our End Users
- Provides our Support Team with a solid array of IT management tools
- Affordable solutions to the education sector
- Reporting Suite is developing well but has been difficult in the past to pull data together easily
- The education on-prem product has restricted customizations, branding is limited basically
- Upgrades are multi step, (not rolled up to latest release, multiple version upgrades are required) and this increases our downtime for maintenance
An Analysis's view on SysAid
- Dashboarding
- Categorizing
- Tracking
- End User interface
Review: Why SysAid is been chosen ...?
- The user-friendliness of the product is at a higher level.
- Creating workflows is very easy to handle.
- Live support of the SysAid Customer care is really appreciated.
- Option of dynamically changing the fields.
- Login/ Logout Reporting
- pricing
SysAid - The quicker tool for success
- Ease of use
- User friendly
- Manage requests and incidents
- Make dashboard a little modern
- Gets slow once a while using the portal
- More reporting tools
Handy Helpdesk Tool
- Remote access is available to use within SysAid, connecting to the required assets, we do not have to use external software.
- The emails are pulled through from AD ensuring we have all the correct email addresses and we don't have to spend time manually entering and removing the addresses
- There is a whole host of access controls allowing you to provide the relevant permissions, thus ensuring everyone has the right level of access to carry out their role effectively without causing issues
- Email communication is clunky to and from the end user, takes some time to read through all the emails in a ticket, as you have to go into and read each email sent.
- The templated auto responses when used do not have any paragraphs, this always has to be done amended afterwards before sending to end user (unless you have someone use HTML on these)
- Sometimes the system does run slowly on occasion
Review about SysAid
- Ticket management system
- Create and customize workflows
- Provide dashboards to get the ideas more clearly and quickly
- Some support agents are very helpful
- Product Price is on a higher scale.
- If we typed a note in a note box of ticket and accidently click outside of the note box without saving the note the whole note box disappears. We have to type the text again. Hope this issue will be resolved.
- Some support agents were not helpful, they keep telling what's already said without providing a solution or an alternative.
There are some support agents who were very helpful when we contacted SysAid support.
As I mentioned before when we type a text in the note box and accidently click outside of the text box without saving the note, the whole note box disappears so, we need to type the text again from the beginning. Hope to get a solution for this issue.
SysAid Review
- Helpdesk
- Asset Management
- Remote Support
- Dashboard
- Technical Support
- Admin Settings
SysAid a beginner friendly ticket management tool
- Gives a report of the service record
- creates a new ticket in sysaid through an email
- Ability to work as a team and resolve the cases
- Categorize the different types of issues/cases
- The user Interface must be improved
- The emails are triggering a new ticket in place of a response to existing ticket
- Customize ability must be easily achieved
The application will be not useful if the users are in large numbers and number of users and tickets are high
Quick and Easy Management of a customer database and ticket system.
- SysAid provides detailed information regarding a customer account.
- SysAid provides the ability to email customers once a support ticket has been reeived, worked on and/or completed.
- SysAid provides the ability to reassign tickets and keep detailed activity while a ticket is being worked on.
- Directly forwarding emails submitted by customers to other employees.
SysAid - Value for Money with great support and service.
- Help Desk.
- ITIL Functions.
- Asset Management.
- Workflow
- Native Whatsup integration.
Great Ticket and Asset tracking solution for any business.
- Ticket Tracking
- Asset Management
- System Patching
- Server patching, it seams that some updates are not getting to the systems properly I'v found.
SysAid Review
Helpdesk
Asset Management
Remote Management
Change logs
- Integration with the Teams app is seamless
- Support responds to tickets rapidly
- Asset management is easy to use
- I have been having trouble with the agent deploying in different scenarios
- Sometimes having too much customization can be overwhelming
- Understanding the terms and what settings actually do can be confusing
Once the agent was deployed onto the machine it was easy to gather information about the asset
The deploying of the agent itself can be annoying and difficult
I have had scenarios where it just didnt work or wrong settings.
SysAid experience
- Support
- Many features
- Extensive documentation
- Configurability
- Rather bad UX experience on admin portal
- Localization issues
- Steep learning curve
- Minor bugs here and there
Quality software with a great future.
- Excellent range of features & functionality
- Seamless integration with other systems
- Detailed ticket management and tracking
- Out-dated UI
- Too many clicks to manage assets
- Some devices require significant time to update in the asset list
SysAid A helpdesk software worth using.
- Seamless Integration with the Zonka Feedback platform.
- A user-friendly interface that requires little or no supervision.
- Ability to customize to meet company needs.
- The helpdesk needs to reduce its time to resolve issues.
- Implementation with other software should be easy to understand.
- Cost should be reviewed further to enable us to implement more features.
Great product with strong ROI.
- Asset management.
- Ticketing
- Change management.
- Reporting
- Agent service crashes.
- Monitoring
SysAid is a Great Tool for our Helpdesk.
- MS Team Chat bot
- Knowledge Base
- Customization
- Remote Control.
- Sometimes slowness on saving tickets.
So Many Options, So Little Time
- Inventory Management
- Service Desk and Incident Management
- Customization
- User Interface
- Sluggish Cloud Performance
- Overwhelming Number of Customizations
Incident Management: SysAid excels in handling incident management. When a user reports a technical issue or service disruption, SysAid efficiently captures, tracks, and resolves incidents, ensuring a streamlined process for issue resolution.
Service Request Automation: SysAid is well-suited for scenarios where service requests, such as software installations or hardware upgrades, require automation. The platform's customizable workflows and automation capabilities help expedite and standardize these processes.
Asset Management: SysAid is beneficial for organizations requiring a robust asset management system. It effectively tracks and manages IT assets, providing insights into their lifecycle, maintenance and facilitating better resource allocation.
Less Appropriate Scenarios:
Highly Specialized Workflows: In cases where organizations have highly specialized or unique workflows that deviate significantly from standard IT service management processes, SysAid's flexibility might be limiting.
Resource-Intensive Implementations: An organization needs more resources for a comprehensive implementation and ongoing management of SysAid to be the most appropriate choice. The platform's effectiveness relies on proper configuration and maintenance.
Limited Customization Needs: SysAid's extensive features might be overkill for organizations with straightforward IT service management needs and minimal customization requirements. A simpler and more lightweight solution might be more appropriate in such cases.
Great tool which does everything we need it to.
- The MS Teams chat bot is great. This is the easiest and most effective way for users to raise tickets.
- SysAid is very customisable. We can change most things to suit our needs.
- The web tool is fast and slick. Our previous tool was slow and clunky so this is a great improvement.
- There are still a few bugs which are being worked on.
- There are a few changes which could allow administration quicker and easier. For example when adding a routing rule you have to move them up manually 1 at a time.
Sysaid, nice IT Management software!
- Asset management.
- Ticketing
- Workflow
- Management of incidents and problems.
- Model ITIL.
- Patch management.
- Linux machines agent.
With cloud hosted SysAid, they handle the Upgrade ~
- Service requests and escalations
- Cloud-based, dependable platform for initiating and tracking service cases.
- Affordable and reliable system that out-performs many traditional helpdesk platforms.
- Our organization attempted to implement the change management features but were unsuccessful in accomplishing this. We will attempt again in the future.
- Some service cases remain unassigned after a long period, which may be a configuration issue on our end.
RMD Review of Sysaid
- Ticketing
- Incidents
- Asset Management
- Reporting
- Upgrading the UI for the onpremises version
- Missing customization options that can be imported by others rather than sysaid having to create them
- Remote desktop is horrible