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.
SysAid Review.
I would recommend SysAid
Good product and happy with SyAaid
Flexible Tool Ticking A Lot Of Boxes
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
How SysAid Differs From Its Competitors
Automated Workflow
Automated Workflow
Automated Workflow
Automated Workflow
Because of how static the workflow, creating all these different ones takes alot of time.
Automated Workflow
Automated Workflow
Automated Workflow
Automated Workflow
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
- Organize and prioritize service tickets (155)8.787%
- ITSM reports and dashboards (134)8.787%
- Self-service tools (150)8.686%
- Asset management dashboard (133)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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61 people also want pricing
Alternatives Pricing
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What is Atera?
Atera has harnessed AI to power their Remote Monitoring and Management (RMM), Helpdesk, Ticketing, and automations platform—streamlining organizational IT management at scale with the proprietary Action AI™ solution. Atera's IT Copilot augments existing tech capabilities with AI auto script…
Product Demos
SysAid Interactive Product Tour
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.7Organize and prioritize service tickets(155) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.9Expert directory(125) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.8Service restoration(108) Ratings
Impact assessment and automated fixes for common problems
- 8.6Self-service tools(150) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 7.6Subscription-based notifications(112) Ratings
Users subscribe to notifications for ticket updates
- 8.6ITSM collaboration and documentation(125) 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(134) 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
- 8Configuration mangement(127) Ratings
Database for tracking and reporting all business assets
- 8.4Asset management dashboard(133) Ratings
Dashboard showing organization's software portfolio
- 7.9Policy and contract enforcement(90) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 8.6Change requests repository(115) Ratings
Single repository of all planned changes and releases
- 7.6Change calendar(95) Ratings
Calendar showing change schedule to stakeholders
- 8.7Service-level management(118) 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 – Generative AI enabling admins to deliver faster and more accurate service.
- Supported: Al Author - Rephrases replies, expand on answers, and break down information into simple steps.
- Supported: AI Chatbot - For always-on, 24/7 service, a conversational self-service experience.
- Supported: Al Case Summarization – Provides a real-time summarization of the ticket content and employee emotion (AI Emotion).
- Supported: AI Emotion – Understands employee sentiment about the service request before the ticket is resolved.
- Supported: Al insights – Insights into team performance through auto-generated periodic reports.
- Supported: Al Intelligent Categorization - Automatically categorizes and routes tickets to the right people.
- Supported: Bulk Action - enables simultaneous actions on multiple tickets, and performing actions in a batch.
- Supported: Inline Editing - allows users to make quick edits directly from the queue view.
- Supported: Monitoring & Fine Tuning - gives the admin control over the quality of answers that the AI Chatbot provides.
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
- Okta
- 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
- 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
(220)Attribute Ratings
- 9.1Likelihood to Renew15 ratings
- 9.1Availability4 ratings
- 9.1Performance4 ratings
- 8.8Usability42 ratings
- 9Support Rating52 ratings
- 9.1Online Training2 ratings
- 9.1In-Person Training2 ratings
- 8.6Implementation Rating9 ratings
- 9.1Configurability2 ratings
- 8.9Product Scalability4 ratings
- 5.2Ease 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-Value68 ratings
Reviews
(1-23 of 23)Good product and happy with SyAaid
- Workflow
- Change request
- Problem management
- Incidents management
- Request management
- Release management
- Asset management
- CMDB
- Scanning asset tags
- Mobile app improvement made
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
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.
Great product and excellent service.
- The incident and problem management features in SysAid
- SysAid is a great place to integrate ticket creation for multiple departments
- Workflow, customization, and user friendly to Admin and also end-users
- Advanced features are required, and they are currently working on them
- The cost of the product increases with the hiring of more application administrators
- Some fields do not auto-populate such as time
SysAid, a great helpdesk software
- Managing of SLA
- Assets management
- Remote control
- Password assistance
- The templates configuration with the drag and drop option would be exceptional.
- To can manage the categories view for group in the permission option.
- More spanish support.
SysAider's Review
- Automatically sorts, routes, and assigns tickets to the right admin or desk.
- Automate workflow design.
- Access WMI.
- Integrates with AD or LADAP.
- Include PDF and Doc previewers in the helpdesk.
Must have IT support solution for growing business.
- Excellent knowledge-base system that allow users to solve problems by themselves.
- Asset management and remote control solution.
- Can be implemented on premise or in the cloud.
- Offers mobile apps, API, and integration with Slack.
- The user interface is not modern, pretty old fashioned.
- The system can be more faster harnessing the 5G technology.
- The system can be improved more to adapt new type of assets and services.
Need an IT Service Management System that can address all your ITSM needs without digging a huge hone in your pocket? SysAid ITSM is for you
- Incidents management
- Password self service using OTP
- Problem management
- Change management
- The ability to do backups from within the system
- Ability to add more widgets on the Dashboard instead of the current limitation of 6 per Dashboard
- Simplified integration of cloud services like Office 365 and Google Workspace
- Mobile app for both iOS and Android
SysAid makes it all better
- Customer support is always readily available and supportive in addition to account managers who work with side by side with us to get the best out of the application.
- Always improving, allows me to customize the app to meet my needs and simplify and automate some processes freeing up valuable time for better resource management.
- Application integration, SysAid is able to be integrated with other applications, SysAid itself has many functions like remote access, chat, asset management, automation.
- create workflows allows us to automate manual processes within the organization
- Only suggestion is a better method for training, although they have professional hours for one-on-one guidance and a help tutorial, I believe there should be an online or even pre-recorded options for companies to enroll their staff. In my situation I am the only administrator which makes it difficult to get training since it's more feasible to train a group of persons.
- flexibility of the reports to allow complex formulae from excel
SysAid--the best of the best in ITSM!
- SysAid ticket management is completely customizable to fit our business needs.
- Asset management gives complete visibility into assets across the organization and reporting.
- The self-service portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the queue.
- Active directory integration is fantastic.
- Customer support is excellent.
- The onboarding process is amazing and leaves no stone unturned.
- The integrated remote control piece works but we miss some features of a more robust product.
- There are tons of customizations that can be made but sometimes navigation is difficult to find a setting--but the help feature is excellent.
User support on site and remotely
- Enable user to report any IT-related cases to IT team.
- SysAid also provides reports on asset management
- With SysAid we can monitor our servers to ensure that they are running smoothly
- We are unable to integrate SysAid with our ERP system
- SysAid does not work very well with Linux server. The agents are manually installed and data is not real time.
- We find that sometimes SNMP works and SNMP does not work with SysAid
Sysaid Review
- Asset Management.
- Self Service Portal.
- Workflows.
- Free reporting.
- AI/Chatbot.
Great product.
- User interface is simple and easy.
- Categorization is customizable and flexible.
- Asset scanning very accurate.
- The agent deployment through GPO can be challenging. Unfortunately, they're retiring the simple "download windows agent".
- The app for teams is very new, it needs a lot of improvements.
- Email rules, could evolve to the usage of tags to automatically assign and categorize.
- Browser extensions.
SysAid Help Desk Makes IT Management Fun
- Creation of tickets from various sources - desktop icon, function key, email, voicemail
- Maintains company assets - location, purchase date, expiration of warranty, etc.
- Catalogs hardware and software installed on each asset
- Notifies the end-user of new Notes added and changes in ticket status
- Reporting is above average, but it is always on my list of needed improvements.
- [I would appreciate] query building for those special conditions that every company comes across.
- [I would also appreciate] integration with Teams (in beta now) and DevOps (through third party).
Why SysAid?
- Accuracy of reports
- Scheduling
- accessibility
- required fields should stop you from moving on to another page within SysAid
- doesn't support entering time on mobile apps.
SysAid Review
- Notifications
- Classification
- Time
- Time on Mobile app
- Customer portal charts
- Inventory Tracking. SNMP, agent, agentless, manual import, schedules. It is a multifaceted tool for bringing devices into one location for inventory.
- Help Desk ticket category routing. Great for filtering specific requests to specific IT staff.
- LDAP sync. This is great for user account creation on a schedule and login.
- Login History. We use this almost daily to click on a user and find out where they have logged in. Helps when trying to determine the PC they are currently using or having issues with.
- More frequent updates. I feel like more on premise updates and new features could be improved.
- A better mobile experience. There is an iOS app, but Android is webapp focused.
- An improved project tool for templates.
It is also very helpful to go back on previous closed tickets for reference. I also utilize the email integration to send system notification messages to SysAid for outages or project communication from external tools.
Great product
- Issue tracking
- Asset managment
- End user portal
- Form management
- Phone app for uses working around the office
Looking for the best ticketing system? Look at SysAid.
- Entering tickets
- Searching tickets
- Requiring fields for needed info
- Assigning tickets to different admin groups
- Difficult when needing to add more the one admin to a ticket
- Needs an audit log search
Great Asset Management and Ticketing
- Consistency.
- Customer service.
- Development.
- Mobile app with all the same capabilities as the GUI.
- Consistency in account managers.
- Webinars are lacking in content and release date info.
The agent deployment is a little weak. The RDS service is constantly getting stuck at the remote sites.
I would suggest SysAid spend more one on one time with customers to address the issues on an individual basis.
Everything should not be a paid enhancement request.
- Customization.
- Easy to deploy.
- Personalization of the interfaces.
- Look and feel of some sections.
- Dashboard customization.
- Translation of the entire interface.