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SysAid

SysAid

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.

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Recent Reviews

SysAid Review.

5 out of 10
May 30, 2024
Incentivized
Sysaid is used to track IT help desk tickets. We track open, resolved, closed, and time to resolve tickets. We also use it for our …
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Handy Helpdesk Tool

8 out of 10
December 05, 2023
Incentivized
We use this tool to keep track of our assets and technical information linked with those assets, a means to remote onto our users to …
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Review about SysAid

10 out of 10
November 30, 2023
Incentivized
We provide incident management and asset management mainly. We help to implement SysAid for our customers. And handle their issues in the …
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SysAid Review

8 out of 10
November 29, 2023
Incentivized
We use SysAid mainly for the helpdesk functionality, and the asset management functionality. We swapped from Spiceworks cloud helpdesk as …
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How SysAid Differs From Its Competitors

Automated Workflow

In my opinion, this type of assistance. For the user base, SysAid is complicated and hard to locate information. Just logging a ticket is extremely difficult. For the most part, our user base stays out of SysAid and uses email to start a ticket, as it is easier to do.
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Automated Workflow

SysAid's Automate Joe has helped take some of the workload off our staff. We love the self service portal and need to beef up our KB to allow staff to resolve more issues on their own.
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Automated Workflow

We do not use self service enough, we have used it for simple processes like account resets etc but we could build workflow for a lot more
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Automated Workflow

The team's service time was significantly reduced, feeding the knowledge base with the company's data documents significantly reduced the number of calls because when trying to open the ticket, the user receives a pop-up if they type one of the keywords with instructions for them even to solve …
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Automated Workflow

Sadly we have not invested enough time into setting up and adding to our KB to support end users solving tickets themselves. Even with the few articles we have, our end users still contact directly. I do see the value of having the ability and we still have plans to utilize that more. As for …
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Automated Workflow

The SysAid Self Service portal has enabled us to target end user requests with our existing knowledge base. As users type keywords a series of KB articles are suggested to them, we can also see how many times these articles have been viewed which is extremely valuable to us when assessing our …
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Automated Workflow

The teams bot is useful as another means for users to log calls, they select the relevant categories so we know what they need help with as sometimes with email there is no subject heading. We do look forward to when Teambot can also link to the knowledgebase to suggest articles that the end user …
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Automated Workflow

Automation saved a lot of time. We do not need to look into everything manually and check those issues because of automation. It is very helpful in managing the workload of the team members. Workflow tools are very advanced so the tasks can be completed quickly and efficiently. These features …
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Automated Workflow

SysAid's self-service portal doesn't actually work on our end due to the need for extra functionality. It's only available in packages that cost more which is a major downside. I believe it should exist within the basic packages. It hasn't majorly affected our workload as we didn't have a …
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Automated Workflow

The status of the ticket is conveyed to the requester. It is helpful in conveying the current stage of the ticket. The requester will also be well aware of the current status of the ticket. Like whether the ticket has been take up by the process manager or it is in progress. They can also easily …
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Automated Workflow

It has allowed technicians to avoid numerous phone calls by receiving tickets through the system. They can resolve issues simply through emails and remote assistance than having to spend hours on a phone call.
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Automated Workflow

We just started implementing Automation and self-services, it has already reduced the number of tickets by 15%, and we can see this growing every month. Team integration is a great addition to the product to assist with quicker resolution times and higher client satisfaction as everybody these …
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Automated Workflow

We use the portal for the users to access so they can self enter ticket's, but we have not entered a lot of information yet for users to assist themself since many of our employees do not have laptops or desktops so most ticket are entered by email. But the info on the portal had worked for the …
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Automated Workflow

The routing of the ticket works very well. It has reduced the number of tickets each admin receives. It is a shame the routing rules are not used in teams integration as well. We have standardized the most common processes which helps reducing the time to resolve a ticket. The workflows work fine …
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Automated Workflow

SysAid's automation has been great, some things can slip through filters or into the wrong queue occasionally but it is incredibly infrequent and likely due to personal configurations. SysAid manages tickets which saves me a lot of time managing queues and allows me to help more people in a day.
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Automated Workflow

Using the self service portal, we have been able to implement workflows to allow our internal control stall to directly resolve tickets of other staff without having to necessarily be administrators, this has significantly reduced the cost to purchase licenses for our over 100 ICs. Implementing …
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Automated Workflow

We have only begun to scratch the surface of using the Workflow in SysAid. But the few we have created are working wonderfully. We are no longer awaiting returned emails for approvals; SysAid takes care of reminding the approver if they have not been approved or rejected within a certain time …
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Automated Workflow

Unfortunately, we have yet to implement the self-serve portals or automatic processes. We are currently migrating to M365. Once that is complete, we will integrate M365 with SysAid's portals and automated processes.
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Automated Workflow

Sysaid enabled us to build a ticket management model that suited our needs. SysAid provides the ability to create workflows to handle incidents, problems, and customer requests accurately and according to our paths and needs. It is a very flexible software.
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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

View all 13 features
  • ITSM reports and dashboards (134)
    8.7
    87%
  • Organize and prioritize service tickets (155)
    8.7
    87%
  • Self-service tools (150)
    8.6
    86%
  • Asset management dashboard (133)
    8.4
    84%

Reviewer Pros & Cons

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Verified User
Technician in Information Technology
Dairy Company, 1001-5000 employees
Verified User
Manager in Information Technology
Oil & Energy Company, 5001-10,000 employees

Video Reviews

2 videos

View Playlist
SysAid Review: An Integral Tool During The Change of Management Process
02:51
SysAid Review: Performs As A Basic Help Desk Response Tool
02:26
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Pricing

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SysAid

SysAid

N/A
Unavailable

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
For the latest information on pricing, visithttps://www.sysaid.com/plans?utm_source…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

61 people also want pricing

Alternatives Pricing

Freshservice

Freshservice

$19
Per Month Per User
What is Freshservice?

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.

Spiceworks Help Desk

Spiceworks Help Desk

N/A
Unavailable
What is Spiceworks Help Desk?

Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and…

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Product Demos

SysAid Interactive Product Tour

www.sysaid.com
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.3
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.1
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.3
Avg 8.4
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Product Details

What is SysAid?

Te SysAid platform enables organizations to elevate service delivery. Infused with generative AI integrated into every facet of service management, SysAid's interface and fully conversational user experience are designed to bring a paradigm shift in operations. SysAid empowers IT admins and Service Management leaders to improve productivity.

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

Screenshot of IT Ticketing DashboardScreenshot of AI ChatbotScreenshot of Ticket JourneyScreenshot of Workflow DesignerScreenshot of Monitor & Fine TuningScreenshot of AI Case SummarizationScreenshot of AI AuthorScreenshot of Al Intelligent CategorizationScreenshot of Ai Emailbot

SysAid Video

SysAid's AI-powered IT Service Management platform

SysAid Integrations

SysAid Competitors

SysAid Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesGlobal
Supported LanguagesEnglish, Spanish, French, German, Italian, Japanese, Portuguese, Russian, Hebrew, Chinese (Simplified),
Security
whistic readyRead SysAid Technologies's Security Report on Whistic Security Network™

Frequently Asked Questions

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.

Freshservice, Cherwell Service Management, and ServiceNow IT Service Management are common alternatives for SysAid.

Reviewers rate Organize and prioritize service tickets and ITSM reports and dashboards and Service-level management highest, with a score of 8.7.

The most common users of SysAid are from Mid-sized Companies (51-1,000 employees).

SysAid Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)10%
Mid-Size Companies (51-500 employees)60%
Enterprises (more than 500 employees)30%
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Comparisons

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Reviews and Ratings

(219)

Attribute Ratings

Reviews

(1-15 of 15)
Companies can't remove reviews or game the system. Here's why
January 11, 2022

Hindsight of SysAid

Shamin Muthukumarama | TrustRadius Reviewer
Shamin Muthukumarama
Application Support Consultant
Brandix (Apparel & Fashion, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Future Planned Uses
  • Bi solutions - Individual Dashboard for SLA achievement, ticket reduction% of service providers
  • Bi- Solution - Central dashboard for the overall SLA achievement and ticket reduction, Issue Vs services, of entire ICT servers
  • One ticket initiative - One ticket with multiples assignees with multiple SLAs
  • A notification to the assigned person on remaining hours of opened tickets as per the SLA (Based on urgency)
January 03, 2022

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

CM
Corus Mabulwana
Senior Service Desk Technician
University of Limpopo (Higher Education, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Future Planned Uses
  • To use the service as an Enterprise Management System rather than just IT
  • Automation, including onboarding for Human Resource
  • Student Portal, where the Self Service Portal for students, will include all the services both IT and other departments offers, which will obviously include links to specific cloud services so they don't have [to] memorize many URLs
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