Skip to main content
TrustRadius
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.

Read more
Recent Reviews

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 …
Continue reading

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 …
Continue reading

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 …
Continue reading
Read all reviews

How SysAid Differs From Its Competitors

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
Continue reading

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 …
Continue reading

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 …
Continue reading

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 …
Continue reading

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 …
Continue reading

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 …
Continue reading

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 …
Continue reading

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 …
Continue reading

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.
Continue reading

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 …
Continue reading

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 …
Continue reading

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 …
Continue reading

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.
Continue reading

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 …
Continue reading

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 …
Continue reading

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.
Continue reading

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.
Continue reading

Automated Workflow

Information Technology has created various help guides and documents that assist our employees when implementing tickets. Microsoft Teams integration has created a common, known platform where end users are able to submit new requests or follow up on existing cases in an easy-to-follow workflow. …
Continue reading

Automated Workflow

Automation has been something we have not used due to its complexity and few staff who would use it. Since we are a smaller company its been in our best interest to dedicate teams to review items rather than automate the process due to workflow restricitions and audit purposes. RMD however will …
Continue reading

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
  • Self-service tools (148)
    8.7
    87%
  • ITSM reports and dashboards (132)
    8.7
    87%
  • Organize and prioritize service tickets (154)
    8.7
    87%
  • Asset management dashboard (132)
    8.4
    84%

Reviewer Pros & Cons

View all pros & cons
Verified User
Engineer in Information Technology
Security & Investigations Company, 501-1000 employees
Verified User
Administrative Assistant in Professional Services
Consumer Services Company, 11-50 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
Return to navigation

Pricing

View all pricing
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…

Return to navigation

Product Demos

SysAid Interactive Product Tour

www.sysaid.com
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.4
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.2
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.4
Avg 8.4
Return to navigation

Product Details

What is SysAid?

SysAid is presented as a comprehensive, next-generation platform, enabling organizations to elevate service delivery. Infused with generative AI seamlessly integrated into every facet of service management, SysAid presents an all-encompassing solution. Its interface and fully conversational user experience are designed to bring a paradigm shift in operations. By empowering IT admins and Service Management leaders to pioneer productivity, SysAid aims to liberate employees to focus on their core roles.

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

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 Service-level management highest, with a score of 8.8.

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%
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(215)

Attribute Ratings

Reviews

(1-16 of 16)
Companies can't remove reviews or game the system. Here's why
May 19, 2022

SysAid, a great helpdesk software

AC
Andry Campos
Soporte Técnico
Asociación La Nacional de A y P (Financial Services, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
10
Because Sysaid is a software that help in the support to the business and the organization has been improved the productivity, reduced the time responses and has a lot of possibilities for to build reports and to make decisions for the future bases in the Sysaid information and estadistic provided.
March 03, 2022

SysAid--The ITSM Tool Worth Your Investment

Tau Garo | TrustRadius Reviewer
Tau Garo
CTO (Chief Technical Officer)
Brian Bell & Company Ltd (Retail, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
10
Because it is the only tool that my IT team uses as a repository for capturing all ICT service and incident requests from the business. The tool enables me to report on the activities of the team and types of services and incidents that my attends to on a daily, weekly and monthly basis.
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
Likelihood to Renew
10
Having personally used SysAid for the past 10 years or so, when it was still in its infancy, the trajectory of its improvement and the pricing, there is no doubt that it will be soon an overall market leader, because whilst there other services with options that SysAid doesn't have or haven't mastered, they come at [an] eye-watering price, and in my comparison, for up to 300% more.
December 26, 2021

User support on site and remotely

Masmi Mohamad | TrustRadius Reviewer
Masmi Mohamad
IT Executive
Maestro Swiss Management Services Sdn Bhd (Food & Beverages, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
10
We are SysAid users since 2008 and we will continue to use SysAid years to come. We use SysAid for Asset Management and SysAid and we intend to keep it this way and there is no intention that we will replace SysAid with another system. SysAid has been reliable to use and has helped us with our day to day jobs
December 16, 2020

Helper at all times

MB
MIGUEL BERRIOS
Technical Support Engineer
Zona Franca Coyol (Construction, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
10
It is a product that has come to meet the expectations we had and exceeds them. It is very versatile, it has been a great help to us. We are very happy, we have been able to measure the attention, response times and satisfaction of the end-users.
Return to navigation