Flexible Tool Ticking A Lot Of Boxes
I am a developer / devops engineer and use SysAid to manage changes and support requests. We are now integrating it into azure devops with …
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.
Recent Reviews
How SysAid Differs From Its Competitors
Awards
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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)8.383%
Reviewer Pros & Cons
Video Reviews
2 videos
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
Pricing
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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
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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…
Product Demos
SysAid Interactive Product Tour
www.sysaid.com
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
SysAid Video
SysAid's AI-powered IT Service Management platform
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 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
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 10% |
| Mid-Size Companies (51-500 employees) | 60% |
| Enterprises (more than 500 employees) | 30% |
Comparisons
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Reviews and Ratings
(214)Attribute Ratings
- 9.1Likelihood to Renew
- 9.1Availability
- 9.1Performance
- 8.8Usability
- 9.1Support Rating
- 9.1Online Training
- 9.1In-Person Training
- 8.3Implementation Rating
- 9.1Configurability
- 8.9Product Scalability
- 5.1Ease of integration
- 9.1Vendor pre-sale
- 9.1Vendor post-sale
- 8.8Professional Services
- 8.5Contract Terms and Pricing Model
- 7.9SysAid Time-To-Value
Reviews
(1-25 of 156)Companies can't remove reviews or game the system. Here's why
March 30, 2024
Flexible Tool Ticking A Lot Of Boxes
Score 7 out of 10
Vetted Review
Verified User
- 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
March 01, 2024
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.
January 02, 2024
Moving to SysAid was a step in the right direction.
Score 9 out of 10
Vetted Review
Verified User
- 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
December 19, 2023
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
December 08, 2023
An Analysis's view on SysAid
- Dashboarding
- Categorizing
- Tracking
- End User interface
December 07, 2023
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
December 06, 2023
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
December 05, 2023
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
November 30, 2023
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.
November 29, 2023
SysAid Review
- Helpdesk
- Asset Management
- Remote Support
- Dashboard
- Technical Support
- Admin Settings
November 29, 2023
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
November 29, 2023
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.
November 29, 2023
SysAid - Value for Money with great support and service.
- Help Desk.
- ITIL Functions.
- Asset Management.
- Workflow
- Native Whatsup integration.
November 28, 2023
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.
November 28, 2023
SysAid Review
- 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
November 28, 2023
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
November 25, 2023
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
November 23, 2023
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.
November 23, 2023
Great product with strong ROI.
- Asset management.
- Ticketing
- Change management.
- Reporting
- Agent service crashes.
- Monitoring
November 23, 2023
SysAid is a Great Tool for our Helpdesk.
- MS Team Chat bot
- Knowledge Base
- Customization
- Remote Control.
- Sometimes slowness on saving tickets.
November 14, 2023
So Many Options, So Little Time
- Inventory Management
- Service Desk and Incident Management
- Customization
- User Interface
- Sluggish Cloud Performance
- Overwhelming Number of Customizations
October 17, 2023
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.
September 18, 2023
Sysaid, nice IT Management software!
- Asset management.
- Ticketing
- Workflow
- Management of incidents and problems.
- Model ITIL.
- Patch management.
- Linux machines agent.
August 30, 2023
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.
July 10, 2023
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