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…
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- 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…
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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
(26-50 of 156)Companies can't remove reviews or game the system. Here's why
March 15, 2023
Automated helpdesk - SysAid
SysAid benefits the synergy between the customer and our company. Putting at hand a direct communication just a click away, generating in customers a good perception of the service provided and increasing our credibility as an IT service provider company.
- Automatic reception of support cases
- Efficient integration with the company's internal processes
- 100% availability with cloud services
- Initial parameterization
- Implementation
SysAid come to improve our quality of IT service. We had a help desk with many manual customer service processes and we don't have a tool that would allow us to organize ourselves and provide excellent service. Since it was installed our service has improved substantially and user satisfaction has also improved.
- Easy customization
- Large variety of reports
- ITSM support
- Easy user post incident and requirements
- CMDB
- Work Flow
- Admin portal
February 24, 2023
If you have SysAid, what concern do you have regarding IT?
We use the system to document user tickets through the user portal, we control assets with asset management, we document incidents and subsequent problems, we apply change control with the change management module, we measure response time and quality for our KPIs. We know the system and it has allowed us to extend its capabilities to other areas outside of IT, such as merchandising.
- ticket response speed
- quality of service with the user
- auto escalation rules
- production change controls
- auto escalation rules
- mail rules
- automated process flows
- end user portal with its templates
December 06, 2022
Sys-Aid Review
We use SysAid in IT and within facilities. We use it for ticket management as well as change management, asset inventory and reporting. This product has helped us manage our assets, know the software installed on systems, and the version of that software. It allows us to review it and be sure everyone is current. Our Change Management process is now automated with approvals. Each different Change type may have different approvers and once the sub-category is selected the correct template is used and emails go out to the approvers. It has helped us automate the approval process.
- Help Desk
- Change Management
- Asset inventory
- Support
- building reports
- help with building workflows
December 02, 2022
Clunky Budget Software Balloons into Premium Priced Package
We purchased SysAid to manage our help desk tickets, to track our assets, and to create a functional knowledge base for our IT staff to spread collective knowledge and secure knowledge in the event of staff turnover. For now it is used exclusively within our IT department, which includes 5 admins for the system.
- Email integration. End-users can interact with the ticketing system exclusively through email, and admins can message exclusively within a ticket. All communications are linked directly to user accounts including SysAid admin accounts.
- Ticket management is very customizable. You can add categories, statuses, action and communication automation, ticket sorting, and much more.
- knowledge base links directly to tickets, so repeat issues are easy to solve.
- The UI feels like they are partway through applying a new, modern design. Different pages have different designs and styles. There are three or four different designs used throughout the product. The various menu layouts and navigation conventions make the site difficult to navigate and become accustomed to.
- In my opinion, the KB editor is terrible and makes our articles look like blog posts from 2001. They also require links to add an image instead of direct uploads; no screenshots unless you have dedicated web storage for images. Even with dedicated storage, uploading to a separate location and then linking to that location is so cumbersome that our helpdesk techs never do it anyway.
- In my experience, the asset feature is so bad that we don't use it and opted for another asset management solution. The scan pulls up very little on all of our IP ranges, and installing the SysAid Agent didn't change that. Also, installing the Agent on our devices is time-consuming even with GroupPolicy and doesn't always work.
- Each way we have turned with SysAid, a fee or upsale has been lurking. Our budget ticketing tool quickly ballooned into a full-price system. Wish we had just gone for a premium service from another vendor in the first place.
We use Sysaid in our organization to track, measure and provide support to our end-users on IT Business Processes within our organization. We were looking for something that had omnichannel communication and allowed us to access it anywhere. Being able to add automation and being cost effective was a plus. The user community was also something that was nice to see.
- SLA Management of an end-user ticket
- Ease of use
- Asset Management
- Customized Email capability (Being able to send and receive from Company email)
- Better Remote Desktop Support features
- More Asset categories that are no licensed (Monitors, Keyboards, etc...)
November 03, 2022
SysAid review
I administer and support our users. We also use the service portal. Our problems range from resetting passwords, install programs, install hardware such as printers, mfp, scanners and so on. We use SysAid to track service requests and measure time used from problem begin to problem solution. We are in the middle of the implementation of the Self-service portal, that will take some of the burden off out technitians.
- Tracking
- Messaging of ticket changes
- Ease of use
- Quick to learn
- Web page rendering
November 02, 2022
My SysAid Review
We use SysAid for our ITSM and Asset Inventory. SysAid address our business case of logging incident and tracking to resolution.
Change management team has been able to address audit issue of ability to track changes per ITIL standard. Asset Inventory and CMDB has also be marked out of audit.
Change management team has been able to address audit issue of ability to track changes per ITIL standard. Asset Inventory and CMDB has also be marked out of audit.
- Incidence Management
- Problem Management
- Request management
- Customize Reports
- Asset Inventory
- CMDB Relationship mapping
- Software License Management
November 02, 2022
Easy to use setup Service Manegment tool
Sysaid is mainly used to formalize our IT Service Management processes. Before sysaid there was no formal process and no insight in our outstanding incidents. We decided to use sysaid as it was very easy to implement but also had some options for customisation. As a plus they have a very responsive servicedesk themselves.
- easy to install \ configure
- easy to use for admins and end users
- most of the configuration is already done
- Many outdated manuals
- Support website
- Better info on add on products especially for onprem installs
We utilize SysAid as our IT Service Desk ticketing tool to help support our business colleagues. All incidents and requests are entered by the business into the application.
- ITSM Ticketing Application.
- Asset Management.
- Password Reset.
- We are finding it difficult to create certain reports that we would like to develop.
September 08, 2022
Honest Opinion of SysAid
We use SysAid to resolve internal and external IT technical queries. We also use the software for development tracking and software changes. It is also sometimes used for change control procedures. This system has a lot of functionality that we still didn't even touch. We are currently looking at integrating it with our SCCM system.
- Asset Management.
- Automation rules on incidents.
- Can fit into any company with customization.
- Make templates more user friendly to customize.
- Make documentation easily accessible.
August 30, 2022
Handy ITSM tool
Score 10 out of 10
Vetted Review
Verified User
SysAid is used as a Help Desk tool, but also as asset management. We
implemented the HelpDesk to enable our users to raise tickets properly
with a trackable tool. With SysAid, we sorted the lack of records we had
and now all users are following the system in order to get something
done.
- Requests workflow
- Asset management
- Incident and requests platform
- [I would like it if the] Due Date [could] recalculate if a ticket has been stopped (awaiting user).
- [The] dashboard could have more options when creating a new graphic.
- [The] end user portal [could offer] the ability to customize more info, like font and adding more images.
August 28, 2022
Some thoughts on SysAid
I work for a non-profit Healthcare facility with 5 locations. We offer Medical, Dental, Behavioral Health, and Optometry services and we use SysAid for internal IT ticketing needs. The IT staff access SysAid tickets to help our internal end users with any number of IT-related/systems-related issues they might face. We also use the program for inventory tracking of hardware and for adding to the company-wide Knowledge Base. SysAid allows us to effectively triage and manage IT caseloads. It gives us the ability to work with end users in a professional manner and to track all data related to any given issue. It offers a lot more than we actually tap into but we are expanding what we use as we go along...from more informative end-user Self Service portals to more automated Domain password reset capabilities. It is a complete page in terms of Help Desk ticketing systems and it has been a great fit for us. It is also HIPAA compliant and that is a must for us.
- Ease of use for end users creating tickets from their own Self-Service Portal (which is tied into Windows Active Directory so no login is needed).
- Ease of use and management of tickets by the IT staff.
- Flexibility. We currently have IT teams associated with a single program, a single department, and all other IT items. SysAid allows us to easily manage this, add to it, change it, etc.
- Support - SysAid support has remained consistently great throughout the years that we have had the product. That is a fairly rare thing for hosted solutions these days.
- Expandability. We have a lot more that we can still do with the product and are working on expanding what it can do as we move forward in time. There is a lot to this product overall.
- There are still issues with how well the cloud version of SysAid performs. It can be slow at times. It can be offline every so often (very rarely).
- There is a lot to learn with this solution so reaching out to their Support is crucial.
- Cost. This is not the cheapest solution and cost is not an issue for us, but it might be for some companies. I think it is very reasonably priced and you get what you pay for.
August 04, 2022
Sysaid Bang for the Buck.
We use SysAid in our organization to track instances of problematic issues within our IT infrastructure. Some business problem we have addressed with this product is our ability to track issues and make sure that they are resolved in a timely manner. We are using this product to make it easier for us to manage issues as they present themselves within our IT infrastructure.
- Customizable
- Ease of use.
- Trackable
- Scalable
- Sustainable
- LDAP integration.
- More assistance on initial integration.
- More assistance customizing.
July 27, 2022
SysAid is a good application to use.
SysAid is used for incident reporting and request submissions by the end users. Also used to configure/create templates to make the end-user experience positive.
- Reporting.
- Customization.
- Support from Sysaid Customer Service.
- Ease of use for end user.
- Workflows are more easily customizable.
- Allowing for more customization.
- Interactive UI.
- Enhance reporting function.
June 14, 2022
SysAid for the Aid of the Overworked SysAdmin
Score 10 out of 10
Vetted Review
Verified User
SysAid helps solve multiple problem areas. First and foremost was the ability to track user issues, and keep IT accountability. There was a very simple ticket-keeping system before, just a level above Excel. Now we can keep track of the tickets, how long they have been open, and [add the] user's response to the tickets. For IT accountability we can see how many tickets each technician has, and the [life] of the ticket, how long it's open, etc. Second, we didn't have an ITAM, and SysAid helped with that. The ITAM portion has helped us identify all of our assets, location, and users. Also, we have the patch management system, which has helped save time in automating this portion of system administration.
- SysAid does a good job with its ticketing for us
- SysAid works well with our AD environment
- SysAid reports have proven very helpful
- Asset Management and discovery
- Help documentation
- Sample setups or templates
June 03, 2022
My experience using and implementing SysAid
We use it to organize, manage and track help desk cases. As well as manage the inventory and generate different reports. Allows you to have multiple administrators who manage help desk cases and help users with their problems. The platform is used across the entity and end-users have feedback on the handling of their case. We have had no commercial problems.
- Visibility of all support cases that we are asked to attend, making sure we do not lose those cases.
- End user protal customization
- Management and analysis of reports
- IT inventory management
- Satisfaction surveys should be improved
- They should improve the usability of the knowledge base
June 02, 2022
Great ticketing system for the banking industry
We use SysAid to manage end-users and administrators for multiple departments inside the bank, we solve IT inquiries and incidents and make escalations accordingly. We also use the self-service for windows so end users can unlock and manage passwords by themselves, at the moment we are using SysAid for more than IT solutions, like the legal dept, operations, managing all the PC of the business, and attending clients with their credit card with the workflow this application gives us.
- Ease of use.
- Workflow
- Reports
- Self service plugin on windows.
- Intuitive dashboard.
- Process to upload data on the knowledge database.
- The chat.
- Some reports are difficult to edit.
May 30, 2022
Simple and Agile
Using SysAid saved us hours of searching for solutions. We can always look back and search for previous tickets to find the same problem we might experience again. It is also very useful to apply and use the filters or to sort the tickets. While the software was a little tricky to set up, the support is amazing. We had a specialist during the onboarding process that helped us with ANY issues.
- This software is very easy to use and streamlines our support desk
- Can be customizable and most important automated.
- Easy to set up, use and user friendly.
- Saved us time and money and let us focus on other tasks with higher priority.
- The integration was easy as we were working through email which allowed us to be more organized and keep track of our workload
- easy to implement and manage, in the years that we have used it, the technical support required to apply changes have been minimal.
May 30, 2022
Great product and excellent service.
Best user-friendly software!! The overall design can easily be changed as business changes happen. That everything is customizable and automated. No need for more manual work on repetitive tasks and can focus on tasks with higher priority and urgency. Easy to configure, use, and user-friendly. Quick reporting usage and dynamic graphs allow us to present our weekly, and monthly work, numbers to management within minutes.
- 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
May 26, 2022
Excellect software and support!
We use the Self Service Portal at our branches/units to submit customers' requests or complaints for our RFHL group. These requests/complaints are addressed by our specialist units to serve our customers, both internal and external. We measure our customer service using due dates and escalation rules. An excellent tool used by management via reporting to track our customer service levels.
- Excellent Customer Service
- Flexiblilty based on our individual needs
- Excellent software
- Wider search capabilities on the SSP
- End Users to be able to view and edit other user's tickets
- Simplier method to build action item templates
May 24, 2022
SysAid Review
I used SysAid as a HelpDesk system. This product was really great, and allowed us to use SSO with Google Workspace. Also, SysAid has a very nice feature that allows you to make complex queries to assign tickets to specific technicians and groups. This was VERY helpful in being compliant with our SLA.
- Automatic Assigning of Tickets to Technicians
- Filter tickets to very specific info
- Reports are very detailed
- Automatic deployment to Mac's would be nice
- Remote Desktop could have better interface
- Escalation to Tier 2 support could be easier
May 23, 2022
Functional and easy
Score 9 out of 10
Vetted Review
Verified User
Easy to use and configure. We use it for incident and petitions management. The difference between these two is the variety of categories that we can create to have a clear vision of who is responsible for solving and attending and how long he/she should take. We haven't explored their reports much because we connect to its DB with Power BI and developed dashboards to keep track of our SLA. Its DB structure is easy to understand and to use as an input to data analysis software.
- Definition of clear service catalog.
- Record of time of response and time to repair.
- Easy end use templates.
- It does not have the option to select half days for the day with exception of the functioning time.
- Some users get confused with the button apply and save.
May 19, 2022
Sweet Product
SysAid is used as a helpdesk and knowledge base for the IT Department. It was implemented to replace a very limited helpdesk and ticketing software that could not track time, and projects and did not have any knowledge base at all. Having these basics greatly improves our daily tasks and documentation.
- Creation of tickets
- knowledge base articles
- SysAid agent pulls a lot of detail from pc's
- Projects are not easily documented
- Notes can get lost when applying changes to a ticket
- No all attachments are accepted
May 19, 2022
A very good product for a very good price.
We use SysAid for our IT ticketing system so that users can submit tickets to IT or other departments. We also use SysAid for Asset management; we're able to keep track of all our assets, which users have logged into them, and what software is installed on them. Our organization also uses the patch management feature of the software which allows us to schedule periods of time where patches can be automatically installed.
- User Support Articles
- Self Service Portal
- User ticketing
- Patch managment
- Change Management
- Projects