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)8.484%
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.
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- 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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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
- 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
(215)Attribute Ratings
- 9.1Likelihood to Renew
- 9.1Availability
- 9.1Performance
- 8.8Usability
- 9Support Rating
- 9.1Online Training
- 9.1In-Person Training
- 8.2Implementation Rating
- 9.1Configurability
- 8.9Product Scalability
- 5.2Ease 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
(51-75 of 156)Companies can't remove reviews or game the system. Here's why
May 19, 2022
Loving SysAid is so easy!
I have used SysAid to change our onboarding and out-processing to a workflow instead of a painful paper process. The paper process causing the company hundreds of dollars a week and this is a non-profit organization. The workflows route information to the appropriate departments for maximum efficiency. We also use it for a helpdesk for submitting incidents, and as a ticket system.
- Provides online support
- Knowledge base articles to help with setting up and building workflows
- Support techs are very nice and helpful
- The workflows are extremely time consuming to build
- The filtering for the dashboard doesn't work properly
May 19, 2022
SysAid, a great helpdesk software
SysAid is being used for the whole company. We are using the incidents and request modules. Too we use the assets management and this help us a lot with the assets administration. Many departments has been adopted this software and we have good results. We has been improve the response time to the users.
- 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.
April 28, 2022
SysAid and it's features
We are looking for a tool that will replace our old ITSM. Some of the things we need to improve are the following:
- Improve communication with our community
- Lower response time with the help of self-service, FAQ and KB articles
- Find a vendor who is available when help is required, will provide training and assist with deployment
- Service record management
- Self service portal
- Support
- Asset management- sign out/sign out of borrowed assets will be a great feature to have
- Setting up email notification- I hope in the future, this can be set up separately and not in one big space that requires a lot of manipulation
- Built in form creation
April 05, 2022
SysAid Review
We use it as a ticketing system, to track incoming and outgoing emails, phone calls, teams messages, and walkup issues. We utilize SysAid's tools for a multitude of uses, such as Ticketing, Reporting, Knowledge base consolidation, and Asset management. Overall, we have replaced 3 other systems with SysAid and are happy with what we do with it.
- Ticketing
- Knowledge Base
- Reporting
- Knowledge base features.
- Emailing through the system.
- Feature implementation.
April 01, 2022
ITSM tool that suites other service departments
We use SysAid at Unicomer across the company as ITSM tool as a centralized contact center for all countries, not only for IT purposes. We have deployed to manage other business units such as Customer Experience, Human Resources, Complaints, Credits, and some others departments. We use SysAid as a Service Management for many areas of our company (internal/external customers).
- SysAid manages Helpdesk Support teams very well
- Self Service is a plus that reduces queues in Support departments
- Escalation rules help to distribute the tickets based on due dates
- email notifications are good
- Access to certain log tables could be very helpful when you need track or follow up some ticket modifications
- Reports module could do more if we could Access more data from certain Service record types
- SLA management and measures are kind of confuse process to config
- Expose data for analytics
March 31, 2022
SysAid helps IT Support
Score 10 out of 10
Vetted Review
Verified User
Use it for Helpdesk (Service Desk), Asset management, Knowledge base, record management.
- User send in service desk ticket for floor support
- Equipment request and approval
- Asset management and record
- System notification to end users
- Faster or more frequent LDAP sync
- Sometimes record created in CMDB CL list does not match with records in Asset List.
- User friendly interface to create custom Report.
March 29, 2022
SysAid Review
SysAid is used as our general help desk ticket submittal system and hopefully as asset management once I get that piece figured out. It's very redundant as far as what they have set up "out of the box" and I don't find it super useful having to dig through a lot of areas to just accomplish things. I've used many help desk systems and this is my least favorite.
- Integrates with active directory
- Sends team notifications when tickets are submitted
- Allows for the creation of customization to ticket field entries - you can add or remove things you want/don't want
- Workflow - they offer this feature but in my opinion, they seem to lack the education to truly set it up properly, step by step. I don't want to see quick videos promoting it, I want white pages explaining how to do it without digging through help files
- I don't like that it's either end-user or admin - they need more account functionality. Even when I set up our general admin, they can't see things such as all of our end-users, only as a full SysAid admin can you see that
- I feel that their help desk should be way more knowledgeable than I feel they are. They should be able to provide tier 1, tier 2, or tier 3 level of support and if tier 1 isn't sure how to do something, it gets escalated. But instead, it's multiple emails back and forth that end up with me basically saying forget it and I'll figure it out myself. Sometimes I do and other times I just give up and forget about it because it's too much of a headache dealing with it all
March 28, 2022
SysAider's Review
SysAid is our central and main ITSM. We use it for service automation and data collection of IT incidents, requests, projects, and problem management. We use the data to draw insights, avoid reoccurring incidents and automate repetitive requests.
- 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.
March 28, 2022
Intuitive and excellent tool
Score 10 out of 10
Vetted Review
Verified User
SysAid was introduced into the company to replace an outdated techhelp system. In time we started using SysAid more completely. It allows us to control SLAs and team performance unlike other platforms we had before. It's very user friendly and makes life easy for our customers to follow up on their own tickets. Change management improved greatly with Sysaid as it's now controlled and approved via tool.
- Customer Support
- Integration our software solutions
- Performance management
- Asset management needs a bit of refinement
- Knowledge management can improve slightly
March 28, 2022
SysAid - Tickets that solve problems
We use SysAid for both internal and external clients. Mainly as a help desk and process solution. Usually what we do is basically receive all tickets and solve them according to the SLA. We were having a lot of miscommunications and departments not talking between themselves, so we used SysAid to this problem too. When our employee deals with a ticket, we gave him the workflow and how to solve the problem and to which department he should talk if he doesn't know how to solve it by himself
- Organizing the company
- Client efficient help desk center
- Support
- UI
- User experience
- Complexity to configuration
March 27, 2022
Organizational Tool for the Unorganized!
We use SysAid for everyday IT incident responses and management. It allows us to keep track and stay organized with random influxes of incidents so we can process and follow up with each one. Without it, incidents may get lost, but with each incident, we can remain accountable for every step in the resolution.
- Email Integration.
- Workflow Processing.
- End User Experience.
- Reply to Email.
- Customizability - overwhelming UI.
- Processing Speed.
March 27, 2022
The best IT management software
Score 9 out of 10
Vetted Review
Verified User
I use SysAid for all aspect of the IT management (asset, ticket, etc )
- asset management
- ticket management
- inventory
- configuration
- communication thru vpn network
March 24, 2022
SysAid Ticketing Software
Score 8 out of 10
Vetted Review
Verified User
I utilize SysAid at my job as that is the tool they use and it works really well to handle incoming end-user requests for IT support. From printing issues to programming, automation, new hire set up, end-user teardown, and much more. SysAid can even track your assets so it won't have to be down manually. The only issue I have come across is the end-users will have their SysAid Agent service randomly stop and even if the recovery is set to restart the service it never works, so it must be restarted manually. That is the biggest annoyance I have encountered. Otherwise, I like the application and recommend it.
- Customized options for what end-users can select for issues they are having.
- SysAid Agent service stops randomly and must be manually restarted despite recovery being set up to restart the service which it never does.
March 23, 2022
SysAid - Your IT Processes made Easy
SysAid is a valuable tool we use to communicate with our end users. It is easy to use for all levels, it gives us great insights into repair issues and possible maintenance trends. It allows for searching older requests to document solutions. It is a great asset management system for us as well.
- Tracks trends in repair.
- Allows admins to monitor what is happening in environment.
- Allows for good communication between tech and end user.
- Great resource for asset management.
- The scroll bar within the scroll bar becomes difficult at times.
March 22, 2022
SysAid Review
Score 10 out of 10
Vetted Review
Verified User
We use SysAid for help desk and change management services. The portal
is great for consolidating these services we provide to our customers
and internal staff. Before SysAid, we experienced a gap in effectively
reporting on our clients' ticketing. Now, with switching to SysAid, we
can extend to our clients and capture their tickets.
- Routing Tickets.
- Change Management.
- Reporting.
- SLA Handling.
- CI Logging.
- Asset Handling.
- Dashboards.
March 21, 2022
Must have IT support solution for growing business.
Our organization provides IT infrastructure maintenance and remote support services to over a hundred businesses across the globe. We have been using SysAid ITSM for more than 3 years now to solve common IT problems remotely. Most of the incidents, problems, and changes are handled by the growing knowledge base of the system. We have experienced fewer support tickets and more productivity after the implementation of SysAid. Its implementation in our on-premise server took just 2 months which went smoothly with the help from the SysAid team. The system has its own mobile apps, API for out-of-the-box use cases, customizable dashboards, and can be integrated with our Slack channel. After the implementation of SysAid, the reliability, and predictability of IT assets and services have increased geometrically, yielding more revenue while minimizing efforts.
- 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.
March 21, 2022
Very powerful application for IT Support Team.
Score 8 out of 10
Vetted Review
Verified User
We essentially use SysAid for request purposes. It has been extended to other support teams like human resources or communication It is quite difficult to explain and train users to use it on the ITIL requirements. There are quickly confused. So we have decided to implement it in a very simple way and only keep requests on the self-service portal.
- LDAP integration
- Request templates
- Routing
- Workflows
- Display of custom fields on the self service portal
- Asset management vs CI: too complex
- More right levels
- Reports
March 03, 2022
SysAid--The ITSM Tool Worth Your Investment
SysAid is being used across our business. We have administration teams based in each of our remote branch offices and retail shops and these are the people who have been set up with access to SysAid through the web portal. Our team finds this very helpful because they're able to raise service or incident requests as soon as possible without having to call the helpdesk number. We also have the helpdesk email available and many of our users choose to utilize this as well. The end users are then able to track the progress on their tickets as to the IT support tech that's assigned to the task and the basic progress of the work being done to resolve or service their requests.
- Categorization of the various different types of service or incident requests.
- Project management module. We are starting to utilize this to capture all our project related activities and tasks.
- Change management module. We are also starting to capture our changes in SysAid and therefore are able to provide reports and evidences of changes to our external auditors.
- Perhaps interfacing with monitoring tools such as PRTG. This would enable tickets to be raised from the errors that are generated from the monitoring tool.
- Business intelligence reporting, dashboards.
- Expand to manage other maintenance and tech services such as for property, vehicles, electrical appliances, etc.
February 09, 2022
Easy to implement and strong, fast reliable customer support
Score 10 out of 10
Vetted Review
Verified User
SysAid allows us to manage projects, internal and client calls hours It keeps track of time spent on request and also inform/ email people involved of the progress of the request All request can be managed and assigned according to its prioritizes Making it easier to draw reports on a daily, monthly or yearly so that you can track the success achieved
- Ticket management
- Company client and client SysAid integration
- Templates can be created according to organization goals
- There are a lot of templates that are available and can be confusing to get everything right
- Should allow uses to have online chat situated on the site of the application
- Promote user\ Admin training programs
February 04, 2022
SysAid Review
Score 8 out of 10
Vetted Review
Verified User
SysAid is used only in the IT department for the management of work orders and incidents, hardware and software inventory, and for user support. The knowledge database is also used so that users can solve simple problems on their own. The hardware inventory module is used primarily to keep preventive maintenance schedules.
- The relationship of the tickets with the equipment to keep a history of failures
- The creation of tickets and the suggestions of possible solutions at the time they create these for the end user
- Inventory management, upcoming maintenance dates, warranties expiration date alerts, etc. They are very effective and very helpful for better administration.
- The remote support function I think could be improved
- The alerts module I think could be easier to configure
- In the reports module it could be improved for the creation of new reports
January 19, 2022
If you want to implement ITIL, SysAid must buy!
Currently the IT department uses all the application modules, incident modules, requests, problems, changes, assets, BI and others. Also at the company level, we have five departments of the company using SysAid, but only the request modules, this helps them estimate times and keep controls and SLA levels for measuring the work of their departments. Currently we have a problem, because the problems and projects module is not one hundred percent functional and this delays us in making decisions, as well as in monitoring major incidents, these points today represent an inconvenience for our company.
- Incident Manager
- Request Manager
- Changes Manager
- Activities
- Asset Management
- BI Analitics
- Dashboard
- Knowledge base
- Problems Management
- Task And Projects
- Chat console
- Bot
January 11, 2022
Hindsight of SysAid
Score 9 out of 10
Vetted Review
Verified User
SysAid is being
used by the entire organization as a single source of tracking
application and our main goal is
to make process discipline and efficient support among internal
service providers as well as external service providers. We were able
to achieve that goal with the support of SysAid and currently one of our main KPIs is achieving the SLA of SysAid which has been defined by the top Management.
- SysAid ticketing process is a part of ICT services. No ticket no service.
- All ICT assets are managed via SysAid
- Deliverables as per the defined SLA by the SysAid
- All follow-ups done based on the ticket status and due date.
- Key measures of individual performance is SLA achievement of SysAid
- Ticket routing option to be more enhanced.
- There is no predefined logic to get Pass/Fail status of current SLA
- Analytics to be more customizable and advanced
- Company hierarchy is required for large scale company (such as Group > Sectors> Clusters> Branch/ Location)
- There is a limitation of timer objects
- Data archival strategy to be more enhanced
January 11, 2022
Staying with SysAid!
Score 9 out of 10
Vetted Review
Verified User
SysAid provides the central platform for the IT department to manage its customer base. In addition, the HR, Cargo, and Legal teams use SysAid in a similar manner, to support their internal customers.
- Reporting is a strong point of SysAid as the reports are used when the technical team meets to discuss the status of jobs
- SysAid allows our customers to complete a survey when each ticket is closed and this gives us a good idea of our customer satisfaction
- SysAid has demonstrated that they can keep current with trends with upgrades and additions such as Automate Joe
- We would welcome an easier way to manage assets
- SysAid can consider offering lower prices on the use of its products
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
Score 9 out of 10
Vetted Review
Verified User
We use SysAid for IT Service Management, where we manage our Service Tickets, Problem Management, Change Management, Password Self Service and in the first quarter of next year, 2022, we want to implement Asset Management to allow us to monitor and manage our IT assets, including their life cycle, procurement, and disposal. We also intend to make it an Enterprise Management System, where we want other services on campus, including Human Resource, Finance, Asset Management, Campus Control, Transport, among other services, to start using the system to manage their tickets as at the moment, there's not [a] holistic system in place to do so, and ensuring that users get the services they require in a timely fashion, allowing for tickets escalation if nothing is done within the expected time.
- 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
December 31, 2021
SysAid Is a Great Value for Us and for Many Other Organizations.
Score 10 out of 10
Vetted Review
Verified User
SysAid is a good solution for our organization. Our users can submit a help desk ticket and they can also track the status. Our IT team is able to see the open tickets and leave a comment back on how the solution was fixed. Also, it has a knowledge base for our many of our repeat issues. We also like it for the inventory reporting on our devices.
- Track tickets
- Email the end-user and tech on the status
- Great knowledge base
- Inventory of our devices
- Great inventory, but sometimes it does not re-inventory when we upgrade our Windows 10 from one service pack to the next.
- If a ticket is assigned to a tech and they forgot to close the ticket, it wants to change the assigned name of the tech that worked on the ticket.
- If a ticket is pending, could not find a way to deescalate a ticket.