SysAid Review.
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 …
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
- ITSM reports and dashboards (134)8.787%
- Organize and prioritize service tickets (155)8.787%
- Self-service tools (150)8.686%
- Asset management dashboard (133)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.
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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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.
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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…
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?
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
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 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
| 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
(219)Attribute Ratings
- 9.1Likelihood to Renew
- 9.1Availability
- 9.1Performance
- 8.8Usability
- 9Support Rating
- 9.1Online Training
- 9.1In-Person Training
- 8.6Implementation 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 158)Companies can't remove reviews or game the system. Here's why
May 23, 2022
Functional and easy
Score 9 out of 10
Vetted Review
Verified User
- 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
- 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.
- User Support Articles
- Self Service Portal
- User ticketing
- Patch managment
- Change Management
- Projects
May 19, 2022
Loving SysAid is so easy!
- 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
- 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
- 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
- Ticketing
- Knowledge Base
- Reporting
- Knowledge base features.
- Emailing through the system.
- Feature implementation.
April 01, 2022
ITSM tool that suites other service departments
- 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
- 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
- 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
- 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
- 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
- Organizing the company
- Client efficient help desk center
- Support
- UI
- User experience
- Complexity to configuration
March 27, 2022
Organizational Tool for the Unorganized!
- 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
- 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
- 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
- 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
- Routing Tickets.
- Change Management.
- Reporting.
- SLA Handling.
- CI Logging.
- Asset Handling.
- Dashboards.
March 21, 2022
Must have IT support solution for growing business.
- 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
- 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
- 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
- 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
- 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!
- 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 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