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
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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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
- 9Support 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
(1-9 of 9)Companies can't remove reviews or game the system. Here's why
November 28, 2023
SysAid experience
SysAid addresses the problem of having a centralised view across the IT. It provides many out of the box functionalities and very granular configuration options. With great support team it resolves the problem of open source alternatives which can be difficult to configure in detail with no programming knowledge or system administrator support.
- Support
- Many features
- Extensive documentation
- Configurability
- Rather bad UX experience on admin portal
- Localization issues
- Steep learning curve
- Minor bugs here and there
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.
December 28, 2021
SysAid makes it all better
SysAid is used by our main staff service departments, IT, HR, and Properties. It is used to log and track the response time of customer request. It allows us two opportunities: 1) to quantify performance and 2) provides us data for strategic decision making. due to its success it i sbeing expanded to ur legal department as well
- Customer support is always readily available and supportive in addition to account managers who work with side by side with us to get the best out of the application.
- Always improving, allows me to customize the app to meet my needs and simplify and automate some processes freeing up valuable time for better resource management.
- Application integration, SysAid is able to be integrated with other applications, SysAid itself has many functions like remote access, chat, asset management, automation.
- create workflows allows us to automate manual processes within the organization
- Only suggestion is a better method for training, although they have professional hours for one-on-one guidance and a help tutorial, I believe there should be an online or even pre-recorded options for companies to enroll their staff. In my situation I am the only administrator which makes it difficult to get training since it's more feasible to train a group of persons.
- flexibility of the reports to allow complex formulae from excel
Score 9 out of 10
Vetted Review
Verified User
SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).
- Ticket registration and tracking
- Workflow management
- Self-Service portal
- Reporting and Feed-back/Notification
- ITIL-Compliant
- Flexible and Customizable
- Workflow Design is powerful but has a learning curve
- Admin Portal UI (has improved a lot in the last few years however)
- Custom Reporting (again, this has improved a lot in the last few years)
- Automation options (on the plus side, they listen to the users)
August 23, 2020
Excellent in-depth ITSM
SysAid is used as our primary ITSM tool. It provides a wealth of functionality to tackle business needs. The primary functions for us are as a service desk and asset management tool. The service desk tool lets our employees communicate effectively with the IT functions of the business in order to address issues and receive support.
- Excellent asset management
- Streamlined and easy service desk
- Clear and effective UI
- In-depth functionality
- The depth of some features is intimidating and the learning curve can be steep.
- Ticket messaging can be clunky.
June 16, 2020
Great Asset Management and Ticketing
SysAid a great help desk and asset management solution. It can be customized to your liking. Out of the box it includes tons of features. It does have a small learning curve due to all the options available out of the box. After tweaking it to your organization's needs, it becomes a walk in the park. They are constantly developing the solution and releasing updates a few times a year. They really listen to the customers feedback. Only drawback is the app. They had one that was basically an app version of the majority of the software but they stopped developing that one and moved onto a new app that is only for ticketing. The have been working on a new app for some time now but I have yet to see it. Overall a good solution for us. We are a team of 11 and the solution is hosted on prem although they have a cloud version available.
- Consistency.
- Customer service.
- Development.
- Mobile app with all the same capabilities as the GUI.
- Consistency in account managers.
- Webinars are lacking in content and release date info.
November 14, 2017
SysAid - You might not know you need it, but you do.
I began work in the IT Department at EPMG in 2008. We were a fledgling department without a suite of tools that are commonly used in IT. As our workload and influence grew, it became clear that we needed some method to track service requests from out users, as well as work performed inside the department. After some research a myriad of choices were presented. A number of them fell by wayside early because they were too expensive, too elaborate or too difficult to use. I identified SysAid as a product that could meet our needs at a low cost of entry, while still offering us the ability to make use of more advanced features in the future. We use it as the primary tool for creating and tracking help desk tickets for the entire company. We also use it as a tool to track internal IT projects. It has been extremely useful in keeping issues from falling through the cracks. And our users appreciate the ease with which they can create tickets and are secure in the knowledge that a response to their problem is forthcoming.
- Ease of entering tickets. The last thing a user having a problem wants is a problem reporting their difficulty to the IT Department. With SysAid, this is never aa issue.
- Ease of tracking tickets. Keeping from getting swamped by a wave of problem tickets and yet still making sure that every one of them is responded to promptly is critically important. SysAid's tracking and notification features make sure nothing every gets missed.
- KnowledgeBase. While we are still a small department, we deal with a wide array of problems. Knowledge transfer does not always occur as it should. SysAid allows each of us to add the relevant information the KnowledgeBase so it will be available to all.
- We don;t use many of the advanced features of SysAid (asset and patch management, benchmarks and analytics) because it appears the learning curve is quite high.
- The interface is pretty rustic. This does not affect the use of the product, but it could create a marketing problem when trying to gain new customers as they may be comparing it to something "prettier".
- At various times the SysAid server service shuts down. This is not a common occurrence, just often enough to be mildly annoying.
November 13, 2017
SysAid - powerful Help Desk software for sophisticated Help Desks
SysAid was acquired for use by our IT department primarily as a means to track trouble tickets (requests to the Help Desk) and change management functions for our applications programming team. We are expanding its use to allow all employees to enter help desk requests directly into the SysAid system, which should get problems under investigation sooner.
- Software can be configured in various ways based on many different data, making it very flexible and adaptable to a specific customer's requirements.
- Base product is very powerful and may not require purchase of additional modules.
- Technical support team is very knowledgeable and helpful.
- Documentation is online and accessible.
- The product is very large and complex. Expect a steep learning curve to get full benefits.
- Flexibility is both a strength and a weakness. Consider obtaining expert guidance (at a cost) to get system setup to your own needs more quickly.
- Time zone difference (USA vs Israel) has presented problems in communication in the past.
- Their reporting product is weak. The Excel files it can output are practically worthless. Plan on mining their database with your own tools for most useful reports.
September 15, 2015
SysAid's ease of use and navigation makes it my go to ticketing management software suite.
I worked for a small managed service provider. We used SysAid as our ticketing system. SysAid made it very easy to keep track of open tickets and also it was very easy for our clients to submit tickets using SysAid.
- Centralization of ticket management. It was very easy to navigate around SysAid and keep tickets straight.
- Easy to understand interface. I was able to start using SysAid right away and found there to be not much of a steep learning curve.
- Solid survey system. As a technician I loved receiving feedback from my work and SysAid's survey system is top notch.
- I did not experience any weaknesses from what I was using SysAid for.