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
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
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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Alternatives Pricing
What is Freshservice?
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?
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 102)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
Better for immediate handling os priority issues but project related activities are better suited to a kanban board presented from devops
December 06, 2023
SysAid - The quicker tool for success
SysAid offers both cloud and on-premise delivery models, plus different ITSM capabilities and pricing levels from a basic ticketing system, through the help desk, to IT service management software.
December 05, 2023
Handy Helpdesk Tool
November 29, 2023
SysAid Review
The Spiceworks cloud helpdesk is a good, free alternative to paid helpdesk options. However, because it's free it's limited in functionality. We chose SysAid as it has all the features we desired such as strong change control, and more extras such as the remote support function which is of great use to us.
November 29, 2023
SysAid a beginner friendly ticket management tool
Jira Work Management needs a difficult customization part. Jira is also a large scale tool. This tool is more complex. It requires more business understanding. SysAid is beginners friendly. Hence we have opted for this tool. For tools like Jira we need a scrum master to organize all the tasks. There is not much visibility in the Jira Software like sysaid.
November 29, 2023
SysAid - Value for Money with great support and service.
November 28, 2023
SysAid experience
Better support than open source solutions. It provides a better overall design to get an overview of the whole IT system. To configure Redmine you need some programming knowledge or search for plugins and solutions on forums. Sydaid has a proper helpdesk which you can contact at any time. The by weekly meetings are super helpful to keep the progress on track.
November 23, 2023
SysAid A helpdesk software worth using.
SysAid, compared to other helpdesk software, was reasonably cost-effective; they provided seamless integrations and were willing to redesign the software to meet our needs. One of their current features that is winning with my organization is the SysAid bot. This is a great idea, and we hope that in the future, we will be able to customize this to our organization's needs.
November 23, 2023
Great product with strong ROI.
- Fresh
SysAid was better at including multiple modules than the competition. We also like the licensing options and price better than the competition.
November 23, 2023
SysAid is a Great Tool for our Helpdesk.
Knowledge base, asset management, Teams Chat bot.
November 14, 2023
So Many Options, So Little Time
I can't comment as we did not demo either product.
October 17, 2023
Great tool which does everything we need it to.
SysAid has a much faster and less complicated client. Cherwell was a bit slow and over complicated.
September 18, 2023
Sysaid, nice IT Management software!
We tried to evaluate ServiceNow, but the vendor immediately discarded us as a small company by their standards. SysAid was the best choice in terms of product price and quick vendor support.
August 30, 2023
With cloud hosted SysAid, they handle the Upgrade ~
My recent experience with a service desk platform was using ManageEngine's ServiceDesk Plus solution. SysAid stacks up well against this solution, and I tend to appreciate SysAid more due to it being a cloud solution and for the Microsoft Teams integration. SysAid is also more affordable and easier for end users to adopt.
July 10, 2023
RMD Review of Sysaid
SysAid Asset Management and Ticketing offers superior functionality and advantages over Spiceworks IT Management. With SysAid, organizations benefit from comprehensive asset tracking and management capabilities, enabling efficient monitoring of hardware, software, and other IT assets. Additionally, SysAid's ticketing system excels with its user-friendly interface, automated workflows, and customizable service catalogs, facilitating streamlined incident and request management. Furthermore, SysAid provides advanced reporting and analytics features, empowering organizations to gain valuable insights into their IT operations. With its robust security measures, seamless integrations, and exceptional customer support, SysAid stands out as the preferred choice for organizations seeking an all-in-one solution for asset management and ticketing needs.
February 24, 2023
If you have SysAid, what concern do you have regarding IT?
This module has allowed us to keep track of projects, their tasks, assignments, status control, start and end, as well as control of issues in project management. Today we use this module to place the projects such as the ISO27000 certification that we are looking for and through this we keep track of the tasks that we still have to attend to.
December 06, 2022
Sys-Aid Review
We selected SyAid because it was a bit more robust. It was going to allow us to automate approvals for Change Management. We also hope to automate the onboarding and offboarding process with HR but those workflows seem to be tricky to get setup.
December 02, 2022
Clunky Budget Software Balloons into Premium Priced Package
Sysaid is a budget software for the most part. It gives similar functionality but a smaller community, more outdated platform, and, for lack of a better term, "clunkyness". In my opinion, the big competitors give better features, smoother UI, and a deeper community for a bigger price-tag. The issue is that as you begin to expand the features or size of your SysAid implementation it quickly inflates in price until it is comparable with those big competitors. If you are super small and unlikely to expand there are many free or open-source options that probably work just as well as Sysaid. If you see expansion in the future or are a larger company to begin with springing for a more premium competitor is likely the move for you. Our budget subscription to SysAid serves a very specific niche and we don't really fit into it.
Sysaid had many of the service offerings as the large players had but at a much more cost effective price point. The licensing model was very fair and we felt that the amount of time that we would have to re-invest in the tool was minimal. For example, one of the other solutions we evaluated costed more for the professional services to get up and running then the cost of the product.
November 03, 2022
SysAid review
Quicker, more user friendly
November 02, 2022
My SysAid Review
- BMC Helix ITSM (Remedy)
We selected SysAid because of cost saving and doing same ITSM job
November 02, 2022
Easy to use setup Service Manegment tool
Easier to install \ configure
- BMC Track-It!
SysAid is far superior
August 30, 2022
Handy ITSM tool
Score 10 out of 10
Vetted Review
Verified User
SysAid is a better management tool when it comes to [the] help desk and user experience. You can create your own templates and apply [them] to the wide business. Asset Management is quite simple to set up and gives you a good overview [of] your assets. CMDB is something that SysAid has and the other tool does not have. We can track more than CMDB hardware, but we can keep a log of pieces of software we need to follow up on.
August 28, 2022
Some thoughts on SysAid
SysAid is a nice in-between the products I listed. It has as we need without too much and it is HIPAA compliant; which matters to us. Connectwise is a nice suite of products but would be too much for this company; although we have adopted ConnectWise Control in-house and that is a nice utility to have. HappyFox is very straightforward and has a nice look, but it is not enough for us overall.