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)8.484%
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?
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
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November 29, 2023
SysAid - Value for Money with great support and service.
After an upgrade the upload of attachments stopped working and the call was quickly escalated to senior support staff that fixed the issue quickly.
We were struggling a bit with implementing Asset Management and the support team came to our rescue.
August 30, 2022
Handy ITSM tool
Score 10 out of 10
Vetted Review
Verified User
I had an issue on my RDS not syncing with my AD. I raised the ticket and in the same hour they came up with the solution.
May 19, 2022
SysAid, a great helpdesk software
When we did our first upgrade from version 14, we had an issue and the support helped a lot until that we found the solution. In that experience we learned about some process that has been help to us in the next upgrade that has been do and we know that if we need help they are there.
March 03, 2022
SysAid--The ITSM Tool Worth Your Investment
The initial part where I picked up the case to fully implement the product. The company had purchased the product and with the credits purchased had failed to implement the tool. So when I started I established contact and got the most satisfying response by knowing we had enough credits to engage the services of a professional consultant to help us configure the system and train my team. The support was awesome.
February 04, 2022
SysAid Review
Score 8 out of 10
Vetted Review
Verified User
At the beginning when we bought the license we had some problems configuring the synchronization of the active directory with SysAid and although they showed us that it was not a problem with SysAid they were helping us with our firewall that was the problem, they were helping with information and when we did tests communication between the server and SysAid
January 19, 2022
If you want to implement ITIL, SysAid must buy!
I could describe more than one point of service where I have been treated satisfactorily; at the moment, I have no complaints regarding the support provided by SysAid; we had the pleasure of meeting Moshe, not in person; but if virtually, since his assignment he supported us in everything necessary to implement up to what we have today functional, then we have had endless people who have helped us with our requirements. We hope that the support process continues as it has been up to now.
January 11, 2022
Hindsight of SysAid
Score 9 out of 10
Vetted Review
Verified User
Last year we had to face SysAid performance issues in our on premises version and SysAid team had given a tremendous support with multiple follow-up sessions until the issue is resolved. We would thanks to our Account Manager who were in early 2021.
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
The great thing with SysAid Support, when the issues a more technical, instead of just allowing you to deal with the Technician who is assisting you, you have a Customer Manager who is always [in] the loop between you and the technician and will always follow up after the issues [have] been resolved, to check if the issue was addressed to your expectation.
December 28, 2021
SysAid makes it all better
yes i wanted to automate tickets based on department which could not readily be done but the rep persisted and persisted until he was able to find a work around even when upon escalation was told that it could not be done, at the end my escalation rules work perfectly it little more manual work to configure but once done life gets alot easier
December 28, 2021
SysAid--the best of the best in ITSM!
During the onboarding process
December 26, 2021
User support on site and remotely
SysAid Technologies support is very knowledgeable. We have a case whereby the SysAid agent can't be updated. We tried to uninstall the agent using windows add/remove program but failed. Then, we tried to use a third party uninstaller but that does not work at all. When we reported the case to SysAid, they guide us by giving us step by step process on how to solve this problem. The solution given is using command line and that solve our problem
Score 9 out of 10
Vetted Review
Verified User
During implementation. We had regular (almost twice a week), 1 hr sessions with the implementation consultant. We had a list of implementation points that had to be agreed upon and configured and made perfect use of the assistance as a training for our configuration managers.
October 14, 2021
SysAid Help Desk Makes IT Management Fun
This year I submitted an email to start the annual renewal process. (The SysAid rep had already notified me of the pending renewal.) During our discussions, a couple of concerns surfaced. The rep quickly submitted a ticket to SysAid for me while we were on the call. By the time we ended our discussion, there was already a SysAid Ticket in their system to address our needs. Kudos to the rep!
September 08, 2021
SysAid is a great solution
Score 9 out of 10
Vetted Review
Verified User
A few weeks ago , I came at them with an issue that would require advanced knowledge of their scripting for notifications. The crazy part was that without transferring me their front line support guy was able to resolve it and it didn’t take very long either
January 22, 2021
SysAid is an essential and user friendly ticketing tool
Always when needed any help.