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SysAid

SysAid

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.

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Recent Reviews

Handy Helpdesk Tool

8 out of 10
December 05, 2023
Incentivized
We use this tool to keep track of our assets and technical information linked with those assets, a means to remote onto our users to …
Continue reading

Review about SysAid

10 out of 10
November 30, 2023
Incentivized
We provide incident management and asset management mainly. We help to implement SysAid for our customers. And handle their issues in the …
Continue reading

SysAid Review

8 out of 10
November 29, 2023
Incentivized
We use SysAid mainly for the helpdesk functionality, and the asset management functionality. We swapped from Spiceworks cloud helpdesk as …
Continue reading
Read all reviews

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

View all 13 features
  • Self-service tools (147)
    8.7
    87%
  • ITSM reports and dashboards (131)
    8.7
    87%
  • Organize and prioritize service tickets (153)
    8.7
    87%
  • Asset management dashboard (131)
    8.3
    83%

Reviewer Pros & Cons

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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
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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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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.

N/A
Unavailable
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…

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Product Demos

SysAid Interactive Product Tour

www.sysaid.com
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.5
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.3
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.5
Avg 8.4
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Product Details

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

Screenshot of IT Ticketing DashboardScreenshot of AI ChatbotScreenshot of Ticket JourneyScreenshot of Workflow DesignerScreenshot of Monitor & Fine TuningScreenshot of AI Case SummarizationScreenshot of AI AuthorScreenshot of Al Intelligent CategorizationScreenshot of Ai Emailbot

SysAid Video

SysAid's AI-powered IT Service Management platform

SysAid Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesGlobal
Supported LanguagesEnglish, 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.

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

Consumers0%
Small Businesses (1-50 employees)10%
Mid-Size Companies (51-500 employees)60%
Enterprises (more than 500 employees)30%
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Comparisons

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Reviews and Ratings

(213)

Attribute Ratings

Reviews

(1-25 of 155)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
Normal problems for a company related to IT, such as computers, peripherals, and meeting equipment, all of which can be resolved via ticket and with an SLA deadline for completing the service, minimizing complaints regarding requests made verbally.
Score 9 out of 10
Vetted Review
Verified User
We use SysAid as our ITSM. It has been a big improvement for us in regards to end user interaction with the Self-Service Portal, ticket management and auto categorization. It has also provided us a way to implement work flows and approval processes. SysAid also provides Teams implementation and KB for end users to resolve certain issues themselves.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
About 10 years ago we deployed SysAid to unify our support helpdesks across 5 academized Schools who, at the time, all used physical books to request IT support. As each school was brought into the Academy Trust we used this opportunity to centralize our newly created support team and utilized SysAid as our IT management tool. SysAId helped us build a support team and underpin it with a solid, affordable communication tool for our end users.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
SysAid has made a nice portal for our end users to submit problems. Where it shines is its capability to customize what is submitted and the dashboards that it can create as far as tracking help desk issues. It has been overall a nice experience with rather intuitive interfaces especially on the IT side of things. I feel like finding, tracking, and categorizing tickets comes very easily with this system.
Score 10 out of 10
Vetted Review
Reseller
The product is really good. We used SysAid for incident management, problem management, Assets management, request management, etc.<br>Also, the product is really Userfriendly, and the creation of the workflow is very easy to handle. <br><br>As a business problem, the price of the product is a little bit higher than when compared to the other similar products. However, the overall product experience is really good and recommended for others.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use SysAid as the ticketing system where users can reach out to the IT department in a fast manner if they are having issues with anything. Allows IT support to track, manage, speed up, and deal effectively with incidents. This system give agents the customer details they need to provide personalized service, help support staff coordinate their efforts, and automate repetitive tasks—all of which empower companies to reduce resolution and wait times
December 05, 2023

Handy Helpdesk Tool

Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use this tool to keep track of our assets and technical information linked with those assets, a means to remote onto our users to provide support, a ticketing system where users raise incidents and requests. We have a knowledgebase which allows you to easily add too and search on relevant topics to support the Helpdesk team and the end users, you can add documents and pictures to these articles. SysAid has helped automate processes in the dispatching of IT Kit, previously this was a long winded and labour intensive task but now with automation, half the work has been removed. A real plus is the simple and straight forward customisation available to you, to make improvements or amendments with ticket routing, escalation rules and changes to the appearance of templates used as part of the tool.
November 30, 2023

Review about SysAid

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We provide incident management and asset management mainly. We help to implement SysAid for our customers. And handle their issues in the helpdesk. Create workflows according to their requirements. We also maintain internal SysAid account to manage incidents and assets within the organization. Normally when we get a request from a company about their ITSM requirement we discus with them and provide the best version of the product that suits their requirement.
November 29, 2023

SysAid Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use SysAid mainly for the helpdesk functionality, and the asset management functionality. We swapped from Spiceworks cloud helpdesk as it was too simplistic, and we required more features as we expanded the digital side of the organisation. SysAid's extra features such as the remote support functions address a large issue in the form of users working from home. It's an easier way of setting up a remote session between an admin and a user, it makes solving remote problems much quicker.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use SysAid as a service record management tool. We manage tickets ie. cases raised by different users. We have customized sysaid based on the different categories of cases we receive. Initially, we have been using emails. When there is a issue, the requester raises them through emails and then we communicate by email only. It was very difficult. There was no visibility in the cases resolved we couldn't document all the tickets we had. Hence sysaid came in for the rescue
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I use SysAid to manage customer accounts and to verify the details provided by support. We have a customized screen that manages our hosting accounts with all the details associated with our hosting environment. I am able to see current users as well as all disabled accounts. I am able to check all activity on a ticket and whom it has been assigned. I am able to enter additional details when needed for the support team to complete a task. I am able to update tickets and reassign them when needed.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are one of the biggest software suppliers in the Public sector in South Africa, and SysAid handles all our Helpdesk/Support processes. With great value for money, support, and services, there is no way we can replace SysAid. We are a reseller implementer of SysAid in the Public space as well as a client. We cannot wait for the upgraded UI and functionality that is in the near future.
Martin Riggin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use SysAid for our Help Desk ticket tracking, Asset Management, System patch management, and Server patching. The SysAid system helps us to do all or our tracking and updating all from one place with ease.
November 28, 2023

SysAid experience

Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use SysAid to manage our user's support requests, and queries and handle any issues that arise. Below is a list of our use cases with SysAid: To track and prioritize the tickets based on urgency, category, and status. Escalate the tickets to the correct teams using keywords or specific queues. Communicate with users through SysAid's message system which integrates well with our emails. Measure quality of support and ticket response times using the reporting tabs. Track our assets automatically and log usage. SysAid has several integrations and we currently utilize primarily TeamViewer's integration and find it to work seamlessly. Recently there has also been an addition of an AI chatbot to the self-service portal which shows massive promise for the future.
Akosua Tiwaa Kuadzi | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
SysAid has revolutionized our business operations post-Remedy. It ensures precise SLAs, robust documentation, and seamless integration with other software, resolving longstanding issues. The user-friendly interface and efficient workflows enhance productivity, marking a significant improvement in service management and overall business efficiency.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
We use it for ticketing and asset management, change management, and Patch Management. The only issues we have are the reporting. Built-in reports need some work and it is difficult to create custom reports.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likes - MS Teams Chat bot makes it easy for users to quickly create a ticket. - Ease of being able to create and assign tickets quickly. I love how we can customize almost everything to fit our company's needs. - Able to access on any browser and device. - Importing of assets Dislikes - Remote control is a bit wonky. - Still, a few other bugs to work out.
Score 3 out of 10
Vetted Review
Verified User
Incentivized
In our organization, we leverage SysAid for streamlined service desk management. The product addresses various business challenges by enhancing our efficiency and organization in handling service requests, incidents, and other IT-related tasks. The scope of our use case extends across the entire service management process, encompassing ticketing, asset management, and ensuring a systematic approach to IT problem resolution. SysAid is a solution to optimize our IT service workflows, ultimately contributing to improved overall productivity and user satisfaction within the organization.
Simone Buoso | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
In our organization, we needed an ITIL model management software. SysAid met our needs. Practical, useful, and fast. Vendor support is excellent. Helped us with incident management, asset, and personnel census. With the expansion of our company managing hundreds of assets along with all business processes was becoming a big problem. Therefore we looked for software that would help us with this, and after several evaluations, SysAid was the answer to our needs.
Bruce Barnett | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We currently use SysAid as our organization's primary helpdesk solution. We also perform inventory tracking on the platform. The system is used by multiple departments to resolve both internal employee and external member cases. We maintain an internal change management tracking log that we have tied into our SysAid cases for managing change approvals. Overall, the platform is able to handle service requests, escalations, and asset tracking with minimal support required.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
I use sysaid for Asset Management, Incident Manaement, Helpdesk Items, FAQ, Patch Management, and Reporting. We have been using the system now for 3 years and it has offered us extreme customization and customer service in implementing complex systems to achieve regulatory compliance. We have had minimal issues with the software and really the only compliant we have had is the need to have to purchase support for further customization options. We really do not see a reason for needing to switch as it offers us a full complement of ability to meet standards set in our business.
Francisco Mira | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
SysAid benefits the synergy between the customer and our company. Putting at hand a direct communication just a click away, generating in customers a good perception of the service provided and increasing our credibility as an IT service provider company.
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