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SysAid

SysAid

Overview

What is SysAid?

SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.

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Learn from top reviewers

My SysAid Review

Rating: 10 out of 10
May 5, 2025
IncentivizedVetted ReviewVerified User
We use SysAid for our ITSM and Asset Inventory. SysAid address our business case of logging incident and tracking to resolution. Change management team has been able to addres...
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peter awortwe
Analyst - Information Technology
IT Asset and Configuration Analyst, Service Catalog Manager, Knowledge Manager
Eprocess ISA
SysAid3 years of experience
Verified on LinkedIn

SysAid - Simple and easy solution.

Rating: 10 out of 10
April 22, 2025
IncentivizedVetted ReviewVerified User
SysAid is being used by the IT department and Facilities department to facilitate service requests and IT incidents. We use it to support our e-learning, finance, IT and new ...
Continue reading
Garan Thomas
Administrator - Information Technology
Desktop Support Engineer
Simbec-Orion Group
SysAid2 years of experience

Quick and Easy Management of a customer database and ticket system.

Rating: 9 out of 10
March 26, 2025
IncentivizedVetted ReviewVerified User
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 asso...
Continue reading
Lisa DeMahy
Administrator - Finance and Accounting
Billing Administrator
Assembly Software
SysAid4 years of experience

Great Tool for ITSM.

Rating: 9 out of 10
December 19, 2024
IncentivizedVetted ReviewVerified User
As our company's leading platform for managing IT services, SysAid streamlines asset tracking, ticket management, and reporting to increase productivity and user satisfaction....
Continue reading
Kacian Smith
Administrator - Customer Service
Technical Support
eGov Jamaica Limited
SysAid3 years of experience

SysAid is a fantastic tool for any IT department

Rating: 10 out of 10
December 17, 2024
IncentivizedVetted ReviewVerified User
Our firm has used SysAid for over five years now. SysAid has effectively reduced the amount of time IT staff was needed for many daily tasks. SysAid provides help desk ticketi...
Continue reading
Richard Hudson
Manager - Information Technology
IT Manager
Sturgill Turner Barker and Moloney PLLC
SysAid5 years of experience
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How SysAid Differs From Its Competitors

Automated Workflow

SysAid workflows are good when they are working but take some time to configure and get right. There are some hard and weird limitations when desgining workflows but SysAid are constantly building on this and improving this with regular updates and soon I imagine it will be next level with AI …
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Automated Workflow

The workflow is one of the fantastic part of SysAid that i have enjoyed using. This has reduced workload on tracking decommissioning assets and analyzing changes logged. We have also implemented workflow for knowledge articles to ensure support can easily share knowledge in the area. Now the team …
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Automated Workflow

By automating repetitive processes like ticket routing, SLA monitoring, and follow-ups, SysAid's automation and workflow tools have significantly decreased the workload for our IT staff. Without constant human supervision, the system ensures quicker resolution by automatically allocating tickets …
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Automated Workflow

As previously mentioned, SysAid automation and AI is reducing every aspect of IT in some way or another. Whether it be something as simple as a user entering a ticket instead of calling or sending e-mails (which can also be used to create a ticket), to full support offerings from the AI component. …
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Automated Workflow

New AI Chatbot is very useful - SysAid copilot, Chatbot predicts the solution much faster. Implementation of AI Chatbot has helped the end users without relying on calling the ServiceDesk. It is useful in generating clear reports to analyze the Data more efficiently. Optimized the ticket …
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Automated Workflow

The routing of the ticket works very well. It has reduced the number of tickets each admin receives . We have standardized the most common processes which helps reducing the time to resolve a ticket, implemented over 400 routing rules across 10 companies. The workflows are much improved with the …
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Automated Workflow

SysAid has features that allow you to create specific templates for specialized services, from a mouse to a software development requirement. Once these templates are created and made available to the user, the user can select from a set of services that will automatically categorize and target a …
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Automated Workflow

It has allowed us to spread out our workload. Beforehand because of the disorganised mess multiple tickets weren't being addressed until they were business critical.
Now, because we can track everything easier, it allows us to keep on top of what needs doing and we now have a significantly reduced …
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Automated Workflow

My workload has been decreased with the automation of process using SysAid. I can mention the password self service. This feature is very used for the users and the amount of tickets has been decreased. The tickets that are created using the email rules is another function very useful, that has …
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Automated Workflow

Using the SysAid AI chatbot has been interesting, but I am not sure if it has reduced the number of tickets. It may have increased the number of tickets because it lowered the effort barrier to actually submit a ticket.
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Automated Workflow

easy of handling all the tickets, and support service that we can provide to our users.<br>The sysaid workflow has been a game changer for our new hire tickets , where the tickets are created as ease , the manager is able to input all the details at one point , the easiness of transferring the the …
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Automated Workflow

SysAid's Automate Joe has helped take some of the workload off our staff. We love the self service portal and need to beef up our KB to allow staff to resolve more issues on their own.
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Automated Workflow

The SysAid Self Service portal has enabled us to target end user requests with our existing knowledge base. As users type keywords a series of KB articles are suggested to them, we can also see how many times these articles have been viewed which is extremely valuable to us when assessing our …
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Automated Workflow

Using Ai & the built in Knowledge base has allowed our employees to find answers to their questions before opening a ticket. It has reduced our ticket numbers quite a bit compared to our last system
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Automated Workflow

We are using the SysAid CoPilot tool and this has saved us about 10% of tickets getting into our system by end-users using the self-help over the last year. This is a time savings for our help desk staff to focus on other activities.
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Automated Workflow

For now, users are able to access self-service features from our knowledge base on SysAid.
AI features has been incorporated to allow efficient logging and resolution of logged tickets.
We have been able yo create a number of workflows for process approvals and implementations. Also, for issues …
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Automated Workflow

Users and administrations are both positively impacted. Having a thorough KB allows users to solve their issues without having to wait on an administrator. <br><br>Administrators arent impacted by small tasks that users can resolve themselves.
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Automated Workflow

Staff dont generally use the portal, however we do have Teams integration which has proved popular. As our organisation uses Teams as its primary communication platform, users are already engaged and have found it very easy to use the SysAid app to report and track issues.
Very useful integration …
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Automated Workflow

End users are using Self service portal as both communication tool and also self support tool. Users are also using options as knowledge base/ support chatbot. Overall it reduced many simpler problems which users experienced. Simple things can be resolved by end users so IT can focus more on other …
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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

Video Reviews

2 videos

View Playlist
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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SysAid

SysAid

N/A
Unavailable

What is SysAid?

SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.

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

Would you like us to let the vendor know that you want pricing?

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Freshservice

Freshservice

$29
per month per agent
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.

Spiceworks Help Desk

Spiceworks Help Desk

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

8.9
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.1
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

9.3
Avg 8.5
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Product Details

What is SysAid?

SysAid is an IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. SysAid’s AI is purpose-built for IT, with security and governance built in.

SysAid's workflow automation streamlines processes like employee onboarding and incident management, facilitating task completion and scalability. The asset management feature integrates with the service desk, providing IT teams with data to resolve issues.

SysAid offers insights into team performance with data summaries, forecasts, and recommendations, enabling IT leaders to make informed decisions.

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

SysAid Screenshots

Screenshot of 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.Screenshot of Ticket Journey - Admins can deep dive into the history and context of a ticket, quickly, with ticket journey filters, while reviewing a chronological, consolidated view of everything to help reach a resolution, faster – including all actions takenScreenshot of Ticket Queue - A consolidated, easy-to-navigate view of the ticket queue to help admins resolve issues more more efficiently.Screenshot of AI Chatbot - A Conversational self-service experience that uses Generative AI to help employees work through issues by delivering answers based on what it has learned by absorbing knowledge base articles, internal data, and ticket resolution historyScreenshot of Workflow Automation - Digitize workflows and processes without coding or scripting. Automate complex processes with simple design and editing capabilities, and real-time visibility of the end-to-end process.Screenshot of the SysAid AI Agents that empower IT teams with intelligence that thinks, learns, and acts securely. Designed to enhance—not override—IT operations, they anticipate needs, make informed decisions, and adapt responsibly

SysAid Video

SysAid for IT Managers

SysAid Integrations

SysAid Competitors

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
whistic readyRead SysAid Technologies's Security Report on Whistic Security Network™

Frequently Asked Questions

SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.

Freshservice, Cherwell Service Management (discontinued), and ServiceNow IT Service Management are common alternatives for SysAid.

Reviewers rate Organize and prioritize service tickets and Subscription-based notifications highest, with a score of 9.6.

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 From Top Reviewers

View all reviews
(1-5 of 183)

SysAid - Simple and easy solution.

Rating: 10 out of 10
Incentivized
April 22, 2025
GT
Garan Thomas
Desktop Support Engineer
Simbec-Orion Group (Biotechnology, 201-500 employees)
Vetted Review
Verified User
SysAid
2 years of experience
View profile
Use Cases and Deployment Scope
SysAid is being used by the IT department and Facilities department to facilitate service requests and IT incidents.

We use it to support our e-learning, finance, IT and new starters team. It has addressed the issue of users contacting IT for support and helps us report on common issues, returning issues and helps us stay on track with user requests and incidents.

My SysAid Review

Rating: 10 out of 10
Incentivized
May 05, 2025
pa
peter awortwe
IT Asset and Configuration Analyst, Service Catalog Manager, Knowledge Manager
Eprocess ISA (Information Technology & Services, 51-200 employees)
Vetted Review
Verified User
SysAid
3 years of experience
Verified on LinkedIn
Use Cases and Deployment Scope
We use SysAid for our ITSM and Asset Inventory. SysAid address our business case of logging incident and tracking to resolution. Change management team has been able to address audit issue of ability to track changes per ITIL standard. Asset Inventory and CMDB has also be marked out of audit. We are currently using SysAid Knowledgebase module to drive our AI initiave to help users have a faster self-service

Great Tool for ITSM.

Rating: 9 out of 10
Incentivized
December 19, 2024
KS
Kacian Smith
Technical Support
eGov Jamaica Limited (Information Technology & Services, 201-500 employees)
Vetted Review
Verified User
SysAid
3 years of experience
Use Cases and Deployment Scope
As our company's leading platform for managing IT services, SysAid streamlines asset tracking, ticket management, and reporting to increase productivity and user satisfaction. Through automation and proactive management, it tackles important issues like centralizing IT operations, decreasing downtime, and allocating resources as efficiently as possible. While the knowledge base and reporting tools speed up resolution times and facilitate data-driven decision-making, the self-service portal allows users to handle minor issues independently. SysAid is essential to managing IT assets, maintaining compliance, and providing reliable, superior service for internal IT requirements and external customer support.

SysAid is a fantastic tool for any IT department

Rating: 10 out of 10
Incentivized
December 17, 2024
RH
Richard Hudson
IT Manager
Sturgill Turner Barker and Moloney PLLC (Legal Services, 51-200 employees)
Vetted Review
Verified User
SysAid
5 years of experience
Use Cases and Deployment Scope
Our firm has used SysAid for over five years now. SysAid has effectively reduced the amount of time IT staff was needed for many daily tasks. SysAid provides help desk ticketing, remote control, hardware and software tracking, and now includes AI. The AI feature is going to be a game changer for us. Users now have the capability to access the Self Service Portal and ask a question regarding an incident or request and receive an answer immediately. If the AI generated answer is not sufficient or does not resolve the problem, it will create a ticket that will be assigned to an IT staff member. This will greatly reduce the amount of time staff is needed at a user's workstation.

Quick and Easy Management of a customer database and ticket system.

Rating: 9 out of 10
Incentivized
March 26, 2025
LD
Lisa DeMahy
Billing Administrator
Assembly Software (Computer Software, 51-200 employees)
Vetted Review
Verified User
SysAid
4 years of experience
Use Cases and Deployment Scope
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.
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