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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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Learn from top reviewers

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...
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Lisa DeMahy
Administrator - Finance and Accounting
Billing Administrator
Assembly Software
SysAid4 years of experience

SysAid Helpdesk

Rating: 9 out of 10
February 12, 2025
IncentivizedVetted ReviewVerified User
The system is used in my organization as a call and knowledge management system for the IT department. We have been using it for over 10 years. The system is user-friendly and...
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Yaakov Aflalo
C-Level Executive - Information Technology
C.I.O.
Rafa
SysAid11 years of experience
Verified on LinkedIn

SysAid is One of the Simplest and easiest Ticketing tools

Rating: 10 out of 10
January 15, 2025
IncentivizedVetted ReviewVerified User
SysAid is the primary ticketing tool used in my organization. I am one of the major Administrator in SysAid I worked with SysAid support to migrate the services to cloud. Afte...
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Vijay Kumar
Manager - Information Technology
Service Desk Manager
The Jewish Board of Family and Children Services
SysAid6 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....
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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...
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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

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

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

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

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

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

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

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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Automated Workflow

The workflow creation tools are not as intuitive as I would like them to be. We would use them more if they were easier to create/maintain. We do currently have several workflows already created that help when approvals are required. But there could definitely be more.
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Automated Workflow

Using the self service portal, we have been able to implement workflows to allow our internal control stall to directly resolve tickets of other staff without having to necessarily be administrators, this has significantly reduced the cost to purchase licenses for our over 100 ICs. Implementing …
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Automated Workflow

SysAid has a bot in place that provides users with self-service. Here, users can chat freely with the bot and receive instant answers, thereby reducing the number of Tickets logged to resolvers and Users receiving quick resolution to issues raised. SysAid workflows allow for requests to be …
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Automated Workflow

We are trying to use this more and more as we go, but as of now, we are not using automation other than email routing. I would like to be able to add some additional automation, like creating child tickets, as that would be helpful when multiple departments have to do different tasks from one …
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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 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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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 8.1

ITSM asset management

Managing all IT assets and enforcing policy rules

8.2
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

9.3
Avg 8.4
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Product Details

What is SysAid?

The SysAid platform enables organizations to elevate service delivery. Infused with generative AI integrated into every facet of service management, SysAid's interface and fully conversational user experience are designed to bring a paradigm shift in operations. SysAid empowers IT admins and Service Management leaders to improve productivity.

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 the IT Ticketing DashboardScreenshot of the AI ChatbotScreenshot of a Ticket JourneyScreenshot of the Workflow DesignerScreenshot of the interface for monitoring and fine tuningScreenshot of an AI Case SummarizationScreenshot of the AI AuthorScreenshot of Al Intelligent CategorizationScreenshot of the Ai Emailbot

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

Reviewers rate 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

View all alternatives
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Reviews From Top Reviewers

View all reviews
(1-5 of 180)

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
Pros
  • Reporting
  • SLA Management.
  • Ticket Management.
  • Transactional Survey.
Cons
  • Limited Customization.
  • Cost for Additional Features or move to the Cloud Version.

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
Pros
  • Help Desk Ticketing works well and integrates easily with e-mail. IT staff is immediately notified when a new ticket is created.
  • Device management and inventory is easily tracked within SysAid. A full report is easily generated for a device detailing hardware and software specifics.
  • SysAid Copilot AI is phenomenal. It has been designed with the end user in mind. The user can speak to the prompt in natural language and expect a custom response according to their incident or service needs.
Cons
  • The built in SysAid remote control feature could be improved upon. It often does not render the full screen and the pointer does not line up with the location on the remote computer.
  • A file transfer capability would be beneficial. TeamViewer, which is integrated into our SysAid, resolves this, but it would be nice to have this feature built directly into the system.

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
Pros
  • SysAid provides detailed information regarding a customer account.
  • SysAid provides the ability to email customers once a support ticket has been reeived, worked on and/or completed.
  • SysAid provides the ability to reassign tickets and keep detailed activity while a ticket is being worked on.
Cons
  • Directly forwarding emails submitted by customers to other employees.

SysAid Helpdesk

Rating: 9 out of 10
Incentivized
February 12, 2025
Pros
  • calls and knowledge management
  • reports
  • assets management
Cons
  • Organizational knowledge retention
  • AI Insights

SysAid is One of the Simplest and easiest Ticketing tools

Rating: 10 out of 10
Incentivized
January 15, 2025
VK
Vijay Kumar
Service Desk Manager
The Jewish Board of Family and Children Services (Hospital & Health Care, 1001-5000 employees)
Vetted Review
Verified User
SysAid
6 years of experience
Pros
  • Implementation of AI Chatbot has helped the end users without relying on calling the ServiceDesk
  • Tickets get refreshed faster. There is no latency
  • Easily trainable to new staff
  • Integration with MS Teams
Cons
  • Whatever we implemented inside SysAid, everything seems to be working fine at the moment
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