SysAid Reviews & Ratings 2025

Name: IT Manager? You Must Try SysAid
Uploaded: 2024-08-14T09:34:42.000Z
Duration: 1 min 29 s
Description: SysAid for IT Managers

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.

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...

Lisa DeMahy

Administrator - Finance and Accounting

Billing Administrator

Assembly Software

4 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...

Yaakov Aflalo

C-Level Executive - Information Technology

C.I.O.

Rafa

11 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...

Vijay Kumar

Manager - Information Technology

Service Desk Manager

The Jewish Board of Family and Children Services

6 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....

Kacian Smith

Administrator - Customer Service

Technical Support

eGov Jamaica Limited

3 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...

Richard Hudson

Manager - Information Technology

IT Manager

Sturgill Turner Barker and Moloney PLLC

5 years of experience

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 …

Incentivized

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. …

Incentivized

Automated Workflow

It has allowed technicians to avoid numerous phone calls by receiving tickets through the system. They can resolve issues simply through emails and remote assistance than having to spend hours on a phone call.

Incentivized

Automated Workflow

Unfortunately, we do not use the self-service troubleshooting option enough, so I cannot elaborate on this topic.

Incentivized

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 …

Incentivized

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 …

Incentivized

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 …

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 …

Incentivized

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 …

Incentivized

Automated Workflow

This has been helpful as workflows have effectively decreased the workload while affording us peace of mind knowing the workflows are effective.

Incentivized

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.

Incentivized

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 …

Incentivized

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 …

Incentivized

Automated Workflow

SysAid has made the whole experience much more accessible for everyone.

Incentivized

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.

Incentivized

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 …

Incentivized

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

View all pricing

SysAid

N/A

Unavailable

What is SysAid?

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

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

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

9.6
Organize and prioritize service tickets
(179) Ratings
Prioritize tickets to ensure most urgent are tackled first
7.9
Expert directory
(146) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
8.7
Service restoration
(127) Ratings
Impact assessment and automated fixes for common problems
8.4
Self-service tools
(173) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
9.6
Subscription-based notifications
(129) Ratings
Users subscribe to notifications for ticket updates
9.1
ITSM collaboration and documentation
(147) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
9.2
ITSM reports and dashboards
(156) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

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 8.5

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Product Details

About
Integrations
Competitors
Tech Details
FAQs

What is SysAid?

SysAid is an ITSM software platform that enhances IT service delivery. It features AI Agents, AI-powered chatbots, workflow automation, and asset management. SysAid's AI Copilot aids IT agents by categorizing and routing tickets, providing case summaries and sentiment analysis. The AI chatbot, available via chat, email, and Microsoft Teams, offers quick answers for end-users, ensuring a consumer-grade support experience.

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's blend of AI features, automation, and asset management makes it a comprehensive ITSM solution for delivering exceptional IT service.

SysAid supports organizations of all sizes and industries, from SMBs to Fortune 500 companies. Every SysAid edition, from Help Desk to ITSM, can be customized according to the needs of businesses.

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 taken

Screenshot of Ticket Queue - A consolidated, easy-to-navigate view of the ticket queue to help admins resolve issues more effectively and 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 history

Screenshot 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

TeamViewer
Trello
Slack
OneLogin by One Identity
LogMeIn Rescue
Skype for Business / Lync (discontinued)
Microsoft Teams
Zapier
CAS
Atlassian Jira
Okta
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

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	Read SysAid Technologies's Security Report on Whistic Security Network™