Skip to main content
TrustRadius
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.

Read more
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

View all 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
Return to navigation

Pricing

View all pricing
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

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

59 people also want pricing

Alternatives Pricing

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…

Return to navigation

Product Demos

SysAid Interactive Product Tour

www.sysaid.com
Return to navigation

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
Return to navigation

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%
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(213)

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Tau Garo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
SysAid is being used across our business. We have administration teams based in each of our remote branch offices and retail shops and these are the people who have been set up with access to SysAid through the web portal. Our team finds this very helpful because they're able to raise service or incident requests as soon as possible without having to call the helpdesk number. We also have the helpdesk email available and many of our users choose to utilize this as well. The end users are then able to track the progress on their tickets as to the IT support tech that's assigned to the task and the basic progress of the work being done to resolve or service their requests.
  • Categorization of the various different types of service or incident requests.
  • Project management module. We are starting to utilize this to capture all our project related activities and tasks.
  • Change management module. We are also starting to capture our changes in SysAid and therefore are able to provide reports and evidences of changes to our external auditors.
  • Perhaps interfacing with monitoring tools such as PRTG. This would enable tickets to be raised from the errors that are generated from the monitoring tool.
  • Business intelligence reporting, dashboards.
  • Expand to manage other maintenance and tech services such as for property, vehicles, electrical appliances, etc.
SysAid is well suited in terms of managing IT service and incident requests. The application provides the repository for all IT related activities. My team captures everything they do on SysAid to show the levels of efforts, tickets, tasks, changes, projects, etc. that each of them is working on. A great tool in managing our IT-related activities, service, or incident requests. For our business we have a property and technical services division. With every electrical and electronic appliance we sell, there's a warranty and service attached to it. With our property department we run a large maintenance team. Initially we thought of utilizing the service feature in SysAid to try and manage the maintenance requests in these two other departments but the features didn't permit it. Perhaps something to look at.
Incident and problem management (7)
42.857142857142854%
4.3
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
Service restoration
N/A
N/A
Self-service tools
100%
10.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
N/A
N/A
ITSM reports and dashboards
N/A
N/A
ITSM asset management (3)
N/A
N/A
Configuration mangement
N/A
N/A
Asset management dashboard
N/A
N/A
Policy and contract enforcement
N/A
N/A
Change management (3)
80%
8.0
Change requests repository
100%
10.0
Change calendar
70%
7.0
Service-level management
70%
7.0
  • Team is more focused and engaged with the list of assigned tasks, activities via tickets raised and assigned.
  • End users are able to track the status of their requests, tickets from start to closure.
  • Changes and projects are raised in the same repository making tracking, governance, and reporting more efficient, professional.
I joined my company Brian Bell & Company Ltd in November 2019. Before this I was employed with a mining company and invested in the ServiceNow ITSM service management system. Pretty pricey in terms of the software licensing and implementation. We had to engage with a solutions integrator, which was a significant cost to the business. With SysAid, the software was already purchased but it was not configured and used. Upon enquiring I was advised we had a couple of consultancy hours available and I set out to utilize this to configure the system and to get it operational. All it took was the utilization of these hours online with a SysAid consultant, time and effort from my team, and a few more online sessions and we were up and running with the system. SysAid has all the modules to run an IT service management system for an organization and is cost effective and easy to set up. I would highly recommend it to other customers.
300
Retail, manufacturing, supply and distribution, sales, warehousing, technical services, property management, asset and project management
10
IT Systems Administrators
  • Recording ICT Requests
  • Tracking ICT Requests
  • Reporting ICT Team Activities
  • Self service login for raising requests
  • Tracking of tickets
  • Recording of service or incident requests
  • Project Management
  • Change Management
  • Self Service Password
Because it is the only tool that my IT team uses as a repository for capturing all ICT service and incident requests from the business. The tool enables me to report on the activities of the team and types of services and incidents that my attends to on a daily, weekly and monthly basis.
No
  • Price
  • Product Features
  • Product Usability
At the time I started the product was purchased but not fully implemented. From my previous experience with a similar ITSM tool, I decided to look into the product by contacting the SysAdi and through their great help and support we implemented the solution, trained our team and deployed its usage to the business.
Not much as I believe SysAid has all the features and functions to meet the expectations of a fully deployed ITSM system.
  • Implemented in-house
No
Change management was a big part of the implementation and was well-handled
Being able to communicate the changes better.
  • Categorization
  • Training of end users
Not really but the support team were brilliant and extremely helpful.
  • Online training
  • in-person training
My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.
Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.
The team are very responsive. Despite some challenges with regards to the difference in time zones we at most times receive the support in a timely manner.
Three years as we have confidence in the product to meeting our expectations.
No
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.
SysAid meets or has all the features and functions of an ITSM tool. I have used ServiceNow, and SysAid is similar but is more cost effective which is a great benefit to a business of our size. Couldn't be more happier and satisfied.
  • Enabling end users the ability to raise tickets for ICT requests
  • Categorization of tickets for better data analysis
  • Project and change management
  • The project management at first but my team is getting the hang of it to fully utilize the module
  • The CI function. Team needs to get their head around to start entering data.
  • Configuration of SLA's so it's more realistic to our team and the business.
Easy to deploy. configure and implement.
Easily available and scalable. We have had no issues, bad experiences since the deployment of the system.
No issues as the system was properly configured, setup and deployed.
  • Nothing at this stage.
Haven't engaged in this exercise as yet.
  • PRTG monitoring system
  • Pronto Service Module
  • Cisco Meraki / Umbrella
  • File import/export
No
Not sure as I haven't been involved in any integrations.
Not much as I have no experience.
Vendor was very responsive. We always got an acknowledgement from the emails sent and there was always help available.
Very easy to work and always supportive.
Extremely professional in the management and coordination of the support offered to my team from initiation to implementation.
We were fortunate to have certain number of credits available for professional support and therefore decided to utilize this for the implementation.
Not really as I've worked with similar product called SERVICENOW and this product was extremely expensive.
No..
Yes
Upgrade went smoothly with minimal downtime and impact to the business.
  • Upgrade in certain features and look.
  • Change and project management.
  • Reporting to be allot more friendlier with some BI.
  • Dashboard customization.
No
February 04, 2022

SysAid Review

Score 8 out of 10
Vetted Review
Verified User
SysAid is used only in the IT department for the management of work orders and incidents, hardware and software inventory, and for user support. The knowledge database is also used so that users can solve simple problems on their own. The hardware inventory module is used primarily to keep preventive maintenance schedules.
  • The relationship of the tickets with the equipment to keep a history of failures
  • The creation of tickets and the suggestions of possible solutions at the time they create these for the end user
  • Inventory management, upcoming maintenance dates, warranties expiration date alerts, etc. They are very effective and very helpful for better administration.
  • The remote support function I think could be improved
  • The alerts module I think could be easier to configure
  • In the reports module it could be improved for the creation of new reports
If you have little staff and many users to whom you have to provide support, it is a perfect tool to help you keep track of work orders as well as the inventory of all your equipment. It is very intuitive for end users especially knowledge database articles which can be used a bit to decrease your workload as users can solve some simple problems on their own.
Incident and problem management (7)
98.57142857142858%
9.9
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
Service restoration
100%
10.0
Self-service tools
100%
10.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
100%
10.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
93.33333333333334%
9.3
Configuration mangement
100%
10.0
Asset management dashboard
90%
9.0
Policy and contract enforcement
90%
9.0
Change management
N/A
N/A
  • The impact has been positive since in the first year it was reflected in the decrease in work orders due to the use of articles from the knowledge database.
  • The reports module helped us to better present the information about the department's work with the company's management.
  • The projects module is also of great help for a better monitoring of the department's projects
The support is very good and fast, the attention they offer is always of a very good quality and the most important thing is that they do it in your language. Their attention is not only focused on solving problems but they also keep you informed about courses and articles to improve the use of the tool
It is a very simple tool to use, the training required to implement it is minimal and it is also very simple for end users. There is a quick guide to configure and it was the only thing we used to configure the tool. The response of the users was good to the implementation because they did not feel that it was a big change that complicated the request of tasks by the IT department.
100
Manufacturing, Quality, Engeneering, HR, Contability, Planning, Purchasing
2
A computer science graduate and a systems engineer
  • Asset management
  • User support
  • Knowledge database
  • Project task management
  • Reports on downtime and troubleshooting
  • Project management
  • Deploy sysaid in another department to manage their tasks
It has worked well for us so far and it is the best solution for us.
SolarWinds Dameware Remote Support (DRS)
No
  • Price
  • Product Features
  • Product Usability
En cuanto a la usabilidad del producto, parecía muy simple y también sería fácil para los usuarios finales. La formación de los usuarios finales fue muy rápida ya que no les resultó complicado empezar a utilizarlo. Nosotros, los administradores, también fue fácil configurarlo así como el cambio constante en las opciones es muy rápido y sencillo
First investigate about the support that is given to me, then how easy is the configuration of the software in my infrastructure and finally the issue of the price of the license since I started it in reverse, fortunately the first points mentioned above benefited me since they fulfilled with my expectations and in some cases they exceeded them
Mainly because they are softwares for remote user support and ticket management but they did not have all the features that we have with SysAid, an example is that with SysAid you can always keep the maintenance and guarantees of your equipment up to date as it alerts you with alerts for Email when they are going to expire, with the other softwares they were only focused on remote support and tickets.
  • Implemented in-house
No
  • The configuration with the firewall
It is recommended that it be synchronized with the active directory for a better experience, also using the network scanning tools are very useful both to maintain your hardware and software inventory. See all the documentation found on the portal where they suggest good practices for the use of SysAid and exploit it from the first time
  • no training
We do not request training since we use the material available on the web, but I think it would be recommended to request training from a professional since they could give you ideas on your implementation and best practices in use for both end users and administrators or the most difficult thing is the denial of change
Es adecuado, en la medida en que lo hayamos usado, no nos ha sido complicado
No
Some - we have done small customizations to the interface
We only changed the images with those of the company and it was very easy
No - we have not done any custom code
We changed the name of some text boxes since we needed to put our serial number in the equipment
No, it is not necessary, the support they provide is of the highest quality, the follow-up they do to a request is very good since they are always in constant communication until you confirm that your problem has been completely solved, although due to lack of time or due to some other situation do not respond to their emails and calls they insist until they get a response
No
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
  • Service Desk
  • Reports
  • Asset management
  • User management
  • Alerts
  • Escalation rules
Yes, but I don't use it
Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también
Ha habido pocas veces que no ha estado disponible pero siempre avisan con antelación cuando el servicio no estará activo por una situación controlada
Nunca hemos tenido problemas con esto.
N/A
N/A
N/A
N/A
N/A
It was very simple and very fast, since my English is not very good, they put me in contact with someone who spoke Spanish to facilitate the purchase process.
It is very easy, we are in contact by mail and by phone and whenever there is something new or webinars my account manager always keeps me informed of everything
The use of some extra modules to what my license covered to test them, they enabled me for a couple of months and they offered me a discount if I was interested. That has happened practically every year, they offer me the use of the module as well as documentation to configure it and use it as soon as possible
Explain your needs as clearly as possible and also what is your budget so that they give you the solution that best suits your need, if your budget is not that large, request the use of a module, make it work as soon as possible and present your results to your bosses to sell them the idea of acquiring that module
Yes
The most recent is the change of the end user portal but there was no problem with us
  • Self Service Portal
  • Remote support with team work
  • Create reports from scratch
  • From tickets they can be managed as project tasks
No
No
Kevin McCusker | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
SysAid is being used at our organization as an ITSM tool to effectively deliver IT services to our organization. We are using it for ticket management, self-service knowledge base, asset management, patch management, and reporting. The goal is to eventually roll this out to our entire global footprint.
  • SysAid ticket management is completely customizable to fit our business needs.
  • Asset management gives complete visibility into assets across the organization and reporting.
  • The self-service portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the queue.
  • Active directory integration is fantastic.
  • Customer support is excellent.
  • The onboarding process is amazing and leaves no stone unturned.
  • The integrated remote control piece works but we miss some features of a more robust product.
  • There are tons of customizations that can be made but sometimes navigation is difficult to find a setting--but the help feature is excellent.
This is the first implementation of a help desk system within our organization. Users are used to making a phone calls and getting help immediately. The end-user portal is easy for end users to navigate and submit tickets, making this transition a lot easier for our customers.
Incident and problem management (7)
85.71428571428571%
8.6
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
Service restoration
100%
10.0
Self-service tools
100%
10.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
100%
10.0
ITSM reports and dashboards
100%
10.0
ITSM asset management (3)
100%
10.0
Configuration mangement
100%
10.0
Asset management dashboard
100%
10.0
Policy and contract enforcement
100%
10.0
Change management (3)
66.66666666666667%
6.7
Change requests repository
100%
10.0
Change calendar
N/A
N/A
Service-level management
100%
10.0
  • We have never had a system in place to categorize and keep track of incoming requests, and SysAid had made this an easy transition.
  • SysAid is one of the more affordable options when compared to other products in this space.
  • SysAid was one application that we looked into that provided us the single pane of glass with all the needed features in one easy-to-use cloud-based application.
Chat is very responsive and straight to the point.
There are a few user interface issues that we are seeing especially in the Project Management piece that would need to be improved upon
The Onboarding process was very helpful and well planned out.
None at this time.
7
Information Technology
3
They are Information Technology professionals ranging from Help Desk to Global IT Manager
  • Asset Tracking
  • Ticket Tracking
  • Customer Portal
  • Patch Management
  • Remote Control Capability
  • Workflows to enhance productivity
  • Project Management
  • Onboarding/Offboarding
  • Allowing more IT personnel from other locations access
We will definitely renew our subscription as well as adding additional locations to the cloud.
Symantec Advanced Threat Protection, Microsoft 365 (formerly Office 365), Veeam Backup & Replication, Cohesity Helios, SentinelOne
No
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
Single most important factor was the product features coupled with the price of the product. Cheaper then the majority of others we looked into.
None at this time
SysAid was the one product that had every ITSM tool that we needed, was a single application, and offered at an affordable price.
  • Implemented in-house
Yes
Weekly call that allowed us time to prepare for the next steps.
Change management was a major issue with the implementation
  • user adaptation
  • changing users mindsets to submit requests
It probably took us longer than most to get things setup, configured and used because of our companies fear of change.
  • Online training
Our setup and onboarding was fantastic.
The training and onboarding that we had was fantastic and very helpful.
Very complex setup with a lot of options in different menus
Use the SysAid onboarding team to help get things setup. If you dont, good luck!
Some - we have done small customizations to the interface
Very easy to do the customization.
Some - we have added small pieces of custom code
not too difficult for what we wanted to do.
None that I can remember.
We do not purchase premium support nor did I know that it was an option.
Yes
Yes
During the onboarding process
  • Asset Management
  • Ticketing submissions for customers
  • Initial Setup takes a lot of time and dedication
  • Workflows are not easy to setup but help from their onboarding team was awesome
Yes
Not an app but just using a mobile web browser
It is very easy to add more locations and technicians to our instance since it's in the cloud.
No unplanned outages that we have experienced so far.
Pages load quickly and are very responsive.
  • Anydesk remote support tool
Not that I am aware of.
  • File import/export
none
Have not had to integrate at this point
n/a
Easy to communicate with no sales pressure.
Fast response when needed.
1 year term
none
No
  • Bug fixes
  • Updates to the UI look would be nice
  • Project Management tasks usability
No
No
Score 8 out of 10
Vetted Review
Verified User
Incentivized
SysAid is used by the whole department in my company. This tool is used to create a ticket, service request, change request, problem request, etc. This tool is associated with Control-M, so whenever we receive any failure or a long running job or a job that is not executed on time in the control-M, we receive a ticket against it on SysAid
  • Easy to create any service request
  • We can assign multiple tickets for same group at the same time
  • Easy to close the tickets as well as service request
  • Easy to use
  • No training required to use it; just two to three KTs are enough
  • Sometimes when we assign multiple tickets to the same group, it lands in some other group
  • It logs off in few minutes
  • A little slow as compared to some other ticketing tools like Maximo
  • It is an essential ticketing tool
  • Easy to operate
  • Ticket and service requests are easy to create
Incident and problem management (7)
82.85714285714286%
8.3
Organize and prioritize service tickets
80%
8.0
Expert directory
70%
7.0
Service restoration
90%
9.0
Self-service tools
80%
8.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
90%
9.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
80%
8.0
Configuration mangement
70%
7.0
Asset management dashboard
80%
8.0
Policy and contract enforcement
90%
9.0
Change management (3)
83.33333333333334%
8.3
Change requests repository
80%
8.0
Change calendar
90%
9.0
Service-level management
80%
8.0
  • Easy to operate
  • Ticket creation and SR creations are very easy
  • Multiple assignment of the tickets is a major problem
  • Multiple assigned tickets of the same groups some times land in some other group
I have been using this tool for the last two years, and being an IT professional, I always used to review the tools. This is an essential ticketing tool and moreover it is cheaper than other ticketing tool.
  • It is a very useful tool to create tickets
  • Easy to use
  • No additional training is required to use this tool
  • Very user friendly
  • Closing of the tickets is very, very simple



4000
It is used to create of tickets, Service requests, Problem request, Change record, Emergency change, chat console, chat sessions.
It provides admin portal as well as personal portal.
9
  • ticket creation
  • assigned the tickets to other queue
  • create the service request
  • Multiple assignment of tickets are its major issue
  • It is easy to use
  • user friendly
  • cost effective
  • Will use it in future also
Essential tool
Avigilon Access Control Manager (ACM), IBM Maximo
Not Sure
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
It is cost effective so will recommend this tool always.
I have used Maximo in my last company and I have experienced that SysAid is better than Maximo
  • Don't know
  • I am just a user so can't comment of implementation part.
I am just a user so can't comment of implementation part.
  • no training
Yes, It is very very simple tool to learn. It will take hardly 2-3 KTs. No as such addition training is required to use this tool.
unsure
Yes
Issue with multiple assignment of same group's tickets at the same time,

When we assign multiple tickets of the same group to some other queue. some of the tickets lands in some different queue.
Always when needed any help.
  • Creation of tickets
  • Creations of service requests
  • Very user friendly
  • Easy to use
  • No addition training is required to use this tool. just 2-3 KTs are enough
  • It provides self and Admin portal
  • Chances of landing the tickets in some wrong queue if we assign multiple tickets at the same time.
  • Auto logged off in just few minutes.
No
This is very reliable and essential ticketing tool.
It is always available and whenever need any maintenance, we receive an outage mail prior the outage.
No, In my company it is integrated with the Control-M and when ever we receive any incident of the control M console, we receive a ticket at the same time on SysAid.
Return to navigation