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.
Moving to SysAid was a step in the right direction.
Solid, Affordable, IT Managment Tool for the Education Sector
An Analysis's view on SysAid
Review: Why SysAid is been chosen ...?
SysAid - The quicker tool for success
Handy Helpdesk Tool
Review about SysAid
SysAid Review
SysAid a beginner friendly ticket management tool
Quick and Easy Management of a customer database and ticket system.
SysAid - Value for Money with great support and service.
Great Ticket and Asset tracking solution for any business.
SysAid Review
Helpdesk
Asset Management
Remote Management
Change logs
SysAid experience
How SysAid Differs From Its Competitors
Automated Workflow
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Automated Workflow
Because of how static the workflow, creating all these different ones takes alot of time.
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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
Popular Features
- Self-service tools (147)8.787%
- ITSM reports and dashboards (131)8.787%
- Organize and prioritize service tickets (153)8.787%
- Asset management dashboard (131)8.383%
Reviewer Pros & Cons
Video Reviews
2 videos
Pricing
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
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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…
Product Demos
SysAid Interactive Product Tour
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.7Organize and prioritize service tickets(153) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 8.1Expert directory(122) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.2Service restoration(105) Ratings
Impact assessment and automated fixes for common problems
- 8.7Self-service tools(147) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 8Subscription-based notifications(109) Ratings
Users subscribe to notifications for ticket updates
- 8.7ITSM collaboration and documentation(122) 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.
- 8.7ITSM reports and dashboards(131) 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
- 8.2Configuration mangement(125) Ratings
Database for tracking and reporting all business assets
- 8.3Asset management dashboard(131) Ratings
Dashboard showing organization's software portfolio
- 8.3Policy and contract enforcement(88) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 8.6Change requests repository(113) Ratings
Single repository of all planned changes and releases
- 8.1Change calendar(93) Ratings
Calendar showing change schedule to stakeholders
- 8.8Service-level management(115) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is SysAid?
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
SysAid Video
SysAid Integrations
- TeamViewer
- Trello
- Slack
- OneLogin by One Identity
- LogMeIn Rescue by GoTo
- Skype for Business, now part of Microsoft Teams
- Microsoft Teams
- Zapier
- CAS
- Jira Software
- The Okta Identity Cloud
- 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
- Freshservice
- Cherwell Service Management
- ServiceNow IT Service Management
- Jira Service Management
- ManageEngine ServiceDesk Plus
- Zendesk Suite
- BMC Helix Remedyforce
- BMC FootPrints
- TOPdesk
- BMC Track-It!
- EasyVista Service Manager
- CA Service Management, with CA Service Desk Manager
- OpenText Service Manager
- Ivanti LANDESK Service Desk (discontinued)
- BMC Helix ITSM (Remedy)
- NinjaOne
- HaloITSM
- SolarWinds Service Desk (SSD)
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 |
Frequently Asked Questions
SysAid Customer Size Distribution
Consumers | 0% |
---|---|
Small Businesses (1-50 employees) | 10% |
Mid-Size Companies (51-500 employees) | 60% |
Enterprises (more than 500 employees) | 30% |
Comparisons
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Reviews and Ratings
(213)Attribute Ratings
- 9.1Likelihood to Renew15 ratings
- 9.1Availability4 ratings
- 9.1Performance4 ratings
- 8.8Usability41 ratings
- 9.1Support Rating51 ratings
- 9.1Online Training2 ratings
- 9.1In-Person Training2 ratings
- 8.3Implementation Rating8 ratings
- 9.1Configurability2 ratings
- 8.9Product Scalability4 ratings
- 5.1Ease of integration2 ratings
- 9.1Vendor pre-sale3 ratings
- 9.1Vendor post-sale3 ratings
- 8.8Professional Services8 ratings
- 8.5Contract Terms and Pricing Model13 ratings
- 7.9SysAid Time-To-Value65 ratings
Reviews
(1-4 of 4)SysAid--The ITSM Tool Worth Your Investment
- 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.
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 100%10.0
- Service restoration
- N/AN/A
- Self-service tools
- 100%10.0
- Subscription-based notifications
- N/AN/A
- ITSM collaboration and documentation
- N/AN/A
- ITSM reports and dashboards
- N/AN/A
- Configuration mangement
- N/AN/A
- Asset management dashboard
- N/AN/A
- Policy and contract enforcement
- N/AN/A
- 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.
- 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
- Price
- Product Features
- Product Usability
- Implemented in-house
- Categorization
- Training of end users
- Online training
- in-person training
- 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.
- Nothing at this stage.
- PRTG monitoring system
- Pronto Service Module
- Cisco Meraki / Umbrella
- File import/export
- Upgrade in certain features and look.
- Change and project management.
- Reporting to be allot more friendlier with some BI.
- Dashboard customization.
SysAid Review
- 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
- 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
- Configuration mangement
- 100%10.0
- Asset management dashboard
- 90%9.0
- Policy and contract enforcement
- 90%9.0
- 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
- 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
- Price
- Product Features
- Product Usability
- SolarWinds Dameware Remote Support (DRS) and Splashtop Enterprise
- Implemented in-house
- The configuration with the firewall
- no training
- Service Desk
- Reports
- Asset management
- User management
- Alerts
- Escalation rules
- Self Service Portal
- Remote support with team work
- Create reports from scratch
- From tickets they can be managed as project tasks
SysAid--the best of the best in ITSM!
- 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.
- 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/AN/A
- ITSM collaboration and documentation
- 100%10.0
- ITSM reports and dashboards
- 100%10.0
- Configuration mangement
- 100%10.0
- Asset management dashboard
- 100%10.0
- Policy and contract enforcement
- 100%10.0
- Change requests repository
- 100%10.0
- Change calendar
- N/AN/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.
- 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
- Price
- Product Features
- Product Usability
- Product Reputation
- Implemented in-house
- user adaptation
- changing users mindsets to submit requests
- Online training
- 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
- Anydesk remote support tool
- File import/export
- Bug fixes
- Updates to the UI look would be nice
- Project Management tasks usability
SysAid is an essential and user friendly ticketing tool
- 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
- 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
- Configuration mangement
- 70%7.0
- Asset management dashboard
- 80%8.0
- Policy and contract enforcement
- 90%9.0
- 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
- 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
It provides admin portal as well as personal portal.
- 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
- Price
- Product Features
- Product Usability
- Product Reputation
- Don't know
- I am just a user so can't comment of implementation part.
- no training
When we assign multiple tickets of the same group to some other queue. some of the tickets lands in some different queue.
- 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.