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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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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 …
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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 …
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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 …
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How SysAid Differs From Its Competitors

Automated Workflow

We do not use self service enough, we have used it for simple processes like account resets etc but we could build workflow for a lot more
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Automated Workflow

The team's service time was significantly reduced, feeding the knowledge base with the company's data documents significantly reduced the number of calls because when trying to open the ticket, the user receives a pop-up if they type one of the keywords with instructions for them even to solve …
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Automated Workflow

Sadly we have not invested enough time into setting up and adding to our KB to support end users solving tickets themselves. Even with the few articles we have, our end users still contact directly. I do see the value of having the ability and we still have plans to utilize that more. As for …
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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

The teams bot is useful as another means for users to log calls, they select the relevant categories so we know what they need help with as sometimes with email there is no subject heading. We do look forward to when Teambot can also link to the knowledgebase to suggest articles that the end user …
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Automated Workflow

Automation saved a lot of time. We do not need to look into everything manually and check those issues because of automation. It is very helpful in managing the workload of the team members. Workflow tools are very advanced so the tasks can be completed quickly and efficiently. These features …
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Automated Workflow

SysAid's self-service portal doesn't actually work on our end due to the need for extra functionality. It's only available in packages that cost more which is a major downside. I believe it should exist within the basic packages. It hasn't majorly affected our workload as we didn't have a …
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Automated Workflow

The status of the ticket is conveyed to the requester. It is helpful in conveying the current stage of the ticket. The requester will also be well aware of the current status of the ticket. Like whether the ticket has been take up by the process manager or it is in progress. They can also easily …
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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.
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Automated Workflow

We just started implementing Automation and self-services, it has already reduced the number of tickets by 15%, and we can see this growing every month. Team integration is a great addition to the product to assist with quicker resolution times and higher client satisfaction as everybody these …
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Automated Workflow

We use the portal for the users to access so they can self enter ticket's, but we have not entered a lot of information yet for users to assist themself since many of our employees do not have laptops or desktops so most ticket are entered by email. But the info on the portal had worked for the …
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Automated Workflow

The routing of the ticket works very well. It has reduced the number of tickets each admin receives. It is a shame the routing rules are not used in teams integration as well. We have standardized the most common processes which helps reducing the time to resolve a ticket. The workflows work fine …
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Automated Workflow

SysAid's automation has been great, some things can slip through filters or into the wrong queue occasionally but it is incredibly infrequent and likely due to personal configurations. SysAid manages tickets which saves me a lot of time managing queues and allows me to help more people in a day.
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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

We have only begun to scratch the surface of using the Workflow in SysAid. But the few we have created are working wonderfully. We are no longer awaiting returned emails for approvals; SysAid takes care of reminding the approver if they have not been approved or rejected within a certain time …
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Automated Workflow

Unfortunately, we have yet to implement the self-serve portals or automatic processes. We are currently migrating to M365. Once that is complete, we will integrate M365 with SysAid's portals and automated processes.
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Automated Workflow

Sysaid enabled us to build a ticket management model that suited our needs. SysAid provides the ability to create workflows to handle incidents, problems, and customer requests accurately and according to our paths and needs. It is a very flexible software.
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Automated Workflow

Information Technology has created various help guides and documents that assist our employees when implementing tickets. Microsoft Teams integration has created a common, known platform where end users are able to submit new requests or follow up on existing cases in an easy-to-follow workflow. …
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Automated Workflow

Automation has been something we have not used due to its complexity and few staff who would use it. Since we are a smaller company its been in our best interest to dedicate teams to review items rather than automate the process due to workflow restricitions and audit purposes. RMD however will …
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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

View all 13 features
  • Self-service tools (148)
    8.7
    87%
  • ITSM reports and dashboards (132)
    8.7
    87%
  • Organize and prioritize service tickets (154)
    8.7
    87%
  • Asset management dashboard (132)
    8.3
    83%

Reviewer Pros & Cons

View all pros & cons
Verified User
Engineer in Information Technology
Security & Investigations Company, 501-1000 employees
Verified User
Administrative Assistant in Professional Services
Consumer Services Company, 11-50 employees

Video Reviews

2 videos

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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

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

61 people also want pricing

Alternatives Pricing

Freshservice

Freshservice

$19
Per Month Per User
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

8.4
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

8.5
Avg 8.4
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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 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, and ServiceNow IT Service Management are common alternatives for SysAid.

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%
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Comparisons

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Reviews and Ratings

(214)

Attribute Ratings

Reviews

(1-25 of 51)
Companies can't remove reviews or game the system. Here's why
August 30, 2022

Handy ITSM tool

Verified User
Analyst in Information Technology
Financial Services Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Support Rating
9
They are very prompted to help you and keep contact all the time to make sure things are as expected.
May 19, 2022

SysAid, a great helpdesk software

AC
Andry Campos
Soporte Técnico
Asociación La Nacional de A y P (Financial Services, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
I gave this rating because the support is very good and they have calificated technician that can help you when you have an issue or doubts about some process. The communication for email is fast and they give good answers to your questions. The unique that I think they need improve is add more spanish support for the customer that dont have fluently english
February 04, 2022

SysAid Review

CR
Cesar Omar Ramirez Garcia
bachelor's degree
Specialty Steel Products, Inc (Furniture, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Support Rating
10
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
January 19, 2022

If you want to implement ITIL, SysAid must buy!

JV
José Villalta
Applications Support
ONELINK (Information Technology & Services, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
Since the implementation of the tool, the support that gave us their support has been fundamental for the implementation of the total operation of the application. Likewise, in moments where we have seen special requests from our company, it has been support who as soon as possible has supported us to solve and if necessary develop our requirements.
January 11, 2022

Hindsight of SysAid

Shamin Muthukumarama | TrustRadius Reviewer
Shamin Muthukumarama
Application Support Consultant
Brandix (Apparel & Fashion, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Support Rating
9
The team is friendly, caring, and has better communication and quality of work with the highest standard and professionalism. The team is giving better follow-up on the closing tickets with 100% customer satisfaction. Efficient support and always spot on.
January 03, 2022

Need an IT Service Management System that can address all your ITSM needs without digging a huge hone in your pocket? SysAid ITSM is for you

CM
Corus Mabulwana
Senior Service Desk Technician
University of Limpopo (Higher Education, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Support Rating
8
Whilst the support is great, I feel there's still room for improvement as I have suggested to them since their first line of support tend to not understand what we require assistance on, and will at times ask really frustrating questions, and for someone who knows what they are looking for, more especially having done it before, it can be frustrating. Training of what the system can do and how it [works] is required for their First Line Support Team, but I must admit, once the ticket is assigned to the right person or tier, it takes a very short time to resolve the issue at hand.
December 28, 2021

SysAid makes it all better

DJ
Dave Joseph
IT Helpdesk
Caribbean Airline Limited (Airlines/Aviation, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
Always available to assist, responses are a team effort with updates along the way. had a couple complex problems that the team was able to escalate and sort, it did take a while but updates were always forthcoming which made the process more tolerable, things are also done in a way that you learn to troubleshoot as you go along
December 27, 2021

SysAid is cool and easy

Verified User
Technician in Information Technology
Consumer Services Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Support Rating
10
Help is fast, very professional; you always receive what is expected. I'm very happy with the support. Five stars for support.
December 26, 2021

User support on site and remotely

Masmi Mohamad | TrustRadius Reviewer
Masmi Mohamad
IT Executive
Maestro Swiss Management Services Sdn Bhd (Food & Beverages, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
SysAid is a user friendly system. The system is easy to use. The support that I get is very satisfactory. I have tried other software for my company and SysAid suits us the best and can fulfill our requirements. With SysAid, we can manage our assets easily and the helpdesk is awesome
October 14, 2021

SysAid Help Desk Makes IT Management Fun

MR
Michael Reynolds
Director of IT Infrastructure and ERP
CST Industries, Inc. (Mechanical Or Industrial Engineering, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
SysAid support is fast and effective. They support their own product, so they know it well. I can expect a response to my request in less than 24 hours and often in less than an hour. Their sales, customer support, and technical support staff are experts in the area of the support request ticket, so we seldom are transferred to another support agent. Their system is well designed and one of the best of all the applications we use.
July 01, 2021

Great bang for your buck!

Samuel Laflamme | TrustRadius Reviewer
Samuel Laflamme
Spécialiste TI
Coveo (Computer Software, 51-200 employees)
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
5
We had mixed experiences with SysAid support. Some of our calls were answered promptly. Even sometimes they needed to put us in contact with their R&D team for further troubleshooting. Some other times, we were less lucky, we had a few issues with the asset management client on both Windows and Mac OSX and often the answer was not what we were hoping for.
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