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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

The way you can parameterize and organize your workflow to create a synergy between your clients and administrators. Reducing with its self-service portal the tickets generated by our internal staff and customers.
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Automated Workflow

My team has better autonomy and better organization when provide services. Our workload is much more operable and efficient. In addition, thanks to the reports, we can find the points of improvement that allow us to reduce frequent incidents. When the user visit our self-service portal and can …
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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

We have struggled to implement workflows and workflow tools. Our end users are also not using the self service portal to look at KB articles and help themselves. They still prefer to call us and have us fix things for them.
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Automated Workflow

Yes. The ability to link users with filtered questions (such as tickets containing the keyword "password") to kb articles that address those issues is very useful. Also, linking helpdesk only articles directly to tickets has helped us resolve duplicate issues much faster, especially when oneadmin …
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Automated Workflow

Our users are able to have their requests automatically resolved through Sysaid which has reduce the number of tickets, especially for informational gathering such as "What is the guest wifi password". In our organization, it has cut our ticket count down by 10%. The end-users also request for …
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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

The automated workflows helps to improve the MTTR significantly and helped our company to easily work with our developers. The workload got reduced tremendously with automatic ticket assignment and changes made on tickets. Our company still has a long way to go to use the full functionality that …
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Automated Workflow

We have implemented a couple of knowledge base articles that enable users to look for the solution before raising a ticket. Our IT team can focus on what really matters and help business to grow.
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Automated Workflow

We do our best to update the knowledge base and let SysAid automatically help with the quick resolution of easy items by end users, but I have no means of tracking how that works in practice. Overall, I would guess that our users prefer to open tickets and let us do the work rather than tackle …
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Automated Workflow

It has helped separate the workload between me and my helpdesk. Now instead of coming to me directly, they have to go through the portal first. Making it, so the system separates the tickets automatically instead of me disbursing to the correct spot myself. This has taken the burden off of me and …
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Automated Workflow

It makes it easier to trigger tasks to other teams via the workflows w/o manually telling them. Configuration of the workflows is much easier than before.
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Automated Workflow

The self-service portal is a great help in receiving help desk cases. However, the integration with email also facilitates the creation of cases and the automatic escalation with workflows towards the resolution group within the IT department. All this optimizes the attention and resolution times, …
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Automated Workflow

The automation of SysAid we use in the bank is mainly for reports from multiples departments, and for self-service windows credentials, we have a good experience with this service, right now, we are struggling with the enrollment of all the users for he self-service of windows credentials, which …
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Automated Workflow

It is an extremely useful tool because it allows you to manage the workflow in a super effective way, thus controlling the time that the development of different activities entails, and managing to promote the development of activities in a more effective way.
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Automated Workflow

It performs very well, with no slow down or blackouts. This tool makes it easy to manage several IT resources at a time. On the other hand, it is very flexible, allowing the customer to open tickets thru a Web portal and follow up on any update in the circle.
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Automated Workflow

We do use knowledge base articles for easy questions that our customers might have. This is very helpful! We do not use this very much, but it does reduce many tickets. Before implementing this specific KB Article, we saw around 5 tickets a week for a specific issue and now it has been reduced to …
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Automated Workflow

The largest difference in workload has got to be the automation of creating tickets via email. This allows the end-users to quickly put in their request without having to wait on hold to talk to a service desk. The end-user can also submit screenshots, forms, and other documentation that are then …
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Automated Workflow

The email integration aspect of SysAid saves our technicians a lot of time creating tickets. Users can email a specific email address and the system will generate a ticket from the email. This, along with the self-service portal, saves our technicians valuable time by not having to create tickets …
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Automated Workflow

We do not use the automation tool but did have a meeting with one of the reps about it to see if it would work for us. Unfortunately, it is not something that we would need to use. However, I have created several workflows and it has helped streamline all HR and IT processes!! IT and HR are not …
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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

As previously mentioned, we set up KBs and FAQ based from key words. This alone decrease our ticket workload and our community is happy to find the answers in one place instead of searching it on the web.
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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)
    8.4
    84%

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

(26-50 of 51)
Companies can't remove reviews or game the system. Here's why
January 22, 2021

SysAid is an essential and user friendly ticketing tool

Verified User
Engineer in Information Technology
Information Technology & Services Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
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.
January 12, 2021

Why I think sysaid is the best option for SD

PQ
Pablo Quintanilla
Applications Engineer
Onelinkbpo (Telecommunications, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Support Rating
10
Hello

we are happy with the sysaid support, they are friendly and always resolved our problems and they are avaliable 24/7 for us, we can chat or we can meet with them in different languages like spanish and english and when the case is scalate we recieve update for it.
January 02, 2021

Decent, inexpensive solution provided you understand the constraints

Verified User
Manager in Information Technology
Hospitality Company, 201-500 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
3
It takes weeks for any support issues to be resolved. It's a back-and-forth email tag game with support being overseas where it's almost non-helpful. I have had to leverage my account exec to get anything done. When you are able to sign up for tier-two support, it takes weeks to get it, and their calendars are booked for a week or two--and it happens at odd times like midnight due to time zone differences.
December 16, 2020

Great product

Steve Kuechle | TrustRadius Reviewer
Steve Kuechle
IT Operations Support Specialist
NuAire Lab Equipment (Medical Device, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
Great support and they get things fixed quickly. Support has help taught me many things that I didn't know about. SysAid has a great online series I didn't know I could do that. These series focus on using a specific function of the SysAid software. This past session was how to create a password reset.
December 16, 2020

An all around great tool for large organizations with unique needs.

Verified User
Team Lead in Information Technology
Construction Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.
December 16, 2020

Helper at all times

MB
MIGUEL BERRIOS
Technical Support Engineer
Zona Franca Coyol (Construction, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
Since we started the implementation project, they have given us timely attention, [and] they have constant training, through Webinars. When creating a case, the service has been very fast, and it has community support, where you can see the solutions or difficulties that other users have had.
December 15, 2020

SysAid - Simple and easy solution.

Garan Thomas | TrustRadius Reviewer
Garan Thomas
Desktop Support Engineer
Simbec-Orion Group (Biotechnology, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
SysAid support is second to none, always available to help on live chat, calling, e-mails and they are thoroughly engaging. Always finding the right people to help with any issue no matter what your expertise level is. They are truly there to assist and love doing what they do. I can't count how many times they've helped me in the same hour to resolve 99% of my issues.
September 30, 2020

Long time SysAid user

DT
David Trafford
IT Operations Manager
American CyberSystems, Inc. (Information Technology & Services, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
When we started with them over 7 years ago their support was lacking. It would take days to get a response and was bounced around to different people to fix the issue. Over the last two years it has been one of the best support teams of all of the companies we work with. Their chat is the best part of it. Most of the T1 agents that manage the chat can resolve any issues I have had.
September 08, 2020

SysAid, helpdesk tool for small and large companies and much more

AE
Andres Espinosa
Information system analyst
Esri Colombia (Information Services, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
Support with SysAid is fast and efficient, when speaking with product engineers they are very successful with the help they give the user and the follow-up to the cases is adequate. In my case, something to highlight is that I don't always need to write in English, since my main language is Spanish, and sometimes the situation is not so clearly described in English, so being able to write in Spanish and that from SysAid they respond to me understanding and giving me timely information is very helpful.
July 16, 2020

All-In-One Asset Management and Help Desk Support Software? Look No Further!

Verified User
Analyst in Information Technology
Veterinary Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
Every time I have a problem, I am able to reach out to SysAid Support. No matter what time it is, I always receive a warm response within one business day. When the initial support representative is unable to assist, my request is sent to the next tier of support. It is extremely convenient, and I feel valued as a customer.
July 10, 2020

SysAid: the system to aid

Verified User
Project Manager in Information Technology
Logistics & Supply Chain Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
An immediate response from knowledgeable consultants who are ever ready to assist. Good knowledge base. I removed 1 point because previous versions of both patches and full installations are difficult to come by. Consultants go out of their way to assist by any means possible and are very patient and friendly.
July 01, 2020

A very good, cost-effective ITSM application.

TT
Tony Tan
Application Consultant
North York General Hospital (Health, Wellness and Fitness, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
The support staff are very talented and professional. To get the issue solved effectively and efficiently, I have to ask very specific questions and do my part first in order to get the best results. They are not very good at doing hand-in-hand baby-step guiding.
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