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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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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

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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
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Pricing

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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

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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…

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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

8.5
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
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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 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%
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Comparisons

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Reviews and Ratings

(213)

Attribute Ratings

Reviews

(1-25 of 65)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
The configuration process took more or less two months to work the way we imagined: weekly asset version update schedules so we know if there were any hardware or software changes on the machines, reminders of license or warranty expiration dates, open tickets, and pre-configured via email and many other things.
Score 9 out of 10
Vetted Review
Verified User
Once we got past the implementation, we were very quickly able to automate tickets, schedule patches, set up notifications, etc. Getting through the the implementation was a little challenging for us as we had a few hiccups and it took longer for us to become comfortable with creating workflows and working out the kinks. We crammed the implementation within a month's time as we were late in starting to research alternative ITSMs based on previous contract expiration. I wouldn't recommend doing that.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
SysAid is a good solution out of the box and guides you through the basics very well, onboarding assets and installing agents is very straight forward. As with most things the more time you spend the better the end product. SysAid helps to reduce the amount of time investment required to launch a fully functioning IT management tool.
December 05, 2023

Handy Helpdesk Tool

Score 8 out of 10
Vetted Review
Verified User
Incentivized
After implementation, I spent quite some time getting to grips with administering the system, but got started pretty much straight away. I used their customer support alot alongside their knowledgebase which is very thorough and easy to find the relevant help guides, you navigate to the part of the system you need help with and then you get taken to that point in their support directory
November 30, 2023

Review about SysAid

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We were able to start some tasks right away. For some tasks we had to wait some time as new status and some other features were created and we had to wait until those new items were created. But it's worth the time we had to wait.
November 29, 2023

SysAid Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Setting it up took us a while as we had other commitments in the time we ordered it initially. When we eventually sat down to configure settings, we found a lot of filler settings which is again, due to it being tailored to larger organisations. It makes sense but it just leaves a lot of functionality left alone, but it's better to be there rather than not.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It was easy after applying all the initial customization to action. The customization part was difficult, getting sysaid licenses for the process manager, adding the categories and initial customization. After that it became easy to manage the overall tickets. We were able to see all the tickets according to the process manager, categories and the status
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Easy to use, and with SysAid support and service, you can get it up and running in a short space of time, depending on your willpower and in-house skills. Very helpful and skilled support staff will make sure you are fully equipped with the knowledge you need to make the project a great success.
Martin Riggin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The implementation process was smooth. They worked with us the entire way, provided weekly calls with training and assisting us with the entire go live. It took us 3 months from start to go live, this was a very good process.
November 28, 2023

SysAid Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
I am still working on configuration.
However, the basic use of it was immediately put to use after deployment
November 28, 2023

SysAid experience

Score 9 out of 10
Vetted Review
Verified User
Incentivized
It is a very slow process. A dedicated team of a few people is needed to setup the solution with all the options. The ticket routing can be done fast, but there is a lot of dependencies and preconditions to setup the more advanced modules. Having the overview of devices in asset management is super fast, all you have to do is deploy our install the SysAid agent on the user machine.
Akosua Tiwaa Kuadzi | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Implementation was seamless, and since we had ample time to design this software to meet our needs, we hit the ground running with it. Most of the features, ticket management, and asset management were already put in place, and training of staff to begin usage only took a maximum of 15 minutes.
Score 3 out of 10
Vetted Review
Verified User
Incentivized
We seamlessly transitioned to SysAid shortly after implementation, and the onboarding experience was smooth. The platform enabled us to quickly commence asset management, ticket automation, and other essential tasks.
Simone Buoso | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
After installing the product, the vendor helped us configure it and explained through tutorials and meetings how to program it. We had to take a few weeks to optimize it as best we could, but it allowed us to create workflows suited to our needs and to create a portal to open tickets for our customers.
Bruce Barnett | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The SysAid platform replaced our previous ticketing system, and we were up and running in a couple weeks. The transition from on-prem to in the cloud was seamless to our end users, with the majority of the transition completed by Information Technology over a weekend. The Microsoft Teams rollout has been relatively easy, although it has afforded us the opportunity to clean up some of our existing templates and workflows that we were not using.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We began immediately using the software to manage assets and other items in our environment. Automating tickets is still something we dont like to do for regulatory and audit purposes. We prefer things to have human eyes in most cases due to the nature of our business and the items that coincide with it.
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