SysAid


What is SysAid?

SysAid is the next-gen of ITSM, a comprehensive platform that empowers productivity with intuitive, conversational service management

SysAid is the most advanced AI-Powered ITSM, a comprehensive platform with generative AI baked into every element of service management, all wrapped up in an intuitive, fully conversational user experience. Empowering organizations to deliver exceptional service – automagically. This delights employees with a reliable, easily accessible, and incredibly convenient service experience. Frees up admins so they can focus on more strategic tasks. And liberates organizations to unleash their true potential.

SysAid Values:
1. Enhanced MTTR — easy access for employees speeds issue resolution, aiding admins in solving complex problems swiftly.

  1. Enhanced CSAT — intuitive interface, self-serve options boost satisfaction, delivering exceptional service via preferred employee channels.

  2. Boosted productivity — IT admins focus on strategy, and employees work uninterrupted. Elevating efficiency across the organization.



SysAid currently scores 89/100 in the IT Service Management (ITSM) category. This is based on user satisfaction (88/100), press buzz (51/100), and other relevant information on SysAid gathered from around the web.

The score for this software has improved over the past month. What is this?
www.sysaid.com
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SysAid Review

Editors' Review by the IT Service Management (ITSM) Software Review Team

SysAid is an IT support and management software solution. Designed as a digital help desk, you can use it for asset management and service request purposes. It can be used to maintain and support mobile and desktop programs. With an incident system and setup functionalities, the software helps you give quality support to your clients.

SysAid Features

The platform is a centralized IT management system covering several functions. You can notify clients with it, automate your help desk, monitor your performance data, and streamline your inventory. The product also helps you streamline and improve your company’s workflow to avoid and recover from incident problems.

Automated Help Desk

SysAid lets you create a ticketing system that you can monitor from the dashboard. Emails sent to different employee accounts automatically convert to tickets. You can also automate the dissemination process. Furthermore, these tickets come with various details such as a status alert, content category, and request time.

Your clients can use self-service portals to report incidents, request services from the help desk, and chat with the support team. A unique benefit a SysAid portal has is its ability to do automatic screenshots of the incident.

SysAid can be accessed remotely. This lets you see another user’s screen and can integrate with third-party software like TeamViewer. Finally, Windows and Mac OS systems—like Windows 7, Windows 10, Sierra and Yosemite—are supported.

SysAid features screenshot help desk software it support ticket management tool it set management self service mobile device chat password reset apps industry benchmarking

Incident and Other Management Suite

Once users send you incident reports, SysAid helps you by automatically organizing and highlighting them according to priority levels. You can then select which ones to tackle first.

The program enables you to connect to your client’s computer and check their issue up close. Throughout the process, you can converse with them. This uninterrupted means of communications ensures customers get detailed instructions on how to go about helping you resolve their issues.

When the problem is solved, the incident can be saved onto a database for future assessment. You can also link it to FAQs, ensuring customers and employees alike get ample information on how to quickly resolve an issue. You can also have the system notify you and your customers via dashboard or email.

Change management is also available. System-generated workflows can be checked for system changes to review each step. You can then approve it and create other workflows via a built-in template system. You can also assign each part of the task to different employees depending on their specialty or role.

Asset Allocation and Analytics

You can redirect your clients to different assets to check on hardware or software to help them resolve incidents.

Patches for different software issues can be downloaded to your customers. You can view each patch on the dashboard, which details their functions. You can then approve their deployment upon review. When downloaded by clients, the system can automatically send each patch individually or in multiple packages.

When these products are disseminated to your clients, you can use a tracking system to check on each one. This can analyze the potential impact each file or hardware has on the client’s overall system. You can also use this to search for items that can improve their systems and suggest the assets to them.

SysAid features screenshot analytics reports dashboards KPIs understand communicate it performance business decisions

SysAid Benefits

SysAid stands out thanks to its myriad automated and manual service options. You can have various processes such as email notifications and patching prepared beforehand to help your clients. If an issue proves to be a complicated affair, you can opt to remotely view their screens and guide them on how to resolve the problem.

SysAid features screenshot tools save time money optimise personal team performance improve service delivery mobile apps system interface third party integration tasks projects Remote Desktop

SysAid Pricing

SysAid can be cloud-based or on-premise. It can be designed specifically for either a Managed Service Provider (MSP) or an Educational Center (EC).

Each of the versions—cloud-based and on-premise—can be had upon availing of one of the three pricing plans provided by SysAid’s developers. These are the “Basic,” the “Full,” and the “A la Carte” deals.

The “Basic” plan contains only IT help desk functions and management features. This is recommended if your company wants to focus only on providing suggestions. The features here include:

  • IT Help Desk
    • Email to ticket convert
    • Customizable user interface – Modify the dashboard to highlight preferred notifications.
    • Customizable survey
    • Remote screen control
    • Announcements
    • Data reports
    • Permission control for admin
    • Service record history
    • Self-service portal
    • Automatic incident screenshots
    • Due date notifications
    • Prioritization organizer
    • Customized logo
  • Asset Management
    • Automatic device detection
    • Hardware/software change tracking
    • Suppliers’ catalog
    • Software license management
    • Network discovery
    • Mobile device management
  • Analytics
    • Reports
    • Performance check
    • Admin portal
  • Administration
    • 120 asset limit
    • Company support

The second option is called the “Full” plan which extends the previous features. This allows you to further customize and reach different types of support for your customers. This plan is recommended if your company wants personalized branding and several clients in different regions. The features included here are:

  • IT Help Desk
    • Full UI customization – Change and edit different functions on the dashboard.
    • Granular permission control
    • Multiple survey questions
    • Group permissions
    • Form creations – This includes:
      • Problem workflows
      • Change processes
    • HTML customization
    • Multiple Language Support
  • Administration
    • 250-asset limit
    • Multiple company support
    • SSL support

The final edition is the “A La Carte.” Unlike previous versions, you can select which of the features mentioned can be added or upgraded from either the “Basic” or the “Full” plans. In this edition, you must purchase each desired feature individually. This is recommended if your company wants to fully personalize SysAid.

It’s worth noting SysAid has a free, downloadable demo. It lasts 30 days.

Conclusion

SysAid is an online automated IT support and management software solution. It has features for tracking incidents, making software changes, redirecting to asset catalogs, and sending email notifications. Key features in SysAid include the remote-control view of clients’ screens and the automatic screenshot of software incidents. This solution comes with a “Basic,” “Full,” and an “A La Carte” edition with various feature extensions and pricing by quote. With its wide array of features, SysAid is a software product worth considering.

IT Service Management (ITSM) Market Radar

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SysAid Product Overview

  • Asset Management

  • Change Management

  • Problem Management

  • ITSM ITIL-Based Solution

  • Bar Code Scanning and Auditing

  • SLA Management

  • service orchestration

  • Escalation Rules and Email Routing

  • Service Desk Automation

  • Help Desk Ticketing Software


Languages Supported: English, Chinese, French, German, Hebrew, Italian, Japanese, Portuguese, Russian, Spanish

SysAid Features

  • 2-Factor Authentication
  • Analytics
  • Anti-Virus
  • API
  • Batch Permissions & Access
  • Big Data
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • CRM Integration
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • File Sharing
  • File Transfer
  • Firewall
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Multi-User
  • Notifications
  • Password & Access Management
  • Project Management
  • Scheduling
  • Supplier Management
  • Task Scheduling/Tracking
  • Third-Party Plugins/Add-Ons
  • Time Management
  • Organization Management
  • Malware Protection
  • SAP Integration
  • Bug Tracking
  • Network Traffic Monitoring
  • Network Visualization
  • Network Device Performance Monitoring
  • Real-time Alerts
  • Process Modeling
  • Process Reporting
  • Workflow Management
  • Access Management
  • Status Notifications
  • Reports
  • Self-service Portal
  • Ticket Management
  • Instant Chat Integration
  • Social Media Integration
  • Call Integration
  • Knowledge Base
  • Support Forum
SysAid Pricing

SysAid Pricing Plans

BASIC For easy & efficient IT support

Custom
1 user(s) / month
  • Ticketing
  • Asset Management
  • Self-Service Portal
  • Password Reset
  • Knowledge Base
  • Remote Control
  • Advanced Reporting
  • Service Desk Automation
  • Tasks & Projects
  • Barcode CI Scanner
  • Monitoring (optional)
  • BI Analytics (optional)
  • Patch Management (optional)
  • Implementation Packages (optional)
  • Professional Services (optional)
  • Service Orchestration (optional)

FULL For ITIL-aligned mature organizations

Custom
1 user(s) / month
  • All that in Basic +
  • ITIL (Change/Problem/Request)
  • CMDB
  • Service Orchestration
  • SLA/SLM
  • Unlimited Configurable Fields
  • Third-Party Integrations
  • Multiple Email Boxes
  • APIs
  • Monitoring (optional)
  • BI Analytics (optional)
  • Patch Management (optional)
  • Implementation Packages (optional)
  • Professional Services (optional)
  • Service Orchestration (optional)

Credit card required: No

SysAid FAQs

What is SysAid generally used for?

IT Service Management (ITSM), Service Desk, Help Desk software, Ticketing System and Asset Management* IT Service Management (ITSM), Service Desk, Help Desk software, Ticketing System and Asset Management

What are some applications SysAid is commonly used in tandem with?

SysAid ITSM includes everything you need for effective IT service management (ITSM) in a single ITIL-aligned ITSM solution. SysAid ITSM includes a powerful incident and service request management module, plus other core ITIL capabilities such as problem management and change management.

Beyond these, there is also network discovery and IT asset management including mobile device management, and the modern-day IT support must-haves such as an end-user self-service portal, automated password reset, mobile apps, chat, IT industry benchmarking, and advanced workflow and automation features.

Who are the main user groups of SysAid?

SysAid's solution is used by organizations spanning all industries and sizes—from SMBs to Fortune 500 corporations.

Does SysAid offer an API?

No.

Does SysAid offer guides, tutorials and or customer support?

Support: FAQs, Community, Knowledge Base, Online Support, Phone Support, Video Tutorials.

Does SysAid integrate with any other apps?

Integrations available: Sage 50c, JIRA Software, OneLogin, Nagios XI, Trello, Microsoft Office 365, G Suite, TeamViewer, Salesforce App Cloud, Slack, QuickBooks, Asterisk, SAP.

Does SysAid offer multi-user capability (e.g. teams)?

Yes, it offers multi-user capability.

What platforms does SysAid support?

SysAid is offered in both cloud-based and installed desktop version. There are also mobile apps for Android and iOS devices.

SysAid Competitors SysAid Alternatives

SysAid Alternatives & Competitors

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GLPI
GLPI
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Datto RMM
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ServiceDesk Plus
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Freshservice
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SysAid User Reviews

Average User Rating:
4.39/5 based on 570 user ratings.
Your Rating:
User profile picture

"Good and Essential tool for ticketing purpose"


What do you like about SysAid?

Easy to use and user friendly tool for ticketing. Able to assign multiple tickets at a time. Able to link tickets to other tickets. Int includes the ITIL practices such as Incident, problem, change, Asset and configuration management

What do you dislike about SysAid?

It logs you out every after 10mins, thus is this a drawback. Sometimes does not generated tickets for alerts received on monitoring tools.

What have you been using it for and what problems did SysAid solve?

we use this for ticketing purpose. can create, update, resolve tickets . able to create problem and change tickets. able to track down issues for business purpose

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
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