About SysAid

SysAid is a powerful IT and enterprise service management solution that transforms agent productivity, enhances end-user experience, and drives value across your organization.

360-degree service management - Everything is cross-referenced within SysAid e.g. every ticket, asset, patch, and related item, to help you close the loop faster.

More automation, less repetition - Built-in service orchestration and service desk automation to boost your team’s productivity and slash ticket resolution.

Digital inventory made easy - Native asset management and CMDB to help you simplify the process for tracking and auditing all IT and non-IT equipment in your organization.

Simple, one-touch customer experience - Strip away the complexity of self-service adoption with an effortless, omni-channel end-user experience, enabling one-touch tickets.

Work your way - Codeless configuration, so you can configure to your specific needs, as opposed to adapting the way you work to the rigid tools provided by other vendors.

More visibility, better decisions - With out-of-the-box reporting, BI analytics, and configurable dashboards, you’ll uncover hidden insights and demonstrate your positive impact.

Key benefits of SysAid

Less scrolling, less clicks so yu can resolve tickets faster – all tools & data in one window, quick actions can be taken from within the lists, ability to drag-and-drop attachments, insights panel in each ticket.

Less manual, repetitive, low value work and faster authorization and provisioning processes – with ticket journey management (escalation & routing rules), service desk automation (prioritization, dynamic timers & end-user notifications), and Automate Joe (a service orchestration engine handling hundreds of processes across multiple departments, at the push of a button).

Deliver effortless, omni-channel customer experience – with SysAid's unique Hotkey that enables users to create one-touch tickets; and auto-suggest search, auto-suggest knowledge base, self-service portal (easily customizable & brandable), and service catalog.

Simplify the process for tracking and auditing equipment in your organization – with Asset Management that's constantly up-to-date (remote discovery, unlimited CMDB, and endpoint agent for real-time inventory), Hotkey attached impacted assets to the tickets, CMDB tracks and visualizes the realtionship between CIs.

Make better business decisions through greater visibility into performance, improvement, and outcomes – with out-of-the-box reporting, IT Benchmark, and BI & Analytics tool.

Deliver more value to the business – with built-in value dashboards (including MTTR dashboard), full range of ITIL capabilities, out-of-the-box templates, and digital workflows that will save you loads of time.

Devices

Business size

S M L

Markets

United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico

Supported Languages

Chinese (Simplified), English, French, German, Hebrew and 5 others, Italian, Japanese, Portuguese, Russian, Spanish

Images

SysAid Incident Management: Log, process, manage, and report on the issues that adversely affect your end users, as well as IT and business services.
SysAid Reporting includes 70+ pre-built reports, plus you can easily create codeless, tailored reports using an intuitive, drag-and-drop UI.
SysAid's Self-Service Portal has a responsive interface that allows your end users to submit tickets from their mobile devices.
Just one click to implement SysAid’s built-in BI Analytics tool, offering you pre-defined KPIs for immediate use. Get a comprehensive overview of your team’s performance, and easily track your trends.
Easily customize SysAid's Self-Service Portal theme with a few clicks.
View 6 more
SysAid video
SysAid screenshot: SysAid Incident Management: Log, process, manage, and report on the issues that adversely affect your end users, as well as IT and business services. SysAid screenshot: SysAid Reporting includes 70+ pre-built reports, plus you can easily create codeless, tailored reports using an intuitive, drag-and-drop UI. SysAid screenshot: SysAid's Self-Service Portal has a responsive interface that allows your end users to submit tickets from their mobile devices. SysAid screenshot: Just one click to implement SysAid’s built-in BI Analytics tool, offering you pre-defined KPIs for immediate use. Get a comprehensive overview of your team’s performance, and easily track your trends. SysAid screenshot: Easily customize SysAid's Self-Service Portal theme with a few clicks.

Features

Total features of SysAid: 55

  • API
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Approval Process Control
  • Asset Management
  • Auditing
  • Automatic Notifications
  • Barcode Scanning
  • Benchmarking
  • Change Management
  • Chat
  • Client Portal
  • Collaboration Tools
  • Configuration Management
  • Custom Forms
  • Customizable Branding
  • Email Integration
  • Employee Portal
  • Escalation Management
  • Gantt Charts
  • Help Desk Management
  • IT Asset Tracking
  • Incident Management
  • Instant Messaging
  • Inventory Management
  • Knowledge Base Management
  • Mobile Integration
  • Performance Reports
  • Permission Management
  • Portfolio Management
  • Prioritizing
  • Problem Management
  • Productivity Reporting
  • Project Time Tracking
  • Real Time Reporting
  • Remote Access
  • Remote Control
  • Reporting & Statistics
  • Request Routing
  • Role-Based Permissions
  • SLA Management
  • SSL Security
  • Self Service Portal
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey Management
  • Surveys & Feedback
  • Third Party Integration
  • Timer
  • Visual Analytics
  • Workflow Management

Alternatives

Zendesk

4,3
#1 Alternative to SysAid
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Zoho Desk

4,5
#2 Alternative to SysAid
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

Deskero

4,7
#3 Alternative to SysAid
Deskero is a help desk software and support ticket system that helps users manage multi-channel support queries, track...

LiveAgent

4,7
#4 Alternative to SysAid
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

Reviews

Overall rating

4,5 /5
(326)
Value for Money
4,5/5
Features
4,5/5
Ease of Use
4,5/5
Customer Support
4,5/5

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Software buyers need your help! Product reviews help the rest of us make great decisions.

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Showing 5 reviews of 326
Thomas B.
Overall rating
  • Industry: Law Practice
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

SysAid - Simple Solution, Big Outcome

Reviewed on 2019/06/19

The Team are friendly and understood our needs (Once we had defined these). Overall the process has...

The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.

Pros

I love the fact that SysAid is not a boring 'Out of the Box' 'This is what you get' experience.
SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.

Cons

I dislike the fact that I had to learn 'very basic' HTML to implement notifications. This wasn't a great hinderance, but definitely something I disliked.

Charles K.
Overall rating
  • Industry: Oil & Energy
  • Company size: 5 001-10 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

The Impact of SysAid

Reviewed on 2020/12/06

My overall experience on SysAid has been awesome, however, there are some challenges been...

My overall experience on SysAid has been awesome, however, there are some challenges been faced

during usage. If one is not technically sound, it will be difficult to manage as an Administrator without the consent of

the professional support, but however, there is a user-guide to help.

Pros

The features I like most about the software is the Advanced reporting, It helps

to give detailed reports about your ticketing system as a whole,location-wise, computer assets, service

been used mostly etc. It also gives room to have full control as desired.

Cons

The Features that should be improved is unable to filter the customized field which is the most

the critical feature that is important.

For instance, when an additional feature is created manually separate from the original features,

it is difficult to filter. for the implementation to take place, it will fee for a professional

support as it is concluded as a project.

Jae N.
Overall rating
  • Industry: Transportation/Trucking/Railroad
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 2.0 /10

Behind the times.

Reviewed on 2017/09/25

A haphazard ticket system that sometimes works better then nothing at all.

A haphazard ticket system that sometimes works better then nothing at all.

Pros

I like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true.

Cons

Customer service is HORRID! To the point of complaints have to go to CEO of SysAid and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated.

Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO.

Response from SysAid Technologies

Thank you for your honest feedback.
We understand that life is not always perfect, but we want to have open communication with our customers to keep improving.
Sometimes, our CEO jumps on welcome calls with clients, and personally introduces herself. You happened to be on such a call.
To answer your issues:
Mobile apps - We¿ve been working on new apps for the past few months and are currently releasing them to the App Stores. The iPhone app is available and adopted to iOS 11, and a new Android app is currently being uploaded.
Agents and asset management - We¿re working on a better user experience to deploy and manage agents and are constantly introducing updates.
Product interface - We just released a new user experience for end users in our Self-Service Portal and are currently upgrading the admin user interface. Take a look at the new Self-Service Portal, to view the new UI we¿re releasing.
Your account manager will contact you tomorrow to make sure your issues are addressed

Tim H.
Overall rating
  • Industry: Medical Devices
  • Company size: 1 001-5 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Not the bigest name but a full featured surprisingly good solution

Reviewed on 2021/01/20

I have nothing negative to say about them. Our account manager has been excellent. As far as I can...

I have nothing negative to say about them. Our account manager has been excellent. As far as I can remember, we have had no outages during the last 2 years. If you are looking for an ITSM solution, at least give them a try, you might be pleasantly surprised.

Pros

Due to the help offered by Sysaid, it was easy to get the solution configured to our needs. If needed, we could have given them our requirements and they would have configured it for us. I like to learn a solution by doing the config myself, so just relied on them to point me in the right direction as and when needed. I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent. On the surface it looks quite simple but when you dig into the admin settings, it has a lot of powerful features that make it very customizable.

Cons

Rendering email in the ticket was clumsy but has improved recently. It is perfectly useable but others do it better.

James W.
Overall rating
  • Industry: Higher Education
  • Company size: 201-500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

SysAid Review

Reviewed on 2019/10/07

We have tracking capability with SysAid that we never had before. We are able to better route our...

We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.

Pros

Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.

Cons

Workflow management is a little outdated and has a bit of a learning curve.

Showing 5 reviews of 326 Read all reviews

SysAid FAQs

Below are some frequently asked questions for SysAid.

SysAid offers the following pricing plans:

  • Pricing model: Free, Subscription
  • Free Trial: Available

SysAid offers various editions: SysAid Help Desk, SysAid ITSM, SysAid ITSM Enterprise, SysAid Education, and SysAid MSP. SysAid Help Desk offers easy and efficient IT support including a powerful ticket management tool, IT asset management, self-service, mobile device management, chat, password reset, mobile apps, and industry benchmarking. SysAid ITSM is an effective ITIL-aligned solution including all Help Desk capabilities plus core ITIL capabilities such as problem and change management.

SysAid offers the following features:

  • 3rd-Party Integrations
  • Advanced Escalation Rules
  • Advanced routing rules and automatic ticket dispatch
  • Asset Management
  • Automatic Priority Matrix Calculation
  • Bar Code Scanning and Auditing
  • Create tickets from emails and send email notifications
  • Escalation Rules and Email Routing
  • Fully responsive, customizable and mobile friendly
  • Help Desk
  • ITSM Change Management and Request Management.
  • ITSM ITIL-Based Solution
  • Manage FAQs and KB Articles for admins and end users
  • Mobile and Tablet Apps
  • Problem Management
  • REST and SOAP
  • SSO, Remote Control, Collaboration, Monitoring, etc.
  • Track your technicians' activity time
  • Trello & Slack add-ons

SysAid has the following typical customers:

Large Enterprises, Non Profit, Mid Size Business

SysAid supports the following languages:

Chinese (Simplified), English, French, German, Hebrew, Italian, Japanese, Portuguese, Russian, Spanish

SysAid supports the following devices:

iPhone, iPad

SysAid integrates with the following applications:

Axonius, Ekran System, Help Desk Migration, Jira, Nagios XI, OneLogin, Remote Support, Sage 50cloud, TeamViewer, Zero Incident Framework

SysAid offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials

Related categories

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