SysAid

The most advanced AI-powered ITSM platform in the market

About SysAid

SysAid is the most advanced AI-powered IT Service Management platform in the market, SysAid Copilot bakes generative AI into every aspect of service management, enabling admins to deliver exceptional service, faster and more accurately, while giving employees a conversational service experience – allowing them to get back into their flow of work, faster.

SysAid puts AI front and center in the organization's service delivery while focusing on the following:

Improved MTTR – with the help they need at their fingertips, employees can get the help they need much faster, and admins too can help resolve complex issues, faster.

Improved CSAT – the intuitive interface and conversational self-serve experience enables the delivery of exceptional self-service, at any time, through the channels employees are comfortable working in. Which translates into improved employee satisfaction (CSAT) scores.

Improved productivity and efficiency – IT admins and service management leaders are freed up to focus on strategic tasks and projects, and employees are freed up from waiting for a response and can continue their flow of work. Improving both productivity and efficiency throughout the organization.


Key benefits of SysAid

SysAid puts AI front and center in the organization's service delivery while focusing on the following:

Improved MTTR – with the help they need at their fingertips, employees can get the help they need much faster, and admins too can help resolve complex issues, faster.

Improved CSAT – the intuitive interface and conversational self-serve experience enables the delivery of exceptional self-service, at any time, through the channels employees are comfortable working in. Which translates into improved employee satisfaction (CSAT) scores.

Improved productivity and efficiency – IT admins and service management leaders are freed up to focus on strategic tasks and projects, and employees are freed up from waiting for a response and can continue their flow of work. Improving both productivity and efficiency throughout the organization.


Images

SysAid Software - Ticket Queue	- A consolidated, easy-to-navigate view of the ticket queue to help admins resolve issues more effectively and more efficiently.
SysAid Software - Chatbot	- A conversational self-service experience that uses Generative AI to help employees work through issues by delivering answers based on what it has learned by absorbing your knowledge base articles, internal data, and ticket resolution history
SysAid Software - Ticket Journey - Admins can deep dive into the history and context of a ticket, quickly, with ticket journey filters, while reviewing a chronological, consolidated view of everything to help reach a resolution, faster – including all actions taken
SysAid Software - Workflow Automation	- Digitize workflows and processes without coding or scripting. Automate complex processes with simple design and editing capabilities, and real-time visibility of the end-to-end process.
SysAid Software - 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.
View 6 more
SysAid video
SysAid Software - Ticket Queue	- A consolidated, easy-to-navigate view of the ticket queue to help admins resolve issues more effectively and more efficiently.
SysAid Software - Chatbot	- A conversational self-service experience that uses Generative AI to help employees work through issues by delivering answers based on what it has learned by absorbing your knowledge base articles, internal data, and ticket resolution history
SysAid Software - Ticket Journey - Admins can deep dive into the history and context of a ticket, quickly, with ticket journey filters, while reviewing a chronological, consolidated view of everything to help reach a resolution, faster – including all actions taken
SysAid Software - Workflow Automation	- Digitize workflows and processes without coding or scripting. Automate complex processes with simple design and editing capabilities, and real-time visibility of the end-to-end process.
SysAid Software - 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.

Not sure about SysAid? Compare with a popular alternative

SysAid

4,5 (441)
VS.
Highly reviewed

Starting Price

US$79,00
month
US$55,00
month

Pricing Options

Free version
Free trial
Free version
Free trial

Features

124
99

Integrations

19
13

Ease of Use

4,5 (441)
4,2 (3 353)

Value for Money

4,6 (441)
4,3 (3 353)

Customer Service

4,5 (441)
4,3 (3 353)
Green rating bars show the winning product based on the average rating and number of reviews.

Alternatives

Confluence

4,5
#1 Alternative to SysAid
Confluence is a shared workspace to create and manage all your work. From product roadmaps to creative briefs, help...

ConnectWise ScreenConnect

4,7
#2 Alternative to SysAid
ConnectWise ScreenConnect (formerly Control) is a help desk solution that allows businesses to detect and resolve...

OTRS

4,4
#3 Alternative to SysAid
OTRS is a helpdesk software designed to help businesses manage resources, workflows, internal communication processes,...

Milvus

4,7
#4 Alternative to SysAid
Milvus is an IT management platform which is available only in Portuguese. The system includes capabilities for...

Reviews

Overall rating

4,5 /5
(441)
Value for Money
4,6/5
Features
4,5/5
Ease of Use
4,5/5
Customer Support
4,5/5

Already have SysAid?

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

Showing 5 reviews of 441
David
David
Overall rating
  • Industry: Apparel & Fashion
  • Company size: 1 001–5 000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

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

Great tool, simple to use, ITIL aligment and powerful customization capabilities

Reviewed on 2020/02/20

Being easy to use, configure and completely aligned with ITIL framework we implemented it successful...

Being easy to use, configure and completely aligned with ITIL framework we implemented it successfully with a fast user adoption; now I have full knowledge on what is going on in my department.

Pros

It have several options to create a ticket (from e-mail to a key on the keyboard - F11) and is powerful enough to support detailed customization (look and feel, personalized templates, e-mail with expected resolution dates, tickets categories, timers, notifications, etc).

Cons

Project tracking is rudimentary (Understood that it's not part of the scope)

Alternatives Considered

Zendesk Suite

Reasons for Switching to SysAid

I used it on the past and remembered that have the easiest way to submit a ticket by pressing a single key on the keyboard... and becasue is fully aligned with ITIL
Charles
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 faced

dur...

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.

Alternatives Considered

SapphireIMS and Lansweeper

Reasons for Choosing SysAid

It was switched because there are some features required for the operation which is not available.

Reasons for Switching to SysAid

We chose SysAid over Spiceworks, because it contains more features.
Verified Reviewer
Overall rating
  • Industry: Architecture & Planning
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Feature-rich but clunky

Reviewed on 2017/12/07

Full help desk ticket tracking as well as workstation polling.

Full help desk ticket tracking as well as workstation polling.

Pros

Does a great job at tracking and managing helpdesk tickets as well as your environment. Allows for multiple users which can trade off tickets. Very configurable to your requirements. The cloud-hosted version has never had an un-planned outage since we began using the product.

Cons

Very clunky interface, certain items do not work in Chrome certain items do not work in IE, the polling client on workstations updates every minute which results in an extremely high connection rate which throws off firewall reports (It's not mission critical every hour or two would be fine), need a lot more polish compared to other options now available, customer service is not US based and very quick to dismiss you.

Response from SysAid Technologies

We have made vast strides in modernizing our user interface - we recently released a new interface for the end users - our Self-Service Portal, and next up is the admin interface.
Our Agent technologies polls the server / RDS every 30 seconds for messages in order to allow online features such as broadcast messages to end users, initiate a remote control session, initiate a chat with end users and more... the packet sent/received is extremely small and does not cause any significant network traffic. The one time FULL computer inventory sent after initial deployment is a bit larger ~ 300K - that is what you may have seen in your FW traffic. Your account manager will be happy to review this with you.

Tim
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.

Alternatives Considered

ManageEngine ServiceDesk Plus MSP

Reasons for Switching to SysAid

We already use MESD in other areas of the company and we needed a SaaS solution. The MSP version wasn't available as SaaS. Having said that, we might still have chosen Sysaid even if it was.
Hitesh
Overall rating
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

SYSAID is a great ITSM Tool comparable to any other global tool but really great value for...

Reviewed on 2020/06/03

We have been using SYSAID since 2012. It was easy to implement and roll out to the business. Today...

We have been using SYSAID since 2012. It was easy to implement and roll out to the business. Today even our [SENSITIVE CONTENT HIDDEN] uses SYSAID to log tickets for issues.

Pros

Ease of use and setup with Asset management/Projects modules which are easy to use

Cons

The reporting tool exports to Excel 2003 format. needs updating to Excel 2016 or higher

Alternatives Considered

Zendesk Suite

Reasons for Choosing SysAid

Cumbersome, slow, unusable and not user friendly

Switched From

BMC Helix ITSM and Zendesk Suite

Reasons for Switching to SysAid

Cost and as its based out of Europe, No VAT to pay giving a huge cost saving.
Showing 5 reviews of 441 Read all reviews

SysAid FAQs

Below are some frequently asked questions for SysAid.

SysAid offers the following pricing plans:

  • Starting from: US$79,00/month
  • Pricing model: Subscription
  • Free Trial: Available

SysAid offers 3 editions: Help Desk, ITSM, and Enterprise. All plans can be enhanced with SysAid Copilot - a generative AI solution that highly improves IT efficiency using the most advanced AI capabilities in the market.

SysAid has the following typical customers:

11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

SysAid supports the following languages:

Chinese, English, French, German, Hebrew, Italian, Japanese, Portuguese, Russian, Spanish

SysAid supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

SysAid integrates with the following applications:

DocuSign, Engage ESM - Bomgar, Google Apps for Work, Google Workspace, Jira, Microsoft 365, Microsoft 365 License Optimization, Microsoft Power BI, Microsoft Teams, Nagios XI, Office 365 Document Management, Okta, OneLogin, Qlik Sense, Slack, SolarWinds Threat Monitor, TeamViewer Remote, Trello, Zapier

SysAid offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for SysAid.