SysAid review
We are using SysAid on daily basis as its our main ticketing system.<br>Its also our main asset manager as we are using Asset list as our …
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.
Recent Reviews
How SysAid Differs From Its Competitors
Awards
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Popular Features
- Organize and prioritize service tickets (158)8.686%
- ITSM reports and dashboards (137)8.686%
- Self-service tools (153)8.686%
- Asset management dashboard (136)8.484%
Reviewer Pros & Cons
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
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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Product Demos
SysAid Interactive Product Tour
www.sysaid.com
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is SysAid?
Te SysAid platform enables organizations to elevate service delivery. Infused with generative AI integrated into every facet of service management, SysAid's interface and fully conversational user experience are designed to bring a paradigm shift in operations. SysAid empowers IT admins and Service Management leaders to improve productivity.
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 – Generative AI enabling admins to deliver faster and more accurate service.
- Supported: Al Author - Rephrases replies, expand on answers, and break down information into simple steps.
- Supported: AI Chatbot - For always-on, 24/7 service, a conversational self-service experience.
- Supported: Al Case Summarization – Provides a real-time summarization of the ticket content and employee emotion (AI Emotion).
- Supported: AI Emotion – Understands employee sentiment about the service request before the ticket is resolved.
- Supported: Al insights – Insights into team performance through auto-generated periodic reports.
- Supported: Al Intelligent Categorization - Automatically categorizes and routes tickets to the right people.
- Supported: Bulk Action - enables simultaneous actions on multiple tickets, and performing actions in a batch.
- Supported: Inline Editing - allows users to make quick edits directly from the queue view.
- Supported: Monitoring & Fine Tuning - gives the admin control over the quality of answers that the AI Chatbot provides.
SysAid Screenshots
SysAid Video
SysAid's AI-powered IT Service Management platform
SysAid Integrations
- TeamViewer
- Trello
- Slack
- OneLogin by One Identity
- LogMeIn Rescue by GoTo
- Skype for Business, now part of Microsoft Teams
- Microsoft Teams
- Zapier
- CAS
- Jira Software
- Okta
- Microsoft 365
- Nagios Core
- BeyondTrust Remote Support
- Microsoft Azure
- SolarWinds Network Performance Monitor (NPM)
- Shibboleth
- SSO Connector
- Worksafe App
- Google Apps
- ADFS
- OpenAM
- IP Filter
SysAid Competitors
- Freshservice
- Cherwell Service Management (discontinued)
- ServiceNow IT Service Management
- Jira Service Management
- ManageEngine ServiceDesk Plus
- Zendesk Suite
- BMC Helix Remedyforce
- BMC FootPrints
- TOPdesk
- BMC Track-It!
- EasyVista Service Manager
- CA Service Management, with CA Service Desk Manager
- OpenText Service Manager
- Ivanti LANDESK Service Desk (discontinued)
- BMC Helix ITSM
- NinjaOne
- HaloITSM
- SolarWinds Service Desk (SSD)
SysAid Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Global |
| Supported Languages | English, 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.
Freshservice, Cherwell Service Management (discontinued), and ServiceNow IT Service Management are common alternatives for SysAid.
Reviewers rate Service-level management highest, with a score of 8.7.
The most common users of SysAid are from Mid-sized Companies (51-1,000 employees).
SysAid Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 10% |
| Mid-Size Companies (51-500 employees) | 60% |
| Enterprises (more than 500 employees) | 30% |
Comparisons
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Reviews and Ratings
(223)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Pros
- Cons
Custom Field Capture: Users have expressed appreciation for the ability to capture custom fields, enabling them to record specific and detailed information with ease. This feature has streamlined data entry processes and improved overall data organization for many users.
Clear Information Provision: The platform's provision of clear information has been highly valued by reviewers, as it enhances communication efficiency and simplifies task management. Users have noted that this clarity reduces misunderstandings and facilitates smoother workflows within their teams.
Effective Search Function: Many users have praised the system's search function for its effectiveness in quickly locating relevant information. By providing a user-friendly and efficient search tool, the platform helps users save time and easily access critical data when needed.
Outdated User Interface: Users have criticized the system for having an outdated and non-modern user interface, making navigation challenging due to inconsistent designs and styles across different pages. They find the lack of a cohesive design theme and varying styles on different sections of the platform frustrating.
Poor Asset Management: Some users have expressed dissatisfaction with the asset management capabilities, citing minimal information retrieval from IP scans, time-consuming installation processes for SysAid Agent, and overall inefficiency in managing assets effectively. They feel that the system's asset management features do not meet their needs adequately, leading to frustration and inefficiencies in tracking assets.
Complex Implementation Process: Reviewers have highlighted the complexity of implementing the system, noting that it requires a significant amount of time and effort, contributing to a steep learning curve and confusion among users. Users struggle with understanding various settings and customization options, leading to delays in fully utilizing the system's functionalities.
Attribute Ratings
- 9.1Likelihood to Renew
- 9.1Availability
- 9.1Performance
- 8.8Usability
- 8.9Support Rating
- 9.1Online Training
- 9.1In-Person Training
- 8.6Implementation Rating
- 9.1Configurability
- 8.9Product Scalability
- 5.2Ease of integration
- 9.1Vendor pre-sale
- 9.1Vendor post-sale
- 8.8Professional Services
- 8.5Contract Terms and Pricing Model
- 7.8SysAid Time-To-Value
Reviews
(1-25 of 161)Companies can't remove reviews or game the system. Here's why
July 17, 2024
SysAid review
We are using SysAid on daily basis as its our main ticketing system.<br>Its also our main asset manager as we are using Asset list as our storage manager in our organization. Recently we started using SysAid chatbot. At most times SysAid is working fine. I really appreciate notification tab as it can be very useful in case of any big implementation or outages. From time to time it can for example reset your ticket but at most times its good. Overall 9/10
- Ticket managment
- Asset management
- Ticket history overview
- User interface
- Loading time
- Signup errors
July 16, 2024
SysAid Your new help desk ticketing software.
We use SysAid for helpdesk ticketing and asset tracking across six organizations. We also use the SysAid product for remote support and software patching.
- Helpdesk ticketing.
- Patch management.
- Remote support.
- Ease of use.
- No complaints.
July 10, 2024
My SysAid Review
We use SysAid for our ITSM and Asset Inventory. SysAid address our business case of logging incident and tracking to resolution. Change management team has been able to address audit issue of ability to track changes per ITIL standard. Asset Inventory and CMDB has also be marked out of audit. We are currently using SysAid Knowledgebase module to drive our AI initiave to help users have a faster self-service
- Incidence Management
- Problem Management
- Request management
- Customize Reports
- Asset Inventory
- Knowledge Management
- CMDB Relationship mapping
- Software License Management
- Knowledge Management
July 10, 2024
SysAid A helpdesk software worth using.
SysAid has revolutionized our business operations post-Remedy. It ensures precise SLAs, robust documentation, and seamless integration with other software, resolving longstanding issues. The user-friendly interface and efficient workflows enhance productivity, marking a significant improvement in service management and overall business efficiency.
- Seamless Integration with the Zonka Feedback platform.
- A user-friendly interface that requires little or no supervision.
- Ability to customize to meet company needs.
- The helpdesk needs to reduce its time to resolve issues.
- Implementation with other software should be easy to understand.
- Cost should be reviewed further to enable us to implement more features.
June 17, 2024
SysAid - A good basic ITSM product
We use the SysAid application for help desk ticketing, workflow entitlement requests, reporting and change management. The entitlement request workflow was written in partnership with SysAid, and it allows both employees and 3rd party vendors to request application access through SysAid by submitting new requests. The change management portion is used for any new releases or enhancements being worked on.
- Very good support
- Easy to learn
- UI is decent
- Emails between user and technicians
- Reporting can be meatier
- Workflows can be easier to create and modify
- A status to pause the timer on tickets would be helpful
I use SysAid to manage customer accounts and to verify the details provided by support. We have a customized screen that manages our hosting accounts with all the details associated with our hosting environment. I am able to see current users as well as all disabled accounts. I am able to check all activity on a ticket and whom it has been assigned. I am able to enter additional details when needed for the support team to complete a task. I am able to update tickets and reassign them when needed.
- SysAid provides detailed information regarding a customer account.
- SysAid provides the ability to email customers once a support ticket has been reeived, worked on and/or completed.
- SysAid provides the ability to reassign tickets and keep detailed activity while a ticket is being worked on.
- Directly forwarding emails submitted by customers to other employees.
May 30, 2024
SysAid Review.
Sysaid is used to track IT help desk tickets. We track open, resolved, closed, and time to resolve tickets. We also use it for our knowledge base articles. We provide employee onboarding and offboarding. We run reports of all tickets that come into the system. We email our users about the current issue they have through Sysaid and help them track the status of their tickets.
- Dashboard for tickets.
- Keeping internal notes.
- Listing solutions.
- Emailing to customers - hard to read emails as out of order.
- lack of a watch list to add additional IT support personal.
- category listing not adaptable - third level not choosable till the first two completed.
May 30, 2024
I would recommend SysAid
We use SysAid as our ticketing system for 3 different groups in our IT department and for our HR service center. We plan on expanding it to our finance service team as well.
It has helped track and streamline services provided by IT and HR staff such as employee onboarding.
It has automated active directory user account creation with SysAid's Automate Joe.
Automatic text entries allow us to deliver standard communications from all staff.
It has helped track and streamline services provided by IT and HR staff such as employee onboarding.
It has automated active directory user account creation with SysAid's Automate Joe.
Automatic text entries allow us to deliver standard communications from all staff.
- Automation
- Customization
- Support
- Better options for tracking time
- Less turn over of account reps
May 29, 2024
Good product and happy with SyAaid
I use daily our main ITSM tool for tracking, reports, auditing, and support within the ITIL model to handle changes, problems, incidents, requests, and services.
- Workflow
- Change request
- Problem management
- Incidents management
- Request management
- Release management
- Asset management
- CMDB
- Scanning asset tags
- Mobile app improvement made
March 30, 2024
Flexible Tool Ticking A Lot Of Boxes
Score 7 out of 10
Vetted Review
Verified User
I am a developer / devops engineer and use SysAid to manage changes and support requests. We are now integrating it into azure devops with the use of the json api.
- Capture custom fields
- Present clear information
- Provide a good search function
- More connectors to allow for easier integration
- A better api with good json schema making use the fexibility a json api can offer for custom fields rather than one likely based on a transfer of logic from soap xml
March 01, 2024
My experience with SysAid.
Normal problems for a company related to IT, such as
computers, peripherals, and meeting equipment, all of which can be resolved via
ticket and with an SLA deadline for completing the service, minimizing
complaints regarding requests made verbally.
- Integration with necessary day-to-day tools such as AD and email.
- Tracking of tickets by the end user.
- Approval flow notification for directors to carry out approvals via email from anywhere.
- Import data from list-type fields via spreadsheet and not manually.
- Mobile app and not through the browser.
January 02, 2024
Moving to SysAid was a step in the right direction.
Score 9 out of 10
Vetted Review
Verified User
We use SysAid as our ITSM. It has been a big improvement for us in regards to end user interaction with the Self-Service Portal, ticket management and auto categorization. It has also provided us a way to implement work flows and approval processes. SysAid also provides Teams implementation and KB for end users to resolve certain issues themselves.
- flexibility for set up customization
- ticket management and auto assignments
- self-service portal with KB utilization
- Reporting
- Mobile App
- more training to maximize full capabilities
- remote monitoring and management capabilities
December 19, 2023
Solid, Affordable, IT Managment Tool for the Education Sector
About 10 years ago we deployed SysAid to unify our support helpdesks across 5 academized Schools who, at the time, all used physical books to request IT support. As each school was brought into the Academy Trust we used this opportunity to centralize our newly created support team and utilized SysAid as our IT management tool. SysAId helped us build a support team and underpin it with a solid, affordable communication tool for our end users.
- Provides a user friendly GUI for our End Users
- Provides our Support Team with a solid array of IT management tools
- Affordable solutions to the education sector
- Reporting Suite is developing well but has been difficult in the past to pull data together easily
- The education on-prem product has restricted customizations, branding is limited basically
- Upgrades are multi step, (not rolled up to latest release, multiple version upgrades are required) and this increases our downtime for maintenance
December 08, 2023
An Analysis's view on SysAid
SysAid has made a nice portal for our end users to submit problems. Where it shines is its capability to customize what is submitted and the dashboards that it can create as far as tracking help desk issues. It has been overall a nice experience with rather intuitive interfaces especially on the IT side of things. I feel like finding, tracking, and categorizing tickets comes very easily with this system.
- Dashboarding
- Categorizing
- Tracking
- End User interface
December 07, 2023
Review: Why SysAid is been chosen ...?
The product is really good. We used SysAid for incident management, problem management, Assets management, request management, etc.<br>Also, the product is really Userfriendly, and the creation of the workflow is very easy to handle. <br><br>As a business problem, the price of the product is a little bit higher than when compared to the other similar products. However, the overall product experience is really good and recommended for others.
- The user-friendliness of the product is at a higher level.
- Creating workflows is very easy to handle.
- Live support of the SysAid Customer care is really appreciated.
- Option of dynamically changing the fields.
- Login/ Logout Reporting
- pricing
December 06, 2023
SysAid - The quicker tool for success
We use SysAid as the ticketing system where users can reach out to the IT department in a fast manner if they are having issues with anything. Allows IT support to track, manage, speed up, and deal effectively with incidents. This system give agents the customer details they need to provide personalized service, help support staff coordinate their efforts, and automate repetitive tasks—all of which empower companies to reduce resolution and wait times
- Ease of use
- User friendly
- Manage requests and incidents
- Make dashboard a little modern
- Gets slow once a while using the portal
- More reporting tools
December 05, 2023
Handy Helpdesk Tool
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 provide support, a ticketing system where users raise incidents and requests. We have a knowledgebase which allows you to easily add too and search on relevant topics to support the Helpdesk team and the end users, you can add documents and pictures to these articles. SysAid has helped automate processes in the dispatching of IT Kit, previously this was a long winded and labour intensive task but now with automation, half the work has been removed. A real plus is the simple and straight forward customisation available to you, to make improvements or amendments with ticket routing, escalation rules and changes to the appearance of templates used as part of the tool.
- Remote access is available to use within SysAid, connecting to the required assets, we do not have to use external software.
- The emails are pulled through from AD ensuring we have all the correct email addresses and we don't have to spend time manually entering and removing the addresses
- There is a whole host of access controls allowing you to provide the relevant permissions, thus ensuring everyone has the right level of access to carry out their role effectively without causing issues
- Email communication is clunky to and from the end user, takes some time to read through all the emails in a ticket, as you have to go into and read each email sent.
- The templated auto responses when used do not have any paragraphs, this always has to be done amended afterwards before sending to end user (unless you have someone use HTML on these)
- Sometimes the system does run slowly on occasion
November 30, 2023
Review about SysAid
We provide incident management and asset management mainly. We help to implement SysAid for our customers. And handle their issues in the helpdesk. Create workflows according to their requirements. We also maintain internal SysAid account to manage incidents and assets within the organization. Normally when we get a request from a company about their ITSM requirement we discus with them and provide the best version of the product that suits their requirement.
- Ticket management system
- Create and customize workflows
- Provide dashboards to get the ideas more clearly and quickly
- Some support agents are very helpful
- Product Price is on a higher scale.
- If we typed a note in a note box of ticket and accidently click outside of the note box without saving the note the whole note box disappears. We have to type the text again. Hope this issue will be resolved.
- Some support agents were not helpful, they keep telling what's already said without providing a solution or an alternative.
November 29, 2023
SysAid Review
We use SysAid mainly for the helpdesk functionality, and the asset management functionality. We swapped from Spiceworks cloud helpdesk as it was too simplistic, and we required more features as we expanded the digital side of the organisation. SysAid's extra features such as the remote support functions address a large issue in the form of users working from home. It's an easier way of setting up a remote session between an admin and a user, it makes solving remote problems much quicker.
- Helpdesk
- Asset Management
- Remote Support
- Dashboard
- Technical Support
- Admin Settings
November 29, 2023
SysAid a beginner friendly ticket management tool
We use SysAid as a service record management tool. We manage tickets ie. cases raised by different users. We have customized sysaid based on the different categories of cases we receive. Initially, we have been using emails. When there is a issue, the requester raises them through emails and then we communicate by email only. It was very difficult. There was no visibility in the cases resolved we couldn't document all the tickets we had. Hence sysaid came in for the rescue
- Gives a report of the service record
- creates a new ticket in sysaid through an email
- Ability to work as a team and resolve the cases
- Categorize the different types of issues/cases
- The user Interface must be improved
- The emails are triggering a new ticket in place of a response to existing ticket
- Customize ability must be easily achieved
November 29, 2023
SysAid - Value for Money with great support and service.
We are one of the biggest software suppliers in the Public sector in South Africa, and SysAid handles all our Helpdesk/Support processes. With great value for money, support, and services, there is no way we can replace SysAid. We are a reseller implementer of SysAid in the Public space as well as a client. We cannot wait for the upgraded UI and functionality that is in the near future.
- Help Desk.
- ITIL Functions.
- Asset Management.
- Workflow
- Native Whatsup integration.
November 28, 2023
Great Ticket and Asset tracking solution for any business.
We use SysAid for our Help Desk ticket tracking, Asset Management, System patch management, and Server patching. The SysAid system helps us to do all or our tracking and updating all from one place with ease.
- Ticket Tracking
- Asset Management
- System Patching
- Server patching, it seams that some updates are not getting to the systems properly I'v found.
November 28, 2023
SysAid Review
We utilize SysAid for:
Helpdesk
Asset Management
Remote Management
Change logs
Helpdesk
Asset Management
Remote Management
Change logs
- Integration with the Teams app is seamless
- Support responds to tickets rapidly
- Asset management is easy to use
- I have been having trouble with the agent deploying in different scenarios
- Sometimes having too much customization can be overwhelming
- Understanding the terms and what settings actually do can be confusing
November 28, 2023
SysAid experience
SysAid addresses the problem of having a centralised view across the IT. It provides many out of the box functionalities and very granular configuration options. With great support team it resolves the problem of open source alternatives which can be difficult to configure in detail with no programming knowledge or system administrator support.
- Support
- Many features
- Extensive documentation
- Configurability
- Rather bad UX experience on admin portal
- Localization issues
- Steep learning curve
- Minor bugs here and there
November 25, 2023
Quality software with a great future.
We use SysAid to manage our user's support requests, and queries and handle any issues that arise. Below is a list of our use cases with SysAid: To track and prioritize the tickets based on urgency, category, and status. Escalate the tickets to the correct teams using keywords or specific queues. Communicate with users through SysAid's message system which integrates well with our emails. Measure quality of support and ticket response times using the reporting tabs. Track our assets automatically and log usage. SysAid has several integrations and we currently utilize primarily TeamViewer's integration and find it to work seamlessly. Recently there has also been an addition of an AI chatbot to the self-service portal which shows massive promise for the future.
- Excellent range of features & functionality
- Seamless integration with other systems
- Detailed ticket management and tracking
- Out-dated UI
- Too many clicks to manage assets
- Some devices require significant time to update in the asset list