15 years helping British businesses
choose better software

What is SysAid?

SysAid is the next-gen of 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.

Who Uses SysAid?

We cater to organizations of varying sizes and across diverse industries, spanning from small and medium-sized businesses (SMBs) to Fortune 500 companies. Regardless of your organization's scale, every edition of SysAid is adaptable and can be tailored

Where can SysAid be deployed?

Cloud-based
On-premise

About the vendor

  • SysAid Technologies
  • Located in Airport City, Israel
  • Founded in 2002

SysAid support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, American Samoa, Andorra, Angola and 205 others

Languages

Chinese, English, French, German, Hebrew and 5 others

SysAid pricing

Starting Price:

US$79.00/month
  • Yes, has free trial
  • No free version

SysAid does not have a free version but does offer a free trial. SysAid paid version starts at US$79.00/month.

Pricing plans get a free trial

About the vendor

  • SysAid Technologies
  • Located in Airport City, Israel
  • Founded in 2002

SysAid support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, American Samoa, Andorra, Angola and 205 others

Languages

Chinese, English, French, German, Hebrew and 5 others

SysAid videos and 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 - AI 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 - AI 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 - AI 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 - AI 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.

Features of SysAid

  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Barcode/Ticket Scanning
  • CMDB
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Customer Support
  • Customisable Branding
  • Customisable Templates
  • Dashboard
  • Event Logs
  • Feedback Management
  • Full Text Search
  • IT Asset Management
  • IT Asset Tracking
  • IT Reporting
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Patch Management
  • Performance Monitoring
  • Prioritisation
  • Problem Management
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Catalogue
  • Service Level Agreement (SLA) Management
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Task Management
  • Third-Party Integrations
  • Ticket Management
  • Uptime Reporting
  • User Management
  • Workflow Configuration
  • Workflow Management

Alternatives to SysAid

CustomerWise is a support-focused but complete CRM solution covering support, sales, marketing and asset management.
Automate and streamline processes to solve customer issues faster, decreasing your cost to serve and increasing customer loyalty.
ServiceDesk Plus MSP is an ITIL-ready service desk for managed service providers with features built on ITSM best practices.
ConnectWise ScreenConnect provides the ability to view and control devices from anywhere there is an Internet connection. Learn more about ConnectWise ScreenConnect
Aranda Software is an IT service management software system that helps companies optimize IT processes and infrastructure.
Confluence is a team workspace where knowledge and collaboration meet. Create, collaborate, and organize your work all in one place. Learn more about Confluence
Radically redesigned to set a new standard for IT service management on-premises or in the cloud.
ColibriCRM is a French CRM solution that combines simplicity and performance.
Intelligent helpdesk and IT management system.

Reviews of SysAid

Average score

Overall
4.5
Ease of Use
4.5
Customer Service
4.5
Features
4.5
Value for Money
4.6

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Sarah
Sarah
System Administrator in US
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

We can track resolved incidents and help customers solve them quickly

5.0 last year

Comments: The central hub for reporting problems and requesting help with information technology. With this application, corporate leaders may see how their IT department is performing as a whole. It also helps customers effectively report issues and request services.

Pros:

Sysaid's incident and request management is excellent; the service is responsive and helpful around the clock, and any issues we encounter are quickly resolved. The ease of use for both our IT staff and our end customers. It offers every feature and capability expected of an IT service management system.

Cons:

Reports and the dashboard's interface might use some work, as could the overall presentation. The implementation may be fine-tuned to match the new designs, and new features might be added to the reports and dashboards.

Rachel
Desktop Support Supervisor in US
Food Production, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Great Addition to our Service Desk

4.0 6 months ago

Comments: Implementation went pretty well for us, we did not have a ton of customizations needed before go live so that made it easy as well. However we did use the customization features for the SSP after go live to revamp what we did create. As well as the work flows, this comes in handy so much for purchasing and access approvals.

Pros:

Knowledge Base Customization of workflows, categories, SSP, pretty much anything. Work Flows Patch Management Reporting feature Asset Management Integration of Azure, Teams Chat bot, Power BI

Cons:

The Remote Control feature is a bit wonky and needs updating. We also discovered that Merging ticketing may be easy, but the updating of the categories for those tickets is not automatic. That is not a huge deal since we really do not merge many tickets.

Alternatives Considered: Halo Service Desk, ServiceNow and Zendesk Suite

Reasons for Choosing SysAid: We needed more functionality then what was offered in our previous software.

Switched From: ManageEngine Endpoint Central

Reasons for Switching to SysAid: SysAid gave us what we were looking for and at a fraction of the cost as the others.

Giacomo
Communications Manager in US
Facilities Services, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

SysAid Has Been a Reliable and Simple to Use for IT Service Management

5.0 2 months ago New

Pros:

This brilliant solution has been easy to implement tool for IT service management. I like the reliability of SysAid. SysAid is so accurate.

Cons:

SysAid is reliable and flawless to use. No challenges when using SysAid.

Jae
Network Engineer/Administrator in US
Transportation/Trucking/Railroad, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Behind the times.

3.0 7 years ago

Comments: 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.

SysAid Technologies Response

7 years ago

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

Daniella
Administrative Analyst in Brazil
Consumer Services, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

My experience with SysAid

5.0 3 months ago

Comments: As an end user, we have a self-service portal that is very easy to understand, access open tickets, interact with analysts, etc...

Pros:

the practicality of handling tickets where analysts have several tools available in the form to use, in conversation with the user they can send notes on the ticket or send an email to the user, messages that reach the user instantly , and in the analyst's activities part he can detail the steps he took on that ticket, everything is very detailed and the history is saved.

Cons:

We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc...