SysAid

Score9 out of 10

257 Reviews and Ratings

What is SysAid?

SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.

Categories & Use Cases

Media

Screenshot of 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.

Screenshot of 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

Screenshot of a Ticket Queue, which offers a consolidated, easy-to-navigate view of the ticket queue to help admins resolve issues more more efficiently.

Screenshot of 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 knowledge base articles, internal data, and ticket resolution history

Screenshot of the workflow automation that digitizes processes without coding or scripting. Users can automate complex processes with simple design and editing capabilities, and real-time visibility of the end-to-end process.

Screenshot of the SysAid AI Agents that empower IT teams with intelligence that thinks, learns, and acts securely. Designed to enhance—not override—IT operations, they anticipate needs, make informed decisions, and adapt responsibly

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Screenshot of 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.

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5
Change requests repository
Single repository of all planned changes and releases
Category average: 8.4

Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.3
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.9

Juan Diego Londono Toro

systems engineer in Engineering at INDEPORTES ANTIOQUIA (501-1000 employees employees)

Use Cases and Deployment Scope

We use it for asset management and ticketing service for all IT needs.

lo usamos para la gestión de activos y el servicio de tickets para todas las necesidades de TI

Pros

asset management
help desk
deployment

Cons

agility in implementation
attention times and channels
specialized support
Excellent app for team System

Return on Investment

the negotiation was fast and with trained personnel
when SysAid was implemented it was done in quick time
the support they provide us is excellent and with highly trained people
They could improve the licensing so that it was longer

peter awortwe View profile

IT Asset and Configuration Analyst, Service Catalog Manager, Knowledge Manager in Information Technology at Eprocess ISA (51-200 employees employees)

Use Cases and Deployment Scope

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

Pros

Incidence Management
Problem Management
Request management
Customize Reports
Asset Inventory
Knowledge Management

Cons

CMDB Relationship mapping
Software License Management
Knowledge Management

Return on Investment

Cost Savings on ITSM tool
MTTR

Alternatives Considered

BMC Helix ITSM (Remedy)

Other Software Used

SolarWinds AppOptics, Microsoft Teams

Usability

Iohann Tachy View profile

Developer / IT in Information Technology at Grupo Positiva (51-200 employees employees)

Use Cases and Deployment Scope

SysAid helped us manage all of out IT assets. We always had much trouble keeping good track of them. It also helped us greatly with our HelpDesk needs, and it also even has a built-in remote desktop solution, making us save a lot of money with external remote desktop solutions.

Pros

Asset management of different types of equipment
Helpdesk solution with great customization of forms and options
Built-in Remote desktop solution
Integration with other systems

Cons

The built-in remote desktop sometimes is a little slow
Even if it has a good responsive UI, a native Android app would be nice
Better Managment UI response times

Return on Investment

Our clients are very happy with the faster response times
Our IT department has all the company assets organized
We can unify all our needs in one solution

Alternatives Considered

GLPI

Other Software Used

Alfresco, NGINX, Idwall, Zabbix, WordPress

Verified User

Vice-President in Marketing (51-200 employees employees)

Use Cases and Deployment Scope

SysAid is an essential tool for our technology services team to track, monitor and manage support tickets for our employees. It provides regular case updates and tracking capabilities via the SysAid portal and through email so all parties involved are aware and understanding of where every request is in its progress towards completion.

Pros

Provides a platform for users to submit tickets
Performs communication and updates via multiple channels in an automated fashion
Provides reporting on project/case status

Cons

Duplicate updates and status alerts
Confusion around which path to submit cases
User interface is relatively outdated

Return on Investment

We’ve seen immense efficiency gains for tech services by using the platform
This has helped our team prioritize and track requests/follow ups

Verified User

Manager in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

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.

Pros

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

Cons

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

Return on Investment

Higher end user engagement
Standard/Centralized support/Tools
Quicker MTTR

Other Software Used

VNC Connect, Microsoft Teams, PaperCut

SysAid

What is SysAid?

Categories & Use Cases

Media

Key Features

Top Performing Features

Organize and prioritize service tickets

Subscription-based notifications

Change requests repository

Areas for Improvement

Self-service tools

Expert directory

Policy and contract enforcement

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Other Software Used

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