4.5
Overall rating
Reviews

4.5
Overall rating
Reviews

About SysAid

SysAid empowers organizations to deliver exceptional service – automagically. A comprehensive, next-gen ITSM platform, SysAid comes ready for action with generative AI baked into every element of service management, all wrapped up in an intuitive, fully conversational user experience. The result? You lift CSAT scores by delighting employees with a reliable, easily accessible, and incredibly convenient service experience (AKA a consumer-grade service experience). Because now they can get the help they need at any time, in the channels they’re comfortable working in. MTTR improves as admins are free to now focus on more strategic tasks and projects. And organizations are liberated to unleash their true potential for productivity and fulfill their purpose.
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.
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. - thumbnail
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 - thumbnail
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 - thumbnail
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. - thumbnail
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. - thumbnail

SysAid pricing

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

Starting Price:
US$79.00/month
Free Version:
No
Free trial:
Yes

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SysAid Reviews

Feature rating

Value for Money
4.6
Functionality
4.5
Ease of Use
4.4
Customer Support
4.5
5 reviews of 439 View all reviews
Sarah
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 9/1/2023

We can track resolved incidents and help customers solve them quickly

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.

Johannes
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
4

5
Reviewed on 6/10/2023

SysAid best ITIL based IT Support tool in the market

We have been using SysAid for almost 5 years now and we have been very happy with the system, support and have commited now to another 3 years to SysAid. We are moving to the cloud version in the next month so we are very excited about this. They are also not standing still on development so we will not get stuck with old outdate technologies.

Pros

Ticket management, reporting and classifications is one of the key features that lead to the decision to make sysaid our long-term partner. The workflow functionality and teams integration is going to change our whole business, so we are very excited to move forward on SysAid Cloud. The customization is also a big plus for us.

Cons

The old-style interface but hat is also a thing of the past now that we are moving into the cloud and there new UX/UI is coming out early next year.

Alternatives Considered

Vision Helpdesk

Reasons for Switching to SysAid

Financial and customization was the biggest issues with Helpdesk
Rafael
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
3
Customer Support
1

1
Reviewed on 12/7/2017

Not so great customer service.

A help desk solution in which none was being used by the companies I worked in.

Pros

The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.

Cons

I've used this software for over 7 years. Almost every complaint that everyone else has about this software, I've made myself and the #1 complaint is that the company is based in Israel and they are hard to understand / get a hold of / and don't fully understand the real problems until the issue is explained a few times.

I've installed purchased and installed this software in 3 different companies, and the experience was always the same. I then did work for them for a short amount of time. I wanted to bring to them the outside experience being a customer, and all the complaints I kept getting from U.S. customers, and even from other countries. I truly wanted to make this company better. But instead, they started to hire even further away, Romania, will the same comprehension issues. Now that they only 1 rep left for the U.S. and after that, I doubt they will ever hire again in the U.S. because of how different we think about customer service and how expensive we are. So they took one step forward by hiring the first U.S. rep and then myself, to them go two steps backwards by letting me go and hiring in another country for support.

Yes, I did work there and am a former employee, now a customer again. But I was a customer before that, and nothing has changed before I started working there, and nothing will after I am gone. So please do not delete this review and publish for all to see as I wanted nothing for this company to succeed and instead I was shown the door.

Ross
  • Industry: Marketing & Advertising
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 29/11/2023

Great, streamlined product which does what we need it to do.

SysAid has been almost the perfect product for us so far. Its done all we need it to do. We use the MS Teams chat bot heavily and that works very well.

Pros

The MS Teams chat bot allowing users to raise tickets directly in a Teams chat.

Cons

There are still a few bugs but these are being worked on. Sometimes entering data can be time consuming as there are not always ways to do it in a batch.

Thomas
  • Industry: Law Practice
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 19/6/2019

SysAid - Simple Solution, Big Outcome

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.

Reasons for Choosing SysAid

No longer fulfilled our growing list of requirements.

Reasons for Switching to SysAid

Cost and Versatility

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