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SysAid is a complete IT Service Management (ITSM) solution. It focuses on ticket management and service delivery for mid-sized teams. Its standout feature is the new SysAid Copilot. This tool uses generative AI to automate tasks like ticket categorization, prioritization, and assignment. The software balances strong features with easy setup, letting IT teams start quickly without much configuration.
The platform excels in IT management, covering incident and problem management, asset tracking, and knowledge base functions. During testing, we liked the customizable workflows. They let us automate complex processes with little effort. The self-service portal was also helpful. It allowed end users to solve common issues independently, which reduced our ticket volume.
While SysAid offers great core features, some areas need improvement. The user interface feels outdated in sections like the admin portal and workflow management. The built-in remote control features are limited compared to specialized remote access tools, leading many users to prefer third-party integrations. Still, SysAid’s strong customer support and regular updates show their commitment to improvement.
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SysAid’s pricing is flexible, with options ranging from basic ticketing to full ITSM features. The platform suits organizations aiming to enhance IT service delivery without added complexity. The implementation process is straightforward, supported by helpful resources and an easy configuration that gets teams operational quickly. Overall, SysAid is a strong ITSM solution that offers a good mix of functionality, usability, and value.
(Image credit: SysAid)
SysAid: Plans and pricing
SysAid has three main plans: Help Desk, ITSM, and Enterprise. Each plan fits different organizational needs and IT maturity levels.
The Help Desk plan is for small teams needing basic ticketing and asset management. The ITSM plan offers advanced IT service management features for mid-sized and mature organizations. The Enterprise plan is a complete package with no limits, ideal for larger teams or those needing full customization and advanced analytics.
Exact pricing is not publicly available. It varies based on the number of agents and the number of assets to manage, like workstations, servers, and mobile devices. You have to contact SysAid directly for a custom quote that meets your needs.
All plans come with cloud and on-premises annual licenses. A free trial is available so teams can test all features before deciding. Keep in mind that a one-time onboarding fee is not included in the plan pricing.
(Image credit: SysAid)
SysAid: Features
SysAid offers a complete ITSM platform. It covers everything from ticket management to advanced IT automation and AI-driven service delivery. Our tests showed the platform balances functionality and ease of use well. Recent AI upgrades genuinely boost productivity instead of just following trends.
Ticket management
The ticket management system is at the heart of SysAid. It features flexible categorization, automated routing, and customizable SLA management. Both admins and end-users found the interface intuitive. Users can create custom fields and workflows tailored to their processes. The AI-powered ticket categorization and prioritization are especially helpful. They accurately assign incoming requests and suggest knowledge base articles, which cut down resolution times.
Asset management
SysAid’s asset management offers clear visibility into hardware and software across the organization. It uses automated discovery and inventory tracking. We were impressed by how it maps relationships between assets and services. This creates a clear view of how infrastructure supports business functions. The software license management features help identify compliance risks and optimization chances. Integration with the service desk links assets to related incidents smoothly.
Automation and workflows
SysAid lets IT teams create complex workflows without needing programming skills. This cuts down on manual work for routine tasks. The visual workflow designer is user-friendly, allowing us to set up approval processes, escalation rules, and notification systems quickly. We appreciated the ability to trigger automated actions based on certain conditions. For example, software licenses can be auto-provisioned when approved, and tickets can escalate if SLAs are at risk.
Self-service portal
The customizable self-service portal helps end-users find solutions on their own. It features an easy-to-navigate knowledge base and a streamlined service catalog. We found it easy to configure with our branding, enhancing user experience and encouraging adoption. The integration with the knowledge base is effective. The system suggests relevant articles based on user queries, often solving issues before tickets are submitted.
(Image credit: SysAid)
SysAid: Analytics
SysAid’s reporting features give IT managers a clear view of key performance metrics. Users can customize dashboards and choose from pre-built report templates. Our evaluation showed that standard reports included vital metrics like ticket volume, resolution times, and SLA compliance. These reports offer solid insights into service desk performance. The option to schedule automated report delivery helps keep management updated without manual work.
While basic reporting meets needs, advanced analytics feel limited compared to dedicated BI tools. Although dashboard customization exists, it lacks some flexibility in visualization types and data manipulation that power users want.
Organizations needing detailed data analysis may have to export data to other tools. However, SysAid’s recent updates indicate that enhancements in analytics are planned for the future.
(Image credit: SysAid)
SysAid: Ease of use
SysAid has a user-friendly interface that’s easy to adopt. The ticket management system helps with categorization, routing, and customization. The self-service portal is also very accessible. End-users can find solutions on their own, through a simple knowledge base and detailed service catalog. This really cuts down on ticket volume.
However, some parts of the interface, especially in the admin portal and workflow management, seem outdated and need updating.
Overall, the platform balances functionality and ease of use well. IT teams can start operations quickly without needing a lot of configuration. During our testing, we liked the visual workflow designer. It was very intuitive and let us set up approval processes, escalation rules, and notifications quickly.
Yet while the main features are easy to use, some user reviews mention bugs. These include things like login errors and situations where ticket creation freezes when switching tabs.
(Image credit: SysAid)
SysAid: Support
SysAid’s customer support is one of its best features. It offers several channels, including a helpful helpdesk, biweekly customer care chats, and thorough documentation. We found the support team to be very responsive and knowledgeable. They quickly addressed our questions and escalated complex issues to higher support tiers when needed.
The company also implements user feedback during product development. Many new features come from customer suggestions in the Feature Request Forum within the SysAid Community.
(Image credit: SysAid)
SysAid: Security
SysAid uses strong security measures throughout its platform. It meets strict international standards with ISO and SOC2 Type 2 certifications. Their data centers are also SOC2 and ISO 27001 compliant. The platform protects data with AES-256 encryption for data at rest. It uses secure network protocols with SSL/TLS encryption for data in transit. Advanced authentication options include password complexity rules, multi-factor authentication, and single sign-on with SAML 2.0.
For the AI-powered Copilot feature, SysAid takes extra security steps. They use Microsoft Azure OpenAI Services instead of consumer ChatGPT. This keeps all AI-related data in the customer’s SysAid database. They also use advanced PII removal tools to safeguard sensitive information.
SysAid: The Competition
The ITSM market has many strong alternatives to SysAid. ServiceNow, Jira Service Management, and Freshservice are the top competitors.
ServiceNow is an enterprise-grade solution with strong governance and compliance features. It suits highly regulated industries, but its complexity and higher cost may not fit smaller organizations.
Freshservice attracts those wanting automation and a customizable platform. However, some users find its reporting and analytics less effective compared to others.
Other notable options include ManageEngine ServiceDesk Plus, SolarWinds Service Desk, TOPdesk, and BMC Helix ITSM. Each has its own strengths and weaknesses. SysAid provides a comprehensive ITSM solution at a competitive price. However, Jira Service Management may offer better integration with development tools. Freshservice is often praised for its modern interface and ease of use.
Ultimately, the choice depends on specific needs. Factors like scalability, integration capabilities, and pricing will play crucial roles in decision-making.
SysAid: Final Verdict
SysAid offers a complete ITSM solution that balances functionality, usability, and value. It excels in ticket management, asset tracking, and AI features that boost IT productivity.
We think the platform is ideal for mid-sized organizations. It helps improve IT service delivery without adding complexity. Plus, it has flexible deployment options and pricing that grow with the organization.
Still, some interface elements could use a refresh, and features like remote control have limits compared to dedicated tools. However, SysAid stands out with its excellent customer support, regular updates, and willingness to adapt based on user feedback.
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