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SysAid

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4.5
Overall rating
(480)
Reviews
4.5
Overall rating
(480)
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 USD 79.00/month.

Starting Price:
USD 79.00/month
Free Version:
No
Free trial:
Yes

Alternatives to SysAid

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SysAid Reviews

Overall rating

4.5
( 480 reviews )
Write a Review!

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.5
Customer Support
4.5
5 reviews of 480 View all reviews
Luigi
Luigi
  • Industry: Hospital & Health Care
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5
5
Reviewed on 05/09/2024

Efficient IT Management with Some Room for Improvement

Overall, SysAid has been a great ITSM solution for our organization, simplifying support processes and improving user satisfaction, though there are some areas for improvement.

Pros

SysAid's user-friendly interface and real-time chat feature make it easy to manage IT support tasks and provide immediate assistance to users.

Cons

The self-service portal could use a design update, and the change management process is not as intuitive as it could be.

Alternatives Considered

Freshdesk

Reasons for Choosing SysAid

We switched from ServiceNow to SysAid primarily due to the cost. SysAid provided a more affordable solution with the essential features we needed, making it a better fit for our budget while still delivering robust IT support capabilities.

Reasons for Switching to SysAid

We chose SysAid because it offered the best balance of features, ease of use, and affordability. While ServiceNow was too complex and costly, and Freshdesk lacked some advanced ITSM features we needed, SysAid provided all the essential tools at a reasonable price, making it the ideal choice for our organization.
Corus
  • Industry: Higher Education
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5
4
Reviewed on 03/12/2024

SysAid, a cost effective reliable ITSM System for Mid - Large Enterprise

Other than a few things, we are generally happy with the system, as it has so far allowed us to manage our IT services effectively without having to pay hefty annual subscriptions.

Pros

Straight forward easy to configure inhouse without the need for a third-party expertise, including the workflow designer for Change management, making it easy to ensure each step is taken in the change process.

Cons

Admin Group Privacy - Right now, regardless of how you configure the admin groups, it is not possible to ensure that one group mis not able to see members of the other group, including their tickets.

Alternatives Considered

ManageEngine ServiceDesk Plus, TOPdesk, Freshdesk and ServiceNow

Reasons for Switching to SysAid

We had to consider Pricing and functionality.
Samuel
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
2
Functionality
5
Ease of Use
3
Customer Support
3
3
Reviewed on 03/12/2024

I look forward to SysAid 4 years from now.

Implementation is still happening after go live. That stressful.

Pros

AI's ability to reference Company Documents.

Cons

To many bugs in the system
Non-HTML email system

Alternatives Considered

Freshdesk

Reasons for Choosing SysAid

cost change

Switched From

Freshdesk

Reasons for Switching to SysAid

innovation .
Vishal
  • Industry: Hospital & Health Care
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
5
Customer Support
4
4
Reviewed on 06/09/2024

Vishal's Review on SysAid

Overall, SysAid has significantly enhanced our ticket management efficiency and user self-service capabilities, leading to faster resolution times and streamlined operations. However, its limitations in customization and integration can sometimes pose challenges.

Pros

I most appreciate SysAid’s automated ticket routing and prioritization, which streamline our support processes and ensure efficient handling of requests. The comprehensive self-service portal also stands out for empowering users to solve common issues independently.

Cons

I liked least SysAid’s limited customization options, which restrict how we can tailor the platform to fit specific organizational needs. Additionally, the complexity involved in integrating SysAid with other systems often requires significant effort and additional support.

Alternatives Considered

ServiceNow Customer Service Management

Reasons for Switching to SysAid

We chose SysAid for its strong automation features and user-friendly interface, which promised to streamline our ticket management and improve efficiency. Additionally, its comprehensive self-service portal and asset management capabilities aligned well with our operational needs.
Nejc
  • Industry: Insurance
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5
5
Reviewed on 03/12/2024

Great support and customer care, a lot of features, requires someone to help with the setup

A lot of features and configuration options. We would recommend using professional sysaid hours to setup the system.

Pros

Professional support, great Helpdesk, great costumer care, extensive documentation, ai chatbot

Cons

Although the new UI/UX is great if still lacks basic features and stability

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