SysAid provides several plans and packages to cater to all sizes of businesses. To help potential customers explore the service, the company offers a demo and a free trial without requiring a credit card.
Help Desk is meant to help smaller companies handle tickets and resolve everything quickly to boost productivity. The software comes with Asset Management, Ticket Automation, Self-Service, and Automated Reporting. The cost starts at $3,60 a year for 3 admins and 250 assets, and the service can be scaled upwards depending on your business needs.
ITSM offers more power, control, and automation for mid-size teams and mature IT departments. The plan includes everything in Help Desk plus an ITIL Package, Workflow Automation, Third-Party Integrations, and Advanced Customized Fields. The cost starts at $7,500 a year for 3 admins and 250 assets.
ITSM+ is meant for large organizations that need advanced analytics and automation outside the IT department. The plan includes everything offered in ITSM plus BI Analytics, Task Automation, and a Business Value Dashboard. The cost starts at about $12,500 a year for 3 admins and 250 assets.
SysAid is a bit tricky to set up, but the company provides customers with a specialist to guide them through the entire setup and onboarding process. Beyond that, SysAid is very intuitive and user-friendly for both admins and front-end users.
As an admin, you will have an easy time onboarding users as you can install the Automate Joe add-on to automate everything. When the system has been set up and collected all necessary data, you will be taken directly to the helpdesk dashboard. From there, you can click the monitor icon to go to the asset management dashboard, where you will find a collapsible list of all assets.
Front-end users can use the desktop shortcut to launch the service desk. SysAid provides an industry-first hotkey (F11 by default) that lets users take screenshots and videos, which are then automatically attached during ticket creation. This can also be done on other platforms such as Microsoft Teams, thanks to SysAid’s AI integration.
The overall SysAid design is tab-based, but the available functionalities and basic appearance can be easily altered as business changes happen.
SysAid offers 24/7 customer support through various channels.
Live Chat
The company has a live chat option that deals with new sales, existing user support, and tech support. The service is usually available Monday through Friday, 8:00 am to 10:00 pm GMT, 3:00 am to 5:00 pm EST, and 12:00 am to 2:00 pm PST.
However, from my experience, the live chat support may not be available throughout the stated hours.
Ticket Support
SysAid provides ticket support where you can report an incident and get support team assistance or professional services. This system allows you to specify the type of incident, sub-category, business impact, and more. The company’s ticket support generally responds within the hour.
Call Support
SysAid provides 24/7 call support with call centers in the US, UK, Australia, Brazil, and Israel.
Knowledge Base
Besides contacting support, you can get assistance through the company’s comprehensive knowledge base on the website. It includes resources such as video tutorials, online community, online help (comprehensive guides), and FAQs.
SysAid comes with several features and functionalities that make it a top ITSM solution.
The software simplifies everything within the IT department by automating processes to “run by themselves.” This is accomplished through various functionalities:
To stay in control, admins can create and adjust rules that govern the automation of processes.
SysAid provides several IT asset management tools that help keep track of all your hardware, software, and network infrastructure. These tools provide a comprehensive list of all assets to enhance discovery and provide real-time data and custom alerts that enable monitoring. All this information is stored in a CMDB and is used to predict the influence of changes.
SysAid is integrated with Microsoft Teams to provide AI-powered ticket resolution through the SysAid bot, with the IT team still being able to approve resolutions. Users can initiate requests via Teams, and the system will then provide auto-routing and even kick off workflow processes. All the while, the IT team won’t need to switch environments, and users can continue to use their preferred communication channel.
SysAid provides a built-in analytics tool that offers users pre-defined KPIs that can be used out-of-the-box. Powered by Olik, BI Analytics provides an organization with a comprehensive view of the technology and team’s performance, data that can be used to make decisions and improve the overall business performance.
ITIL Package
SysAid comes with features that help meet the most important ITIL best-practice standards. These include:
All these processes are completely integrated with the SysAid Service Desk and the CMDB
Integrations
SysAid provides a wide range of integrations, pre-built packages, and automation bots. The fully configured integrations include:
SysAid is one of the top ITSM solutions in the market, and the product stands out due to its impressive automation and integration. The solution provides IT and enterprise service management capabilities that can instantly boost service delivery and greatly enhance the end-user experience, ultimately driving value across the organization. SysAid can be deployed across all industries and business sizes, from SMBs to Fortune 500 corporations.
