SysAid Review 2025
SysAid ITSM Plans & Pricing
SysAid Comparison
Expert Review
Pros
Cons
SysAid ITSM's Offerings
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.
Customer Support
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.
Features & Functionality
General Features
SysAid comes with several features and functionalities that make it a top ITSM solution.
Service Automation
The software simplifies everything within the IT department by automating processes to “run by themselves.” This is accomplished through various functionalities:
- Ticket Automation: Ticket Automation is achieved by categorizing every ticket, prioritizing it, and routing it to the most appropriate agent within the IT department.
- Task Automation: SysAid has an inbuilt orchestration engine (Automate Joe) that handles all the repetitive tasks that IT teams deal with. These include employee on-boarding & off-boarding, provisioning & de-provisioning of VMware virtual machines, granting access, etc.
- Self-Service Automation: This functionality equips users with the ability to solve issues by themselves, freeing up the IT department and substantially reducing the number of tickets. Some automated processes here include resetting passwords, unlocking accounts, participating in ITIL workflows, and updating profile settings.
- Workflow Automation: SysAid comes with a workflow designer that allows you to create, share, and optimize digital processes without coding or scripting. You can then add orchestration capabilities to ensure everything runs smoothly without unwanted delays and human error.
To stay in control, admins can create and adjust rules that govern the automation of processes.
Asset Management
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.
AI Service Desk
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.
BI Analytics
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:
- Incident Management: SysAid allows you to log, process, manage and report all issues that negatively impact your users, IT services, and business operations. This is made possible through functionalities such as incident detection and recording, initial classification, escalation, diagnosis, monitoring, etc.
- Change Management: SysAid comes with pre-configured change management templates that are compliant with ITIL best practices. These will help you assess the risks of every change beforehand and ensure that all changes are recorded and evaluated and proper permissions granted. The templates can also be customized to ensure that all changes implemented align with your change policies and business needs.
- Problem Management: This capability helps minimize the impact of incidents that take place and problems that occur in your IT infrastructure and systems. The software also proactively prevents incidents, problems, and errors from occurring.
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:
- Microsoft Teams
- Zapier
- Jira Software
- TeamViewer
- Power BI
- Slack
Incident Management
Efficiently handle and resolve IT incidents.
Change Management
Effectively manage IT infrastructure changes.
Request Management
Simplify service request processes for IT teams.
Reporting
Generate detailed reports for insights and decision-making.
Ease Of Use:
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.
Verdict:
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.
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