What is SysAid?

SysAid is an ITSM, Service Desk and Help Desk software solution that integrates all of the essential IT tools into one product. Its rich set of features include a powerful Help Desk, IT Asset Management, and other easy-to-use tools for analyzing and optimizing IT performance.

Pricing

SysAid Starting Price

Awards
SysAid Award

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SysAid Screenshots

Key Features of SysAid

Here are the powerful features that make SysAid stand out from the competition. Packed with innovative tools and advanced functionalities, this software offers a range of benefits.

  • Asset Management
  • Email Integration
  • Help Desk
  • Inventory Management
  • Task Management
  • Onboarding
  • Self Service Portal
  • Real Time Monitoring
  • Workflow Management
  • Collaboration
  • Inventory Tracking
  • Issue Management
  • Surveys & Feedback
  • Dashboard
  • Activity Tracking
  • Software Inventory
  • Scheduling
  • Knowledge Base
  • Escalation Management
  • Automated Routing
  • Incident Management
  • Service Desk (ITIL ITSM)
  • Ticket Management
  • Help Desk Management
  • Problem Management
  • Service Level Management
  • Service Level Agreement (SLA) Management
  • Third Party Integration
  • Calendar Management
  • Client Portal
  • Routing
  • Event Logs
  • Asset Lifecycle Management
  • Configuration Management
  • Change Management
  • Incident Reporting
  • Multi-Channel Communication
  • Release Management
  • Service Catalog Management
  • Asset Tracking
  • Mobile Access
  • Service History Tracking
  • Remote Access
  • Approval Workflow
  • Completion Tracking
  • Whitelisting / Blacklisting
  • Email Distribution
  • Saas helpdesk software
  • Prioritization
  • Action Management
  • Multi-Channel Collection
  • Trend Analysis
  • Reporting/Analytics
  • Canned Responses
  • Change Planning
  • Knowledge Base Management
  • IT Asset Management
  • Mobile Notifications
  • Warranty Tracking
  • Pre-built Templates
  • GDPR Compliance
  • Archiving
  • Multi-Language
  • Cataloging/Categorization
  • Patch Management
  • Queue Management
  • Alerts / Escalation
  • Ticket/Issue Tracking
  • Barcode / Ticket Scanning
  • Activity Log
  • Release & Deployment Management
  • CMDB
  • SLA Management
  • Hardware Inventory
  • Service Reporting
  • Troubleshooting Reports
  • Scheduled Messaging
  • Service Catalog
  • SLA Monitoring
  • Notification Scheduling
  • Server Monitoring
  • Multi-Patch Deployments
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SysAid Specifications

Get a closer look at the technical specifications and system requirements for SysAid. Find out if it's compatible with your operating system and other software.

Deployment :
Any
Subscription Plan :
Yearly
Accessibility :
API
Customization
Mobile Support
Desktop Platforms :
MacOs
Windows
Language Support :
Chinese
English
French
German
Hebrew
Italian
Japanese
Portuguese
Russian
Spanish
Business :
StartUps
SMEs
Agencies
Enterprises
Available Support :
Email
Phone
Live Support
Training
Tickets
Integrations :
  • Slack
  • Sage 50
  • SAP
  • SalesForce
  • EasyRun
  • Asterisk
  • OTRS
  • Ping Identity
  • Visual Studio
  • QuickBooks
  • SSO Connector
  • Jira Software - Cloud Service
  • TeamViewer Embedded Service
  • SolarWinds
  • Google Apps
  • ADFS
  • Skype for Business
  • Okta
  • CAS
  • Trello
  • OneLogin
  • Office365
  • Nagios
  • OpenAM
  • IP Filter
  • Shibboleth
  • Bomgar
  • LogMeIn Rescue
  • Azure
  • Chromebook
  • POwer BI Extract
Company Details :
Company Name : SysAid Technologies Ltd.
Headquarter : Tel Aviv
Website : Visit Website
Full Address : 1 Hayarden St. P.O Box 1142 Airport City

SysAid Comparisons

Compare SysAid with other similar options available in Help Desk Software. Explore the key differences to see why it's the top choice for businesses and individuals.

SysAid Description

Here's the comprehensive description of SysAid. Gain a brief understanding of its unique features and exceptional benefits.

So your team needs an IT help desk – to handle tickets, resolve issues, manage assets, and all that other IT stuff. But what they don’t need is the whole mess of setting it up and keeping it running.

Meet the SysAid Help Desk. It does all the tasks you need, all on its own. No more manually sorting tickets or searching for assets. Now your help desk runs itself, so you can get back to running everything else.

SysAid founder

The IT service management (ITSM) industry has been growing exponentially over the past few years all over the globe. However, in India businesses have only come to realize the perks of their IT services being managed with automation, which improves both staff and end-user experience.

Spearheading this revolution are companies like SysAid, which offer innovative ITSM, Service Desk, and Help Desk management solutions for organizations with multiple backend IT tasks. From HR to healthcare, SysAid has helped many industries simplify their IT tasks and assisted teams run digital processes smoothly, earning much renown and appreciation globally.

We are fortunate to have interviewed Ms. Hila Lamm, the CGO of SysAid to talk about her company’s mission, vision, and journey henceforth.

In Conversation with Hila Lamm, Chief Growth Officer for SysAid

Here’s an excerpt from the interview:

A warm welcome from SoftwareSuggest, Ms. Lamm. Our readers are keen to know what prompted you to join SysAid? Tell us about your journey so far.

I come from a customer service background, including 10 years at NICE Systems, a leading provider of contact center solutions. Contact centers are all about large-scale B to C service delivery. I was heading multiple product lines and really championed the idea of transforming customer service into a vehicle for customer experience, with measurable value and performance metrics using all kinds of analytics, including AI and automation.

After years in this area, developing multiple products, we began looking at internal organizational services and thinking, ‘Wow, we can really apply some of those concepts to the way we engage internally.’

That was the opportunity I saw with SysAid – and IT service management more generally – bringing all the great B2C standards into the B2E environment. Whether in IT, HR, or marketing, we can bring the kind of service that we’ve learned to expect as consumers into our internal operations. I think ITSM is just on the verge of this very interesting transition.

What prompted your foray into ITSM?

The ITSM market is at a most interesting turning or tipping point, impacted by many great macro trends. COVID-19 is driving work-from-anywhere. B2C customer experience expectations are pushing us to engage with employees differently – also known as consumerization.

And high-end technologies, such as automation and AI, are being democratized through wide availability. All of these trends, when handled correctly, can completely transform the way internal services are going to be delivered and the tools used to deliver them.

That fascinates me because it’s not only about innovation in sales but innovation in the way our customers are operating internally. So I call myself an “interpreneur” – in the spirit of bringing innovation into companies, into the experience they provide their employees, with the tools needed to do the job right.

I think that the next couple of years are going to be transformative for this industry.

How has SysAid equipped itself to deal with the Covid-19 situation better?

COVID-19 really made us drink our own champagne. The first thing we realized is that we need to enable work-from-anywhere and provide maximum flexibility to our employees while ensuring regulatory compliance.

So, we came up with the Worksafe app, which makes every employee sign a health form and also helps management understand where they are – at home, in the office, logged in elsewhere – and manages the whole process with our own automation. It was great fun to be the first early adopter of our own technology. Later on, of course, we offered it to our customers.

It has really been an important year in terms of putting everything that we preach to the test. Even though we’re global, we do have specific on-premises centers that had to move to remote work. We really came to rely on the SysAid system for our internal needs around the world to make sure that the work is being done, processes are being followed, docs are being created and documented, and issues completely resolved.

Like for everyone else, the situation made us collaborate more heavily. And we became more dependent on collaboration tools, some of which are ours and some belonging to other vendors, such as Slack, G-Chat, and, of course, Zoom.

Any interesting changes in SysAid numbers/stats that you would like to share between pre-pandemic and now?

I cannot share the exact numbers, but there are two achievements I am most proud of.

One is that we managed to outperform our own sales targets during 2020, despite COVID-19 and to consider that some companies’ immediate reaction at the time was to hold budgets. It’s an indication that ITSM and SysAid are trusted to help customers deal with the kinds of situations that arose during the pandemic.

And the other achievement is our retention numbers. It was great to see that our churn rates went down.

The trends were very positive and very encouraging.

What updates and advancements are being made at SysAid to help your clients navigate in the new normal?

Other than what we immediately released, like the Worksafe app and others, of course, we are adjusting to the new collaboration environment. We are enabling service via Slack, via Microsoft Teams, and so on, and keeping close track of every new collaboration tool. As the trend gains momentum, we are making sure IT teams and others can provide service from wherever their employees are located and through whatever channel they are using.

Yet, this is a journey. There is no endpoint you can ever reach because those working environments will continue to develop. And as they develop, we will be there – together with our people, IT help desk staff, and internal service providers.

The other thing that you’ve seen us do in response to the increased workload on IT is to enhance our automation and orchestration. This allows IT to focus on things that require a human touch and let all the repetitive, mundane work be handled automatically.

And last but not least, when people are no longer in the office, you need a way to replace the human interactions that create the links in a given process. That’s why we released Workflow Designer, Zapier integration, and other technologies for automating complete workflows from end to end.

What is your vision and plan for taking SysAid to greater heights in the next 5 years?

My vision is very much tied to the new reality of this hybrid environment, in which our workplace has become a digital workspace. Everything that we do is now supported by digital tools, whether we like it or not, whether we planned for it or not. This has created a bunch of new opportunities for people to work from wherever they want, to join companies they could never join before.

But it also created a lot of new challenges just in terms of understanding where work is being done. Do I talk to you in Zoom? In Slack? Where do I manage my work – in email, in my productivity task manager, in the collaboration tool? And all of this is very much dependent on the technology – such as the VPN, Zoom, and the like – working as expected.

Those challenges have come to define the new employee experience. As a result, the HR team is no longer the only one responsible for employee experience. It is now very much dependent on IT. What we are seeing is a shift in challenges and a shift in responsibilities.

At SysAid, we take these changes into account as part of our central mission. Whether you’re an employee or the service provider, an IT, HR, or facilities team member, we want to make your work easy by making sure everything works for you. And the way we’ll do it is with service automation, a clear understanding of what good service looks like, and metrics to assess the experience of the service customer. We’ll make sure you get what you need from your organization as efficiently and smoothly as possible.

To make this vision come true, we are investing a lot in helping organizations adjust to a more employee-centric environment, which they will all need to do. When you can’t lure employees into the office with nice food in the kitchen, you need your digital environment to be engaging.

As a company that has been partnering with IT folks and working on these tools for many years, we take it as our responsibility to help organizations become more employee-experience-oriented. And you’ll see that initiative in our upcoming roadmap, with many great things to come.

Part of this transformation is accomplished through service automation, which aims to reduce mundane, repetitive, and predictable tasks. If I already know that you’ll need a new license for something or that you’re going to ask about your benefits, for example, then the responses can essentially be automated.

Employees will get everything they need and the managers previously responsible for those tasks will be able to focus their efforts on all the activities that really require the human touch.

What motivates and strengthens you to keep up with the competition

Personally, I love competition. I think good competitors inspire me, and my company, to become better and to sharpen our unique value.

I also love to be part of a dynamic market that keeps pushing boundaries and providing better and better value to customers. I’m happy to say that, specifically since the pandemic, the market is getting a huge boost of innovation and creativity.

Of course, I love being in this company specifically, as I get another boost of inspiration from customer feedback. There is nothing like a customer testimonial saying that they moved from a competitor’s system and how much better they feel now, how much more value they get, how much simpler it is.

Our customers are those companies that always want to get more done. They believe in what we believe – doing things the best way possible and providing the best experience without a lot of hassle. We are pragmatic, providing value with an understanding of resource limitations. Those organizations that want to get everything done, leveraging everything they have, love us, and we love them back.

What advice would you give to young entrepreneurs starting out in this field?

Start with a clear pain point that you can personally relate to. There is nothing like solving a problem that you have yourself.

Second, always find ways to provide value. Of course, this applies to your customers – that’s obvious, by relieving the pain, you’re providing them value – but it applies equally to every other interaction. It doesn’t matter if it’s a service interaction or customer support when you are building a company, hiring employees, or establishing partnerships. Always try to provide a little bit of extra value. The value you put out there comes back to you.

Finally, the reality is shifting in the industry now. So you need to build the solution for tomorrow starting today. Try to imagine what that will be like, what new challenges will present themselves, and how you can address them because tomorrow is not going to look the same.

SysAid Resources

Skills and capabilities required of a 2020 ITSM professional Get Your Free Copy
The Ultimate Tips Guide for Getting Started with ITIL Get Your Free Copy
Your 7-Point checklist for better ITSM Tool Selection Get Your Free Copy
How to build a business case for ITSM Get Your Free Copy
Thinking about Service Catalog, but your organization is not ready for it? Get Your Free Copy
8 tips to help you improve your Service Level Management (SLA) Get Your Free Copy
SysAid declared Champion in Info-Tech’s Mid-Market Service Desk Software vendor report. Get Your Free Copy
Gartner’s Magic Quadrant - SysAid is a “Niche Player” ranked in the top 14 out of 400+ ITSM vendors. Get Your Free Copy
The Forrester Wave - SysAid received the highest score among all vendors for its current offering. Get Your Free Copy
SysAid to be a high-ranking challenger in the Ovum Decision Matrix for ITSM SaaS Solution. Get Your Free Copy
SysAid enabled MMSD to centralize, track, and manage departmental activities – driving better UX Get Your Free Copy
North York General Hospital saves over CA$230K and returns 6,600 staff hours to patient every year. Get Your Free Copy
SysAid reduced incidents, improved operations, and saved time for Microdrones. Get Your Free Copy
University of Michigan Americas 1 Public University Drives Academic Success with Comprehensive ITSM Get Your Free Copy
Automation matters, even more so during a global pandemic Listen Now for free
Email is so 2019. What’s filling the gap in 2020? Listen Now for free
Take control of the way your work flows Listen Now for free
Slash 30% of Your Time With Advanced Automation Listen Now for free

SysAid Videos

Overall SysAid Reviews

Here's our unbiased review of SysAid. Discover how our team of experts rates its features, ease of use, customer support, and other aspects that contribute to its overall appeal.

4.8/5

Based on 5 Reviews

Write a Review Or
Ask a question
Feature Feature 4.6

Feature

Out of 5

Ease of use Ease of use 5

Ease of use

Out of 5

Value for money Value for money 4.8

Value for money

Out of 5

Customer support Customer support 5

Customer support

Out of 5

Likelihood to recommend Likelihood to recommend 93.3%

Likelihood to recommend

Out of 100%

SysAid Pros and Cons

"Able to assign multiple tickets at a time. Can easily create, update, close, resolve tickets. provides breadth of services and can customize some options as per requirement"

"Easy and user friendly tool for ticketing purpose. This tool can be linked to other software for generating automatic tickets. Can link incidents to problem and change management tickets. Can assign multiple tickets at a time"

"The biggest pros of this software are that it brings all your database and resources readily available on a single platform. This integration increases our productivity and helps us to flourish more."

"It logs you out every 10 mins if not in use."

"Sysaid logs you out every 10mins if not in use. Sometimes tickets are not generated for alerts received on monitoring tools."

"Windows and Blackberry users will be highly disappointed as it doesn’t come with those operating system supports."

5 SysAid Reviews

Hear directly from customers who have used SysAid. Read their experiences, feedback, and ratings to gain valuable insights into how this software has benefited their businesses.

Prachi

IT Consultant

Used the software for : More than 1 year

Company Size :10,001+ employees

5.0

Feb 07, 2020

Good and essential tool for ticketing purpose

Essential tool for ticketing purpose, provides many features and services. Includes the ITIL practices such as Incident, problem, change management. Can link tickets to one another. Can be integrated with other softwares

Feature Feature 5

Feature

Out of 5

Ease of use Ease of use 5

Ease of use

Out of 5

Value for money Value for money 5

Value for money

Out of 5

Customer support Customer support 5

Customer support

Out of 5

What do you like best about SysAid?

Able to assign multiple tickets at a time. Can easily create, update, close, resolve tickets. provides breadth of services and can customize some options as per requirement

What do you dislike about SysAid?

It logs you out every 10 mins if not in use.

Prachi

IT Consultant

Used the software for : More than 1 year

Company Size :1001-5000 employees

4.0

Jan 21, 2020

Good and Essential tool for ticketing purpose

Simple and easy tool used for ticketing purpose. Includes all ITIL practices such as Incident, problem, change, Asset and configuration management. Can create, update, resolve, close incident tickets. Can create problem tickets and change requests. Does not have too many fields to be filled up for any ticket creation. Incident, problem, changes can be linked to one another.

Feature Feature 4

Feature

Out of 5

Ease of use Ease of use 5

Ease of use

Out of 5

Value for money Value for money 5

Value for money

Out of 5

Customer support Customer support 5

Customer support

Out of 5

What do you like best about SysAid?

Easy and user friendly tool for ticketing purpose. This tool can be linked to other software for generating automatic tickets. Can link incidents to problem and change management tickets. Can assign multiple tickets at a time

What do you dislike about SysAid?

Sysaid logs you out every 10mins if not in use. Sometimes tickets are not generated for alerts received on monitoring tools.

Pratap

Used the software for : 6-12 months

Company Size :501-1000 employees

5.0

Apr 04, 2018

It will bring all your resource to a single platform

Whether it's your IT tools or asset management tools, the software integrates them well in advance to offer you all-inclusive solution for your business needs. My company is using this software and I must say it has streamlined the process up to a major extent.

Feature Feature 4

Feature

Out of 5

Ease of use Ease of use 5

Ease of use

Out of 5

Value for money Value for money 4

Value for money

Out of 5

Customer support Customer support 5

Customer support

Out of 5

What do you like best about SysAid?

The biggest pros of this software are that it brings all your database and resources readily available on a single platform. This integration increases our productivity and helps us to flourish more.

What do you dislike about SysAid?

Windows and Blackberry users will be highly disappointed as it doesn’t come with those operating system supports.

Vivek

Business Analyst

Used the software for : 2+ years

Company Size :51-200 employee

5.0

Mar 17, 2016

SysAid is a wonderfully organized Help Desk Software, Use it for sure

The best two things that I found in this software were Help Desk and IT performance evaluation. Help-Desk is so effectively designed So, that we can easily manage the services needed by the customers in a handy way. And through performance evaluation, we get to know whose doing what. Truly loved the Service.

Feature Feature 5

Feature

Out of 5

Ease of use Ease of use 5

Ease of use

Out of 5

Value for money Value for money 5

Value for money

Out of 5

Customer support Customer support 5

Customer support

Out of 5

Atiya

Used the software for : 2+ years

Company Size :51-200 employee

Verified By : facebook

5.0

Feb 12, 2016

A brilliant software that helps a lot. Improved a lot but still needs to refine to be the best among the competitors

Sys aid Help desk is a software that provides all the essential IT tools in one product. The best feature of this software is that it also offers the feature of asset management which provides a lot of facility to the companies. The software is incredibly powerful and feature rich service desk. If you are not using its cloud services, you are able to use almost all its features and you have the authority to customise it according to your choice. With a very efficient customer support the software doesn’t cost too much. The software helps me to keep my assets up to date. Some of the features that I do not like about this software are its lack of integration with third party applications. The software is not easy to use you need to have a good tech knowledge to understand its functionality although the functionalities offered are unmatchable. Moreover, the software lacks high-level customizable dashboards which are common with other service desks. Along with email integration feature is also need a lot of improvement as it is one of the significant feature of the software.

Feature Feature 5

Feature

Out of 5

Ease of use Ease of use 5

Ease of use

Out of 5

Value for money Value for money 5

Value for money

Out of 5

Customer support Customer support 5

Customer support

Out of 5

Alternatives of SysAid

Explore alternative software options that can fulfill similar requirements as SysAid. Evaluate their features, pricing, and user feedback to find the perfect fit for your needs.

SysAid FAQs

What apps do SysAid integrate with?

SysAid integrates with various apps:

  • Slack
  • Sage 50
  • SAP
  • SalesForce
  • EasyRun
  • Asterisk
  • OTRS
  • Ping Identity
  • Visual Studio
  • QuickBooks
  • SSO Connector
  • Jira Software - Cloud Service
  • TeamViewer Embedded Service
  • SolarWinds
  • Google Apps
  • ADFS
  • Skype for Business
  • Okta
  • CAS
  • Trello
  • OneLogin
  • Office365
  • Nagios
  • OpenAM
  • IP Filter
  • Shibboleth
  • Bomgar
  • LogMeIn Rescue
  • Azure
  • Chromebook
  • POwer BI Extract

What are the top 5 features for SysAid?

The top 5 features for SysAid are:

  • Asset Management
  • Email Integration
  • Help Desk
  • Inventory Management
  • Task Management