SysAid

About SysAid

Deep Dive with Clara AI

SysAid is an ITSM, Service desk, and Help desk software solution that integrates all the essential IT tools into a single product. Its powerful set of features consists of a Help desk, IT Asset Management, and various easy-to-use tools for analyzing and optimizing IT performance. SysAid’s IT Asset Management arm manages the IT hardware, software, and mobile assets apart from providing benefits of an integrated ITSM and IT asset management solution. It easily discovers the assets in the user’s network and views the entire status of their hardware components and software products. SysAid Help Desk delivers all the essentials: a superior ticket management tool, IT asset management, mobile device management, chat, self-service, mobile apps, password reset, industry benchmarking, and more. It even provides a variety of sophisticated and user-friendly analytics tools in order to obtain a more accurate and holistic view of the user’s IT service performance.

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Pricing

Free Trial Available
Offers Custom plan.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

99%
Reviews

88%
Momentum

64%
Popularity

85%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)
Desktop App (Windows, Mac)

Organization Types Supported

All (Small, Medium, Large)

API Support

Available

Modes of Support

24/7 (Live rep), Business Hours, Online

SysAid Awards

# 4 Fastest Growing Software Help Desk Software
Q2 2024

# 5 Most Popular Software Help Desk Software
Q2 2024

# 2 Most Worthy Software Help Desk Software
Q2 2023

# 10 Fastest Growing Software Help Desk Software
Q2 2023

# 2 Most Popular Software Help Desk Software
Q2 2023

# 2 Most Worthy Software Help Desk Software
Q1 2022

# 7 Highly Rated Help Desk Software
Q1 2022

# 3 Fastest Growing Help Desk Software
Q1 2022

# 2 Most Popular Help Desk Software
Q1 2022

# 3 Most Worthy Help Desk Software
Q1 2021

# 11 Highly Rated Help Desk Software
Q1 2021

# 13 Fastest Growing Help Desk Software
Q1 2021

# 1 Most Popular Help Desk Software
Q1 2021

# 3 Highly Rated Help Desk Software
Q3 2019

# 2 Most Popular Help Desk Software
Q3 2019

# 6 Most Searched Help Desk Software
Q3 2019

SysAid Features

Show Feature Explanation

Show Missing Features

Help Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

99%

Unique Features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Multi-language Support

Available in multiple languages to support global customers

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

Standard Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys and Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

IT Asset Management

Helps to automate the full IT lifecycle of software and hardware assets on a single platform

Service Desk Features

Request Management

Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options.

Problem Management

Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions.

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Prioritization

Arrange the list of activities, incidents, and tasks based on their relative importance

CMDB

Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle.

Change Management

Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs.

Mobile Access

Allows accessing the software and product/service related information from a mobile device

Reporting (Analytics)

Provides insightful reports and important business metrics to track and measure the outcomes and progress.

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys and Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Multi-language Support

Available in multiple languages to support global customers

Asset Management

Manages the entire lifecycle of the assets and equipment

Walk-up Experience

Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service.

Remote Access

Permits users to access applications and files, whether traveling or working remotely away from the office or home network.

SysAid Pricing

Free Trial

Available

No Credit Card Required, Get Started for Free

Pricing Options

Premium Plans ( Quotation Based )

Standard Help Desk Custom

Ideal for lean teams looking to simplify and speed up service delivery. Includes smart ticket handling, auto-responses, and advanced AI assistance.

Features

Chatbot for End-Users
- SSP Integration
- Microsoft Teams Integration
- AI Emailbot Integration
- Multi-language support
Chatbot for Agents
- Real-time ticket summary
- Service record solution advisor
- Task prioritization advisor
- AI Asset Management
- Compose a message
- Send the message
- Data-segregation
Agent assist
- AI Case Summarization
- AI Emotion
- AI Author
- AI Intelligent Categorization
Data pool
Customizable guardrails
Chatbot quality scoring
Monitor and fine-tune chatbot answers
AI usage dashboard
AI insights weekly email
Gen AI training for service agents
Nearly 100 prebuilt AI agents
AI connections
Service Desk Essentials
- Incident management
- Knowledge base
- Multi-channel support, including custom-branded customer portal, email, and chat
- Work intake through customizable forms, workflows and queues
Priority management
Includes 250 managed assets (additional assets are available on demand)
Asset monitoring
CMDB
TeamViewer Remote Control: add-on
Inventory management
Network discovery
Patch management
Advanced discovery, powered by Lansweeper
*Requires an active Lansweeper license.
ITSM dashboards
BI analytics dashboard (includes a Qlik license)
Performance benchmarking
Email ticket creation
Email notifications
Email rules
AI emailbot
Data storage: Unlimited
Storage retention: Up to 2 years
Self-serve support
24/6 Email support
Priority 1 response time SLA: 3 hours
Security and Privacy
- GDPR
- CCPA
- DPA
- Multi-Region data residency
- SOC 2 Type II compliance
- Multi-factor authentication (MFA)
- Single sign on (SSO)
- ISO/IEC 27001;
- ISO/IEC 27017; ISO/IEC 27018
- SSL configuration

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Pro ITSM Custom

Built for mid-sized or mature IT teams who want to simplify complex workflows and hand off work to AI. Includes the ability to customize AI Agents or build your own.

Features

Includes features of Standard Help Desk plan, plus
Data segregation
AI agent builder
Multiple self-service portals
Fields customization
50 configurable custom columns with diverse field types
Routing rules
Escalation rules and alerts
Custom workflows
Workflow designer
Fulfill action items via email and SSP
Customized reporting
Change management
Problem management
Request management
Multi-language support
Storage retention: Up to 7 years
Sandbox
24/6 Live chat support
Panic alert
Callback option
Priority 1 response time SLA: 1 hour
Dedicated customer success manager

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Enterprise Custom

This plan is designed to meet the needs of large organizations with complex environments and enormous workloads, offering advanced customization and organization-wide automation.

Features

Includes features of Pro ITSM plan, plus
Storage retention: Unlimited
24/7 Support for priority 1 issues
24/6 WhatsApp support
Resolution time: Within 3 days
Priority 1 response time SLA: 30 minutes
Dedicated senior engineers

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Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 30/07/2025 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about SysAid Pricing

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SysAid Reviews

User Rating

3.4/5 (Based on 59 Ratings)

Rating Distribution

Excellent
42.4%
Very Good
18.6%
Average
6.8%
Poor
0%
Terrible
32.2%

User Sentiments

Ease of Use, Extensive Customizations, Excellent Customer Support, Comprehensive Ticketing System

Outdated User Interface, Limited Reporting Capabilities, Complex Configuration, Subpar Mobile App Functionality

Do You Use SysAid?

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Review Summary

SysAid earns consistent praise for its user-friendly interface, extensive customization options, and robust automation capabilities. Its ticketing system is highly regarded for its efficiency and ability to streamline customer support processes. The reporting and analytics features are also well-received, providing valuable insights for improving IT service delivery. Some users have reported occasional performance issues and a learning curve associated with the initial setup. However, overall, SysAid is highly recommended for its comprehensive ITSM capabilities and ability to enhance the efficiency and effectiveness of IT service management.

Pros

Comprehensive ITSM solution with incident, change, asset, and service request management.
Userfriendly interface with customizable dashboards and reports.
Customizable automation with powerful workflow engine.
Strong integrations with various thirdparty applications.

Cons

Steep learning curve for new users due to complexity of the tool.
Limited reporting and analytics capabilities.
Comparative lack of dedicated mobile app.
Occasional performance issues reported by some users.

SysAid Reviews

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SysAid FAQs

What is SysAid used for?

SysAid is Help Desk Software. SysAid offers the following functionalities:

AI Assistant
Incident Management
Social Media Integration
Multi-Channel Communication
Macros (Templated Responses)
Document Storage
Customizable Branding
Ticket Management
Surveys and Feedback
Known Issue Management
Knowledge Base
Contract (SLA Management)
Community Forums
Automated Routing
Alerts (Escalation)
Self Service Portal
Multi-language Support
Live Chat

Learn more about SysAid features.

What are the top alternatives for SysAid?

Here`s a list of the best alternatives for SysAid:

Does SysAid provide API?

Yes, SysAid provides API.

Which helpdesk is ideal for software companies?

For software companies, the ideal helpdesk supports fast ticket resolution, integrates with development/issue-tracking tools, and provides a self-service knowledge base and product support workflows.