17 years helping Israeli businesses
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What Is SysAid?
SysAid is the next-gen of AI-Powered Help Desk platforms: a comprehensive solution with generative AI implemented into every element of service management, all wrapped up in an intuitive, fully conversational user experience. Empowering organizations to deliver exceptional service – automagically. This delights employees with a reliable, easily accessible, and incredibly convenient service experience. Frees up admins so they can focus on more strategic tasks. And liberates organizations to unleash their true potential.
Employees are no longer left frustrated by clunky interfaces or long wait times. SysAid delivers a fully conversational user experience, allowing them to interact with the help desk through chat, email, familiar platforms like Teams, or a self-service portal.
The impact goes beyond efficiency. SysAid fosters a culture of exceptional service. Employees consistently receive reliable, easily accessible support, boosting morale and productivity.
Who Uses SysAid?
We serve organizations of all sizes and industries, from SMBs to Fortune 500 companies. Every SysAid edition, from Help Desk to ITSM, can be customized according to the needs of your business.
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Reviews of SysAid
Alternatives Considered:
ITIL Compliant ServiceDesk System with user-friendly self-service portal
Comments: SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).
Pros:
-Ticket registration and tracking -Workflow management -Self-Service portal -Reporting and Feed-back/Notification -ITIL-Compliant -Flexible and Customizable
Cons:
-Workflow Design is powerful but has a learning curve
Sysaid Review
Comments: My overall experience I will say it has been one of the best ITSM products out there.
Pros:
Simplicity of their IU and the smoothness is one of the highlights that I really like about sysaid
Cons:
Their IU is out modes and needs a lot of features too as well
Not so great customer service.
Comments: A help desk solution in which none was being used by the companies I worked in.
Pros:
The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.
Cons:
I've used this software for over 7 years. Almost every complaint that everyone else has about this software, I've made myself and the #1 complaint is that the company is based in Israel and they are hard to understand / get a hold of / and don't fully understand the real problems until the issue is explained a few times. I've installed purchased and installed this software in 3 different companies, and the experience was always the same. I then did work for them for a short amount of time. I wanted to bring to them the outside experience being a customer, and all the complaints I kept getting from U.S. customers, and even from other countries. I truly wanted to make this company better. But instead, they started to hire even further away, Romania, will the same comprehension issues. Now that they only 1 rep left for the U.S. and after that, I doubt they will ever hire again in the U.S. because of how different we think about customer service and how expensive we are. So they took one step forward by hiring the first U.S. rep and then myself, to them go two steps backwards by letting me go and hiring in another country for support. Yes, I did work there and am a former employee, now a customer again. But I was a customer before that, and nothing has changed before I started working there, and nothing will after I am gone. So please do not delete this review and publish for all to see as I wanted nothing for this company to succeed and instead I was shown the door.
Alternatives Considered:
COST EFFECTIVE ITSM TOOL
Comments: It has been a wonderful journey with SysAid
Pros:
I like SysAid for it ticket management module. they have really improved with the reports. with the introduction of the bi analytics, our team can now easily speak to numbers during service review meetings.
Cons:
There is more room for improvement on the software product module
SysAid Review
Comments: Very happy customer having utilised SysAid for over 10 years
Pros:
Easy of use Ability to customise the language within the system Escalation rules
Cons:
As a user daily user of SysAid theres nothing that i dont like about the product
