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Israel Local product
SysAid

SysAid

Israel Local product

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.

SysAid Software - Ticket Queue - A consolidated, easy-to-navigate view of the ticket queue to help admins resolve issues more effectively and more efficiently.
SysAid Software - AI Chatbot -  A Conversational self-service experience that uses Generative AI to help employees work through issues by delivering answers based on what it has learned by absorbing your knowledge base articles, internal data, and ticket resolution history
SysAid Software - Ticket Journey - Admins can deep dive into the history and context of a ticket, quickly, with ticket journey filters, while reviewing a chronological, consolidated view of everything to help reach a resolution, faster – including all actions taken
SysAid Software - Workflow Automation - Digitize workflows and processes without coding or scripting. Automate complex processes with simple design and editing capabilities, and real-time visibility of the end-to-end process.
SysAid Software - AI Monitoring & Fine Tuning - Gives the admin control over the quality of answers that the AI Chatbot provides, through the ability to edit and fine-tune the answers.

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Reviews of SysAid

Average score

Overall
4.5
Ease of Use
4.5
Customer Service
4.5
Features
4.5
Value for Money
4.6

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Edward
Edward
ICT Specialist in Aruba
Verified LinkedIn User
Government Administration, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

ITIL Compliant ServiceDesk System with user-friendly self-service portal

5.0 3 years ago

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

charles
VP of IT in US
Hospital & Health Care, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

SysAid best helpdesk software hands down

5.0 4 weeks ago New

Comments: my experience has been nothing but positive. the software works like it should and if I run into trouble the support is excelent

Pros:

ease of use, patch management, remote support and asset tracking. SysAid's support is second to none

Cons:

I have nothing bad to say about their product, it does everything that I need

Rafael
MIS Technician in US
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Not so great customer service.

1.0 7 years ago

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.

Daniella
Administrative Analyst in Brazil
Consumer Services, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

My experience with SysAid

5.0 4 months ago

Comments: As an end user, we have a self-service portal that is very easy to understand, access open tickets, interact with analysts, etc...

Pros:

the practicality of handling tickets where analysts have several tools available in the form to use, in conversation with the user they can send notes on the ticket or send an email to the user, messages that reach the user instantly , and in the analyst's activities part he can detail the steps he took on that ticket, everything is very detailed and the history is saved.

Cons:

We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc...

Peter
IT Asset And Configuration in Ghana
Information Technology & Services, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Fantastic SysAid

5.0 8 months ago

Comments: It has been a great journey using SysAid since 2019. We have always had a good understanding and agreement for each request we submit.

Pros:

I like the workflows and the BI Analytics. With the workflows, we have been able to build processes for some support teams in resolving issues. Same workflows has helped streamlined our change approval process. With the approval process in place in SysAid, we no longer face audit exceptions on no approval was obtained from a stakeholder before CAB. Service Review meetings has been more insigtful with the use of the BI Analytics to provide data for tickets resolved by each support team , as well as review tickets pending and aging.

Cons:

I do not like the fact that the Knowledge base management cannot give a comprehensive report on usage. They are only show most viewed articles based on a cumulative count of viewers.