| Help Desk |
Comprehensive Help Desk Capabilities
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| Allows end users to submit service requests, track service history, and access information from the FAQ Knowledgebase to independently resolve user issues.Self Service Portal |
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| Manage a knowledge base for your administrators to address common issues. Preserve your organization's accumulated knowledge for later reference, and improve the quality and speed of the support you provide.Knowledge Base |
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| Share IT news with your administrators and end users about scheduled maintenance, special events, and other important information.News |
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| Stay updated anywhere with SysAid's text messaging integration. Based on preconditions you set, SysAid will send alerts directly to your mobile phone.SMS/Text Message Integration |
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| Set up rules to coordinate your service with predetermined conditions. Make sure necessary actions are carried out by the required due-date, and keep all relevant administration teams updated and on-track.Escalation Rules |
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| Define your own timers to accurately measure every step within your service and support processes.Dynamic Timers |
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| Generate reports on your help desk activity, service quality, hardware/software inventory, tasks, and projects. In addition, configure reports that present the categories, administrators, companies, and service requests according to the highest values.Reports |
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| SysAid allows you to schedule automatic reports and send them to relevant administrators on a regular and periodic basis.Report Scheduler |
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Included in Manager Dashboard |
Included in Manager Dashboard |
| With flexible customization capabilities, you can customize your own reports or use a template from existing reports. Your own reports are integrated into SysAid and have all the functions of the built-in reports.Customized Reports |
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Included in Manager Dashboard |
Included in Manager Dashboard |
| Nominate specific end users to act as supervisors. Supervisors are able to see service requests of other end users from their department.Define Supervisors |
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| Permissions control on administrator level |
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| Advanced Permissions control on administrator level |
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| Permissions Per Groups |
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| SysAid keeps a complete record of all the changes and updates made to a service request including information about the user who added changes, a timestamp, and a history of the service request data.Complete Service Record History |
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| Create your own satisfaction survey poll that can be sent to end users upon closing requests.Customized Surveys |
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| Multiple Survey Questions |
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| You can set a hotkey that will immediately launch the SysAid End-User Portal from any end-user station for the easy submission of requests.End-User Hotkey for Submitting Service Requests |
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| Upon opening a service request submitted from end-user PC's, SysAid allows you to automatically attach a screenshot of what the user is viewing. This helps clarify the content of service requests and helps you more quickly resolve user issues.End-User Screenshots Are Attached to Service Requests Automatically |
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| Help Desk Process Automation |
| Automatic Routing Rules |
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| You can set escalation rules to automatically calculate and change the due dates for various tickets according to the level of priority and urgency.Automatic Due Dates Based on Your Various Services |
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| SysAid automatically prioritizes submitted service requests according to your own pre-set preferences.Automatic Prioritization |
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| You can create service request templates for the most common recurring issues to save your users time and effort when they submit service requests.Quick List - Service Requests Including Pre-Filled Data |
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| Asset Management |
| By deploying the SysAid agent to your network, you enable SysAid to automatically detect any desktop, laptop or server in your network and perform a full inventory scan of hardware and software.Automatically Detect Desktops, Laptops and Servers |
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| SysAid is able to detect the software and hardware on each of your network stations and servers. It also detects any changes that are made to hardware and software. You can set configurations so that SysAid notifies you when any changes are made.Hardware and Software Detection - Including Changes |
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| It is possible to exercise remote control over computers to help solve technical issues. This can be performed from within each service request.Remote Control |
1 Channel |
1 Channel |
1 Channel |
| Additional Remote Control Channels |
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Optional |
Optional |
| Printers, routers and other network devices that support SNMP can be automatically detected via the SNMP protocol. You can extract basic and custom information from the devices.Printers, Routers and Other Device Support Through SNMP |
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| SysAid stores a complete history of each of your machines, including software services and hardware changes.Complete History |
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| SysAid is able to extract window registry key values based on operating systems in your network.Extract Customized Registry Values |
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| You can import network assets from a CSV file into SysAid all at once.Import Assets From CSV Files |
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| SysAid MDM (Mobile Device Management) capabilities lets admins manage and secure mobile devices as assets.SysAid MDM |
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| Customization |
| Customize SysAid to show your own company logo on each software interface, in your outgoing emails, and in your reports.Use Your Own Logo |
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| It is possible to customize any list in SysAid to display the values most relevant to you. You can also customize different views to display a different collection of fields for each list.List Customization Including Categories, Status, Priority, Urgency, etc. |
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| It is possible to customize automatic notifications that are emailed to end users or administrators with details about the latest updates.Customize Notification |
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| It is possible to design the SysAid interface, printouts, notifications, FAQs, and Knowledge Base items to suit your exact need with HTML code.HTML Customization |
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| SysAid enables you to compose web forms to be filled out by your end users, which you can then integrate in your website.Web Forms |
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| Additional Custom Fields |
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Optional |
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| You can add as many customized tabs as needed to each page in SysAid.Unlimited Custom Tabs |
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| You can add or remove fields and design them according to your needs in any list view or list filter.Customize List Views and Filters |
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| You can add or remove fields and design them according to your needs in any form.Customize Forms |
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| The SysAid End-User Portal provides your end users with an intuitive interface that allows them to check their previous service requests, consult the Knowledgebase, and easily submit requests. You can customize this portal according to your needs.Customize the End-User Portal |
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| Mandatory Field Per Status |
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| Customized Monitoring Configurations |
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| Email Integration |
| When a service request is submitted via email, it is automatically integrated to SysAid. The sender's email address is stored in the service request, and notifications about the service processes are automatically sent to the end user, according to your settings.Full Email Integration (Mail to Service Request) |
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| Incoming Email Address Integration |
Limited to 2 Emails |
Limited to 2 Emails |
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| Multiple Sender Email Addresses |
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| Create a Copy of Incoming Emails |
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| It is possible to view all email correspondence between administrators and end users within their service requests, including automatic notifications sent by SysAid.All Email Communication Documented Within the Service Request |
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| System and Integration |
| LDAP integration allows you to upload all end-user information into SysAid and use the active directory passwords.Active Directory |
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| Integrate SysAid with your external applications and write your own codes to create, retrieve, update, and delete SysAid entities.API |
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| SysAid supports the following databases: Oracle, MySQL, MSSQL and internal Derby databases.Database Integration With Oracle, MySQL or MS SQL |
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| SysAid can integrate with IIS and Apache web servers.IIS/Apache Web Server Integration |
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| It is possible to use SysAid on a server with various platforms: Windows, Linux, and Unix.Server Platform (Windows/Unix/Linux/Mac) |
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| It is possible to deploy the SysAid agent to your network with various platforms: Windows, Linux, Unix, and Mac.Client/Agent Platform (Windows/Linux/Mac) |
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| It is possible to set SysAid to automatically recognize users who are logged in to your environment without requiring them to log into SysAid.Single Sign-On |
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| It is possible to import all your users at once into SysAid, from an external CSV file.Import Users from CSV File (including a scheduled import) |
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| SysAid keeps an event log of all the history of events in the system.Event Log |
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| Mobile Application |
| iPhone |
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| BlackBerry |
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| Android |
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| Windows Phone 7 |
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| ITIL Package |
| SysAid keeps track of significant elements in your IT network, maps the various connections between all your network components, and helps you predict the influence of changes. From this perspective, your Level 1 administrators can use graphical representations to evaluate the business impact of incidents reported in every service request they receive.ITIL CMDB |
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| Create templates to systemize the workflow process when dealing with complex problems that require the cooperation of many administrators and different working teams. Manage all the incidents related to specific problems, and communicate with your end users about the resolution status.ITIL Problem Management |
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| Prepare for future changes by customizing your own change process templates, including multi-level risk assessment and authorization. You can also use SysAid's pre-configured ITIL best practice templates. Track, monitor and report change processes that are fully integrated with all other SysAid modules.ITIL Change Management |
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| Create a tailor-made request process for each type of service you offer and fulfill user requests quickly.ITIL Request Fulfillment |
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| Create Service Level Agreements (SLAs) for the quality and speed of service that your IT team is expected to provide. Define routing rules, priorities, due dates, escalation rules, and more for each SLA, and measure how your help desk is performing in a real-time graphical dashboard. Use the measurement grades to identify and measure your successes and develop new strategies to meet your future goals.SLA/SLM |
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| Additional Modules |
| Initiate conversations with any end user logged in to your network and access all the information you need to resolve a service request from within a chat conversation. View the end user's entire service history and personal details, create new service requests, and save chat conversations for later reference. End users can initiate chats from the End-User Portal or via an external website.Live Chat |
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| The IT Benchmark calculates statistics on your IT performance within four parameters: current month, last month, current year, and last year. Compare your current statistics with data from previous periods to evaluate your performance, and identify trends with history charts of the previous 60 days. Compare your statistics with thousands of IT departments worldwide and see how your performance stands in relation to the international average.IT Benchmark |
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| Stay organized with a calendar that's completely integrated with the rest of SysAid. All service request due dates and activities as well as software support expiration dates are automatically added to your calendar. You can also easily create your own events. Export this Calendar to Microsoft Exchange to view it in Outlook. A calendar is also available for your end users in the End-User Portal where they can view the submit dates and due dates of their service requests.SysAid Calendar |
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| Allows end users to securely reset their passwords and unlock their accounts without intervention from your IT staff, dramatically reducing the number of service requests submitted by your end users.Password Services |
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Optional |
Optional |
| Provides end users the ability to remotely access their desktops from anywhere—in the office, from home, and on the go!My Desktop |
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1 Channel |
1 Channel |
| Additional My Desktop Channels |
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Optional |
Optional |
| View a graphical representation of your helpdesk's activities and performance through a collection of various charts. It is possible to generate and schedule built-in reports or customize your own reports.Manager Dashboard |
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Optional |
Optional |
| SysAid allows you to plan and follow your projects and tasks. You can account for the relationships between projects, tasks, assigned administrators and groups, and other entities.Projects and Tasks |
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Optional |
Optional |
| SysAid can monitor servers and send warnings when errors are detected. Extended graphs are also available.Asset Monitoring |
Workstations Only |
Optional - Unlimited Workstations and Servers |
Optional - Unlimited Workstations and Servers |
| Administration |
| Add as many administrators as you need, group them, and track their various activities in your help desk. (SysAid Free Edition is limited to 2 Administrators.)Included Number of Administrators |
2 |
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3 |
| Add as many administrators as you need, group them, and track their various activities in your helpdesk. (SysAid Free Edition is limited to 2 Administrators.)Additional Administrators |
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Optional |
Optional |
| SysAid identifies each end user with a unique username, and keeps history of all the service requests and services provided to that end user. (SysAid Free Edition is limited to up to 100 end users.)Included Number of End Users |
100 |
Unlimited |
Unlimited |
SysAid keeps a record of the software and hardware changes on each asset, allows remote control, and integrates asset management with all other SysAid modules- so you can, for instance, have full access to the details of the asset from which a service request was sent. (SysAid Free edition is limited to up to 100 assets.)Included Number of Assets
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100 |
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250 |
| SysAid keeps a record of the software and hardware changes on each asset, allows remote control, and integrates asset management with all other SysAid modules- so you can, for instance, have full access to the details of the asset from which a service request was sent. (SysAid Free edition is limited to up to 100 assets.)Additional Assets |
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Optional |
Optional |
| Languages |
1 Language in Addition to English |
1 Language in Addition to English |
Unlimited |
| Multi-Company Support |
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| SSL Support |
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| SysAid is also available in an On-Demand Edition, hosted on our servers. This saves you the effort of maintaining hardware, backups, upgrades, and other maintenance activities.SaaS Platform Available |
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| Support Options |
| SysAid Community Forum |
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| Phone |
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| Email |
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| Service Request |
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| Live Chat |
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