SysAid Feature Comparison

This feature comparison matrix provides a detailed breakdown of which modules and features are included in the different editions of SysAid. For the PDF version of this matrix, please click here.

Help Desk Basic Full Enterprise
Ticket Management      
  Email to Ticket      
Fully Customizable User Interface Partial    
  Escalation Rules      
Routing Rules      
Granular Permission Control Partial    
  Customizable Survey      
Multiple Survey Questions      
  Remote Control Directly from the Ticket      
  Announcements      
  Reports      
  Report Scheduler Included in Manager Dashboard Included in Manager Dashboard Included in Manager Dashboard
  Customized Reports Included in Manager Dashboard Included in Manager Dashboard Included in Manager Dashboard
  Define supervisors      
Permissions Control on Administrator Level      
Advanced Permissions Control on Administrator Level      
Permissions Per Groups      
  Complete Service Record History      
  Self-Service Portal (End-User Portal)      
  (F11) Hotkey for Submitting Service Records      
  End-User Screenshots Attached to Service Records Automatically      
  Knowledge Base      
ITIL Package Partial    
Incident Management      
  Request Fulfillment      
  Problem Management      
  Change Management      
  SLA/SLM      
  CMDB Optional    
Automation      
Automatic Routing Rules      
Automatic Escalation Rules      
  Automatic Due Dates      
  Automatic Prioritization      
  Dynamic Timers & Operating Hours      
Dynamic Forms (Category-Driven Templates)      
  Quick List - Service Records Including Pre-Filled Data      
Customization Partial    
  Customizable Logo      
  Customizable Notifications      
  HTML Customization Partial    
Custom/Special Projects      
Customize Embedded Submission Form      
  Unlimited Custom Fields Optional    
  Customizable Lists (views, filters, columns)      
  Customizable Forms (tabs, fields) Partial    
  Customizable Self-Service Portal      
  Web Forms      
Customized Monitoring Configurations      
Mandatory Field Per Status      
Unlimited Custom Tabs      
Multilanguage Support 1 language in addition to English    
Asset Management Basic Full Enterprise
Asset Inventory (HW/SW)      
  Automatically Detect Desktops, Laptops, and Servers      
  Hardware and Software Detection - Including Changes      
Asset Service History      
Suppliers Catalog      
Hardware Catalog      
Software License Management      
  Printers, Routers, and Other Device Support through SNMP      
  Complete History Record      
  Extract Customized Registry Values      
  Import Assets from CSV Files      
Network Discovery      
Agentless Network Discovery      
SysAid Agent      
  Remote Control 1 Channel 1 Channel 1 Channel
Additional Remote Control Channels Optional Optional Optional
  SysAid MDM (Mobile Device Management)      
  Monitoring (Servers & Network Monitoring) Optional Optional Optional
  CMDB Optional    
 Patch Management Optional Optional Optional
Analytics Basic Full Enterprise
  Manager Dashboard Optional Optional Optional
Reports      
  IT Benchmark      
Matrix      
Admin Portal      
SLA/SLM      
Tools Basic Full Enterprise
  Projects and Tasks Optional Optional Optional
  Password Reset (SSPR) Optional Optional Optional
  Live Chat      
  Calendar      
  SysAid Remote Desktop 1 Channel 1 Channel 1 Channel
Additional Remote Desktop Channels Optional Optional Optional
Mobile Apps      
iPhone      
Android      
BlackBerry      
Windows Phone      
Administration Basic Full Enterprise
  Included Number of Administrators 3 3 3
Additional Administrators Optional Optional Optional
  Included Number of End Users Unlimited Unlimited Unlimited
  Included Number of Assets 120 250 250
Additional Assets Optional Optional Optional
Languages 1 Language in Addition to English Unlimited Unlimited
Multi-Company Support      
SSL Support      
  Delivery Model Cloud (Saas) / On Premise Cloud (Saas) / On Premise Cloud (Saas) / On Premise
Support Basic Full Enterprise
Professional Services Optional Optional  
Education      
KickStart Course Optional Optional  
Certification Program Optional Optional  
Personal Account Manager      
VIP Account Manager   Optional  
Community Support      
Phone Support      
Email Support      
Service Request Support      
Live Chat Support      
System and Integration Basic Full Enterprise
Multi-Company Support      
  LDAP Integration (Active Directory)      
  API      
Incoming Email Address Integration Limited to 2 Emails    
  Full Email Integration (Mail to Service Record)      
  SMS/Text Message Integration      
  Database Integration (Oracle, MySQL, MS SQL)      
Web Server Integration      
  Single Sign-On (SSO)      
  Import from CSV File      
Audit Log      
Secured Communication (SSL)      
Multiple Sender Email Addresses      
Create a Copy of Incoming Emails      
  Emails Documented Within the Service Record      
  IIS/Apache Web Server Integration      
  Server Platform (Windows/Unix/Linux/Mac)      
  Client/Agent Platform (Windows/Linux/Mac)      
  Event Log      
  Email Parsing      

For the PDF version of this matrix, please click here.

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