Press & Media

CSS 3.5 Helpdesk Gives Companies Greater Control Over Their Customer Service and Support with Advanced Integration and Scalability

Tel Aviv, Israel – February 1, 2012 – SysAid Technologies Ltd., a leading global provider of IT Service Management (ITSM) and Customer Service Support (CSS) software, launched the newest version of its Customer Service and Support software, SysAid CSS 3.5.

This release marks a special transition for SysAid CSS with its first time offering of an Enterprise Edition, along with the existing Pro Edition. Accommodating the needs of companies with more comprehensive requirements, the Enterprise Edition encompasses additional features and modules such as Process Management, advanced customization, LDAP integration, and more scalability. The Enterprise Edition is offered with 10 free hours of professional services to ensure quick, optimal implementation. Now, with two editions, the new release provides companies with the option to select the solution that best fits their needs.

"The 3.5 release is a result of SysAid's total commitment to its customers," said Israel Lifshitz, founder and CEO of SysAid. "When we started building CSS, we set out to provide our customers with a powerful helpdesk that gives them greater control over their customer service capabilities, and I truly believe that we accomplish this–and more–with the new CSS 3.5 release."

An example of this undertaking is the development of the new Process Management module, which ensures that every process is executed correctly by standardizing recurring procedures. It enables agents to create unique templates for specific processes, provide users with a full audit history of their procedures, and incorporate dependencies and approvals to ensure that decision makers are involved at critical junctures.

From a mobile standpoint, SysAid CSS 3.5 offers a mobile Self Service Portal that allows customers to easily contact support from any Smartphone. The SysAid CSS mobile app has been upgraded with a smarter User Interface (UI) that delivers an overall sleeker and more intuitive user experience for agents.

New additional features include LDAP Integration, and a Priority Matrix that automatically calculates and displays the priority of service requests based on urgency and impact, giving SysAid CSS two levels of management. The new version of the software accommodates the needs of customers and agents worldwide by including additional language translations for the Self Service Portal and for the agent interface. Languages supported by CSS 3.5 include: French, Spanish, German, Italian, Russian, Hebrew, Portuguese and Chinese (Simplified).

About SysAid Technologies

Founded in 2002, SysAid Technologies Ltd. partners with IT professionals to make their work easier. The company provides IT service management (ITSM) solutions to more than 10,000 customers in 140 countries. From small businesses to Fortune 500 enterprises, IT departments use SysAid to deliver better service.

Available in 42 languages as a cloud-based or on-premises solution, SysAid combines all the essential IT tools in one simple and clever platform. For more information, please visit

- Join more than 180,000 IT professionals in the SysAid Community.
- Follow SysAid on Twitter @Joe_the_IT_Guy and @SysAid.

Media Contact:
Lindsey Pugh