IT Ticketing System
Software & Solutions

SysAid’s incident management capabilities help you to log, process, manage, and report on the issues that adversely affect your end users, as well as IT and business services. It’s a ticketing system must-have.

SysAid’s Self-Service Portal gives your ticketing system greater reach. It allows end users to perform a variety of IT-related tasks or interactions: submitting and checking the status of incidents, viewing IT announcements, and contacting IT via chat. End users can also access self-service options, like the FAQs and Password Reset, and other tasks such as participating in the change management processes or accessing their desktops remotely via SysAid Remote Desktop.

SysAid’s Knowledge Base is a repository of tips and how-to solutions for both admins and end users. Admins can share their knowledge with peers, such as solutions to IT issues, and also provide knowledge articles for end-user self-help. The Knowledge Base is integrated within SysAid’s ticketing system so admins can easily find helpful articles from within a ticket or proactively suggest articles to end users while they are typing in the title of their ticket.

SysAid’s ticketing system works with your corporate email system. Tickets can be submitted via email to one or more dedicated email addresses. Inbound email accounts are monitored by SysAid, and the new messages are automatically converted into tickets (including the attachments). Incoming emails related to existing tickets are automatically added to the relevant ticket’s internal messages section.

With SysAid, it’s possible to customize the user interface, printouts, notifications, FAQs, and Knowledge Base items to suit your company’s exact design needs.

SysAid provides powerful, built-in automation capabilities that allow you to set up and operate ticket-related rules based on a variety of criteria and with a wide range of notifications options. For example, you may wish (or need) to escalate a new ticket – by changing its priority and notifying a manager – if it hasn’t been assigned and classified within one hour of receipt.

SysAid can automatically assign tickets to the most appropriate, or pre-determined, admins or technicians based on their properties, such as SLA, company, user group, and category. For example, a certain technician is automatically assigned to a ticket based on the requesting user’s business function or the type of issue.