SysAid’s Feature Comparison Matrix

Help Desk Capabilities

	Basic	Full
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
Customized Reports	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
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Asset Management Capabilities

	Basic	Full
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
Additional Remote Control Channels	Optional	Optional
SysAid MDM (Mobile Device Management)
Monitoring (Servers & Network Monitoring)	Optional	Optional
CMDB	Optional
Patch Management	Optional	Optional
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Analytical Capabilities

	Basic	Full
Manager Dashboard	Optional	Optional
Reports
IT Benchmark
Matrix
Admin Portal
SLA/SLM
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Tools

	Basic	Full
Projects and Tasks	Optional	Optional
Password Reset (SSPR)	Optional	Optional
Live Chat
Calendar
SysAid Remote Desktop	1 Channel	1 Channel
Additional Remote Desktop Channels	Optional	Optional
Mobile Apps
iPhone
Android
BlackBerry
Windows Phone
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Administration

	Basic	Full
Included Number of Administrators	3	3
Additional Administrators	Optional	Optional
Included Number of End Users	Unlimited	Unlimited
Included Number of Assets	120	250
Additional Assets	Optional	Optional
Languages	1 Language in Addition to English	Unlimited
Multi-Company Support
SSL Support
Delivery Model	Cloud (SaaS) / On Premise	Cloud (SaaS) / On Premise
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Support

	Basic	Full
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
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Systems and Integrations

	Basic	Full
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
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SysAid Feature Comparison