SysAid – an Award-Winning IT Service Management (ITSM) Solution

All the help desk, ITSM, and asset management essentials you need in a single solution

SysAid is a single ITSM, asset management, and IT management solution built to help you deal with the day-to-day IT challenges you face. It really is help desk, service desk, ITSM, asset management, and wider IT management capabilities in one solution – with the ability to manage all of your IT tasks within a single workspace.

SysAid includes:

SysAid Cloud (SaaS):

SysAid Cloud frees you from the need to install SysAid on local servers and from the ongoing maintenance, upgrades, and backups. You can instead focus on your core IT tasks.

  • SysAid Cloud offers the full SysAid functionality including help desk, ITSM, asset management, monitoring, and remote control
  • Hosted in world-class, SSAE16-certified data centers in the USA, Europe, Asia Pacific, and the Middle East
  • SysAid is responsible for backups and disaster recovery
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SysAid On-Premise (Download):

With SysAid On-Premise you install the software on local servers. It keeps your data local, and you are responsible for managing the application and data.

  • Install SysAid in minutes using an easy installation wizard
  • A built-in database is included; SysAid also supports Microsoft SQL, MySQL, and Oracle
  • There’s multi-platform support
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Built to Meet All Your Needs

For both Cloud and On-Premise, SysAid is offered in three plans – SysAid Basic, SysAid Full, and SysAid A La Carte – with a number of additional modules to extend the ITSM and asset management capabilities if needed.

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Ideal for organizations that need all the IT help desk and asset management essentials.
SysAid Full Edition Service Desk, most popular
All the ITSM and asset management essentials, including support for ITIL processes.
Upgrade the Basic or Full plans to include any additional features and capabilities, each priced separately, that suit your business needs.

Give Your IT Team a Trusted ITSM Solution

SDI Best Vendor 2014

"Best Vendor" at the 2014 SDI IT Service & Support Awards


Pink Elephant Certified


ITIL Process Compliant, Bronze Level


SysAid On-Premise ITSM Edition offers everything that you would expect and more from an IT help desk, service desk, or ITSM solution:

SysAid On-Premise’s Key ITSM Features
Ticket Management
SysAid’s ticket management capabilities support, and help manage, IT help desk or service desk processes from first contact through to resolution or fulfilment.
Incident Management
Log, process, manage, and report on the IT issues that adversely affect your end users, and IT and business services.
Request Fulfillment
Better manage requests for service and improve the overall service experience. Create tailor-made request processes for each type of service you offer, giving you the ability to fulfill user requests more quickly.
Problem Management
Systemize the problem management workflow processes, using templates that are needed for dealing with complex problems, especially those that require cooperation and collaboration across multiple teams. Link problems to multiple incidents, and benefit from automated communications to affected end users upon problem resolution.
Change Management
Better control and manage change requests. You can use SysAid’s pre-configured ITIL best-practice templates as well as creating your own change process templates, including multi-level risk assessment and authorization.
Service Level Management
Create service level agreements (SLAs). Define routing rules, priorities, due dates, and escalation rules for each service and SLA. Measure how your help desk/service desk is performing via a real-time graphical dashboard.
Keep track of the assets/configuration items in your IT infrastructure, their attributes, and their relationships to others assets and services. Predict the impact of changes and let Level 1 technicians use graphical representations of the IT and service environments to better understand the business impact of incidents and problems.
Email to Ticket
Incidents 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. Incoming emails related to existing tickets are automatically added to the relevant ticket’s internal messages section.
Automate your help desk processes such that every incoming ticket is automatically categorized, prioritized, and assigned to the most appropriate person or resolution group within your IT organization. This includes: automatic routing rules, automatic escalation rules, automatic due dates, and automatic prioritization.
Customizable Survey
Collect customer feedback from end users, to measure end-user satisfaction, by automatically sending customized survey questions on incident or service request closure.
Remote Control (Directly from the Ticket)
SysAid’s built-in remote control capabilities allow technicians to offer remote assistance to end users. Remote control is fully integrated throughout SysAid, available from within: incident and service request records, asset records, and chat sessions.
Configuration and Customization
Configure SysAid to meet your exact needs or requirements. Integrate with third-party apps, write custom scripts, add form validation rules, and more.
Generate reports on your help desk/service desk activity and performance, service quality, problem or change management activities, hardware and software inventory, tasks, and projects.
End-User Portal
Let end users use a self-service portal to submit incidents and request services, view IT announcements, chat with IT support people, consult the Knowledge Base for self-help, reset domain passwords or unlock accounts, and more.
F11 Hotkey
End users can easily and swiftly submit tickets by pressing the customizable SysAid Hotkey (F11). This captures a screenshot and opens their web browser directly to the ticket submission form, with both user and asset information automatically recorded.
Knowledge Base
SysAid Knowledge Base is a repository of tips and how-to solutions for both admins and end users. Technicians can share their knowledge with peers, such as solutions to IT issues, and also provide knowledge articles for end-user self-help.
Live Chat
SysAid Live Chat provides technicians and end users with a real-time chat communication channel to quickly address issues or help requests as they arise.
Mobile Apps
Manage your help desk/service desk and other ITSM activities, and view asset information, on-the-go.
Multi-Language Support
SysAid’s technician interface is available in 10 languages and the Self-Service Portal interface in 42. Using the built-in translate feature, you can customize any of the native languages according to your needs, or translate SysAid into a language for which a translation does not yet exist.
Multi-Company Support
Easily manage numerous clients as separate entities using SysAid’s multi-company functionality. Customize reports, end-user forms, client portal, and more, for each of your clients.
Additional Modules:
Manager Dashboard
A management platform that gives you visibility into your help/service desk, ITSM (including service level management), asset management, monitoring, and project KPIs.
Password Services
SysAid’s Self-Service Password Reset module lets end users securely reset their passwords, and unlock accounts, without the need for IT personnel assistance.
Tasks & Projects
Create projects and schedule and assign the specific tasks to users with deadlines for completion.
SysAid On-Premise’s Key Asset Management Features (ITSM Edition)
Network Discovery
Quickly discover your network and deploy the SysAid Agent to computers running Windows, Linux, Mac, and Unix. Also discover and enroll iOS and Android devices.
Agentless Network Discovery
SysAid also performs agentless network discovery, using the WMI and SNMP protocols, to obtain a full hardware and software inventory for each discovered device.
Asset Inventory
A complete record of all computers, software, and other devices on your network, including their attributes; integrated with the Help Desk and other SysAid modules.
Asset Service History
View a complete list of all tickets associated with any given asset – both active and resolved tickets. Identify recurring issues related to the asset or asset groups.
Software License Management
Use SysAid Discovery and Inventory to track the number of installs for each software product. Log how many licenses you’ve purchased for each software product and create notifications/alerts for where the number of installs exceeds the number of purchased licenses.
SysAid Agent
On top of taking a basic hardware and software inventory, the SysAid Agent provides additional asset management capabilities such as monitoring, asset availability, and SysAid Remote Desktop.
Remote Control (1 Channel)
SysAid’s built-in remote control capabilities allow technicians to offer remote assistance to end users. Remote control is fully integrated throughout SysAid and is available from within: incident and service request records, asset records, and chat sessions.
SysAid MDM
SysAid’s mobile device management capabilities provide you with greater control over, and easier management of, the mobile devices used within your organization.
Additional Modules:
Get alerts and notifications to help you proactively monitor and manage network components, CPU, disk space, memory usage, software and hardware updates, and more.
Patch Management
Integrated into SysAid Asset Management, this module keeps Windows-based servers and PCs up-to-date with the latest security patches and updates