SysAid Features
What are the features of SysAid?
Incident Management
- Automate Ticket Routing
- Ticket Prioritization
- Ticket Notifications
- Knowledge Base
- Knowledge Base/Ticket Integration
Reporting
- Dashboards
- Time Tracking
- Surveys
Access & Usability
- Mobile
- Self Service
- Active Directory
- Multi-Channel Access
Administration
- Reports & Analytics
Service Desk
- Help Desk
- Incident Reports
SysAid Categories on G2
Filter for Features
Platform
Mobile User Support | As reported in 37 SysAid reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 65% (Based on 37 reviews) | |
Customization | Allows users to customize chat colors, text, logos, and branding. 36 reviewers of SysAid have provided feedback on this feature. | 81% (Based on 36 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 36 reviewers of SysAid have provided feedback on this feature. | 87% (Based on 36 reviews) | |
Integration | As reported in 37 SysAid reviews. Integrates with other customer service software to improve support and enhance functionality | 82% (Based on 37 reviews) | |
Reporting | Based on 37 SysAid reviews. Provides analytics tools that reveal important business metrics and track progress | 86% (Based on 37 reviews) | |
Dashboards | Based on 37 SysAid reviews. Displays important metrics relating to performance | 86% (Based on 37 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 36 SysAid reviews. User Experience of creating and submitting a ticket | 88% (Based on 36 reviews) | |
Ticket Response User Experience | Based on 37 SysAid reviews. User Experience of responding and receiving a response | 85% (Based on 37 reviews) | |
Workflow | As reported in 37 SysAid reviews. Route tickets based on values of fields, changes to ticket status and time based conditions | 83% (Based on 37 reviews) | |
Automated Response | As reported in 36 SysAid reviews. Respond to common requests with standard reply | 81% (Based on 36 reviews) | |
SLA Management | See feature definition | Based on 37 SysAid reviews. Offers tools for managing and tracking service-level agreements (SLAs) | 80% (Based on 37 reviews) |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions 37 reviewers of SysAid have provided feedback on this feature. | 83% (Based on 37 reviews) | |
Ticket Collaboration | As reported in 37 SysAid reviews. Share and collaborate on tickets with multiple customer service representatives | 84% (Based on 37 reviews) | |
Customer/Contact Database | As reported in 34 SysAid reviews. Central repository for account and contact information | 79% (Based on 34 reviews) |
Communication Channels
Customer Portal | Based on 36 SysAid reviews. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 86% (Based on 36 reviews) | |
Email to Case | As reported in 35 SysAid reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 89% (Based on 35 reviews) | |
Live Chat Support | As reported in 35 SysAid reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live | 80% (Based on 35 reviews) | |
Social Media Integration | As reported in 31 SysAid reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 58% (Based on 31 reviews) | |
Voice | As reported in 32 SysAid reviews. Make and receive calls directly in the application. Track and record calls for analysis. | 49% (Based on 32 reviews) |
Incident Management
Automate Ticket Routing | Routes tickets automatically to the appropriate user. This feature was mentioned in 401 SysAid reviews. | 90% (Based on 401 reviews) | |
Ticket Prioritization | Prioritizes tickets based on factors configured by the user. This feature was mentioned in 413 SysAid reviews. | 89% (Based on 413 reviews) | |
Ticket Notifications | Based on 421 SysAid reviews. Notifies the IT team when a ticket needs action. | 91% (Based on 421 reviews) | |
Knowledge Base | As reported in 383 SysAid reviews. Provides a forum for answers to common questions. | 84% (Based on 383 reviews) | |
Knowledge Base/Ticket Integration | As reported in 369 SysAid reviews. Integrates knowledge base articles into a ticket. | 85% (Based on 369 reviews) |
Reporting
Dashboards | Displays important metrics relating to performance. This feature was mentioned in 410 SysAid reviews. | 86% (Based on 410 reviews) | |
Time Tracking | As reported in 383 SysAid reviews. Tracks time worked on a ticket. | 84% (Based on 383 reviews) | |
Surveys | As reported in 320 SysAid reviews. Provides surveys to measure employee satisfaction. | 83% (Based on 320 reviews) |
Access & Usability
Mobile | As reported in 289 SysAid reviews. Enables access to service desk features via mobile device. | 74% (Based on 289 reviews) | |
Self Service | Enables employees to view the status of their tickets. 387 reviewers of SysAid have provided feedback on this feature. | 88% (Based on 387 reviews) | |
Active Directory | Provides a directory of all users within an organization. 379 reviewers of SysAid have provided feedback on this feature. | 90% (Based on 379 reviews) | |
Multi-Channel Access | Based on 307 SysAid reviews. Enables access to service desk features through multiple channels such as email, phone, or the portal. | 85% (Based on 307 reviews) |
Administration
Change Management | Based on 226 SysAid reviews and verified by the G2 Product R&D team. Tools to track and implement required IT changes in a system. | 88% (Based on 226 reviews) | |
Asset Management | Based on 257 SysAid reviews and verified by the G2 Product R&D team. Tools to organize and manage all IT assets within an organization. | 87% (Based on 257 reviews) | |
Reports & Analytics | Based on 264 SysAid reviews and verified by the G2 Product R&D team. A means to view and analyze a large amount of data in order to gain business insights. | 88% (Based on 264 reviews) |
Service Desk
Help Desk | Based on 281 SysAid reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help. | 95% (Based on 281 reviews) | |
Incident Reports | Based on 274 SysAid reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. | 93% (Based on 274 reviews) | |
Process Workflow | Based on 249 SysAid reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. | 89% (Based on 249 reviews) |
Functionality
Ticketing System | Based on 257 SysAid reviews and verified by the G2 Product R&D team. Provides a service desk for users to submit tickets for IT-related issues. | 94% (Based on 257 reviews) | |
Performance Logging | Based on 217 SysAid reviews and verified by the G2 Product R&D team. Tracks action-by-action asset performance with machine- or human-readable logs. | 88% (Based on 217 reviews) | |
Alerting | Based on 224 SysAid reviews and verified by the G2 Product R&D team. Creates alerts when tracked assets encounter errors or performance issues. | 89% (Based on 224 reviews) | |
Automation | Based on 213 SysAid reviews and verified by the G2 Product R&D team. Automates repetitive tasks associated with IT service operations and maintenance. | 85% (Based on 213 reviews) |
Management
Reporting | Based on 245 SysAid reviews and verified by the G2 Product R&D team. Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. | 87% (Based on 245 reviews) | |
Administration Console | Based on 248 SysAid reviews and verified by the G2 Product R&D team. Provides administrative tools for routine maintenance, upkeep, and tracking. | 90% (Based on 248 reviews) | |
Access Management | Based on 229 SysAid reviews and verified by the G2 Product R&D team. Gives administrators control over user privileges and accessibility for IT assets. | 87% (Based on 229 reviews) | |
Asset Management | Based on 231 SysAid reviews and verified by the G2 Product R&D team. Gives administrators control over hardware and software resource allocation and tracking. | 87% (Based on 231 reviews) | |
Policy Dictation | Based on 175 SysAid reviews and verified by the G2 Product R&D team. Controls policies and configurations across business applications and hardware. | 83% (Based on 175 reviews) |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 31 SysAid reviews. | 74% (Based on 31 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 31 SysAid reviews. | 75% (Based on 31 reviews) |
