SysAid Help Desk software is a lean IT service management (ITSM) solution designed to help IT teams deliver faster, more efficient support with minimal manual effort. It integrates ticket management, IT asset management, self-service portals, knowledge base, and advanced automation, including generative AI through SysAid Copilot. The platform centralizes all tickets, users, and assets in one system, enabling quicker issue resolution and smarter time management. It supports automated workflows, remote control, customizable user interfaces, and comprehensive reporting to optimize IT service delivery without requiring coding or complex setup.

Key Features

Ticket Management Automates ticket logging, routing, prioritization, and notifications to streamline issue handling.

• Automatic ticket sorting and routing to appropriate technicians
• Ticket journey tracking with in-line actions and audit logs
• SLA management with customizable priorities and escalation rules

IT Asset Management Centralizes all IT assets within the service desk for faster issue resolution with detailed asset data.

• Built-in asset database linked to tickets
• Integrated patch management for Windows systems
• Real-time asset performance logging and alerts

Self-Service Portal Empowers end users to submit tickets, track progress, reset passwords, and use FAQs independently.

• Customizable portal interface
• Password reset and account unlock without IT intervention
• Hotkey screen recording uploads for precise issue reporting

Generative AI Integration (SysAid Copilot) Enhances productivity by embedding AI in service management tasks for faster, more accurate support.

• AI-powered self-service answers
• Continuous improvement with real-time data
• Automates repetitive tasks and provides intelligent suggestions

Automation & Orchestration Automates workflows and service delivery across business and IT layers with real-time process monitoring.

• Automate Joe workflow engine for business and IT processes
• Routing rules based on SLA, user group, and issue category
• SMS/text message integration for notifications

Remote Control & Access Enables secure remote assistance to end users from any location.

• Native remote desktop control
• Secure access for IT and non-IT employees
• Multi-device connectivity

Reporting & Analytics Provides comprehensive insights into ITSM performance, asset inventory, and service bottlenecks.

• Over 70 pre-built reports and customizable dashboards
• IT Benchmarking against other organizations
• Real-time KPI visualization

Benefits

Faster Issue Resolution Cross-referencing tickets, users, and assets accelerates problem-solving.

• Immediate access to detailed asset data within tickets
• AI-powered self-service reduces technician workload

Improved IT Team Productivity Automation and AI reduce manual tasks and enable focus on complex issues.

• Automated ticket sorting and routing
• AI-generated suggestions and responses
• Streamlined workflows with Automate Joe

Enhanced End-User Experience Omni-channel support and self-service options provide quick, convenient assistance.

• Customizable self-service portal and knowledge base
• Password reset and chat support
• Hotkey screen recording for precise issue capture

Comprehensive IT Asset Control Centralized asset management improves visibility and control over IT resources.

• Integrated patch and performance management
• Multi-company and multi-location support

Customizable and Scalable Tailor the interface, workflows, and access controls without coding to fit organizational needs.

• Configurable UI, dashboards, and notifications
• Role-based access management
• Cloud and on-premise deployment options