SysAid

Alerts (Escalation)

In SysAid, Alerts and Escalation ensure that urgent issues receive timely attention through automatic notifications and prioritization rules. When service thresholds are breached or unresolved tickets stagnate, escalation policies trigger alerts to designated personnel. This proactive system helps maintain service level agreements (SLAs) and prevents delays in addressing critical IT incidents.

Automated Routing

Automated Routing in SysAid streamlines ticket assignment by automatically directing incoming requests to the most appropriate technician or department. This feature uses predefined rules based on criteria like ticket category, urgency, or location. It improves response time, reduces manual triaging, and ensures that each issue is handled by the right expert efficiently.

Community Forums

SysAid’s Community Forums offer a collaborative space where users, technicians, and administrators can share solutions, ask questions, and discuss product usage. These forums support peer-to-peer knowledge exchange and foster a sense of community. They serve as a supplemental self-help resource, encouraging user engagement and reducing dependency on formal support channels.

Contract (SLA Management)

Contract and SLA Management in SysAid enables organizations to define, track, and enforce service agreements with internal or external stakeholders. This feature ensures compliance by setting clear expectations for response and resolution times. Automated tracking and alerts notify teams of SLA breaches, supporting accountability, customer satisfaction, and consistent service delivery.

Customizable Branding

Customizable Branding in SysAid allows organizations to tailor the look and feel of their help desk portal, aligning it with company branding. Users can adjust colors, logos, and interface elements to reflect corporate identity. This personalization enhances professionalism, builds trust, and provides a familiar user experience across all support touchpoints.

Document Storage

Document Storage in SysAid offers centralized access to critical support files, manuals, policies, and technical documents. It ensures teams and end-users can quickly retrieve relevant resources while working on tickets or self-service tasks. This feature helps maintain documentation consistency, reduces redundant requests, and streamlines issue resolution processes across the support system.

Incident Management

SysAid’s Incident Management system provides a structured approach to logging, prioritizing, and resolving unplanned disruptions or IT issues. This feature ensures every incident is properly categorized, assigned, and monitored through to resolution. It improves service reliability, supports accountability, and helps maintain business continuity by minimizing downtime and ensuring consistent issue handling.

Knowledge Base

The Knowledge Base in SysAid allows organizations to create, organize, and share self-help articles, FAQs, and troubleshooting guides. This feature empowers users to find answers independently, reducing ticket volume. Technicians can also reference this repository to streamline issue resolution, ensuring consistent information is available across the support environment.

Known Issue Management

Known Issue Management in SysAid helps teams document and track recurring problems or systemic bugs that affect multiple users. This feature links tickets to existing known issues, allowing faster identification and standardized responses. It reduces redundant troubleshooting, improves communication with end-users, and streamlines resolution workflows by referencing existing knowledge.

Live Chat

Live Chat in SysAid enables real-time communication between support teams and end-users. This feature facilitates instant troubleshooting, reducing resolution time and improving user satisfaction. It is especially useful for handling simple queries or guiding users through step-by-step solutions, fostering quick interactions and enhanced service experiences in dynamic environments.

Macros (Templated Responses)

Macros in SysAid allow support agents to use pre-written, templated responses for common inquiries and tasks. These reusable replies help standardize communication, reduce response time, and maintain message consistency. Macros streamline repetitive tasks, free up technician resources, and improve productivity by enabling quick and accurate ticket handling.

Multi-Channel Communication

SysAid’s Multi-Channel Communication supports ticket creation and updates through various channels such as email, web portal, chat, and phone. This feature offers users flexibility in how they report issues, while ensuring all interactions are consolidated into a single system. It enhances accessibility, user satisfaction, and support efficiency across communication mediums.

Self Service Portal

The Self-Service Portal in SysAid empowers users to submit tickets, access the knowledge base, and track issue status independently. It offers a user-friendly interface that reduces reliance on IT staff for routine support needs. This feature improves user autonomy, reduces ticket volume, and enhances overall help desk efficiency.

Social Media Integration

Social Media Integration in SysAid allows support teams to receive and respond to inquiries from platforms like Twitter or Facebook. This feature expands help desk accessibility and ensures a unified customer experience across digital touchpoints. It helps capture feedback, monitor brand reputation, and engage users where they’re most active.

Surveys & Feedback

SysAid’s Surveys and Feedback feature enables organizations to collect post-ticket closure feedback directly from users. It allows customizable questions to evaluate technician performance and service satisfaction. This insight supports continuous improvement, helps identify service gaps, and ensures the help desk aligns with user expectations and quality standards.

Ticket Management

Ticket Management in SysAid offers a centralized system for creating, tracking, updating, and resolving support tickets. It includes categorization, prioritization, and escalation tools to ensure timely handling. This core feature helps streamline workflows, ensure accountability, and maintain visibility over the entire issue lifecycle, improving support quality and responsiveness.