SysAid

SysAid is a simple and yet powerful help desk ITSM (IT Service Management), HelpDesk and Service Desk solution. Its main features include a Help Desk, IT Asset Management, and tools for analyzing IT performance. As for Help Desk Software, it includes the following features: ticket management processes handling with automation possibilities; self-service portal to submit tickets, chat with agents, and consult the knowledge database; possibility of creating a knowledge database with how-tos; option for users to reset passwords; remote control capabilities for agents to access devices and resolve issues from everywhere. As for IT Asset Management, it is possible to track hardware, software, and mobile assets, to use automatic network discovery to scan networks to discover IT assets. It also includes monitoring options, MDM (mobile device management), and patch management. It handles all ITSM needs with features related to: incident management, problem management, change management, CMDB (tracking of IT assets), Service Level Management with target creation and management, self-service portal where users can submit incidents and requests, chat with agents, and track incidents. It is possible to automate all processes and activities related to the service desk workflows with routing rules, priorities assignmnent, and dynamic forms.

As for Analytics, the features it encompasses are: possibility of generating reports, BI possibilities to get and analyze KPI information, and real-time visualization dashboards.It also includes other tools to optimize team performance, such as: mobile apps to perform activities, interfaces with other systems, third-party integrations, tasks and projects management options, remote desktop connections.