Frequently Asked Questions

Is it possible to switch between Cloud and Download?

Of course! If you start off with Cloud version and move to our Download version later, we will send you your database and help you to start using SysAid Download version.
Similarly, if you start off with SysAid Download version and decide later that you would prefer SysAid Cloud version, you just need to send us your database and we'll take care of the rest.

Are SysAid CSS Cloud and Download identical in terms of functionality?

Completely. Both delivery platforms offer you the same rich set of features.

Can I change the software to fit my specific needs?

SysAid CSS is fully customizable. Create and customize your own forms, lists, and views within SysAid CSS - no need for programmers.

What is the difference between an agent and a customer?

A customer can submit service requests (requests for help, support, etc.) to the helpdesk. An agent can review these service requests and solve them.

An agent can also configure SysAid CSS by creating/deleting categories, customers, accounts, rules, and more.

Which modules are included in SysAid CSS editions and which modules are extra?

The following modules and features are included in both SysAid CSS editions (Pro Edition & Free Edition):

• Helpdesk
• Self Service Portal
• Knowledge Base
• Live Chat
• Reporting & Analysis
• Calendar
• Relation Mapper

The following modules are optional as purchasable add-ons in the Pro Edition :

• SLA Management
• Manager Dashboard
• Tasks & Projects

The Free 30-day Trial is a trial of the Pro Edition and includes all optional Pro Edition modules. When your trial period is over, you keep only the modules you've ordered and purchased.

How do my customers submit service requests?

Customers can submit service requests by email or through the Self Service Portal.

Agents can also create service requests on behalf of the customers.

What is Knowledge Base?

The Knowledge Base is a collection of service requests that agents deem worthy to store for future reference. The Knowledge Base can be searched by entering part or all of the text that might appear in a service request's title, description, category, or any other field.

The search is not case sensitive, and punctuation marks are optional.
After you click "Search", a screen will appear with any matching service requests, displaying best matches first.
You can search through all the service requests by choosing the appropriate button.

What is an escalation rule?

When a certain condition is met, you may want a service request to escalate. When a service request escalates, it performs a predefined action. An escalation rule, therefore, contains these two elements: a condition, and an action to perform when this condition is met.

Here is an example: Say that SysAid CSS agent Bob often forgets to solve service requests. If, within a month, he neglects to solve a service request assigned to him, and you want SysAid CSS to automatically email him the message, "Solve your service request!"
Our condition, therefore, is that a service request be open, a month old, and assigned to Bob.
The action is to email Bob. This is our escalation rule.
Now, whenever Bob fails to solve a service request on time, the service request will escalate, and SysAid CSS will automatically remind Bob to solve it.

This was just one example. Various other conditions and actions are possible. Please note that escalation rules are available in SysAid CSS Pro Edition only.

How can I set locations in SysAid CSS?

An agent can be listed under a certain location. On the agent's display page, the location can be chosen from a drop down list.

To edit the list of locations, go to Preferences/Customize/Customized Lists. Select the location list.

If I upgrade from the Free Edition to the Pro Edition, will I need to create my agents again?

Not at all! If you upgrade to the Pro Edition, your agents will still be there.

How do I create an FAQ for customers?

Optionally, you can create a self service screen. This allows customers to solutions to common problems themselves, with no need of agents through a the helpdesk to answer recurring questions.

When you are logged into SysAid CSS, click "Preferences" in the sidebar, then "Self Service Portal".

The self service screen appears within the Self Service Portal, so both must be enabled. Select the checkmarks next to "Enable Self Service Portal" and "Enable Self Service (FAQ)".

Next, click on the link "Edit Self Service". You will reach a screen where you can create and edit FAQ items. These items will be visible when logging into the portal.

Click on "Add New FAQ". You will reach a form for adding an FAQ item. Select a category, input the common question, and input the solution. In the self service screen, the FAQs will be sorted by category.

The FAQs you add will be listed in the "Edit Self Service" screen. Click "Modify" next to an FAQ item to edit it. Click "Delete" to delete it.

In your SysAid CSS knowledgebase, you can also turn a service request into an FAQ. Go to helpdesk-> Knowledge Base.
Choose a Service Request from the tree on the left, edit it if necessary, and save it as an FAQ for use by your customers.

What is SysAid CSS Manager?

SysAid CSS now includes a new kind of agent- the SysAid CSS manager.
SysAid CSS managers log into a new interface, designed especially for managers. Note that to define a certain agent as a manager, this agent should be first registered as an agent in SysAid CSS.

What is the Dashboard?

The dashboard is a screen in the Manager Dashboard that displays four different charts.
These charts provide you with an instant picture of the current state of affairs in your Helpdesk.
Each manager can choose to see the most relevant charts to him/her.

How can I change the charts shown in the dashboard?

To change the display of charts or the parameters within charts in the Manager Dashboard screen go to:
Design Dashboard--Selected Chart Properties.

In this box, located on the right of your screen, you can choose from the dropdown menu the charts to display on the Manager Dashboard, and to edit the parameters of the different charts.

How can I run reports?

Go to:
Manager Dashboard--Reports.
In the tree diagram click the name of the report you wish to run.
Fill out the parameters for running the report, and click Submit.

How can I modify reports?

Modifying a report requires programming skills.
Go to:
Manager Dashboard--Design Reports.
In the tree diagram click the name of the report you wish to modify.
In the Action box located to the right, click the Modify Report button.
In the popup window, choose to modify either the prompt, the script, or re-design the report, using iReport 1.2.3.

How can I schedule reports?

In the tree diagram click the name of the report you wish to schedule.
In the report parameters popup window, check the Schedule Report box, and choose the interval for re-running the report (Day/Week/Month).
You can also edit the schedule for the report in the Scheduler screen in the Manager Portal.

How to send reports to a specific agent?

Go to:
Manager Dashboard > Reports.
In the tree diagram, click the name of the report you wish to send to an agent/s.
In the report parameters popup window, browse for the name of the agent/s you wish to send the report to, and then click Submit.

What kind of IT architecture and IT services do I need to operate the Cloud platform from my side?

None! Our applications do not require large system expenditure for servers, server installation, or other hardware and software. This removes the need for local IT staff (or an IT service provider) to perform many of the tasks associated with large in-house systems. We take care of all system upgrades, maintenance, backup, storage, and security.

Can I share part of my information with my business partners if I'm using SysAid CSS on the Cloud?

SysAid CSS allows you to share your data with staff and other business partners. You're in complete control of who has access to what information.

How reliable is the service and what is the general up-time?

SysAid CSS is hosted in our advanced data centers spread across multiple locations in two different states in the U.S. to provide you with 24/7 support, 365 days a year, with maximum uptime!

Are there any scheduled downtimes?

Naturally, in order to provide you with a reliable and optimized solution, periodical maintenance is required. This is performed during a short maintenance window frame that we define in advance and publish on our website. This maintenance window frame does not necessarily mean that SysAid CSS will be unavailable.

What is the data backup process for SysAid CSS on the Cloud?

We perform database backups on a daily basis so you don't need to take care of it. Backup data is secured in two different remote data centers. For more information about our backup procedures, read the SysAid CSS DRP.

Are there any upfront license costs?

No. SysAid CSS is subscription based. You pay for SysAid CSS on an annual subscription basis. There are no upfront software purchase fees.

Are there any additional efforts or costs for upgrades or maintenance?

No additional maintenance required. There are no additional maintenance costs and no maintenance upgrades for you to install. The software is automatically upgraded by us, which means no effort on your part.

Do SysAid's experts have access to my data if I chose the Cloud platform?

No. You and the people you authorize are the only ones who have access to your data. In the event that SysAid CSS experts are required to access your database, you will first be requested to grant them temporary permission during a support session, which will be revoked as soon as the issue is resolved or the access is no longer required.

How is my data secured?

Your data is secured on several levels:

Database Security – your data is held in a designated database accessible only to you and your authorized parties.

Physical Security – server and backup sites are located in two separate data centers in two different states in the U.S., and manned 24 hours a day, all year round. Physical access to the premises is strictly forbidden.

Network Security – firewalls and other security systems are set up to control and monitor access.

Data backups – Full backups are performed daily and sent to two different remote secure data centers.

What types of support do you offer?

SysAid support is available through multiple channels:

• Telephone
• E-mail
• Live Chat
• The SysAid Community

What are your support hours?

Please see our support page for our full operating schedule.
Please see our support page for further details and for operating times.

Do you hold training sessions?

Web-based training sessions are available along with a direct communication channel with our support team.

What are the system requirements for a customer?

For submitting service requests, you need only a web browser compatible with IE 5+, Netscape 6+, Firefox 2+, or Mozilla 1+.

What are the system requirements for an agent?

Any web browser compatible with IE 5+, Netscape 6+, Firefox 2+ or Mozilla 1+.

How do I upgrade to the latest SysAid CSS version?

If you are using SysAid's Cloud platform, SysAid CSS is automatically upgraded to the latest version. Before upgrading all the required elements are carefully checked by our experts, and all your data is saved as well as a backup. If you are using Download, please click here to download the most recent version for free.

Why is it impossible to use the manager license for someone who is not an agent?

A manager in SysAid CSS is an agent who has an access to the manager portal, and can therefore view a set of relevant dashboards, generate and design reports regarding the workflow and the service quality provided by your Customer Service department.
A special license is needed in order to turn your agents into managers.

What is the most affordable way to add agent licenses to my SysAid CSS interface?

SysAid CSS can be purchased in a steps program.
You can purchase as many agents and manager licenses as you need, and when your organization grows, you can add more agent and manager licenses.
You will preserve the rights for a discount on your future purchases.

I have a need for only a few agents, but the Free Edition of SysAid CSS does not include the modules I need. What can I do?

The Free Edition of SysAid CSS is limited to a single agent license, and therefore it is most useful in small scale help desks. The SysAid CSS Pro Edition allows you to buy as many agent and manager licenses as you need. The number of accounts and customers in SysAid CSS is unlimited.

I have purchased SysAid CSS Pro, but I cannot use the Tasks and Projects module. Why?

The Tasks and Projects is a standalone module, and should be purchased separately.
This module enables you to plan, keep records of and set the priority of the tasks and of the projects in your helpdesk.
Once you have purchased the Tasks and Projects module, all your agents will be able to use it, unless you choose to limit their permission.