Frequently Asked Questions
Our FAQs are organized into 7 sections that provide a brief overview of SysAid CSS. Please don't hesitate to contact us if you have further questions!
About SysAid CSS
Who can benefit from SysAid CSS?
SysAid CSS is a world leading customer service software, designed for businesses who want to deliver better customer service. SysAid CSS provides a comprehensive helpdesk to manage all customer support channels in one central place, which reduces agent workload and enhances customer satisfaction. Ideal for organizations of all sizes, SysAid CSS is an intuitive software that is simple enough for everyone to use.
Available as a Cloud-based or Download software, SysAid is completely scalable to support growth. By organizing email, website self-service, phone calls, and live chat, SysAid CSS helps businesses improve their service quality.
What is Customer Service Software?
SysAid's customer service software (CSS) is a computer software that helps simplify and organize customer service centers; Our software does this by providing channels such as the Self Service Portal, Live Chat, Ticket Management. These communication channels allow customers to submit service requests (problems and support tickets) and directs all service requests to a central helpdesk, so your agents can effectively manage customer service requests over email, live chat, self-help, or phone--all in one place.
SysAid CSS provides companies with powerful features that include helpdesk tools, self-service, customization, Knowledge Base, Self Service Portal, SLA management, Reports and Analysis, and advanced mobile apps designed for any mobile device.
You can keep track of your activities, prioritize and route service requests, set due dates, customize relevant automatic messages, keep history of service requests, and much more. Click here to learn more about SysAid CSS features.
How do I order SysAid?
When you receive a quote from SysAid, it contains a link to place your order. If the quote is correct, click on the link to order. If your quote needs to be adjusted, please contact your SysAid sales representative, and you will be sent a new quote with a new order link. Click here to request a price quote.
How much does SysAid cost?
The price of SysAid is calculated based upon:
- The number of agents [DJC1]
- Which additional modules you need
- Whether you choose SysAid CSS Pro (instead of using the less comprehensive Free Edition)
- Whether you choose SysAid Download or Cloud as your delivery platform
Click here to request a price quote
What is SysAid CSS Trial?
SysAid offers a 30-day free trial of our most comprehensive edition, the Pro Edition, so that you can experience all of SysAid CSS features and modules at no cost.
What editions of SysAid CSS are available?
If you need more than one agent, or if you manage over 100 service requests per month, SysAid CSS Pro edition is the solution for you. Also, SysAid's Pro Edition is the comprehensive package including features that are not available in the Free Edition, such as: SLA Management, Manager Dashboard, Tasks and Projects module, escalation functionalities, advanced customization, and more.
See here for a full comparison table.
What are the differences between SysAid editions?
Enterprise Edition includes a suite of powerful modules that is recommended for larger or more sophisticated organizations that require advanced customization, integration, and scalability. Some Enterprise features include:
- Advanced SLA Management
- Process Management
- LDAP Integration
- API Capabilities
Pro Edition is recommended for organizations seeking an all-in one Helpdesk. The Pro Edition includes all the essential Helpdesk tools, and provides organizations with a powerful customer service and ticket management solution with multi-channel support.
Cloud vs. Download
What are the delivery platforms of SysAid CSS?
There are two delivery platforms available for SysAid CSS:
Cloud: SysAid CSS is installed on our server and you access it over the internet (also known as On-Demand, or, SaaS).
Download: You install SysAid CSS on your premise/ on your own server (also known as In-House).
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.
Features and Usage
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):
- Self Service Portal
- Knowledge Base
- Live Chat
- Reporting & Analysis
- 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.
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 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.
How do I enter the Manager Dashboard?
Note that you need a manager license to be able to use the SysAid Manager Dashboard. To create a manager, go to Preferences>User Management>Admin Management, and allow a certain agent access to the manager portal.
Now, the agent you have given access to, will see the Manager Dashboard when logging into SysAid CSS.
To allow access to more agents, you can purchase more manager licenses.
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 modify reports?
Modifying a report requires programming skills.
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.
More About SysAid's Cloud Platform
How do I access the application if it's on the Cloud?
Access anytime, from anywhere. Running SysAid CSS using our Cloud platform places the data on our servers, and only requires access to a web browser and internet connection. Enjoy the freedom of immediate access to your data both on and off-site from any location around the world.
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.
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.
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.
SysAid CSS Support
Who do I address with questions I have?
Our support team is staffed with SysAid CSS experts that are available to promptly and professionally solve your questions and issues. Contact our support team using email, phone, service request, or live chat!
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.
SysAid CSS Pricing
Is SysAid offered as a lifetime license or as an annual subscription?
SysAid CSS Download is a one-time payment for a lifetime license. Support and updates are available for free during the first year, and for only 20% of your total license value during subsequent years.
SysAid CSS Cloud is an annual subscription and includes full support and software updates.
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.