SysAid Customer Service and Support Software Features

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SysAid Customer Service and Support Software Features

SysAid CSS is free Customer Service and Support software.
It is completely free - no ads or any other hassles.

SysAid CSS is an on-demand software: it runs on our servers, so you don’t need to install any software or purchase any hardware.

No other free service will offer you as rich a set of features as described below. Read along and make sure you sign up today for your free account!

	Features overview

	Intuitive, customizable interface

	Based on proven service desk methodology that helps you manage your service desk according to best practices

	Multiple channels available to customers for submitting tickets: e-mails, web forms, phone calls, and the self service portal

	Fast implementation! No installation required

	Advanced management of service requests through priorities, routing, escalation, alerts, and notifications.

	Integrated Live Chat module for real-time communication with your customers

	Reports and Analysis – Ready-made and customized

	Manager Dashboard (Pro Edition only): Real-time graphic view

	Secured SSL option

	Task & Project Management Module (Pro Edition only)

	Relation Mapper - Store service items and key relationships in an intuitive graphic format

Click here to start using SysAid right now!

Core Service Desk Administration


	Ticket priority management defined by pre-determined rules based on category, urgency and other fields for maximum efficiency

	Automatic routing of tickets according to pre-defined parameters

	Easy service request access: ticket sorting by type, severity, and other parameters

	Automatic notifications via e-mail or text message, of Help Desk events such as new, modified, or escalated tickets

	Customizable alert system highlights urgent, unresolved, and escalated requests

	Grouping capability: agents and contacts can be divided into logical units for better Service Desk management and control

	Automatic archiving of all tickets and corresponding descriptions of corrective actions taken

SysAid Service Desk List

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Advanced Service Desk Administration


	Varied communication abilities: users can open tickets by e-mail, and be notified by e-mail, text message, and instant message

	Escalation functionalities keep relevant Service Desk managers and personnel posted on important events in the Service Desk to ensure that each customer gets the service he or she deserves (Pro Edition only)

	Satisfaction survey for assessing your customers' experience with your Service Desk and for fostering continual improvement

	Knowledgebase managed separately for agents and contacts.

SysAid Service Desk List

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Self Service Portal


	Simple yet inclusive forms enable your customers to submit tickets quickly and easily

	Access control: your users can choose either to log into the system for ticket submission or to use quick submission without first logging in

	Logged in customers can track previously submitted tickets and notes and updates

	Customers can use your SysAid CSS Knowledgebase of frequently asked questions to help themselves and ease the load on your help desk

	SysAid supports two different ways to build and maintain a knowledgebase- by automatically transforming ticket problem and solution descriptions into knowledgebase entries or by adding knowledgebase entries manually

SysAid CSS Self Service Portal

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Live Chat


	Embed a customizable Live Chat icon in your website and instantly connect with customers

	Create chat queues to organize where traffic is directed and easily transfer conversations to different queues

	"Leave a message" functionality automatically converts messages to tickets saved in the Service Desk

	Access to the customer's entire service history and personal details from within the chat conversation

	All chat conversations are saved within the ticket being discussed for later reference

	Manage multiple conversations at once within an intuitive administrator interface

	Easily add new customer contacts from within the chat conversation

SysAid CSS Live Chat

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Knowledgebase


	Time-saving access to information for both customers and service representatives

	Solutions for customers easily accessible in the Knowledgebase of the Self Service Portal

	Automatic suggestions for issue resolution as customers begin to enter the title of the service request

	Automatic or manual addition of common service requests and their resolutions to the Knowledgebase

	Quick search function to locate ticket solutions based on category and subcategory

	Easy attachment of media files to enrich the content of the Knowledgebase item

Knowledgebase

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Reports and Analysis


	Large selection of pre-defined reports on service; creation of tailored reports on demand

	Service quality reports: you get information about service breaches, satisfaction level, MTTR and more

	Activities reports show you where your resources are being invested in order to help you better manage them


	Reports available in various formats, including PDF and Excel spreadsheets

SysAid CSS Report

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Relation Mapper


	Customizable Items: Define an unlimited number of items (ie. contracts, services) and key relationships between items. Store up to 250 attributes per item (eg. dates, numbers, notes, attachments)

	Graphic View: Acces an instant snapshot of all the items surrounding your customer. Retrieve extended information with drill down options for each item

	Easy Access: View relation map from different CSS screens for a full and immediate picture of your customers

	Automatic Synchronization: Import and update your Contacts, Accounts and CSS users automatically

	Automatic Mapping of relationships between Contacts and Accounts for your convenience

	Customizable Relations: Create your own relations types to represent unique linkages between your defined items

SysAid CSS Relation Mapper

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Manager Dashboard (Pro Edition only)


	A customizable real-time graphical dashboard which gives an overview of the state of affairs in your service desk

	Automatic scheduling for a wide selection of reports on workflow and service quality

	Reports can be emailed automatically to any number of users, on a monthly, weekly or even daily basis

	Reports can be modified to suit the specific needs of your organization

	Entirely new reports can be designed and added to the system

SysAid CSS Manager Dashboard

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Task & Project Management Module (Pro Edition only)


	Create, list and manage projects and tasks

	Track work progress

	Track resource usage (work force)

	Manage you time efficiently. Keep record of all activities

	Record of all activities

	Store relevant documentation

	Use SysAid project Gantt Chart for improved project management

SysAid CSS Gantt Chart

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Fast Implementation


	No Installation required! You can start using SysAid immediately!

	A mail box is provided to speed things up even more. You get e-mail address in the form yourcompany@sysaidcss.com which your customers can use to contact your service desk. Any e-mail messages sent to this address will automatically turn into tickets

	Zero technical overhead - we take care of all the technical maintenance so that you can focus on providing the best service to your customers

	Your data is safe: we take care of the backup needed to ensure maximum data safety


	SysAid CSS runs on our servers, saving you the large cost of hardware and software

SysAid Email Integration

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Multiple channels for submitting tickets for customers


	Integrated Frame allows you to easily integrate the Self Service Portal directly to your company web site simply by adding predefined code

	Customized Web forms to allow full integration with the existing company web site

	E-mail integration for easy submission of tickets

	Log phone calls in an easy, fast, intuitive and customized way

	End user portal enables the user to open tickets, follow up on the status, and update the ticket

SysAid CSS Integrated to your web site

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	Security, privacy, and reliability

	Secured SSL option

	All user and service data stored in central, secure database

	Network uptime: Our datacenters are staffed 24/7 by on-site engineers which allow us to provide an unmatched level of security and reliability by responding to issues directly. Our services include 24 hour proactive server level monitoring and service restoration to provide 100% network uptime.

	Backup: The information is securely backed on different sites geographically to reduce downtime

Click here to start using SysAid right now!

Product


	Features


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SysAid Technologies Ltd.
Toll-Free phone center (U.S.): 1-800-686-7047
Offices - U.S.617-231-0124
Israel:+972-3-533-3675
E-mail:support@sysaidcss.com
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SysAid logos and other SysAid Technologies marks are trademarks or registered trademarks of SysAid Technologies Ltd.
All Rights Reserved by SysAid Technologies Ltd. 2002-2010

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We provide worldwide services, and we do our best to match the working times of customers from different time zones.

SysAid Customer Service and Support Software Features