SysAid Helpdesk empowers organizations, from small firms to large corporations, with feature-rich customer service software

Designed with a powerful Helpdesk, SysAid CSS provides you with comprehensive ticket management tools, advanced customization, and ease-of-use experience, ensuring you meet all of your customer service demands.

Helpdesk

Ticket Management

Ticket Management Manage customer support easily from a single, integrated helpdesk. Emails, live chat, and phone calls are instantly turned into service requests. You can prioritize service requests and rely on automatic routing rules, escalation rules, reminders, and notifications to ensure that every ticket receives the proper attention.
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Self Service Portal

Self Service Portal Make your helpdesk available to your customers 24/7 with the Self Service Portal. Customers can log in to an intuitive web portal to submit and track service requests, access their service history, find solutions in the FAQ, and view events in their calendar.
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SLA Management

SLA Create Service Level Agreements (SLAs) to ensure your team is providing the speed and quality of service expected. Receive an immediate visual snapshot of how you're meeting your SLA in a graphical dashboard view.
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Live Chat

Live Chat Customers can easily communicate by initiating a live chat with an agent directly from your website, or through the Self Service Portal.
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Knowledge Base

Knowledge Base Build a database of common service requests and their resolutions, FAQs, and tips for agents and customers! This time-saving Knowledge Base encourages self-help by assisting customers to resolve issues on their own, and helps agents solve service requests as quickly as possible.
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Reports & Analysis

Reports and Analysis Run detailed reports about your helpdesk workload, satisfaction levels, and service quality to measure performance. Distribute a survey for your customers to complete when they close a service request, and then view survey results in a detailed report to evaluate customer satisfaction.
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Process Management

Process Management The Process Management module standardizes recurring procedures to ensure that every process is executed correctly, every time. Incorporate dependencies and approvals to strengthen the speed and quality of your workflows.
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Manager Dashboard

Manager Dashboard View real-time graphs and charts of your customer service activities: helpdesk, service quality, project progress, and more. Customize and schedule reports to monitor your performance.
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Calendar & Scheduling

Calendar and Scheduling Stay on top of your service requests' due dates, activities, and events— all stored in one place. The calendar is integrated with SysAid so information added elsewhere is automatically updated. A Calendar is also located in the Self Service Portal for customers to stay updated.
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Relation Mapper

Relation Mapper Record and visualize important components of your customer service operation, such as customers, products, contracts, and accounts. Classify key relationships between components and access a graphic view of these relationships.
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Tasks & Projects

Projects and Tasks Manage projects and corresponding tasks, and assign tasks to selected agent. Monitor a project's progress in intuitive Gantt charts, and ensure that all tasks are completed on schedule.
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Mobile Apps

iPhone App

iPhone AppManage your customer service on the go from your iPhone! Free SysAid CSS mobile app is available at the App Store.
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Android App

Android AppManage your customer service on the go from your Android! Free SysAid CSS mobile app available at the Android Market.
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BlackBerry App

BlackBerry AppManage your customer service on the go from your BlackBerry! Free SysAid CSS mobile app available at the BlackBerry App World.
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Windows Phone 7 App

Windows Mobile AppManage your customer service on the go from your Windows Phone 7! Free SysAid CSS mobile app is available at the Marketplace.
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Customization

API & Advanced Customization

API and Advanced CustomizationUse our powerful API to integrate SysAid CSS with third-party applications, ensuring that SysAid fits right into your existing workflows. Add custom fields to forms and lists so SysAid can track all of the data that’s important to you. 
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Languages

LanguagesUse the language of your choice! SysAid CSS aims to provide solutions for customer service departments all over the world, and can easily be translated into any additional language.
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Branding

BrandingReplace the CSS logo with your own logo, change your logo according to which customer account is accessing the Self Service Portal, and integrate the Self Service Portal into your website--giving your customers a seamless experience!  Create the exact look and feel you want by customizing forms and lists within SysAid CSS.

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