Flexibility

Custom Notifications

SysAid offers a number of predefined notifications, triggered by specific events, such as new ticket submissions and incident, service request, problem, or change record changes. The notification content and layout are fully configurable to meet your design and content needs. Notifications also support application variables and HTML code.

Custom Logo

You can quickly, and easily, replace the SysAid logo with your company logo so that your service desk represents your organization’s brand, design choices, and culture.

HTML Configuration and Customization

Most SysAid HTML files are customizable. You can modify the HTML files to adjust page layout and edit page content. For example, you can add links in the SysAid Self-Service Portal for other services you may have in your organization, or create specific customized functions within SysAid.

Custom Embedded Submission Forms

Using SysAid Web Forms you can create a custom record submission form and embed it into any website of your choice. This allows end users to submit an incident directly in SysAid without the need to access the SysAid Self-Service Portal.

Additional Custom Fields

SysAid offers up to 200 custom columns per Entity (such as text, notes, numeric values, list, and date), which can be used to enhance existing or create new forms. For example, you can use a custom date field to let your end-users specify a preferred contact time within the Request Submission form. These custom field captions can be easily renamed via the translation file to represent their designated purpose.

Multi-language Support

SysAid’s user interface is available in 7 languages, inlcuding the employee self-service portal interface: English, French, German, Italian, Portuguese, Spanish, and Hebrew. Using the built-in translate feature you can fine-tune any of the native languages according to your needs, or translate SysAid into a language for which a translation does not yet exist.

Custom Lists

All SysAid lists (such as incident records, service request records, problem records, change records, end users, IT assets, etc.) are changeable – with each redesigned list saveable as a separate view so that you can easily retrieve and view your data in multiple ways. For each view you can:

• Decide which fields (columns) are visible in the list
• Control their order
• Define and use filters
• Sort the list by any column

Custom Forms

Most SysAid forms have many properties (fields), some of which will be useful for one organization but irrelevant to others. Consequently, all SysAid forms (such as incident records, service request records, problem records, change records, end-users, IT assets, etc.) are changeable and, for each form, you can:

• Create tabs – as many as you need
• Decide which fields are visible in each tab
• Control the order of the fields
• Mark fields as mandatory or read-only
• Set a default value where necessary

Configurable Self-service Portal

SysAid Self-Service Portal is fully configurable, where you can specify which features are available to your users (e.g. FAQs, Chat). You can also define the required behavior for some of the available self-service portal capabilities, for example, whether end users are allowed to close their own tickets and, if they are, the status assigned to those tickets after they are closed. HTML customization is also available – see HTML configuration and customization.