# SysAid vs Track-It! Comparison
---
## AI Generated Summary
- **G2 reviewers report** that SysAid excels in user satisfaction, boasting a significantly higher overall rating compared to Track-It!. Users appreciate its **user-friendly design** and the ability to automate ticketing processes, which enhances efficiency and reduces IT workload.
- **According to verified reviews** , SysAid's implementation process is praised for its quick onboarding, with users highlighting the intuitive features that allow for seamless integration across modules. In contrast, Track-It! has received mixed feedback regarding its setup, with some users noting challenges in configuration.
- **Users say** that SysAid's support quality stands out, with many mentioning the helpfulness of the support team and the availability of performance insights. Track-It!, while also noted for its support, does not match the same level of satisfaction, with reviewers indicating room for improvement in response times.
- **Reviewers mention** that SysAid's ticketing system is robust, with features like automated ticket routing and prioritization that streamline workflows. Track-It! offers a simple interface for ticket management, but some users feel it lacks the advanced automation features that SysAid provides.
- **G2 reviewers highlight** SysAid's strong reporting and analytics capabilities, which help teams track performance and improve service delivery. While Track-It! offers basic reporting features, users have expressed a desire for more comprehensive analytics tools to better inform their decision-making.
- **According to recent user feedback** , SysAid's self-service options are a major plus, allowing users to resolve issues independently, which is a significant time-saver. Track-It! is recognized for its user-friendly design, but some users feel it could benefit from enhanced self-service functionalities to further reduce the burden on IT teams.



| | SysAid | Track-It! | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 3.7 out of 5 | 
| **Total Reviews** | 748 | 100 | 
| **Largest Market Segment** | Mid-Market (59.7% of reviews) | Mid-Market (57.7% of reviews) | 
| **Entry Level Price** | Free Trial 1 Agent Per Year | No pricing available | 

---
## Top Pros & Cons

### SysAid

Pros:
- Customer Support (33 reviews)
- Ease of Use (33 reviews)

Cons:
- Missing Features (12 reviews)
- Steep Learning Curve (11 reviews)

### Track-It!

**Not enough data**

---
## Ratings Comparison
| Rating | SysAid | Track-It! | 
|---|---|---|
  | **Meets Requirements** | 8.9 (601 reviews) | 7.8 (86 reviews) | 
  | **Ease of Use** | 9.0 (604 reviews) | 7.9 (88 reviews) | 
  | **Ease of Setup** | 8.5 (531 reviews) | 7.6 (51 reviews) | 
  | **Ease of Admin** | 8.8 (520 reviews) | 7.9 (52 reviews) | 
  | **Quality of Support** | 9.0 (592 reviews) | 7.7 (66 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (512 reviews) | 8.1 (50 reviews) | 
  | **Product Direction (% positive)** | 9.1 (569 reviews) | 5.7 (85 reviews) | 

---
## Pricing

### SysAid

#### Entry-Level Pricing

Plan: Help Desk

Price: Free Trial 1 Agent Per Year

Description: A comprehensive, generative AI Help Desk platform, revolutionizing IT ticket management and service delivery.

Key Features:
- AI Chatbot
- Asset Management
- Self-Service Portal

[Browse all 2 editions](https://www.g2.com/products/sysaid/pricing)

#### Free Trial

Yes

### Track-It!

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **SysAid** | 8.1/10 | 51 |
| **Track-It!** | 7.9/10 | 18 |

#### Ticket and Case Management

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (44 reviews) | 8.4 (16 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.7 (45 reviews) | 7.4 (16 reviews) ✓ Verified | 
| **Workflow** | 8.4 (45 reviews) | 8.0 (16 reviews) ✓ Verified | 
| **Response Automation** | 8.2 (42 reviews) | 7.9 (14 reviews) | 
| **SLA Management** | 8.2 (44 reviews) | 8.3 (9 reviews) | 
| **Attachments/Screencasts** | 8.4 (44 reviews) | 7.5 (16 reviews) | 
| **Ticket Collaboration** | 8.6 (43 reviews) | 7.6 (15 reviews) | 
| **Customer and Contacts Database** | 8.2 (41 reviews) | 8.2 (10 reviews) | 

#### Generative AI

| Feature | SysAid | Track-It! | 
|---|---|---|
| **AI Text Generation** | 7.7 (36 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (36 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Customer Portal** | 8.7 (43 reviews) | 8.3 (11 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (41 reviews) | 8.2 (14 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.0 (41 reviews) | 8.3 (9 reviews) | 
| **Social Integration** | 6.0 (37 reviews) | 7.7 (8 reviews) | 
| **Voice** | 5.7 (38 reviews) | 7.9 (8 reviews) | 

#### Platform

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Mobile User Support** | 6.7 (45 reviews) | 7.7 (8 reviews) ✓ Verified | 
| **Customization ** | 8.3 (45 reviews) | 8.5 (10 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.9 (47 reviews) | 8.2 (10 reviews) ✓ Verified | 
| **Integration** | 8.3 (45 reviews) | 8.8 (7 reviews) ✓ Verified | 
| **Reporting** | 8.6 (44 reviews) | 7.7 (14 reviews) ✓ Verified | 
| **Dashboards** | 8.7 (44 reviews) | 7.6 (13 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **SysAid** | 8.8/10 | 331 |
| **Track-It!** | 7.7/10 | 11 |

#### Administration

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Change Management** | 8.8 (233 reviews) ✓ Verified | 6.9 (8 reviews) ✓ Verified | 
| **Asset Management** | 8.7 (267 reviews) ✓ Verified | 8.1 (8 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.8 (274 reviews) ✓ Verified | 7.4 (9 reviews) ✓ Verified | 

#### Service Desk

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Help Desk** | 9.5 (296 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 
| **Incident Reports** | 9.3 (281 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | 
| **Process Workflow** | 8.9 (260 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 

#### Management

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Reporting** | 8.7 (255 reviews) ✓ Verified | 7.5 (6 reviews) ✓ Verified | 
| **Administration Console** | 9.0 (256 reviews) ✓ Verified | 8.1 (6 reviews) ✓ Verified | 
| **Access Management** | 8.7 (236 reviews) ✓ Verified | 6.3 (5 reviews) | 
| **Asset Management** | 8.7 (239 reviews) ✓ Verified | 8.3 (5 reviews) ✓ Verified | 
| **Policy Dictation** | 8.3 (181 reviews) ✓ Verified | 8.1 (6 reviews) | 

#### Functionality

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Ticketing System** | 9.4 (273 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | 
| **Performance Logging** | 8.8 (222 reviews) ✓ Verified | 6.3 (5 reviews) | 
| **Alerting** | 8.9 (229 reviews) ✓ Verified | 7.2 (6 reviews) ✓ Verified | 
| **Automation** | 8.5 (224 reviews) ✓ Verified | 6.4 (6 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Autonomous Task Execution** | 8.6 (6 reviews) | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | 7.5 (8 reviews) | Not enough data | 
| **Adaptive Learning** | 8.3 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | 9.0 (7 reviews) | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### AIOps Platforms

| Product | Score | Reviews |
|---|---|---|
| **SysAid** | N/A | N/A |
| **Track-It!** | N/A | N/A |

#### Functionality

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Systems Monitoring** | Not enough data | Not enough data | 

#### Issue Resolution

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Root Cause Identification** | Not enough data | Not enough data | 
| **Proactive Identification** | Not enough data | Not enough data | 
| **Resolution Guidance** | Not enough data | Not enough data | 

#### Management

| Feature | SysAid | Track-It! | 
|---|---|---|
| **System Integration** | Not enough data | Not enough data | 
| **Alerting** | Not enough data | Not enough data | 
| **Reporting** | Not enough data | Not enough data | 

#### Generative AI

| Feature | SysAid | Track-It! | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - AIOps Platforms

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **SysAid** | 8.6/10 | 468 |
| **Track-It!** | 7.4/10 | 43 |

#### Incident Management

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Automate Ticket Routing** | 9.0 (406 reviews) | 7.4 (36 reviews) | 
| **Ticket Prioritization** | 8.9 (418 reviews) | 7.5 (38 reviews) | 
| **Ticket Notifications** | 9.1 (426 reviews) | 8.5 (40 reviews) | 
| **Knowledge Base** | 8.4 (388 reviews) | 6.5 (32 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.5 (375 reviews) | 6.8 (33 reviews) | 

#### Reporting

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Dashboards** | 8.6 (415 reviews) | 7.2 (35 reviews) | 
| **Time Tracking** | 8.4 (388 reviews) | 7.8 (29 reviews) | 
| **Surveys** | 8.3 (325 reviews) | 6.7 (24 reviews) | 

#### Access & Usability

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Mobile** | 7.4 (295 reviews) | 6.7 (20 reviews) | 
| **Self Service** | 8.8 (392 reviews) | 7.5 (31 reviews) | 
| **Active Directory** | 9.0 (385 reviews) | 8.3 (32 reviews) | 
| **Multi-Channel Access** | 8.6 (313 reviews) | Feature Not Available | 

#### Agentic AI - Service Desk

| Feature | SysAid | Track-It! | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (3):** [Service Desk Software](https://www.g2.com/categories/service-desk), [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to SysAid (1):** [AIOps Tools](https://www.g2.com/categories/aiops-platforms)



---
## Reviewer Demographics

### By Company Size

| Segment | SysAid | Track-It! | 
|---|---|---|
| **Small-Business** | 10.7% | 14.4% | 
| **Mid-Market** | 59.7% | 57.7% | 
| **Enterprise** | 29.6% | 27.8% | 

### By Industry

#### SysAid

- **Information Technology and Services:** 14.4%
- **Hospital & Health Care:** 7.2%
- **Financial Services:** 4.5%
- **Banking:** 4.4%
- **Computer Software:** 3.1%
- **Construction:** 2.8%
- **Retail:** 2.7%
- **Higher Education:** 2.5%
- **Non-Profit Organization Management:** 2.5%
- **Automotive:** 2.4%
- **Other:** 53.5%

#### Track-It!

- **Information Technology and Services:** 13.3%
- **Hospital & Health Care:** 6.1%
- **Higher Education:** 6.1%
- **Utilities:** 4.1%
- **Law Practice:** 4.1%
- **Retail:** 4.1%
- **Government Administration:** 4.1%
- **Insurance:** 3.1%
- **Machinery:** 3.1%
- **Computer Software:** 3.1%
- **Other:** 49.0%

---
## Alternatives

### Alternatives to SysAid

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (986 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1173 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1868 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)

### Alternatives to Track-It!

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (986 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews)

---
## Top Discussions

### SysAid

- Title: [Does SysAid allow for modern authentication on monitored email?](https://www.g2.com/discussions/24871-does-sysaid-allow-for-modern-authentication-on-monitored-email) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "In SysAid we have automated email integration, which is affected by Microsoft’s announcement that they’re retiring basic authentication for Office 365 email..."
- Title: [What is SysAid used for?](https://www.g2.com/discussions/what-is-sysaid-used-for) — 1 comment *(includes official response)*
  > **Top comment:** "SysAid is the next-gen of ITSM, a comprehensive platform with generative AI baked into every element of service management, all wrapped up in an intuitive,..."
- Title: [How do I upgrade my SysAid?](https://www.g2.com/discussions/how-do-i-upgrade-my-sysaid) — 1 comment
  > **Top comment:** "You can follow those steps:
https://documentation.sysaid.com/docs/upgrade-guide"
- Title: [Why did you choose service management program?](https://www.g2.com/discussions/why-did-you-choose-service-management-program) — 1 comment
  > **Top comment:** "We chose it because it facilitates the management of tickets within the company"
- Title: [Are Sysaids free?](https://www.g2.com/discussions/are-sysaids-free) — 1 comment
  > **Top comment:** "There's free version and paid version. The free version has limitation such number of assets, number of administrators and etc. "

### Track-It!

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/sysaid-vs-track-it)