--- title: SysAid Reviews meta_title: 'SysAid Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 753 reviews by the users' company size, role or industry to find out how SysAid works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 753 scale: '5' date_modified: '2026-08-11' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # SysAid Reviews **Vendor:** SysAid **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.5/5.0 **Total Reviews:** 753 ## About SysAid SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. ## SysAid Pros & Cons **What users like:** - Users value the **ease of use** of SysAid, enhancing efficiency in IT service management and support tasks. (33 reviews) - Users praise the **excellent customer support** from SysAid that enhances their ticket management and communication processes. (32 reviews) - Users commend SysAid's **automation features** for enhancing efficiency in ticket routing and improving response times. (27 reviews) - Users appreciate the **robust ITSM features** of SysAid, enabling efficient ticketing, asset tracking, and automated workflows. (26 reviews) - Users value the **efficient ticket management** in SysAid, enhancing service delivery and asset tracking seamlessly. (24 reviews) - Users value the **seamless integrations** of SysAid, enhancing communication and efficiency in workflow management. (23 reviews) - Asset Management (21 reviews) - Efficiency (21 reviews) - Users value the **customizability** of SysAid, enhancing their workflow and improving customer service experiences significantly. (18 reviews) - Users value the **customizability** of SysAid, enhancing workflows and tailoring the experience to meet organizational needs. (18 reviews) **What users dislike:** - Users find the **missing features** in SysAid limiting, especially regarding API functionality and reporting capabilities. (12 reviews) - Users experience a **steep learning curve** with SysAid due to complex setup and extensive customization options. (11 reviews) - Users find the **clunky interface** of SysAid challenging, affecting usability and efficiency in managing tasks. (9 reviews) - Users experience **poor customer support** with slow response and resolution times, leading to frustrating delays and unresolved issues. (9 reviews) - Users find the **complex setup** of SysAid challenging, with difficult configurations and unoptimized mobile performance hindering efficiency. (8 reviews) - Integration Issues (8 reviews) - Users find **limited customization** options frustrating, as professional support and advanced features are challenging to navigate. (8 reviews) - Time Delays (8 reviews) - Interface Issues (7 reviews) - Users express dissatisfaction with **limited features** in SysAid, particularly lacking a well-designed knowledge base and report access. (7 reviews) ## SysAid Reviews ### 1. Not a Fan **Rating:** 1.0/5.0 stars **Reviewed by:** Brian S. | AV Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2024 **What do you like best about SysAid?** It does provide a reliable ticketing system **What do you dislike about SysAid?** Overly complicated, difficult to configure. **What problems is SysAid solving and how is that benefiting you?** Tracking and displaying user's issues. **Official Response from Liora Coberman:** > Thanks for reaching out and letting us know about the challenges you're facing with SysAid. We understand your frustration and want to get things running smoothly again as soon as possible. Our support team is here to help! I've already notified them of your situation, and they'll be in touch shortly to walk you through some solutions that can make things easier. We appreciate your patience and look forward to resolving this for you. ### 2. One of the worst ticketing systems I have ever used **Rating:** 0.0/5.0 stars **Reviewed by:** Devin M. | IT Manager - Infrastructure & Security, Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2023 **What do you like best about SysAid?** It integrates with AD, not that big of a deal as most do. SSO integration which others have. **What do you dislike about SysAid?** Clunky Interface, lack of automation, poor asset management. I call SysAid the poor man's Service Now because all other ITSM solutions have full automation, integration, mobile apps and AI capabilities. SysAid is something you choose on a budget where you know it will be challenging, but you are willing to work with it. Why would you make it so difficult to make changes to categories, to sync with an AD server. Why would you make the ticketing interface not user friendly, the status drop-downs not automated based on the work done? **What problems is SysAid solving and how is that benefiting you?** Ticketing system, problem management. **Official Response from Lindsay Bullock:** > Hi Devin, Thank you for your review. We are actively listening to feedback, and your comments will be shared with our development team. Your input is valuable in helping us improve and meet the evolving needs of our users. ### 3. Expensive solution **Rating:** 0.5/5.0 stars **Reviewed by:** Adrian S. | IT Infrastructure Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** June 25, 2020 **What do you like best about SysAid?** Easy to use for the end-user to open new tickets **What do you dislike about SysAid?** really difficult to configure and missing lots of useful options/features **Recommendations to others considering SysAid:** you can find a cheaper and better solution (even free one). for this price, I would expect a better support but they asked me for more money to develop standard stuff. **What problems is SysAid solving and how is that benefiting you?** I did use it because of a decision of high management, in order to have a nice looking ticketing system, but after the initial year we didn't extend the contract ### 4. Sadly not up to the job **Rating:** 0.5/5.0 stars **Reviewed by:** Dave L. | IT Manager, Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about SysAid?** It appeared to have a multitude of features (Servicedesk/CMDB/password resets etc.) **What do you dislike about SysAid?** The service was one of the poorest I have experienced. We had a technical issue for over 6 months and despite various attempts to get it resolved (it was just a basic monitoring function - we wanted to know server availability) we never felt any urgency or understanding from sysaid. They did admit it was a bug that would be fixed "in a future release" but could give no timeframe for resolution. they did respond when it was renewal time - not to fix the problem but to request payment (they honestly expected us to pay for a service that did not deliver on what it claimed)!- then they have added insult to injury by stopping our license. We are currently evaluating alternative providers.. **Recommendations to others considering SysAid:** If you want to provide basic reporting (e.g avaialbility of servers) then I would look at other products as this does not cut it. The service standard is one of the lowest I have encountered. **What problems is SysAid solving and how is that benefiting you?** As a basic helpdesk it worked - albeit a bit clunky and hard to configure to get it to behave how you want it to. It is not intuitive. The service is one of the worst I have encountered which is ironic given we were using the product to try and provide service to our customers. **Official Response from Ami Shimkin:** > Hi Dave, We’re sorry to hear that you were left unsatisfied with SysAid and our support team. We understand that you experienced challenges with your monitoring functions and didn’t feel you received the support you deserved. We’d like to apologize for your experience and let you know that it doesn’t reflect our standards nor the level of support we strive to provide to all of our customers. After looking through our records, it seems that there was some miscommunication. We had every intention of fixing your issue and making you happy again. As you know, the resolution process was started, and for some reason (this is being checked internally) our support technicians were unable to reach you in order to finish resolving your issue. Coincidentally, your contract was up for renewal at the same time and you automatically received notification of this (like all of our customers). Sadly, timing was not perfect. If you’d like to chat with us about this, we are of course available and would be happy to talk. Thank you for your previous patronage – we’re hopeful that one day we’ll have the chance to make up for your experience. Kind regards, The SysAid Team ### 5. Seriously, a 450% rate hike??? **Rating:** 0.0/5.0 stars **Reviewed by:** Steven L. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 05, 2018 **What do you like best about SysAid?** Long time user and loved the ticket management system. **What do you dislike about SysAid?** SysAid has attempted to become a one-stop shop and has become very bloated with a lot of features that we would never use. In some cases, due to the configuration complexity, getting the service to do what you wanted was a little bit of a hassle. **Recommendations to others considering SysAid:** SysAid should have offered al-a-carte packages to users that would not use all the features and were unwilling to pay a 450% rake hike just for one feature. Unfortunately, I have already found an alternate provider, and will not be coming back to SysAid. **What problems is SysAid solving and how is that benefiting you?** I was only interested in the ticket management feature. Signed up several years ago for $270 per year. SysAid elected to invoke a 450% rate hike to $1,200 per year. I had to then scramble around to find an alternate ticket management system. Unfortunately, I can no longer recommend SysAid to anyone. ### 6. more trouble than it is worth **Rating:** 0.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 20, 2018 **What do you like best about SysAid?** nothing. We were never able to fully roll out because there was always an issue. Product really needs to be installed individually on every device. Remote roll out do not work and they always blame it on Windows. **What do you dislike about SysAid?** most everything. particularly the fact it takes over a week to have a support specialist call you if you are having an issue. Most of the time they are not able to resolve it if it is not in their handbook. **Recommendations to others considering SysAid:** If you have time to touch each machine individually to setup the software than it may end up being ok. **What problems is SysAid solving and how is that benefiting you?** Managed IT ## SysAid Discussions - [Is the tool or app already running from a mobile?](https://www.g2.com/discussions/is-the-tool-or-app-already-running-from-a-mobile) - 1 comment, 1 upvote - [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 - [SysAid compatibility with Exchange Server 2013 and above ?](https://www.g2.com/discussions/24657-sysaid-compatibility-with-exchange-server-2013-and-above) - 1 comment, 1 upvote - [I'm interested in how others have implemented it and uses that may be beneficial to our company.](https://www.g2.com/discussions/24389-i-m-interested-in-how-others-have-implemented-it-and-uses-that-may-be-beneficial-to-our-company) - 1 comment, 1 upvote - [What is SysAid used for?](https://www.g2.com/discussions/what-is-sysaid-used-for) - 1 comment - [View SysAid pricing details and edition comparison](https://www.g2.com/products/sysaid/reviews?filters%5Bnps_score%5D%5B%5D=1§ion=pricing&secure%5Bexpires_at%5D=2026-08-12+11%3A09%3A44+-0500&secure%5Bsession_id%5D=28b4a22e-4ed1-441d-b0c6-392ccc6d18f3&secure%5Btoken%5D=200e21491847f77f7c1238cdd048c8791b31dad465d318b9ec7f5e451dc0d069&format=llm_user) ## SysAid Integrations - [Asana](https://www.g2.com/products/asana/reviews) - [Azure](https://www.g2.com/products/hopem-azure/reviews) - [Azure Portal](https://www.g2.com/products/azure-portal/reviews) - [CAS](https://www.g2.com/products/cas/reviews) - [Dialpad Support](https://www.g2.com/products/dialpad-support/reviews) - [Google](https://www.g2.com/products/google-google/reviews) - [Harvest](https://www.g2.com/products/harvest/reviews) - [Jotform](https://www.g2.com/products/jotform/reviews) - [Lansweeper](https://www.g2.com/products/lansweeper/reviews) - 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[TeamViewer](https://www.g2.com/products/teamviewer/reviews) - [Trello](https://www.g2.com/products/trello/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [Typeform](https://www.g2.com/products/typeform/reviews) - [Workato](https://www.g2.com/products/workato/reviews) - [Worksafe Management Systems](https://www.g2.com/products/worksafe-management-systems/reviews) - [YouCanBookMe](https://www.g2.com/products/youcanbookme/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) ## SysAid Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Functionality** - Artificial Intelligence - Machine Learning - Systems Monitoring - IT Monitoring - Performance Monitoring **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Issue Resolution** - Root Cause Identification - Proactive Identification - Resolution Guidance **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Management** - System Integration - Alerting - Reporting **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Agentic AI - AIOps Platforms** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Root Cause Analysis - AI Copilot - Application Security - Reporting/Analytics - Data Aggregation - Incident Management - Alerts/Notifications **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top SysAid Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,302 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) - 4.2/5.0 (244 reviews)