--- title: SysAid Reviews meta_title: 'SysAid Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 752 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: 752 scale: '5' date_modified: '2026-07-17' 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:** 752 ## 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. Great solution, excellent service, great integration!!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Frank Q. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2020 **What do you like best about SysAid?** It's super easy for our people to provide feedback and follow up on service requests from our customers. We now have a single truth to focus and make decisions. **What do you dislike about SysAid?** The Project and Task Module could be as awesome as the Service Request **Recommendations to others considering SysAid:** Review and use the free trial, search for an implementation partner with experience and have your business processes defined and aligned with your strategy. Look for metrics to manage your business or departments. **What problems is SysAid solving and how is that benefiting you?** The APIs to integrate with other systems and to build Power BI Reports. ### 2. System and Network administrator **Rating:** 3.5/5.0 stars **Reviewed by:** Ufuk B. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 05, 2020 **What do you like best about SysAid?** To follow asset with advanced informations **What do you dislike about SysAid?** remote support is really slow. Some issue is solving slowly. **Recommendations to others considering SysAid:** It is really important to build good structure on first installation. **What problems is SysAid solving and how is that benefiting you?** Folowing our assets and Asset management. ### 3. Sysaid review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 20, 2020 **What do you like best about SysAid?** I really like friendly user interface, the way how you speak with your own costumers, no more duplicate tickets for something that is not working, the way how you can customize your own e-mail, pretty nice view of dashboard with tickets. **What do you dislike about SysAid?** I don´t like that there is no HTML editor integrated into the system, and the way for using JavaScript. **What problems is SysAid solving and how is that benefiting you?** I am solving problems related to users problems with software, printers, computer, internet... The mostly what users report me is problems with our own software. But there are also a lot of tickets related to Microsoft Word, Microsoft Excel, Microsoft Power Point, Microsoft Outlook, Medavis RIS, PACS. The good thing with Sysaid is that there is no more phone calls, no more SMS messages. All what users must to do is: Open Sysaid and report the problem. Nothing more, so much easy. ### 4. Sysaid for incident management and alerts **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2020 **What do you like best about SysAid?** Incident management, alerts and asset management **What do you dislike about SysAid?** Chat and KB. They feel old when compared to MS Teams. **Recommendations to others considering SysAid:** No other recommendations. **What problems is SysAid solving and how is that benefiting you?** Incidents and alerts, assets for our customers ### 5. SysAid - Review. **Rating:** 5.0/5.0 stars **Reviewed by:** Jaco P. | IT Systems and Network Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** June 12, 2020 **What do you like best about SysAid?** The interface, and that it's cloud based. **What do you dislike about SysAid?** I think the mobile application needs some work. **What problems is SysAid solving and how is that benefiting you?** We are keeping track of tickets across multiple geo-graphical locations. SysAid has helped to keep the team in sync and also to track assets across countries. ### 6. Excellent Incident manager and Helpdesk ticketing system **Rating:** 5.0/5.0 stars **Reviewed by:** Emmanuel V. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 02, 2020 **What do you like best about SysAid?** Fast, efficient and easy to use, dashboards. **What do you dislike about SysAid?** Lack of mobile app for newer versions of Android and IOS. **What problems is SysAid solving and how is that benefiting you?** IT Service Management and Helpdesk. ### 7. Game changer for our IT **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2020 **What do you like best about SysAid?** Easy to use and saved us loads of time and money in our IT department **What do you dislike about SysAid?** I would like the ability to add additional categories to describe a service request, incident, problem or change **Recommendations to others considering SysAid:** The customer really has to analyze all incident and service request parameters to determine all the parts, users, departments, workflows and approval processes involved in dealing with an issue or request, otherwise you will miss a lot of steps **What problems is SysAid solving and how is that benefiting you?** We needed a system that was flexible enough to properly describe and handle our environment's needs. SysAid was very inexpensive system compared to other vendors offerings and continued many, many more features and capabilities. ### 8. Ivan Baresic_Pevec **Rating:** 5.0/5.0 stars **Reviewed by:** Ivan B. | Head of server and network infrastructure, Enterprise (> 1000 emp.) **Reviewed Date:** April 04, 2019 **What do you like best about SysAid?** Easy of use, friendly GUI, very stable and fast. Our team did all installation and integration itself, with little help from support. Periodically reminders about new features or GUI. The best thing is that our users are now used to report all problems through this tool, we have reduce number of phone calls to our help desk and we can also start some minor projects over Sysaid. Reports are nice and easy, very cool graphics. We can easily show our manager on which problems we loose most of time, what problems are happening more - so we can do some manuals or upgrade them so Users can help themselves. **What do you dislike about SysAid?** Nothing to mention, we are fully satisfied with product which we tested among few others and it was the chosen one. My recommendation is to bundle more assets to licensing. Some conference about Sysaid or more webinars are welcome. **Recommendations to others considering SysAid:** Very good tool, good pricing and support - recommendation definitely. It will help Your daily IT work, administration or projects. **What problems is SysAid solving and how is that benefiting you?** Ticketing, knowledge base, reports and analyzes. We have much better controls over problems in our Company, users are now used to report problem through Sysaid. Any member of our team now can know and for what is responsible to different field so we have reduced time to resolve problems. We have also include static from Sysaid for recruiting employees, we now can target candidates which are better suited for certain IT job. ### 9. Sysaid is the best call logging software I've used. **Rating:** 4.0/5.0 stars **Reviewed by:** Richard M. | IT Technical Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2019 **What do you like best about SysAid?** I like the ease of use the most. Our end users never need a 'tutorial' on how to use the system. **What do you dislike about SysAid?** The newest web interface seems to not scale correctly on any browser that I use. For instance it was initially difficult for me to spot where the 'send' message item was located. I prefer the last GUI more than the current one. **Recommendations to others considering SysAid:** Sysaid is a great helpdesk software. We have been using it for years. People should consider implementing Sysaid with ADFS from the get go. **What problems is SysAid solving and how is that benefiting you?** We use Sysaid as our only IT call logging software. It is vital for our organisation. There is ease of use for the end user. Also, the reports from Sysaid highlights problem areas as well as overall IT activity in relation to our helpdesk. ### 10. SysAid - Great customizable ITSM tool **Rating:** 5.0/5.0 stars **Reviewed by:** David T. | Enterprise (> 1000 emp.) **Reviewed Date:** May 08, 2020 **What do you like best about SysAid?** How easy it is to customize anything. We have completely customized everything to what we want. **What do you dislike about SysAid?** It was the support, but that has improved tremendously. Now it's maybe the look and feel. They have improved on that as well. I would like to see email templates improved. **Recommendations to others considering SysAid:** If you want a product you can customize to your needs then SysAid is the right choice. **What problems is SysAid solving and how is that benefiting you?** All sorts of tickets for many departments. Also change management, projects and CMDB for asset tracking. ### 11. Great **Rating:** 3.5/5.0 stars **Reviewed by:** yaggel c. | Oracle logistic consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2016 **What do you like best about SysAid?** the ability to be able to change and modify the system the customization is very user friendly **What do you dislike about SysAid?** the system form are not flexible, no radio button fields **What problems is SysAid solving and how is that benefiting you?** all IT Change requests and bug fixes managed in the system ### 12. Excellent poduct **Rating:** 5.0/5.0 stars **Reviewed by:** Estalin P. | QA Test Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** June 10, 2020 **What do you like best about SysAid?** It is an easy to use tool, easy to teach other coworkers. When creating tickets everything is very easy, the detail that can be given for them is very useful. For the attached files. Notifications are very helpful for one to notice when something is happening and to be aware of it. **What do you dislike about SysAid?** Does not relate tasks, is a bit slow and confusing **What problems is SysAid solving and how is that benefiting you?** Disorganization ### 13. A very good tool for the IT **Rating:** 5.0/5.0 stars **Reviewed by:** Eddy M. | Leiter IT Infrastruktur, Enterprise (> 1000 emp.) **Reviewed Date:** May 28, 2020 **What do you like best about SysAid?** The customizable workflows and the self-service portal for the users **What do you dislike about SysAid?** The translation of the notification in more languages is a bit complex **What problems is SysAid solving and how is that benefiting you?** We improoved the collaboration between users and IT ### 14. Very useful and very responsive support **Rating:** 5.0/5.0 stars **Reviewed by:** Brieuc M. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 12, 2020 **What do you like best about SysAid?** The software is quite complete, with a lot of different features all useful to handle and automatize a tickets system. The support is very responsive, and ready to help you if you have any concerns. **What do you dislike about SysAid?** Some features are missing but you can tell the support and they will try to add this features in the next update. **What problems is SysAid solving and how is that benefiting you?** NETK5.com.cn is an IT service company, we provide support to our clients thanks to Sysaid. ### 15. Excellent Insightful Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 08, 2020 **What do you like best about SysAid?** Interactive Dashboards, Level of customization **What do you dislike about SysAid?** Difficulty in patch upgrades and certain areas of setup **Recommendations to others considering SysAid:** Excellent system, make sure you have a strong implementer on your team with fair database knowledge, a value adding package **What problems is SysAid solving and how is that benefiting you?** Traceability with suppliers, better team performance ### 16. Execllent tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** June 03, 2020 **What do you like best about SysAid?** Overall SysAid fits perfectly with the maturity of our organization. Support from the vendor in terms of the BAU model is excellent. **What do you dislike about SysAid?** not all processes are catered for in the tool but for us it is perfect. A cloud management platform integration would be great to see in the future. **What problems is SysAid solving and how is that benefiting you?** Process issues i.e. lack of process automation ### 17. Recommend sysaid to all **Rating:** 5.0/5.0 stars **Reviewed by:** Aldridge S. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2020 **What do you like best about SysAid?** i like the incident/request and asset management **What do you dislike about SysAid?** what i dont really like are the remote control tools, but they are improving **Recommendations to others considering SysAid:** yes, this product is higly recommendable. know what u what and contact their sales rep, they will set u up perfectly. **What problems is SysAid solving and how is that benefiting you?** every thing is centralized indicents,request and asset manangment. ### 18. Sysaid is awesome **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** May 26, 2020 **What do you like best about SysAid?** Very easy to navigate, The fact that you can customize this product is a great addition. **What do you dislike about SysAid?** I really can't think of a bad thing to say about SysAid. **Recommendations to others considering SysAid:** Please add a customization for a way to add Audit logs. **What problems is SysAid solving and how is that benefiting you?** We are using sysaid to control everything within the whole company. ### 19. Stellar Account Rep! **Rating:** 5.0/5.0 stars **Reviewed by:** Lauren R. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 09, 2020 **What do you like best about SysAid?** Our Enterprise Account Manager - Jonathan Sacker! **What do you dislike about SysAid?** Some RTF issues when entering KBs that is already known. **What problems is SysAid solving and how is that benefiting you?** We are directing users to figure out their issues on their own. At least 50% of the tickets are coming through SysAid. ### 20. SysAid made HelpDesk easier and more convenient **Rating:** 5.0/5.0 stars **Reviewed by:** Igor L. | IT, Computer Networking, Enterprise (> 1000 emp.) **Reviewed Date:** November 25, 2019 **What do you like best about SysAid?** We've implemented sysaid almost 3 years ago, since then about 50% of end users are using sysaid to open service requests and get help, we have around 15000+ tickets opened since then, including from 3rd party integration with one of our suppliers custom made help desk software. Managing service requests, assets, inventory, service request from 3rd party applications, with the help of API, became much easier. The ease of setup, and administrating the system in general. SysAid is very flexible, and can suit almost every need of our help desk department. Even after 3 years we are still implementing Sysaid, but I hope it's going in right direction, I can notice the development team is doing a great job in adding new features, and fixing issues. **What do you dislike about SysAid?** Some minor bugs from earlier versions, and should've been solved already. Reports (without reporting module) are not so clear. **Recommendations to others considering SysAid:** The implementation process can be a bit harsh, considering there is no time for anything due to constant flow of service requests incoming from a phone call, or via another help desk system. But I believe that in the end it's worth it, considering all the benefits of the software, the ease of use, the simplification of managing service requests, managing company assets and inventory. **What problems is SysAid solving and how is that benefiting you?** The day to day end user support, becoming more efficient and less time consuming Monitoring my organization's support request from one of our suppliers, with the help of API. ### 21. Useful tool to organize ICT requests **Rating:** 4.5/5.0 stars **Reviewed by:** Simon P. | ICT Director, Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2019 **What do you like best about SysAid?** With Sysaid we (IT department) know what we are doing, we know where do we have problems, we know who and how long is solving IT issue. On the other hand - our users, who submit tickets,know what is going on with theirs tickets - they get feedback when their ticket is opened, when is solving and when is closed. **What do you dislike about SysAid?** Well, Sysaid is great if users are using it - and fill it with data. So, to get maximum from SysAid, users and admins must strictly use SysAid portal - that is sometimes time consuming. **Recommendations to others considering SysAid:** SysAid is an easy to implement and use tool. You can use it on premise or in cloud. Also administration is pretty simple. **What problems is SysAid solving and how is that benefiting you?** We are tracking all our IT activities through SysAid: users problems & requests, our internal IT tasks (system administration, upgrades, backups...). We know, how much time we spend on certain tasks. With SysAid we don't loose and forget things any more. ### 22. Sysaid dependable but limited **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** September 30, 2020 **What do you like best about SysAid?** It's dependable .. Never gave issues with it staying up **What do you dislike about SysAid?** It's limited on features and integration partners **Recommendations to others considering SysAid:** Look at sysaid but in what you want before looking p **What problems is SysAid solving and how is that benefiting you?** Consolidates multiple ticketing systems into one ### 23. Full featured and Simple to use **Rating:** 5.0/5.0 stars **Reviewed by:** Scott D. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2020 **What do you like best about SysAid?** I have used several other Help desk packages throughout the years and SysAid is very refined and simple to use. The onboarding is smooth and configuration has been easy. **What do you dislike about SysAid?** My only real wish is that I was able to import my previous' systems help desk tickets into the system but it is not currently capable of that. I have been told that they are working on it for the next release. **What problems is SysAid solving and how is that benefiting you?** We have acquired another company and SysAid can handle multiple LDAP domains easily making it easy to bring them into the same help desk system. ### 24. Easy to Use and a Dream to Implement. **Rating:** 5.0/5.0 stars **Reviewed by:** Tony W. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2020 **What do you like best about SysAid?** The Product is very easy to use for our end users and the implementation was seamless. The support from the SysAid team was exceptional. **What do you dislike about SysAid?** Haven't found anything about SysAid that we don't like as yet.. **What problems is SysAid solving and how is that benefiting you?** Real Time Asset management. Easily accessible Ticketing System for our Users. Patch Management. ### 25. I use sysaid for handling user incidents and asset management **Rating:** 5.0/5.0 stars **Reviewed by:** Elibariki S. | Technology Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 12, 2020 **What do you like best about SysAid?** the platform is friendly and easy for my users to adopt and report incidents via the system. i also like the automatic discovery of assets and asset data **What do you dislike about SysAid?** nothing real. i find the platform useful **Recommendations to others considering SysAid:** its an excelent easy to use and manage platform **What problems is SysAid solving and how is that benefiting you?** - IT incidents management - Asset management ### 26. SysAid ITSM **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** July 09, 2020 **What do you like best about SysAid?** The best thing I like about SysAid is about creating service requests. it gives an opportunity to define all assets and their categories. **What do you dislike about SysAid?** creating workflows, but with more training and hands-on experience it can be easy. **Recommendations to others considering SysAid:** It is a very good helpdesk software and IT service management software and eas to use **What problems is SysAid solving and how is that benefiting you?** we are solving helpdesk issues, it has become easy to mange requests and incidents ### 27. Sysaid for a fast paced secure way to help. **Rating:** 5.0/5.0 stars **Reviewed by:** Michael W. K. | I.T. technician, Enterprise (> 1000 emp.) **Reviewed Date:** February 26, 2020 **What do you like best about SysAid?** Simple menu's that are user friendly. Ability to reach help for specific sections through a simple click. **What do you dislike about SysAid?** Integration has a few issues, should be easier to setup and fix. maybe showing user roots that don't communicate for x amount of time could have a warning that way we can fix problems as they happen instead of waiting for someone to see the issue happening and complain to get it fixed. **Recommendations to others considering SysAid:** this has to be the best value with consistent work flow. **What problems is SysAid solving and how is that benefiting you?** IT issues to maintenance for the building we are located in. ### 28. SysAid Review **Rating:** 5.0/5.0 stars **Reviewed by:** James W. | Systems Administrator II, Enterprise (> 1000 emp.) **Reviewed Date:** August 15, 2018 **What do you like best about SysAid?** We like the versatile customization capabilities that allow us to tailor the system to meet our needs. **What do you dislike about SysAid?** We would like to see more robust Project Management features. **Recommendations to others considering SysAid:** I highly recommend SysAid. Its versatility will be challenging for some. However, if you would like a feature rich product that you can customize to fit your needs, SysAid is a great choice! **What problems is SysAid solving and how is that benefiting you?** We have migrated from a less feature-rich ticket tracking system to SysAid. We have gained increased capability and many more features, such as change and asset management all in one integrated tool. We have realized greater insight into our incident management and improved customer service. ### 29. Best ticketing and inventory software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2020 **What do you like best about SysAid?** Easy to use and manage Simple to upgrade Very cost effective product **What do you dislike about SysAid?** I rather never had option to have it on cloud only rather than using and managing on our VM. **Recommendations to others considering SysAid:** When purchasing this product take th wad ice of the sales person and go directly to cloud based version rather than on premise. **What problems is SysAid solving and how is that benefiting you?** It related issue, Patches Inventory Etc ### 30. Customization and automation. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2020 **What do you like best about SysAid?** All is automated, routed/directed to the correct indoviduals which save us time, money and allows to operate in an efficient way. **What do you dislike about SysAid?** We like everything, meets all our expectations and requirements. **Recommendations to others considering SysAid:** SysAid is fully customizable and automated which allows us to focus on tasks with higher priorities and not repetitive. **What problems is SysAid solving and how is that benefiting you?** IT problems such as internet outages, servers down, softwares issues, maintenance, dynamic workflows for new hiring processes, approvals for new aquasitions etc. ### 31. Good and basic tool for ticketing purpose **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** April 03, 2020 **What do you like best about SysAid?** This ticketing tool provides ease of access and costs less compared to other ticketing tools. Includes all the ITIL practices. Can create incidents, changes, problem records. Easy to understand. Can be integrated with other softwares as well. Automatic ticket generation is possible. Able to assign multiple tickets at a time. **What do you dislike about SysAid?** At times there are issues when auto tickets are not generated. When alerts are received on monitoring tools, the coresponding tickets are not generated. Does not provide depth of services. **Recommendations to others considering SysAid:** Good for small scale organization as it provides basic needs of a ticketing tool **What problems is SysAid solving and how is that benefiting you?** Able to create tickets, take updates on pending issues, assign tickets to respective teams ### 32. SysAid - Powerful and improving **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2020 **What do you like best about SysAid?** SysAid provides useful tools to solve it issues quickly and efficiently. **What do you dislike about SysAid?** The remote control support without the teamviewer addons **What problems is SysAid solving and how is that benefiting you?** All sorts of it issues. We also use workflows to improve sales and HR processes ### 33. ITSM Solution That Won't Kill Your Budget **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2020 **What do you like best about SysAid?** It's easy to use once you get it configured **What do you dislike about SysAid?** The learning curve. Some things are fairly difficult to configure without assistance **What problems is SysAid solving and how is that benefiting you?** We currently use Incident, Request and Change Management, and have added non IT groups to interact as well ### 34. Great tool, simple to use, ITIL aligment and powerful customization capabilities **Rating:** 5.0/5.0 stars **Reviewed by:** David M. | IT & Innovation Director, Enterprise (> 1000 emp.) **Reviewed Date:** February 20, 2020 **What do you like best about SysAid?** It have several options to create a ticket (from e-mail to a key on the keyboard - F11) and is powerful enough to support detailed customization (look and feel, personalized templates, e-mail with expected resolution dates, tickets categories, timers, notifications, etc). **What do you dislike about SysAid?** Project tracking is rudimentary (but it's not the scope) **Recommendations to others considering SysAid:** Hire a ITIL expert or SysAid consultant (or both) to get the full potential of the tool... It's a great tool, but outcome would strongly depend on the rigth configuration **What problems is SysAid solving and how is that benefiting you?** Implement ITIL and provide a Help desk on my organization ### 35. Why we choose SysAid's Help Desk Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2020 **What do you like best about SysAid?** A very powerfull ticket management tool, is very easy to install it and start using it, you can modify/personalize the flow that the ticket will follow and create different roles for the team members, log the time of the activities and have an insight panel in where you can see a summary of the tickets pending for assignation, closed or being categorized depending of your needs. **What do you dislike about SysAid?** So far I have no complaints, the software does their job **What problems is SysAid solving and how is that benefiting you?** incident management, service request management, and complaints (and compliments) management. It organizes everything in just one tool. ### 36. Experience with Sysaid **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2020 **What do you like best about SysAid?** It is a simple and easy to use system. The search options are very helpful in our daily work. **What do you dislike about SysAid?** The reports could be improved and be more flexible based on our (and our clients) needs. **What problems is SysAid solving and how is that benefiting you?** It helped us keep track of our old and new tickets from different clients. ### 37. SysAid is an amazing collaboration tool! **Rating:** 5.0/5.0 stars **Reviewed by:** desirae a. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2020 **What do you like best about SysAid?** How easily it is to customize! It is very easy to do! **What do you dislike about SysAid?** Sometimes can be difficult to get help from the help desk due to time zones **What problems is SysAid solving and how is that benefiting you?** SLA's are enabled for my organization which we never had before. ### 38. Well defined roadmap and activities **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Government Relations | Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2018 **What do you like best about SysAid?** SysAid provides you the entire list of task that must be done; asset management and monitoring agent are effective and reduce the time spent by the staff in executing patching and monitoring assets. **What do you dislike about SysAid?** I'd like to have more information in regards of how certain configuration changes can affect specific functionality early in the project, Example: issue creation via screen clip and video recording feature only work if the issue type is an Issue or Incident. If you change the type as a service request, that functionality can't be deployed **Recommendations to others considering SysAid:** The UI might need a refresh, is a work in progress, but the Asset Management functionality is definitely a huge time saver for IT Staff **What problems is SysAid solving and how is that benefiting you?** Decrease in maintenance activities as patching and planned upgrades, anticipate asset performance decrease before end user is impacted, stablish staff SLA, identify common issues and deploy preventive solutions to those ### 39. I love SysAid! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2020 **What do you like best about SysAid?** All the features and functionality it includes in the price. It's very easy to use. It has all the tech ops tools we use under one roof. **What do you dislike about SysAid?** It has so much functionality it can be overwhelming to dive in and start getting everything setup. This is more of a frustration on my part for having a lack of capacity. However, we're engaging professional services to come onsite and get us going. **Recommendations to others considering SysAid:** For those that chose SysAid you'll get a lot of value and business process improvement. **What problems is SysAid solving and how is that benefiting you?** We reduced our ticket backlog of over 450 down to real time ticket handling. We maintain below 20 active tickets now. We're implementing patch management, monitoring, asset monitoring, request workflows, automating user account creation and ticket routing, etc. ### 40. SysAid ITIL compliant help desk system is Great!! **Rating:** 5.0/5.0 stars **Reviewed by:** Benjamin S. | Facility Operations, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2019 **What do you like best about SysAid?** SysAid has been awesome for us. Fits audit and compliance needs and the team has always been very responsive to our needs and questions. **What do you dislike about SysAid?** Not much on the list that I do not like. I can think of anything at the moment that is bothering me. **Recommendations to others considering SysAid:** Pricing is great! Support is also included in pricing so no extra maintenance/support fees. Meets ITIL Requirements. **What problems is SysAid solving and how is that benefiting you?** We are solving the problems of customer billing and workforce workload. SysAid allows us to accurately track technician workload as well as bill customers for the work we do on their behalf. ### 41. ok **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Enterprise (> 1000 emp.) **Reviewed Date:** May 28, 2020 **What do you like best about SysAid?** Flexible and easy to use. Gives control of service inquiries **What do you dislike about SysAid?** The agent many times does not work and we have not yet found a solution **Recommendations to others considering SysAid:** Check to see if the agent is good **What problems is SysAid solving and how is that benefiting you?** Service Inquiries ### 42. My experience with SysAid **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2019 **What do you like best about SysAid?** Is a complete tool for administrate: request, incidents and problems, keep update our asset, and help us to create a culture organization about the single point of contact. have the option to conect remote to another machien ad take the control. With the mobile app our team know in real time when a tikcet has been assigned and can begin to process. With the integration with Qlik the dashboards provider most fast the information that we need, and this was a very important improvement. Weekly SysAid Blogs have important information about ITIL or Service desk process, The availability is other caracterist that I like, i don't remember the last time when we don't have access to SysAid. With F11 hotkey to acces directly to sysAid the user can reporte an issue quikly buecause we hace configurate templates for every category and subcategory. The rules of notification keep informed to all my team. **What do you dislike about SysAid?** Is little expensive this is a limiting when we need include more administrators. **Recommendations to others considering SysAid:** begin with a service desk module **What problems is SysAid solving and how is that benefiting you?** SySaid is the on point of contact to request something to TI, in the past existed many ways to do this, and they dont have control and order to attend all. We have two places in distinct cities SysAid help me to take remote control secure and fix problem in shortly time. The assest management module alert me when an user install new unautoriized software or when a machine need resolve a vulnerability. ### 43. Sysaid Rocks **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Business Supplies and Equipment | Mid-Market (51-1000 emp.) **Reviewed Date:** October 07, 2019 **What do you like best about SysAid?** Sysaid not only helps you streamline your day to day helpdesk activity but also a number of other key IT-related tasks. Using the workflows you can automate new starts leaver where you require notification to multiple departments. With Sysaids self-service unlock you don't need another app to allow user unlock their accounts and this saves on the footprint on your device with only one agent. and with escalation rules and routing you can automate communication to users. And lastly its asset management allows me to proactively monotore my servers and devices plus it keeps my asset inventory up to date **What do you dislike about SysAid?** The project module needs some love and attention i don't find it works well for me compared to simple tools like trello. But in saying that it's a minor issue. **Recommendations to others considering SysAid:** I really think you can not go wrong with Sysaid. **What problems is SysAid solving and how is that benefiting you?** SysAid was a leader in introducing self-service unlock this is a massive benefit for our team where IT staff are no longer dealing with Forgotten passwords. ### 44. Sysaid is a great ITSM tool i have ever come across **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** February 21, 2020 **What do you like best about SysAid?** I like the flexibility and easy to use. i mostly like the Change and release component **What do you dislike about SysAid?** The report creation is a bit of a challenge for me **Recommendations to others considering SysAid:** Try sysaid and you will never be disappointed **What problems is SysAid solving and how is that benefiting you?** We are able to track progress on items and know who is working on what. it has reduced the TOT for feedback and the escalation component helps to resolve issues within the agreed SLAs ### 45. Excellent product **Rating:** 5.0/5.0 stars **Reviewed by:** Caroline J. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 05, 2020 **What do you like best about SysAid?** AD integration, IT ticketing, Asset management **What do you dislike about SysAid?** Reporting is okay, but could be more robust. **Recommendations to others considering SysAid:** I can't say enough about the product and support! **What problems is SysAid solving and how is that benefiting you?** Helpdesk ticketing management/response to users. It has been an excellent tool for our organization. ### 46. Sysaid has helped streamline my business **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** June 10, 2020 **What do you like best about SysAid?** Sysaid has assisted with goal setting and streamlined my business processing allowing ease for help desk staff and customer access to ticketing **What do you dislike about SysAid?** Nothing that I dislike about Sysaid very happy with the service **Recommendations to others considering SysAid:** Helpful and time aware staff and feedback was excellent. Feel very supported by the product and highly recommend it **What problems is SysAid solving and how is that benefiting you?** Streamlined processes and help desk staff feel supported. Goals are more focused ### 47. First class support **Rating:** 5.0/5.0 stars **Reviewed by:** David L. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 05, 2020 **What do you like best about SysAid?** The support options are fantastic. Staff can offer users a swift solution to any issue. The help desk allows for efficient project management. **What do you dislike about SysAid?** No major issues. Some more customisation around certain template fields would be great as well as tutorials for admins on the full features available to a help desk administrator. **What problems is SysAid solving and how is that benefiting you?** Project and work management. We are able to appropriately prioritise tickets and show staff a log of what actions have been taken. ### 48. Sysaid - Easy and affordable **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2020 **What do you like best about SysAid?** Some workflows are very easily done and the price in comparison to other systems is just a no brainer **What do you dislike about SysAid?** Some areas to setup are long winded, but the sysaid team assist. **Recommendations to others considering SysAid:** IF you are looking for something that ticks all the boxes and doesn't up the price when it comes to Assets, and is cost effective. Try Sysaid. **What problems is SysAid solving and how is that benefiting you?** Keeping all jobs logged through the end user portal ### 49. Sysaid an Invaluable IT Support Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2020 **What do you like best about SysAid?** The reporting facilities and the ease of use for the end user and the multiple ways that communications can be used between IT Support and the end user. **What do you dislike about SysAid?** Some customising of areas can be complex **Recommendations to others considering SysAid:** Explore its many features, worth the expense **What problems is SysAid solving and how is that benefiting you?** Various problems, remote installation of required software, assisting end users with encountered problems, identifying areas for updates, ### 50. Best IT service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Small-Business (50 or fewer emp.) **Reviewed Date:** June 09, 2020 **What do you like best about SysAid?** Customer success and management Business success Visibility **What do you dislike about SysAid?** The search in SysAid is not fun to operate. We need to use our own search engine on top of SysAid to make it usable. **Recommendations to others considering SysAid:** Make sure you have a good person installing it who knows what he's doing **What problems is SysAid solving and how is that benefiting you?** It's made my business revenue increase and my customers are happier ## 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?page=10§ion=pricing&secure%5Bexpires_at%5D=2026-07-17+02%3A31%3A48+-0500&secure%5Bsession_id%5D=8fcdea48-a848-4bbe-b718-376d38c67f37&secure%5Btoken%5D=65e16f91b1363e39b5caffaa361e73835e3dafdcd3b50bda02e0644def9d94db&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) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Entra ID](https://www.g2.com/products/microsoft-entra-id/reviews) - [Microsoft Intune Suite](https://www.g2.com/products/microsoft-intune-suite/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [New Relic](https://www.g2.com/products/new-relic/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [OneLogin](https://www.g2.com/products/onelogin/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Site24x7](https://www.g2.com/products/site24x7/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [TeamSupport](https://www.g2.com/products/teamsupport/reviews) - [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 **Administration** - Change Management - Asset Management - Reports & Analytics **Functionality** - Artificial Intelligence - Machine Learning - Systems Monitoring **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Issue Resolution** - Root Cause Identification - Proactive Identification - Resolution Guidance **Generative AI** - AI Text Generation - AI Text Summarization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **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 **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **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 **Agentic AI - AIOps Platforms** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top SysAid Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,292 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) - 4.2/5.0 (242 reviews)