The G2 on SysAid

SysAid Pros and Cons: Top Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users find SysAid to have exceptional ease of use, facilitating intuitive navigation and efficient ticket management. (40 mentions)

Users appreciate the responsive customer support of SysAid, enhancing their integration and overall workflow experience. (34 mentions)

Users value the seamless integration and strong asset management features of SysAid, enhancing communication and workflow efficiency. (26 mentions)

Users value the efficient ticket management of SysAid, appreciating its simplicity and robust customizable features. (26 mentions)

Users appreciate the automation features of SysAid, enhancing efficiency in workflows and improving ticket resolution times. (24 mentions)

Users value the customizability of SysAid, enhancing workflows and tailoring the experience to meet organizational needs. (24 mentions)

Users value the seamless integrations of SysAid, enhancing communication and efficiency in workflow management. (24 mentions)

Users value the customizability of SysAid, enhancing their workflow and improving customer service experiences significantly. (23 mentions)

Users find the absence of essential features in SysAid limits its functionality and usability for their needs. (15 mentions)

Users find the steep learning curve of SysAid challenging, although support resources help with adaptation over time. (11 mentions)

Users find limited customization in SysAid's Self-Service Portal, making it complex and challenging to navigate. (10 mentions)

Users face complex ticket flows that hinder efficiency and delay critical issue resolution in SysAid. (10 mentions)

Users find the clunky interface of SysAid time-consuming, especially when managing multiple email communications within tickets. (9 mentions)

Users express dissatisfaction with limited features in SysAid, particularly lacking a well-designed knowledge base and report access. (8 mentions)

Top Pros or Advantages of SysAid

1. Ease of Use

Users find SysAid to have exceptional ease of use, facilitating intuitive navigation and efficient ticket management.

See 40 mentions

See Related User Reviews

Jesse J.

Mid-Market (51-1000 emp.)

5.0/5

"SysAid review dealing with tickets and requests"

What do you like about SysAid?

SysAid has always been simple to implement and easy to use. You can quickly view tickets and requests. Within the last few years, we implemented the

Verified User

Small-Business (50 or fewer emp.)

4.5/5

"AMAZING SUPPORT"

What do you like about SysAid?

Easy navigation on the platform. Also the ability to generate reports. very easy to use! the support also receivbed from the Support staff is good

2. Customer Support

Users appreciate the responsive customer support of SysAid, enhancing their integration and overall workflow experience.

See 34 mentions

See Related User Reviews

Francisco M.

Small-Business (50 or fewer emp.)

5.0/5

"Automated Helpdesk - SysAid"

What do you like about SysAid?

The experience has been rewarding, the way you can parameterize and organize your workflow to create a synergy between your clients and administrators

Akosua K.

Mid-Market (51-1000 emp.)

5.0/5

"Sysaid Usage - A year Later"

What do you like about SysAid?

Nearly a year following my initial review, I've had the opportunity to extensively integrate SysAid into my daily workflow. I've discovered that, whil

3. Features

Users value the seamless integration and strong asset management features of SysAid, enhancing communication and workflow efficiency.

See 26 mentions

See Related User Reviews

Simon M.

Mid-Market (51-1000 emp.)

4.5/5

"Swapping to SysAid was great."

What do you like about SysAid?

We swapped to SysAid because our previous system did not have the features we needed. We found that SysAid had all the features we required and more,

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"SysAid - A life Saver for Handling Tickets"

What do you like about SysAid?

The best thing I like about SysAid is its functionality to integrate with email and trigger workflows based on Status changes and more. It really help

4. Ticket Management

Users value the efficient ticket management of SysAid, appreciating its simplicity and robust customizable features.

See 26 mentions

See Related User Reviews

Jesse J.

Mid-Market (51-1000 emp.)

5.0/5

"SysAid review dealing with tickets and requests"

What do you like about SysAid?

SysAid has always been simple to implement and easy to use. You can quickly view tickets and requests. Within the last few years, we implemented the

Verified User

Small-Business (50 or fewer emp.)

4.0/5

"Powerful ITSM and Asset Management, But Mobile Experience Needs Improvement"

What do you like about SysAid?

SysAid is a vibrant asset management and comprehensive ITSM, which ensures there is solid asset discovery and remarkable automation workflows The so

5. Automation

Users appreciate the automation features of SysAid, enhancing efficiency in workflows and improving ticket resolution times.

See 24 mentions

See Related User Reviews

Verified User

Enterprise (> 1000 emp.)

4.0/5

"Sysaid Functionality and Support"

What do you like about SysAid?

The best features of SysAid are its strong asset management capabilities and the efficiency it brings to workflows, particularly in purchase requisiti

Verified User

Enterprise (> 1000 emp.)

4.5/5

"SysAid Review: A Powerful and Versatile ITSM Solution"

What do you like about SysAid?

SysAid offers a comprehensive suite of features, making it a versatile ITSM tool for managing tickets, assets, and workflows. Its integration capabili

6. Customization

Users value the customizability of SysAid, enhancing workflows and tailoring the experience to meet organizational needs.

See 24 mentions

See Related User Reviews

Jesse J.

Mid-Market (51-1000 emp.)

5.0/5

"SysAid review dealing with tickets and requests"

What do you like about SysAid?

SysAid has always been simple to implement and easy to use. You can quickly view tickets and requests. Within the last few years, we implemented the

Francisco M.

Small-Business (50 or fewer emp.)

5.0/5

"Automated Helpdesk - SysAid"

What do you like about SysAid?

The experience has been rewarding, the way you can parameterize and organize your workflow to create a synergy between your clients and administrators

7. Integrations

Users value the seamless integrations of SysAid, enhancing communication and efficiency in workflow management.

See 24 mentions

See Related User Reviews

Simon M.

Mid-Market (51-1000 emp.)

4.5/5

"Swapping to SysAid was great."

What do you like about SysAid?

We swapped to SysAid because our previous system did not have the features we needed. We found that SysAid had all the features we required and more,

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"SysAid ROCKS!!!"

What do you like about SysAid?

I have used SysAid at multiple companies now. The flow and setup for a helpdesk is amazing. That is why I keep going back to them. I also love the rep

8. Customizability

Users value the customizability of SysAid, enhancing their workflow and improving customer service experiences significantly.

See 23 mentions

See Related User Reviews

Francisco M.

Small-Business (50 or fewer emp.)

5.0/5

"Automated Helpdesk - SysAid"

What do you like about SysAid?

The experience has been rewarding, the way you can parameterize and organize your workflow to create a synergy between your clients and administrators

Steven C.

Mid-Market (51-1000 emp.)

5.0/5

"Out of the box"

What do you like about SysAid?

Out of the box reports Simple setup Professional Services and Support team Easily convert and link tickets to each other Customisable functionalit

Top Cons or Disadvantages of SysAid

1. Missing Features

Users find the absence of essential features in SysAid limits its functionality and usability for their needs.

See 15 mentions

See Related User Reviews

Hugo H.

Enterprise (> 1000 emp.)

4.5/5

"a very complete and easy to use application"

What do you dislike about SysAid?

The appearance could be improved, and reports and dashboard. The build could be improved to align with the new designs, and more functions could be ad

Alec M.

Mid-Market (51-1000 emp.)

3.5/5

"Sysaid is good for keeping track"

What do you dislike about SysAid?

If you don't have premium important features are not incorporated

2. Steep Learning Curve

Users find the steep learning curve of SysAid challenging, although support resources help with adaptation over time.

See 11 mentions

See Related User Reviews

Verified User

Mid-Market (51-1000 emp.)

4.0/5

"Honest opinion"

What do you dislike about SysAid?

Sysaid can become very difficult and complex to use as it has so much customizable settings. The documentation on SysAid is on point but that also mak

Verified User

Enterprise (> 1000 emp.)

4.0/5

"Sysaid Functionality and Support"

What do you dislike about SysAid?

The main issue with SysAid is its interface, which lacks simplicity and could use improvement, especially in the admin portal and GUI. The Self-Servic

3. Limited Customization

Users find limited customization in SysAid's Self-Service Portal, making it complex and challenging to navigate.

See 10 mentions

See Related User Reviews

Verified User

Mid-Market (51-1000 emp.)

4.0/5

"Honest opinion"

What do you dislike about SysAid?

Sysaid can become very difficult and complex to use as it has so much customizable settings. The documentation on SysAid is on point but that also mak

Verified User

Mid-Market (51-1000 emp.)

3.5/5

"Flexible Tool Which Ticks Lots Of Boxes"

What do you dislike about SysAid?

The Api needs to be updated to better use a restful api approach, custom fields are a pain to utilise. Maybe some connectors for logic apps / power au

4. Ticketing Issues

Users face complex ticket flows that hinder efficiency and delay critical issue resolution in SysAid.

See 10 mentions

See Related User Reviews

Verified User

Enterprise (> 1000 emp.)

4.0/5

"Versatile Helpdesk Tool"

What do you dislike about SysAid?

The admin interface when messaging users within the ticket is displayed as a series of emails which you need to click into to read, this is time consu

Steven C.

Mid-Market (51-1000 emp.)

5.0/5

"Out of the box"

What do you dislike about SysAid?

Complex ticket flows Teams bot works well, however does not suggest relevant KB articles to end users.

5. Clunky Interface

Users find the clunky interface of SysAid time-consuming, especially when managing multiple email communications within tickets.

See 9 mentions

See Related User Reviews

Joel Jacob J.

Enterprise (> 1000 emp.)

4.5/5

"SysAid Copilot: Your AI-powered sidekick for smarter, faster IT support"

What do you dislike about SysAid?

SysAid is powerful, but its interface can feel a bit clunky and outdated, especially for first-time users.

Verified User

Enterprise (> 1000 emp.)

4.0/5

"Versatile Helpdesk Tool"

What do you dislike about SysAid?

The admin interface when messaging users within the ticket is displayed as a series of emails which you need to click into to read, this is time consu

6. Limited Features

Users express dissatisfaction with limited features in SysAid, particularly lacking a well-designed knowledge base and report access.

See 8 mentions

See Related User Reviews

Hugo H.

Enterprise (> 1000 emp.)

4.5/5

"a very complete and easy to use application"

What do you dislike about SysAid?

The appearance could be improved, and reports and dashboard. The build could be improved to align with the new designs, and more functions could be ad

Alec M.

Mid-Market (51-1000 emp.)

3.5/5

"Sysaid is good for keeping track"

What do you dislike about SysAid?

If you don't have premium important features are not incorporated

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Brian S.

AV Manager

Mid-Market (51-1000 emp.)

5/16/2024

"Not a Fan"

1/5

What do you like best about SysAid?

It does provide a reliable ticketing system Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Overly complicated, difficult to configure. Review collected by and hosted on G2.com.

Response from Liora Coberman of SysAid

edit

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.

Paul D.

Network Administrator

Mid-Market (51-1000 emp.)

7/3/2023

"SysAid meets you HelpDesk needs"

5/5

What do you like best about SysAid?

SysAid is a very versatile help desk and IT asset-tracking product. It has a lot of customization options, a much fuller ITSM package if needed, and friendly, helpful staff and support. It's helped our IT Dept improve efficiency, issue tracking and prioritization. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Getting people to pronounce SysAid correctly. Limited and not user-friendly ability to customize login/landing page. The situational message sorting bug, tho, to be fair, it's being addressed. A limited amount of email addresses are allowed for basic plan users. Review collected by and hosted on G2.com.

What problems is SysAid solving and how is that benefiting you?

Aside from its IT help desk functions, my organization uses it for HR on/off boarding tasks, Accounts Receivable requests, and building maintenance help desk. Our organization has a small IT staff, SysAid goes a long way as a solution for problem tracking and prioritization, especially taking into account the cost/product value consideration. Review collected by and hosted on G2.com.

Rachel B.

Enterprise (> 1000 emp.)

11/22/2023

"SysAid is a Great Tool for our Helpdesk"

4/5

What do you like best about SysAid?

- Implementation was pretty easy comp[lared to some others I have been involved in.

- MS Teams Chat bot makes it easy for users to quickly create a ticket.

- Ease of being able to create and assign tickets quickly.

- Love how we can customize almost everything to fit our company needs.

- Able to access on any browser and device.

- Importing of assets Review collected by and hosted on G2.com.

What do you dislike about SysAid?

- Remote control is a bit wonky.

- Still a few other bugs to work out. Review collected by and hosted on G2.com.

Garan T.

Desktop Support Engineer

Mid-Market (51-1000 emp.)

7/24/2020

"Affordable ITSM ticketing"

5/5

What do you like best about SysAid?

I love the customizability within SysAid that allows you to set up your own custom workflows, ticket templates, categories and a modern looking self service portal. You are able to generate your own fields and lists so that you can capture exactly what you want from any user. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

I dislike that sometimes the UI can be buggy or look dated. The updates for SysAid are few and far between and the UI is continuously looking outdates, it's missing some core basic features like a working knowledgebase that looks good for the end-user, if this then that SSP feature Review collected by and hosted on G2.com.

Recommendations to others considering SysAid:

Definitely ask in depth questions about your exact use cases to ensure SysAid has the functionality required Review collected by and hosted on G2.com.

What problems is SysAid solving and how is that benefiting you?

Daily issues reported by end users, on boarding and offboarding employees, hardware and software issues. Review collected by and hosted on G2.com.

Mark Angelo C.

Team Lead - Systems Engineer

Mid-Market (51-1000 emp.)

11/22/2023

"A solution worth trying"

5/5

What do you like best about SysAid?

It is easy to use and provides the tools to implement and integrate with email. Makes reaching out to the customer support simple especially with how frequent this is used. Lots of features too. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

NO downsides I can see. Easy to use and doesn't cause problems. Review collected by and hosted on G2.com.

Verified User in Government Administration

Enterprise (> 1000 emp.)

8/11/2023

"Great Service and Ease of Use"

4.5/5

What do you like best about SysAid?

I love the customer service. SysAid walks you throughout the setup process before going live. The FAQs option allows end users to find information they need to troubleshoot common issues. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The workflows can be confusing; especially if you have a lot of variables that may change the routing of a request. The customization needs a little work. Review collected by and hosted on G2.com.

Martin R.

Mid-Market (51-1000 emp.)

11/22/2023

"Good Help Desk platform"

4.5/5

What do you like best about SysAid?

When we went to SysAid they were very helpful in helping us set it up and with training after the go live. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Nothing I can see. It all seams to work well. Review collected by and hosted on G2.com.

Devin M.

IT Manager - Infrastructure & Security

Mid-Market (51-1000 emp.)

6/27/2023

"One of the worst ticketing systems I have ever used"

0/5

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. Review collected by and hosted on G2.com.

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? Review collected by and hosted on G2.com.

Response from Lindsay Bullock of SysAid

edit

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.

Tri D N.

Director of IT

Enterprise (> 1000 emp.)

11/22/2023

"Functional and ease of use"

4/5

What do you like best about SysAid?

Flexible and eas of use. Screen capture capabilities. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

I would like to see better and tighter integration with MS Teams when communicating and tickets creation. Better support Sysaid support when we experience outages. Review collected by and hosted on G2.com.