# 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:** 747 ## 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 commend the **responsive customer support** of SysAid, enhancing overall efficiency and user satisfaction. (33 reviews) - Users value the **ease of use** of SysAid, which streamlines IT service management and enhances efficiency. (33 reviews) - Users value the **automated features** of SysAid, significantly improving response times and overall service efficiency. (27 reviews) - Users appreciate the **versatile features** of SysAid, enhancing IT service management and empowering end-users effectively. (26 reviews) - Users value the **efficient ticket management** and automated workflows of SysAid, enhancing their support experience greatly. (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**What users dislike:** - Users note **missing features** like difficult navigation, limited mobile support, and outdated API functionality detracting from productivity. (12 reviews) - Users find the **steep learning curve** for SysAid challenging, making initial setup and customization a complex process. (11 reviews) - Users find SysAid's **clunky interface** frustrating, complicating navigation and slowing down their workflow significantly. (9 reviews) - Users experience **limited customization** options in SysAid, affecting their ability to tailor the system effectively. (9 reviews) - Users find the **poor customer support** frustrating, as response and resolution times can be excessively long. (9 reviews) - Users face **complex setup** issues with SysAid, struggling with configurations and elusive options in the interface. (8 reviews) - Integration Issues (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. SysAid Review: A Powerful and Versatile ITSM Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** December 18, 2024 **What do you like best about SysAid?** SysAid offers a comprehensive suite of features, making it a versatile ITSM tool for managing tickets, assets, and workflows. Its integration capabilities and automation features simplify processes and enhance productivity. The user-friendly self-service portal is a standout, empowering end-users and reducing the workload on IT teams. Customer support is just amazing and super responsive. **What do you dislike about SysAid?** The initial setup and customization process can be complex and time-intensive, especially for new users. Performance can occasionally lag when dealing with large data sets or during peak usage. While functional, the user interface could benefit from modernization to improve overall usability. **What problems is SysAid solving and how is that benefiting you?** Ticketing, Change Management, IT Analytics, CMDB ### 2. SysAid review **Rating:** 4.5/5.0 stars **Reviewed by:** Michal N. | Information Technology Technical Support, Enterprise (> 1000 emp.) **Reviewed Date:** July 12, 2024 **What do you like best about SysAid?** We are using SysAid on daily basis as its our main ticketing system. Its also our main asset manager as we are using Asset list as our storage manager in our organization. Recently we started using SysAid chatbot. At most times SysAid is working fine. I really appreciate notification tab as it can be very useful in case of any big implementation or outages. From time to time it can for example reset your ticket but at most times its good. End users are using Self service portal as both communication tool and also self support tool. Users are also using options as knowledge base/ support chatbot. Overall it reduced many simpler problems which users experienced. Simple things can be resolved by end users so IT can focus more on other tickets. **What do you dislike about SysAid?** SysAid have small bugs like login page error or scenario when you are creating ticket and you click on other tab it can freeze and you wont be able to pick category as it will go blank. Or in some scenarios the SysAid page randomly refresh and your ticket is gone. **What problems is SysAid solving and how is that benefiting you?** Sysaid comes with a lot of useful features so no other external software is needed for ticketing and asset managment. ### 3. SysAid review dealing with tickets and requests **Rating:** 5.0/5.0 stars **Reviewed by:** Jesse J. | Systems Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2024 **What do you like best 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 Self-Service Portal. The SSP is flexible and customizable and has given us the ability for end users to create their own tickets and requests. **What do you dislike about SysAid?** At times there can be performance issues. We have had users experience performance slowdowns when dealing with requests and trying to process workflows. **What problems is SysAid solving and how is that benefiting you?** We use SysAid for our helpdesk ITSM tool. We also use the asset tracking feature and the Self-Service Portal for requests such as new hires and terminations. Our level-one support is offsite and it's great that they can log in through the web to access SysAid without having to access the internal network. Our SSP was rolled out to assist our HR department with requests and it has been developed into a multifunctional tool for multiple departments. We've created request forms that are personalized for each department. End users can submit a form and it will route to HR, Finance, Facitlities, and so on. ### 4. SysAid **Rating:** 5.0/5.0 stars **Reviewed by:** Wendell B. | Database Analysts, Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2025 **What do you like best about SysAid?** Simple easy to use interface, excellent customer support and easy and detailed integration with existing infrastructure. Installation was very simple and the product offers a rich feature set including asset management and remote support to name a few **What do you dislike about SysAid?** So far using the product I have nothing to disklike. **What problems is SysAid solving and how is that benefiting you?** Helpdesk was using a single email and assets were being managed by a spreadsheet ### 5. SysAid a hidden gem of quite brilliant software **Rating:** 4.5/5.0 stars **Reviewed by:** alexis b. | EUC Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2024 **What do you like best about SysAid?** We currently use their Ticketing system which I find extremely easy to use and I love the fact they also have additional add-ons you can use from within this software such as Automate Joe, something we are looking to implement as part of our leavers process. The company itself are very professional and knowledgeable and we have built up a good relationship with certain individuals and the business itself. I would definitely recommend SysAid. **What do you dislike about SysAid?** This isnt really a dislike but I would not of known about Automate Joe if I hadn't of been snooping around within the Ticketing system, wondering what it was. **What problems is SysAid solving and how is that benefiting you?** Ticketing and hardware inventory ### 6. Sysaid Functionality and Support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2024 **What do you like best about SysAid?** The best features of SysAid are its strong asset management capabilities and the efficiency it brings to workflows, particularly in purchase requisitions and work order systems. It excels in linking configuration items (CIs) and automating the flow of work from one person to the next, which significantly improves resolution times and communication efficiency. Additionally, the move to a fully virtual asset system has been highly beneficial. **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-Service Portal has also posed problems, with features like password reset not working as expected. The overall out-of-the-box experience was decent but still requires enhancements to unlock its full potential. **What problems is SysAid solving and how is that benefiting you?** SysAid is solving problems related to IT asset tracking and management, work order tracking, and purchase requisitions. By automating workflows and linking configuration items (CIs), it has improved communication efficiency and reduced resolution times. This is especially beneficial for a small IT department that depends heavily on streamlined processes. Additionally, the move to a virtual asset system has made asset management much cleaner and more organized, contributing to better operational efficiency. ### 7. Sysaid is easy to use and convenient **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** December 12, 2022 **What do you like best about SysAid?** The knowledge base and easy assignment of tickets **What do you dislike about SysAid?** sometimes i receive error 504 when spooling reports **What problems is SysAid solving and how is that benefiting you?** Sysaid is helping in easy and quick reporting of challenges and requests ### 8. Sysaid, still the best in the Business **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2024 **What do you like best about SysAid?** The support once issue is received with clear details, the team go above and beyond to help in providing a lasting solution. Years of usage and still kicking, the team are working hard to meet market trends by implementing AI, this is good for business continuity. **What do you dislike about SysAid?** Some Issues when raised, require immediate developer attention, however, one must go through level one support and after countless back and forth, issue is eventually not resolved, and we have to live with the consequenses till suddenly a developer picks it up and resolves or its resolved in updates. **What problems is SysAid solving and how is that benefiting you?** Sysaid is currently investing greatly in AI. this is currently beneficial to our organization as we can (and have) leveraged on this to implement chatbots to assist provide resolutions and first level support to end users, thereby cutting the wait time for a resolver to assist. ### 9. Saving our business' inorganisation **Rating:** 5.0/5.0 stars **Reviewed by:** Luke S. | IT Support Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2024 **What do you like best about SysAid?** SysAid has allowed us to get a grip on our scattered tickets, asset management and how we communicate with our customers. Having access to all this in one portal - not even mentioning the BI analytics that are also included **What do you dislike about SysAid?** Only downside I've come across is on occasion it can be a little slow but nothing major **What problems is SysAid solving and how is that benefiting you?** Sysaid has allowed us begin tracking our customer issues, identify pain points in the business and get ahead of them as well as giving us a clean UI where we can track the ticket journey over multiple administrators if needed. ### 10. An easy setup for categories and quite intuitive for everything else **Rating:** 4.0/5.0 stars **Reviewed by:** Elizabeth G. | Chocolatier, Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2024 **What do you like best about SysAid?** SysAid is quite intuitive. We have the request and issue tracking cloud version of SysAid and when I, as a Business Analyst, need to jump in and make changes, it's fairly easy to do. We also use SysAid in both French and English. Translation is very easy to do. **What do you dislike about SysAid?** I would really like the ability to modify the format of the request (i.e. using columns, tables, etc) without having to have it done by professional services. **What problems is SysAid solving and how is that benefiting you?** We have a variety of uses for SysAid. We use it for our IT Support desk, Customer Service desk for one of our business units, and HR. ### 11. Reliable ITSM Tool with Customization **Rating:** 5.0/5.0 stars **Reviewed by:** Neetish N. | Application Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 15, 2025 **What do you like best about SysAid?** Customization options, workflows automation rules and the reporting, **What do you dislike about SysAid?** The interface can feel a bit dated in some areas, but it's being improved with newer updates. **What problems is SysAid solving and how is that benefiting you?** Managing incoming IT support requests. ### 12. The Best platform for IT service management **Rating:** 5.0/5.0 stars **Reviewed by:** Shankar S. | Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 03, 2024 **What do you like best about SysAid?** Workflow automation: Streamlines processes Asset management: View, secure, and manage assets Case summary: Provides a full case summary, including sentiment analysis Remote control: Allows service desk agents to resolve issues from anywhere **What do you dislike about SysAid?** End user interface and few enhancements that takes lot of time . **What problems is SysAid solving and how is that benefiting you?** We moved managing from emails to proper ITSM process via incident and request. ### 13. Sysaid review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** March 04, 2022 **What do you like best about SysAid?** Customer support, development and account management **What do you dislike about SysAid?** I would like to see the tab in 1 screen, not multiple **What problems is SysAid solving and how is that benefiting you?** service management and SLA reporting and workflow ### 14. Efficient IT Management with SysAid **Rating:** 5.0/5.0 stars **Reviewed by:** Alfredo C. | Help Desk Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2024 **What do you like best about SysAid?** SysAid simplifies IT service management with its intuitive interface and robust features, making it easy to track, manage, and resolve issues efficiently. **What do you dislike about SysAid?** The interface is so detailed that it makes me want to tweak things constantly. **What problems is SysAid solving and how is that benefiting you?** SysAid is solving issues related to IT service management, such as tracking support tickets, automating workflows, and ensuring timely resolution of issues. This benefits me by streamlining processes, improving efficiency, and allowing my team to resolve IT issues faster, all while maintaining clear visibility on performance metrics like ticket volume and resolution times. It saves time and reduces manual efforts, which boosts overall productivity. ### 15. Efficient and Comprehensive IT Management Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Solomon K. | Senior Infrastructure Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 04, 2024 **What do you like best about SysAid?** SysAid's comprehensive IT management capabilities, including incident and problem management, asset tracking, and remote control, are highly effective. The platform is intuitive, customizable, and integrates seamlessly with other tools, enhancing our overall efficiency at Republic Bank Ghana (PLC). **What do you dislike about SysAid?** SysAid's centralized dashboard offers a clear overview of all IT activities, making it easy to manage and track incidents and service requests. The Integraition into MS Team makes it more easy for end users **What problems is SysAid solving and how is that benefiting you?** SysAid addresses several critical IT challenges, such as incident and problem management, asset tracking, and service request handling. By centralizing these functions into a single platform, SysAid improves efficiency and reduces response times. The automation of routine tasks, such as ticket assignment and escalation, minimizes manual effort, allowing our IT team to focus on more strategic initiatives. ### 16. Sysaid: My personal Take **Rating:** 5.0/5.0 stars **Reviewed by:** Stephanie A. | Service Desk Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2024 **What do you like best about SysAid?** This is cloud based, hence its easily accessble anywhere and anytime. It also has a user friendly platform, easy to navigate for end users. Due to its ease of implementation, this can be easily deployed to all users. It can be integrated with outlook, facilitating ease of cummunication **What do you dislike about SysAid?** Customer support tends to delay with their constant back and forth in the intent of trying to understand an escalated issue, eventually prolonging the support process **What problems is SysAid solving and how is that benefiting you?** sysaid is bridging the gap between resolvers and requesters alike in the banking and technology industry ### 17. Swapping to SysAid was great. **Rating:** 4.5/5.0 stars **Reviewed by:** Simon M. | Digital Services Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2023 **What do you like best 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, and the price of the solution was very competitive. The tech enablement sessions offered by SysAid made the implementation and integration go without a hitch, and the customer support staff were friendly and helpful. SysAid is intuitive and easy to use. **What do you dislike about SysAid?** So far, we have no complaints about SysAid, and have found everything to our satisfaction. We use the helpdesk evey day and have come across no issues. **What problems is SysAid solving and how is that benefiting you?** SysAid helps us to maintain an ecellent internal service offering, and boosts our reputation within the organisation. ### 18. Full of Features but comes at a cost **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2024 **What do you like best about SysAid?** ITSM system has alot to offer although it might have small short comings in terms of managing softwares on certain assets, however it is capablity in managing devices is surprisingly good. **What do you dislike about SysAid?** the implementation is a very hard path to go through, and documents do not reflect their new GUI, and it can be cumbersome to find the options hidden in different places. **What problems is SysAid solving and how is that benefiting you?** Asset Management and Ticketing ### 19. Very good ITSM tool and CMDB **Rating:** 4.0/5.0 stars **Reviewed by:** Fréderic B. | Founder - Managing Director, Enterprise (> 1000 emp.) **Reviewed Date:** April 23, 2020 **What do you like best about SysAid?** The functionalities provided by design are quite complete a lot of possible parameters to align it to our process a very good Asset and configuration Management tool with automatic update of Asset **What do you dislike about SysAid?** Lack of flexibility for the design of the Self-Service Portal and maybe the fact that the implementation process is fully remote **Recommendations to others considering SysAid:** very good tool and very intuitive cmdb capabilities are very good automatic asset update is important **What problems is SysAid solving and how is that benefiting you?** increase our customer satisfaction increase accuracy of our Asset and CI enabling to take decision based on good statistic providing us a good dashboard about support operation ### 20. Exceptional ITSM tool **Rating:** 5.0/5.0 stars **Reviewed by:** Tshepo M. | Third Party Application Support Specialist (Infrastructure Support), Enterprise (> 1000 emp.) **Reviewed Date:** September 10, 2024 **What do you like best about SysAid?** It assist with the managing of our support tickets with so many features like catalog management, routing and custom notifications. It also has a CMDB functionality which is very beneficial for asset management as we are a very large organisation. **What do you dislike about SysAid?** Honestly at the moment there are no complains **What problems is SysAid solving and how is that benefiting you?** Sevice record management requests, Incidents, Problems and Change Control, SLA management and also routing for the different departments. ### 21. Enhancing IT Service Management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Civil Engineering | Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2024 **What do you like best about SysAid?** SysAid integrates smoothly with Microsoft Teams which helps our end-users to ask and answer questions without needing to create a ticket. This is one of our favorite features. **What do you dislike about SysAid?** The older style interface is clunky, looking forward to Spaces. **What problems is SysAid solving and how is that benefiting you?** SysAid helps us organize tickets that come in, so we can better stay on top of them. ### 22. Good program **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Dairy | Enterprise (> 1000 emp.) **Reviewed Date:** May 29, 2024 **What do you like best about SysAid?** Sysaid is good to help track tickets not any help desk ticket tracking system. **What do you dislike about SysAid?** The cons to this software is the following. Bad at sending proper formated email. It is hard to find any update about the ticket within the email sent to the user. System doesn't have a way to add additional users and or watch list people. When I need to include additional IT support people there is no way to add them to the ticket. Choosing a user for the ticket is gluggy at best. Instead of being one of the first fields to fill in it is buried in the middle. When choosing catagories - I should be able to go to the third category to choose my issue. The first and second category should automaticaly fill in for me. Instead it doesn't give any options. Makes it very difficult for a user to find the issue they are having. **What problems is SysAid solving and how is that benefiting you?** n/a ### 23. Sysaid, aid for when you need to settle **Rating:** 1.5/5.0 stars **Reviewed by:** Vic B. | IT Administrator II, Medical Devices, Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2023 **What do you like best about SysAid?** Sysaid is almost a fully customizable system that could be made into something fun and intuitive. I enjoy the ability to change the look and the text on the main page. The color can reflect our company colors and made into something that is ours. I also enjoy the ability to create ticket templates and have them preset with certain items. **What do you dislike about SysAid?** Even though the system is about fully customizable, it does not work as fluidly as they seem to have liked. We can customize the system, but what good is it if it breaks the page flow and we have to review the changes made repeatedly? If we could view or preview the changes, the page would have been more than enough. **What problems is SysAid solving and how is that benefiting you?** We needed a ticketing service, which we ended up settling for. We looked at all the other available, and it sounded beautiful. But now, after using most of the system, half of these add-ons do not even work correctly! It serves the purpose we initially needed, but that is as far as it goes for us. **Official Response from Liora Coberman:** > Hi Vic, Thanks for leaving us a review. Your feedback is super important to us. We hear your frustration and we're always working hard to make sure you have a smoother experience. Our team will be in touch to see if there's anything else they can do to improve your experience with SysAid. more_vert ### 24. Sysaid Usability and Friendliness **Rating:** 5.0/5.0 stars **Reviewed by:** Gracia T. | Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2022 **What do you like best about SysAid?** Sysaid is ease to use and the interface is easily navigatable **What do you dislike about SysAid?** on some days, the platform goes off displaying error 504, this dramatically affects ticket resolution and customer-initiated requests, hence delaying turnaround times **What problems is SysAid solving and how is that benefiting you?** Sysaid is making accessibility to customers more convenient by integrating itself with frequently used apps like teams, this will limit customer reluctance to navigate to sysaid but rather chat the bot. ### 25. SysAid Review **Rating:** 5.0/5.0 stars **Reviewed by:** Andy W. | IT Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2024 **What do you like best about SysAid?** Ease of use for admin and end users. The ability to customise both the asset and helpdesk side of the solution to cator for our own internal usage. **What do you dislike about SysAid?** On premise verision - When creating an activity within an a new ticket. If the end of activity time is added incorrectly and is set to before the activity start time the ticket cant be saved and you have to start again. **What problems is SysAid solving and how is that benefiting you?** Reducing user wait times with the use of the knowledge base and routing rules ensuring the correct administrator is assigned the job ### 26. SysAID an Excellen tool to improve IT productivity **Rating:** 4.5/5.0 stars **Reviewed by:** Oscar Raul A. | Business development, Enterprise (> 1000 emp.) **Reviewed Date:** September 04, 2024 **What do you like best about SysAid?** Sysaid is an integral solution aligned with ITIL. I love BI Analytics dashboards this is a great tools to get insight to take better decisions **What do you dislike about SysAid?** Nothing to comment in this part, no major issues using this solution **What problems is SysAid solving and how is that benefiting you?** Reduce MTTR Identified most frequent IT Issues Implement and take visibility of ### 27. Excellent Help desk software and more **Rating:** 5.0/5.0 stars **Reviewed by:** charles s. | VP of IT, Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2019 **What do you like best about SysAid?** I have been a Sysaid User for many years now. the software it fantastic. easy to use and the support is outstanding....highly reccomend **What do you dislike about SysAid?** I actually have no dislikes. the software does everything that I need and more **Recommendations to others considering SysAid:** learn as much as you can about the product and how to use it....there is so much it can do for you **What problems is SysAid solving and how is that benefiting you?** takes care of all my helpdesk ticketing, asset tracking and providing remote support ### 28. G2 Sysaid Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** December 03, 2024 **What do you like best about SysAid?** The ROI. It does what it advertises for a reasonable price. **What do you dislike about SysAid?** Customization professional human support is difficult to get even if you want to pay for it. **What problems is SysAid solving and how is that benefiting you?** Organization of requests for support, asset management, change management. ### 29. ITSM Software **Rating:** 4.5/5.0 stars **Reviewed by:** Sergio S. | Head of Managed Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 26, 2021 **What do you like best about SysAid?** The best of this tool is the easiest way how we can deploy it. **What do you dislike about SysAid?** SLA Reporting could have a better development **What problems is SysAid solving and how is that benefiting you?** Incidente and Change management in IT daily tasks ### 30. Wonderful Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Vijayakumar M. | Servicedesk Lead, Enterprise (> 1000 emp.) **Reviewed Date:** September 05, 2024 **What do you like best about SysAid?** SysAid's ticketing system is highly flexible and easy to configure and customize **What do you dislike about SysAid?** Sysaid is highly helpful and we love it. **What problems is SysAid solving and how is that benefiting you?** highly flexible and easy to configure and customize ### 31. Best Account Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Vicki A. | ITS Operation Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** September 10, 2024 **What do you like best about SysAid?** Ease of Use of the Self-Service Portal for our customers, our new Account Manager Naina Agarwal is great. **What do you dislike about SysAid?** Event Log needs to be more descriptive, we need the ability to select all when reviewing the information in the Event Log. **What problems is SysAid solving and how is that benefiting you?** We prefer having a single point of contact for all requests and incidents. This allows us to generate reports and monitor usage effectively. ### 32. A goto tool for Helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Dhayananth S. | Lead Operation, Mid-Market (51-1000 emp.) **Reviewed Date:** September 11, 2024 **What do you like best about SysAid?** The reporting, Dashboard and the customisation **What do you dislike about SysAid?** The way we responded to tickets via message can be more simpler because each time we need to search for the contact and select and paste as it eats up some time **What problems is SysAid solving and how is that benefiting you?** The SLA set up and notify about the status of the tickets at each stage to the end user ### 33. Great ITSM System **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about SysAid?** Having the combination of ticketing and asset management in one solution. AI Copilot is working amazing. Our IT admins and end users love using it and it has increased the success of self-service. **What do you dislike about SysAid?** Some of the canned reporting could use a makeover. **What problems is SysAid solving and how is that benefiting you?** Asset management is all in one place and we can link assets to incidents. ### 34. Sysaid is good for keeping track **Rating:** 3.5/5.0 stars **Reviewed by:** Alec M. | Information Technology Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2024 **What do you like best about SysAid?** The fact that running a help desk can get overwhelming with calls and emails sysaid allows the team a bit of structure to keep track of all issues **What do you dislike about SysAid?** If you don't have premium important features are not incorporated **What problems is SysAid solving and how is that benefiting you?** Keep track of all issues and allow customers to log non urgent jobs ### 35. SysAid has streamlined our IT processes, enhancing efficiency and simplifying management tasks. **Rating:** 4.0/5.0 stars **Reviewed by:** S C. | IT Anlayst, Computer & Network Security, Enterprise (> 1000 emp.) **Reviewed Date:** November 30, 2023 **What do you like best about SysAid?** SysAid's user-friendly interface and powerful remote access capabilities have significantly improved our IT support workflow. The comprehensive ticketing system and customizable dashboards provide a centralized and organized approach to issue tracking, contributing to a positive overall experience. Also, The implementation process was smooth, ensuring a hassle-free onboarding experience. We use SysAid regularly, and its efficiency has made it an integral part of our daily IT operations. SysAid offers a rich set of features, particularly in remote access and Integration with other tools and systems has been straightforward, enhancing overall IT management. **What do you dislike about SysAid?** The learning curve for some advanced features was a bit steep initially, with training and support resources, our team adapted quickly. The limitations in highly customized reporting are a minor drawback; however, the overall reporting functionality is robust. SysAid's customer support has been responsive and helpful bbut slow. Their technical terms can be confusing sometimes. **What problems is SysAid solving and how is that benefiting you?** SysAid's centralized ticketing system and powerful remote access capabilities enable our IT team to troubleshoot and resolve issues swiftly. TWhile minimizing downtime for end-users and contributing to increased productivity. SysAid's knowledge base and self-service portal empowers end-users to find solutions independently which also reduced the volume of support requests and fostered more self-sufficient user community. ### 36. Sysaid Usage - A year Later **Rating:** 5.0/5.0 stars **Reviewed by:** Akosua K. | Service Desk Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2022 **What do you like best 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, while it continues to provide the same robust features, the SysAid team is commendably receptive to incorporating valuable new functionalities. The introduction of a query-answering bot and automated ticket logging is particularly noteworthy. I am hopeful that SysAid will consider granting users the ability to customize this bot to better align with the specific needs of our organization. **What do you dislike about SysAid?** While SysAid Helpdesk proves beneficial, the prolonged duration taken to deliver lasting solutions for significant issues becomes a notable concern. While I value their commitment to understanding raised issues thoroughly, the extended timeline often results in work accumulating and impacting productivity due to unresolved issues within the specified time frame. **What problems is SysAid solving and how is that benefiting you?** Consistently, SysAid has demonstrated its versatility by seamlessly integrating with various software solutions, facilitating ease of work across a diverse range of useful applications in the software landscape. ### 37. SysAid Helpdesk **Rating:** 4.5/5.0 stars **Reviewed by:** Masmi M. | Senior IT Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2021 **What do you like best about SysAid?** We have used SysAid since 2008 to help us with Asset Management. Moving forward, SysAid has been the key element in our company to help us in our day-to-day job, and IT as a whole **What do you dislike about SysAid?** Sometimes SysAid does not work perfectly with Google Chrome especially when using My Desktop function. It works better in Firefox and I can't figure out what happened. **Recommendations to others considering SysAid:** SysAid is one of the best Asset Management software in the market. You can also use SysAid to help your users remotely and with SysAid self-service portal, users can find what they need in no time. With SysAid you can have an overview of your company asset and managed them without any hassle. **What problems is SysAid solving and how is that benefiting you?** Asset Management has been much easier since we use SysAid. During the days that we use Excel to keep track our assets and then to go to each asset to collect data that was such a long and tedious process. ### 38. My experience with SysAid **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 23, 2024 **What do you like best about SysAid?** the practicality of handling tickets where analysts have several tools available in the form to use, in conversation with the user they can send notes on the ticket or send an email to the user, messages that reach the user instantly , and in the analyst's activities part he can detail the steps he took on that ticket, everything is very detailed and the history is saved. **What do you dislike about SysAid?** We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc... **What problems is SysAid solving and how is that benefiting you?** Normal problems for a company related to IT, such as computers, peripherals and meeting equipment, all of which can be resolved via ticket and with an SLA deadline for completing the service, minimizing complaints regarding requests made verbally. ### 39. Great Product & Excellent Service **Rating:** 5.0/5.0 stars **Reviewed by:** Lauren R. | Knowledge Base Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2021 **What do you like best about SysAid?** SysAid has been instrumental in helping our company create a self-service portal for our clients and employees to learn about our product. Working closely with our Customer Success Manager, they are quick to answer unique ticketing and knowledge base requests and always thinks out-of-the box for workaround solutions. **What do you dislike about SysAid?** While some of our requests are not currently in production, SysAid prioritizes and understands the business value, and in doing so, adds these to their feature request backlog. **Recommendations to others considering SysAid:** SysAid offers many new and exciting features! Review their Self-Service Portal to learn and ask questions! **What problems is SysAid solving and how is that benefiting you?** By using SysAid’s Self-Service Portal, we are directing clients to learn various areas of our product at their own pace and to submit tickets when extra help is needed. The SSP has helped us reduce our tickets per user in half, quadrupled KB articles views, and improved our overall CSAT Satisfaction. ### 40. The Tracking Machine **Rating:** 4.0/5.0 stars **Reviewed by:** Hiten P. | Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2023 **What do you like best about SysAid?** Organize high volumes of requests in a centralized system. Consolidate interactions into one thread. Maintain customer service standards. Context of previous customer communications. Improved communication with customers. Easy and efficient team collaboration. Customer support The best thing is you can access sysaid anytime, anywhere. **What do you dislike about SysAid?** Cost Difficult To Use sometimes if the user is not computer geeky. **What problems is SysAid solving and how is that benefiting you?** The main problem that SysAid is solving for us is it tracks everything from the starting point where we can go back and look at the tickets if need to be opened. It has improved the quality of our service delivery and IT support. It increases the efficiency of the ticketing system, help desk, and IT operations and also saves money in terms of ticketing system software costs from other competitors, and improves the end-user experience. ### 41. AMAZING SUPPORT **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** January 18, 2023 **What do you like best 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 **What do you dislike about SysAid?** the occasional unavailability of the platform **What problems is SysAid solving and how is that benefiting you?** the Option of integrating SysAid With Teams , to enable faster support to our affiliates ### 42. ITSM Platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** September 05, 2024 **What do you like best about SysAid?** User interface, Self service portal, work-flows **What do you dislike about SysAid?** integration with Identity provider could be better, Knowledge base lacks features **What problems is SysAid solving and how is that benefiting you?** platform is more user friendly than previous solution and provides a better experience for end users. ### 43. SysAid **Rating:** 4.5/5.0 stars **Reviewed by:** Matej M. | IT GIS DSS Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 12, 2024 **What do you like best about SysAid?** Easy access to review tickets from administrative perspective easy to implement new functions. I use SysAid on daily basis, helping me to complete varius tasks. Customer support -end user friendly envinroment. Ease of Integration. **What do you dislike about SysAid?** slightly longer response time when refreshing website. I would be glad if SysAid came up with new features. **What problems is SysAid solving and how is that benefiting you?** official communication with end users and their problems/requests ### 44. Efficient and customisable **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** May 13, 2024 **What do you like best about SysAid?** Very efficient and customisable, easy to implement, fast response from customer support, love the chat AI bot. Integrates perfectly with Azure AD and MS Office single sign-on. Reporting is very easy to create and find the information you need. **What do you dislike about SysAid?** There is so much to learn and the system does so much. **What problems is SysAid solving and how is that benefiting you?** We needed one unified platform to contain all the information and communication in one place. SysAid has pretty much everything we need without needing to go to several different places. ### 45. SysAid has been a great step in the right direction. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food Production | Enterprise (> 1000 emp.) **Reviewed Date:** December 21, 2023 **What do you like best about SysAid?** SysAid has helped us to provide a better end user interaction with their Self-Service Portal along with better auto categorization and work flow features for Admin use. SysAid also has a lot of potential and features for us to tap into. We switched to SysAid early 2023 and so far has a been the step in the right direction in meeting our needs. **What do you dislike about SysAid?** SysAid doesn't offer the remote capabilitiy among a few other features where we have had to keep Conenctwise Automate. Implementation when we switched to SysAid was a little rushed, but was pushed to higher frequency due to our admin. We have been lacking the time to fully implement a lot of other features that SysAid has to offer. Reporting could be better but i know there are improvements coming next year. **What problems is SysAid solving and how is that benefiting you?** SysAid end user portal and management of tickets and categorization is a huge improvement compared to our previous ticketing system. It is providing a more friendly interface for our end users and it saving us time with auto categorization and tracking. ### 46. my experience with sysaid **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Hardware | Small-Business (50 or fewer emp.) **Reviewed Date:** February 26, 2024 **What do you like best about SysAid?** One of the main strengths of SysAid is its ease of use. The intuitive interface facilitates navigation and access to key functions, allowing technicians to solve problems quickly and efficiently. Additionally, the ability to customize the dashboard according to individual preferences further enhances the user experience and increases productivity. **What do you dislike about SysAid?** The main drawback is the excessive price, which makes the product inaccessible for small teams or those with limited budgets. This limits its adoption and excludes an important part of the market that could benefit from its capabilities. **What problems is SysAid solving and how is that benefiting you?** lack of visibility of my assets, communication between IT and end user ### 47. Easiest App to implement Great SLM **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2024 **What do you like best about SysAid?** It is user friendly. Easy to learn for anyone eventhough they know nothing about it initially. **What do you dislike about SysAid?** Not all design features are available. Some require professional service to do. **What problems is SysAid solving and how is that benefiting you?** Resolving IT related concerns. ### 48. Overall Solid Product **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2024 **What do you like best about SysAid?** The software is simple and will cover all of your basic needs. **What do you dislike about SysAid?** It is missing one major thing for me. The installer cannot be customized to automatically assign groups to assets which is annoying when you have lots of devices. **What problems is SysAid solving and how is that benefiting you?** Sysaid provides us with a solid platform with ticketing, and also with other features that support our adaptation of ITIL. This allows us to provide better service. ### 49. Great Tool for Customer Management and Easy Ticket System **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 28, 2023 **What do you like best about SysAid?** The ease of creating tickets for the support team. The ability to review and monitor all activity for a customer and the ability to email through the system without providing a personal email address. The ability to have customizations (like we do) to monitor our hosting accounts with all hosting details. It's easy to update information for the support team by adding an activity to a ticket. There are many more features of the program that our support team use to monitor work done and the ability to track what each support tech has handled for the day. Great reporting with this software. **What do you dislike about SysAid?** I don't like that you cannot forward emails from customers. Once it's a ticket, you only get details. **What problems is SysAid solving and how is that benefiting you?** I don't believe we have any problems at the moment. The support team is very happy with this software. ### 50. Great tool with outstanding support and service **Rating:** 5.0/5.0 stars **Reviewed by:** Johannes S. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 20, 2023 **What do you like best about SysAid?** We have been SysAid clients for many years and still believe that the value for money, support level and service we receive from SysAid there is no better option currently in the market. The teams integation is a game changer for us. Workflow and Automantion of business processes have been a great **What do you dislike about SysAid?** No native integration with WhatsApp for business. **What problems is SysAid solving and how is that benefiting you?** We have a large support team supporting our software and an IT services department that uses the whole tool set. Workflows of busisness processes have really help our business to be more efficient and productive ## 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=2§ion=pricing&secure%5Bexpires_at%5D=2026-05-31+05%3A52%3A44+-0500&secure%5Bsession_id%5D=e6f9a615-7ce9-4fbc-ab7b-1237ceff6e24&secure%5Btoken%5D=3456bd12c6e3814844a9407908f85cae74902581139821af99cbe36ec025940a&format=llm_user) ## SysAid Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Asana](https://www.g2.com/products/asana/reviews) - [Azure](https://www.g2.com/products/hopem-azure/reviews) - [Azure Active Directory Domain Services](https://www.g2.com/products/azure-active-directory-domain-services/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) - 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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 - 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