--- title: SysAid Reviews meta_title: 'SysAid Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 749 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: 749 scale: '5' date_modified: '2026-07-06' 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:** 749 ## 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 appreciate the **fast response from customer support** of SysAid, enhancing their overall experience with the product. (33 reviews) - Users praise the **ease of use** of SysAid, enjoying its intuitive interface and efficient ticket management. (33 reviews) - Users value the **automation features** of SysAid, enhancing efficiency and speeding up response times effortlessly. (27 reviews) - Users appreciate the **comprehensive features** of SysAid, enhancing productivity with its user-friendly interface and automation. (26 reviews) - Users value the **robust ticket management** capabilities of SysAid, enhancing efficiency and streamlining workflows significantly. (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 **missing features** frustrating, as important tools are hard to locate and some integrations are lacking. (12 reviews) - Users experience a **steep learning curve** with SysAid due to complex setups and extensive customization options. (11 reviews) - Users find the **clunky interface** of SysAid cumbersome, impacting efficiency and user experience during interactions. (9 reviews) - Users find **limited customization** options frustrating, as professional support and advanced features are challenging to navigate. (9 reviews) - Users report **poor customer support** , highlighting delays in responses and inadequate assistance during critical issues. (9 reviews) - Users find the **complex setup** of SysAid challenging, complicating configuration and overall user experience. (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. 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. ### 2. 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 ### 3. Good product with the features we need. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2023 **What do you like best about SysAid?** - MS Teams chat bot makes raising tickets very quick and easy - ease of customisation - browser based so accessible on any device, anywhere - great customer support - most of the time clicking into and out of tickets is fairly quick **What do you dislike about SysAid?** - there are still a few bugs which have still to be resolved - sometimes adding data can be time consuming as there are no shortcuts (eg: when adding routing rules you can only move 1 rule at a time and only 1 step up at a time). **What problems is SysAid solving and how is that benefiting you?** With the MS Teams chat bot our users are now happier to raise tickets as it's much easier than going to a portal, logging in, selecting catagories and then filling in details. We've found our users want the simplest, easiest solution which is to just use Teams. We are now getting all tickets logged without having to ask users to do it. ### 4. Flexible Tool Which Ticks Lots Of Boxes **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** March 26, 2024 **What do you like best about SysAid?** Simple layout and useable ticket types out the box **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 automate would be useful for example **What problems is SysAid solving and how is that benefiting you?** Enables the logging of requiremetns from the insfrastructure team and allows customers to log their bugs and issues with our software ### 5. Versatile Helpdesk Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** December 04, 2023 **What do you like best about SysAid?** The simple and straight forward customisation available to you, to make improvements or amendments to things such as ticket routing, escalation rules and changes to the appearance of templates used as part of the tool. Customer support is readily available, we use email or chat. **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 consuming and clunky, especially with multiple email communication. I understand Sysaid have been working on this.. **What problems is SysAid solving and how is that benefiting you?** Sysaid has helped automate processes in the dispatching of IT Kit, previously this was a long winded and labour intensive task but now with automation, half the work has been removed. ### 6. "SysAid Review: A Comprehensive Solution for Service Management and Help Desk" **Rating:** 4.5/5.0 stars **Reviewed by:** David J. | Htg, Health, Wellness and Fitness, Enterprise (> 1000 emp.) **Reviewed Date:** July 12, 2023 **What do you like best about SysAid?** What I like best about SysAid is its comprehensive approach to service management and help desk. This platform offers a wide range of features and functionalities that make it easy to manage incidents, problems, changes, and IT assets. Additionally, its ability to automate processes, generate custom reports, and provide multichannel support are standout features. SysAid also stands out for its intuitive and user-friendly interface, making it easy for users to adopt and use. Overall, I find SysAid to be a complete and efficient tool for service management and help desk. **What do you dislike about SysAid?** While SysAid is a powerful and feature-rich tool, one aspect that some users may find challenging is the associated costs. It is logical to expect that a tool with such comprehensive capabilities and extensive support behind it would come with a financial investment. However, it is important to carefully evaluate the benefits and value that SysAid can bring to the organization, as it may offset the costs with increased efficiency and improvements in service management and help desk operations. **What problems is SysAid solving and how is that benefiting you?** Incident Management: SysAid helps streamline the handling of incidents, ensuring timely resolution and minimizing service disruptions. Problem Management: It assists in identifying and addressing the root causes of recurring issues, reducing their impact on the organization. Change Management: SysAid enables organizations to effectively manage and track changes to their IT infrastructure, minimizing risks and ensuring smooth transitions. Asset Management: It provides a centralized system for tracking and managing IT assets, optimizing resource allocation and reducing unnecessary expenses. Knowledge Management: SysAid facilitates the creation, sharing, and access to knowledge articles, empowering users to find answers to their queries and reducing reliance on support staff. ### 7. Sysaid is a true Business Solution For All **Rating:** 4.5/5.0 stars **Reviewed by:** Randall H. | Corporate Infrastructure Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 31, 2023 **What do you like best about SysAid?** The Ticket Management. The robust ticketing system helps IT teams manage and prioritize incoming requests efficiently, ensuring that issues are resolved in a timely manner. **What do you dislike about SysAid?** The Mobile App Functionality. While SysAid does provide a mobile app for on-the-go access, I have found the mobile app's functionality to be limited compared to the desktop version, making it less convenient for remote work scenarios. **What problems is SysAid solving and how is that benefiting you?** SysAid enables the IT team to efficiently track, prioritize, and resolve technical issues. This ensures that IT incidents and service requests are properly managed and addressed in a timely manner. It also helps in tracking hardware and software assets, managing inventory, and ensuring proper utilization of resources. This reduces the risk of over-spending and aids in effective resource planning. ### 8. Sysaid Review **Rating:** 4.0/5.0 stars **Reviewed by:** Keenan G. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2023 **What do you like best about SysAid?** Very simple to pick up and use daily. In-depth ticketing system and great asset manager. Simple to implement. **What do you dislike about SysAid?** Definitely tailored to larger companies. A lot of functionality goes unused in smaller IT environments. Awkward customer support at times. **What problems is SysAid solving and how is that benefiting you?** We now have a good option for change control in the Sysaid helpdesk. We also have better remote support function through Sysaid too. It's making helping remote end users a lot easier. ### 9. Not a Fan **Rating:** 1.0/5.0 stars **Reviewed by:** Brian S. | AV Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2024 **What do you like best about SysAid?** It does provide a reliable ticketing system **What do you dislike about SysAid?** Overly complicated, difficult to configure. **What problems is SysAid solving and how is that benefiting you?** Tracking and displaying user's issues. **Official Response from Liora Coberman:** > Thanks for reaching out and letting us know about the challenges you're facing with SysAid. We understand your frustration and want to get things running smoothly again as soon as possible. Our support team is here to help! I've already notified them of your situation, and they'll be in touch shortly to walk you through some solutions that can make things easier. We appreciate your patience and look forward to resolving this for you. ### 10. SysAid meets you HelpDesk needs **Rating:** 5.0/5.0 stars **Reviewed by:** Paul D. | Network Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2023 **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. **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. **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. ### 11. SysAid is a Great Tool for our Helpdesk **Rating:** 4.0/5.0 stars **Reviewed by:** Rachel B. | Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2023 **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 **What do you dislike about SysAid?** - Remote control is a bit wonky. - Still a few other bugs to work out. **What problems is SysAid solving and how is that benefiting you?** Change Management tool is awesome. and ease of which our users can create tickets. ### 12. Affordable ITSM ticketing **Rating:** 5.0/5.0 stars **Reviewed by:** Garan T. | Desktop Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2020 **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. **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 **Recommendations to others considering SysAid:** Definitely ask in depth questions about your exact use cases to ensure SysAid has the functionality required **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. ### 13. A solution worth trying **Rating:** 5.0/5.0 stars **Reviewed by:** Mark Angelo C. | Team Lead - Systems Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2023 **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. **What do you dislike about SysAid?** NO downsides I can see. Easy to use and doesn't cause problems. **What problems is SysAid solving and how is that benefiting you?** Connecting with customers and monitoring the solutions/documentation ### 14. Great Service and Ease of Use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** August 11, 2023 **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. **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. **What problems is SysAid solving and how is that benefiting you?** Faster turn around times and a more detailed reporting. End users have a self service portal that reduces calls and emails directly to the department. ### 15. Good Help Desk platform **Rating:** 4.5/5.0 stars **Reviewed by:** Martin R. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2023 **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. **What do you dislike about SysAid?** Nothing I can see. It all seams to work well. **What problems is SysAid solving and how is that benefiting you?** All our ticekts and asset tracking is in one main location ### 16. One of the worst ticketing systems I have ever used **Rating:** 0.0/5.0 stars **Reviewed by:** Devin M. | IT Manager - Infrastructure & Security, Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2023 **What do you like best about SysAid?** It integrates with AD, not that big of a deal as most do. SSO integration which others have. **What do you dislike about SysAid?** Clunky Interface, lack of automation, poor asset management. I call SysAid the poor man's Service Now because all other ITSM solutions have full automation, integration, mobile apps and AI capabilities. SysAid is something you choose on a budget where you know it will be challenging, but you are willing to work with it. Why would you make it so difficult to make changes to categories, to sync with an AD server. Why would you make the ticketing interface not user friendly, the status drop-downs not automated based on the work done? **What problems is SysAid solving and how is that benefiting you?** Ticketing system, problem management. **Official Response from Lindsay Bullock:** > Hi Devin, Thank you for your review. We are actively listening to feedback, and your comments will be shared with our development team. Your input is valuable in helping us improve and meet the evolving needs of our users. ### 17. Functional and ease of use **Rating:** 4.0/5.0 stars **Reviewed by:** Tri D N. | Director of IT, Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about SysAid?** Flexible and eas of use. Screen capture capabilities. **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. **What problems is SysAid solving and how is that benefiting you?** Managing IT supports and priorities. ### 18. Awesome **Rating:** 4.5/5.0 stars **Reviewed by:** Mike W. | Information Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2022 **What do you like best about SysAid?** I like the ticket system. It has been great. And Gerard has been super helpful. **What do you dislike about SysAid?** The Patch Management system has not been the best. **What problems is SysAid solving and how is that benefiting you?** We didn't have a ticket system and that is what SysAid has helped with. ### 19. Management tool that every IT area must have **Rating:** 5.0/5.0 stars **Reviewed by:** Víctor Manuel E. | Administrador de Infraestructura, Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2022 **What do you like best about SysAid?** excellent solution for IT service management **What do you dislike about SysAid?** be able to access more feature with the basic license: powerbi integration **What problems is SysAid solving and how is that benefiting you?** Organize support, generate knowledge for self-management, inventory management, attention measurements ### 20. SysAid Support **Rating:** 4.5/5.0 stars **Reviewed by:** Zack P. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about SysAid?** Their support is great. They always help as much as possible. I like that they offer professional services. **What do you dislike about SysAid?** Their settings menu is a bit conguluted. **What problems is SysAid solving and how is that benefiting you?** Ticketing system, Asset management ### 21. Sysaid **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2022 **What do you like best about SysAid?** They were very helpful and timely with my problem **What do you dislike about SysAid?** The overall product is not the most user friendly **What problems is SysAid solving and how is that benefiting you?** Using this to manage Helpdesk tickets ### 22. Out of the box **Rating:** 5.0/5.0 stars **Reviewed by:** Steven C. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2023 **What do you like best about SysAid?** Out of the box reports Simple setup Professional Services and Support team Easily convert and link tickets to each other Customisable functionality Email and SMS alerts **What do you dislike about SysAid?** Complex ticket flows Teams bot works well, however does not suggest relevant KB articles to end users. **What problems is SysAid solving and how is that benefiting you?** Ticketing system Asset management (ITAM) Self-service portal for end users Knowledgebase for IT and end-users Reporting and real-time dashboards Improved response times to customers using automation. ### 23. SysAid Is Great **Rating:** 4.5/5.0 stars **Reviewed by:** Robert H. | IT Director, Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2022 **What do you like best about SysAid?** We reviewed 6 vendors and SysAid was the best choice by far. Our setup and onboarding was easy and it is a great tool for us. **What do you dislike about SysAid?** There really isn't anything that we dislike, everything has worked properly for us. **Recommendations to others considering SysAid:** Arrange for a demo, you won't be disappointed. **What problems is SysAid solving and how is that benefiting you?** SysAid allows us to create reports to manage our company KPI's and have quick and easy access to dashboards to see the current status of our tickets. Also, the password reset functionality has saved a lot of time in terms of IT support. ### 24. Top Notch Ticketing System **Rating:** 4.0/5.0 stars **Reviewed by:** Robert L. | Enterprise (> 1000 emp.) **Reviewed Date:** December 23, 2020 **What do you like best about SysAid?** I love how you can edit every part of sysaid to suite your needs. I like to change the wording. **What do you dislike about SysAid?** I wish the asset management was a little better and not being able to see who has viewed each ticket. **Recommendations to others considering SysAid:** Sysaid is a very robust product, It is a good idea to have one or two sysadmin dedicated to this software as there is a ton of things you can do with it. **What problems is SysAid solving and how is that benefiting you?** We have over 50 admin groups and getting the tickets to the correct groups is very efficient. ### 25. a very complete and easy to use application **Rating:** 4.5/5.0 stars **Reviewed by:** Hugo H. | Application support, Enterprise (> 1000 emp.) **Reviewed Date:** December 16, 2022 **What do you like best about SysAid?** All the available functions and its interface are friendly to the user. Shares a wide variety of options for both end-user and administrator users, reliable support and according to the latest technologies. In addition to being one of the most recognized software worldwide, that gives you reliability. The price is according to the market, and the functions provided according to the latest market needs make it one of the most necessary tools in today's world. **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 added to reports and dashboards. Application integrations work well but could be improved by making them more accessible and straightforward and providing more practical user guides. The price could be more accessible due to the expansion of the market. The price could be improved or have different plans according to the needs. **What problems is SysAid solving and how is that benefiting you?** It helps us to solve incidents and requests from our users. In addition to filling control of internal changes within our company, the internal process flows through action items. Through the tool, we can track the resolved incidents and provide our customers with a quick and easy way to solve their operational and administrative problems. Integrate many flows previously handled in different processes into one, saving time and effort. Automate processes that once could take time and unify them into one. ### 26. Great solution. **Rating:** 4.0/5.0 stars **Reviewed by:** Iván C. | Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about SysAid?** It has many personalizations that get power to afront differents solutions.You can make differents actions in with differents type of tickets. The end users can participate in the flow. **What do you dislike about SysAid?** I wish the "Look and feel" was a bit more modern. More adapted to different screens. When entering a ticket and leaving, that the list remains in the same place and that it is not refreshed. **What problems is SysAid solving and how is that benefiting you?** We implanted SysAid for all departments in our enterprise. Each department has theirs Tickets. (RRHH, IT, Commercial departmen, juridic,....) We want that all departments work with the same form and the users only have a one way for get the service. ### 27. Intuitive and functional system **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food Production | Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about SysAid?** SysAid is a great choice for support ticket management, asset logging & reporting. It has a clean UI which is intuitive while keeping room for complex tasks. **What do you dislike about SysAid?** Somewhat outdated graphical elements and over-clicking to access certain functionality **What problems is SysAid solving and how is that benefiting you?** SysAid is allowing me to help users seamlessly and quickly while supporting communication and logging. ### 28. My every day, working with SysAid **Rating:** 4.5/5.0 stars **Reviewed by:** John R. | Database Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2021 **What do you like best about SysAid?** It fills all our needs for the ticketing system. And we have a great support, to implement any change and any addition we might need. It is easy to use, and you can do all you need inside it. **What do you dislike about SysAid?** I would try to give a better aspect to the incident page itself. It can be tricky due to its ability to change. A bit difficult to filter and, when going back, filter is gone. **Recommendations to others considering SysAid:** Try it. Yu won't be dissapointed. It can fill all your needs for ticketing and incidents handling. You can personalize, and there are a lot of plug ins for different tools, you can add, to make it a full integrated package. **What problems is SysAid solving and how is that benefiting you?** We solve the issue we were having to track the work time from our Support Team. We now have a great control on how to distribute the time. We ca manage the workload and steps involved on each incident or request. ### 29. Excellent **Rating:** 5.0/5.0 stars **Reviewed by:** Kelvin F. | Coordinador Service Desk CSC (Hospital Universitario Austral), Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2023 **What do you like best about SysAid?** its versatility in the use and generation of reports, its level of auditing in the transferability of tickets **What do you dislike about SysAid?** I wouldn't have anything negative to say, perhaps improving the visual aspect for the user a little. **What problems is SysAid solving and how is that benefiting you?** Ticket traceability, task tracking, team assignment, resolution groups ### 30. A very effective application for the management of computer equipment and the ticketing system. **Rating:** 5.0/5.0 stars **Reviewed by:** Iurie T. | Enterprise (> 1000 emp.) **Reviewed Date:** August 15, 2023 **What do you like best about SysAid?** A great application with many opportunities, ticketing system for IT support, patch management system, asset tag system for IT equipment management. Fast and very efficient support. **What do you dislike about SysAid?** The application is very complicated, sometimes we get lost in the configuration options. Sometimes bugs happen after the update. **What problems is SysAid solving and how is that benefiting you?** The efficient and very fast Service Desk for users ### 31. SysAid Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Security and Investigations | Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2023 **What do you like best about SysAid?** Extremely customizable platform with lots of features Customer support is fast and dependable **What do you dislike about SysAid?** The deployment of our agent has caused some troubles sometimes by not always working **What problems is SysAid solving and how is that benefiting you?** Utilizing SysAid for help desk, asset management, Remote control, and change logs ### 32. SysAid as a tool for Incident Management **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 12, 2023 **What do you like best about SysAid?** It can easily send emails to the requester and process manager **What do you dislike about SysAid?** The user interface of the application is not good **What problems is SysAid solving and how is that benefiting you?** It is easy to manage all the incidents and requests as we can categorize them and filter ### 33. An analysis's review of SysAid **Rating:** 4.0/5.0 stars **Reviewed by:** Steven A. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about SysAid?** The dashboarding and tracking features are very nice. **What do you dislike about SysAid?** Images throughout the tickets and the end user portal. **What problems is SysAid solving and how is that benefiting you?** Tracking isses, and categorizing them so we can see what truly needs priority over other things. ### 34. SysAid review **Rating:** 5.0/5.0 stars **Reviewed by:** David S. | IT, Enterprise (> 1000 emp.) **Reviewed Date:** June 15, 2023 **What do you like best about SysAid?** The out-of-the-box solution met all our business requirements. The transition process from our previous ITSM solution to SysAid was made easy with the assistance of a very professional integration team. **What do you dislike about SysAid?** Our preferred deployment of the SysAid Agent via SCCM was untested and, therefore, unsupported. **What problems is SysAid solving and how is that benefiting you?** Our previous ITSM solution was complex and expensive. The out-of-the-box solution offered by SysAid is both intuitively easier to use and a fraction of the cost of other ITSM solutions. ### 35. so far so good **Rating:** 3.0/5.0 stars **Reviewed by:** Arron F. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2023 **What do you like best about SysAid?** Able to track help desk ticket, let customer review the ticket **What do you dislike about SysAid?** too much to fill in, it make it hard to create ticket **What problems is SysAid solving and how is that benefiting you?** replace our existing helpdesk application ### 36. Effective cost benefit **Rating:** 4.0/5.0 stars **Reviewed by:** Arturo M. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 15, 2023 **What do you like best about SysAid?** The Simplicity of how is to use it is one of the most valuable things **What do you dislike about SysAid?** As I use the most basic license I dont have enough reports and only 5 administrators users **What problems is SysAid solving and how is that benefiting you?** The control and tracking of the tickets ### 37. Best IT Support and Management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Nonkululeko S. | Technical Service Desk Support , Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2023 **What do you like best about SysAid?** I can chat and send emails to users on the system without using other means of communication. **What do you dislike about SysAid?** At this moment, I do not have any dislikes. **What problems is SysAid solving and how is that benefiting you?** I can keep track of the calls that our users log, and also it makes it easier for me to get hold of the users as it provides an ability to chat with them and send emails to tham ### 38. Very capable ITSM platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2023 **What do you like best about SysAid?** The capabilitity of the platform out of the box is great for support tickets but also allows tons of customization to meet individual business needs. The ability to create custom categories and workflows is invaluable. **What do you dislike about SysAid?** The project module is very slow to load. **What problems is SysAid solving and how is that benefiting you?** SysAid solves the problem of automating customer management tasks. We use it for onboarding of new services, customer approvals, automated responses to support requests and contract and renewal management. ### 39. SysAid - Good ITSM tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2023 **What do you like best about SysAid?** Technical Support is excellent - responsive and knowledgeable **What do you dislike about SysAid?** The reporting capabilities need improvement. **What problems is SysAid solving and how is that benefiting you?** Making sur etickets get resolved quickly ### 40. Great Help Desk Ticketing System. **Rating:** 4.0/5.0 stars **Reviewed by:** Elwin H. | Director of IT, Enterprise (> 1000 emp.) **Reviewed Date:** December 21, 2021 **What do you like best about SysAid?** Ease of setup and ease of use along with Inventory management and CMDB functions and reporting. **What do you dislike about SysAid?** The back-end interface could be easier to use and visually could be better aesthetically. **What problems is SysAid solving and how is that benefiting you?** Managing support issues and taking control of equipment inventory. Centralized ticketing and tracking of issues. We also use it for some project tracking. ### 41. Sysaid has been our company ticket management and asset managment software for 3 years now **Rating:** 5.0/5.0 stars **Reviewed by:** Marco L. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2023 **What do you like best about SysAid?** Offers extreme customizing and ability to build out comprehensive and streamlined ticketing capability and asset management reporting. It has been our most useful tool. **What do you dislike about SysAid?** There are a lot of customize features that are locked behind a support paywall where you need to reach out to them to have them build custom packages for more specific items. **What problems is SysAid solving and how is that benefiting you?** Ticket management and Asset management for CMMC, NIST and other regulatory requirements. We need the software to not be a cloud service which it isnt and to be a very adaptable product which it is. ### 42. SysAid, the best ITSM soft. **Rating:** 5.0/5.0 stars **Reviewed by:** nelson l. | Enterprise (> 1000 emp.) **Reviewed Date:** March 07, 2023 **What do you like best about SysAid?** I like the software because help me to manage my help desk team. Especially to organize all the requests and incidents reports. Of course, can give the best service to my users. **What do you dislike about SysAid?** I have a ticket about the issue from soft. It´s a minor issue, but we can´t find a solution. I contacted the supplier for help, but the problem still appears. I see opportunities in the main dashboard... I would like to see it renewed. **What problems is SysAid solving and how is that benefiting you?** Fast response to my users. Identify the common issues. Identify the best tech guy who gives excellent service. Organize, control and manage the request flows and know the satisfaction level of the users. ### 43. Automated Helpdesk - SysAid **Rating:** 5.0/5.0 stars **Reviewed by:** Francisco M. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 15, 2023 **What do you like best 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 allows you to create an excellent customer service experience. **What do you dislike about SysAid?** The initial implementation and parameterization can be a bit slow due to the internal processes of each company. But when you get past that step you realize that it is worth it to experience every tool of this great solution. **What problems is SysAid solving and how is that benefiting you?** SysAid benefits the synergy between the customer and our company. Putting at hand a direct communication just a click away, generating in customers a good perception of the service provided. ### 44. best and valuable **Rating:** 5.0/5.0 stars **Reviewed by:** Simranjeet K. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2023 **What do you like best about SysAid?** Easy to update and everything about the ticket is manageable **What do you dislike about SysAid?** There should be more connectivity for systems as well **What problems is SysAid solving and how is that benefiting you?** Ticket manging according to the timings, generating reports ### 45. SysAid Review **Rating:** 5.0/5.0 stars **Reviewed by:** Rui . | Trainee, Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2023 **What do you like best about SysAid?** User-friendly interface and efficient ticket management. Robust features for asset management and amazing reporting capabilities. **What do you dislike about SysAid?** Limited customization options and occasional performance issues with large data sets. **What problems is SysAid solving and how is that benefiting you?** SysAid solves ticket management and asset tracking challenges, increasing efficiency and improving overall IT service delivery. ### 46. simple and efficient service tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** November 23, 2023 **What do you like best about SysAid?** sysaid is esay to use and deploy, the customer support is friendly. **What do you dislike about SysAid?** i just dislike from sysaid is the survey form in on-premise version. **What problems is SysAid solving and how is that benefiting you?** with sysaid we can manage the service and mensure easily our performance and enfficiency. ### 47. Powerful Platform, Simple Deployment **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** September 29, 2023 **What do you like best about SysAid?** Easy to use and customize. Great account manager. Responsive technical support. **What do you dislike about SysAid?** Banner size requirements are not listed. **What problems is SysAid solving and how is that benefiting you?** Support tracking, and asset management. ### 48. Brian Bell & Company Ltd SysAid Review **Rating:** 5.0/5.0 stars **Reviewed by:** Tau G. | Superintendent ICT Technology Infrastructure, Enterprise (> 1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about SysAid?** The simplicity of the interface to the IT admin team and our end-users. The system has all the functionality and features you'd need with an ITSM tool. **What do you dislike about SysAid?** The business intelligence reporting part of it. Perhaps it's available in the later versions. **Recommendations to others considering SysAid:** If you are looking for a n IT Service Management tool that has all the features and functions you require with cost that's reasonable please go to SysAID. **What problems is SysAid solving and how is that benefiting you?** The one stop repository for all IT related service or incident requests. The tool gives the business the overall view on the activities of the IT team. It also aids the end-users with the ability to raise requests for services or incidents efficiently. ### 49. SysAid is Great! **Rating:** 5.0/5.0 stars **Reviewed by:** Ron L. | Enterprise (> 1000 emp.) **Reviewed Date:** June 21, 2023 **What do you like best about SysAid?** Very user-friendly, scalable, customer service is great. **What do you dislike about SysAid?** Creating and saving custom views can be a bit difficult. **What problems is SysAid solving and how is that benefiting you?** Makes it much easier to manage trouble requests and assist out customers. ### 50. Life saving ITSM tool **Rating:** 5.0/5.0 stars **Reviewed by:** Bhavin D. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2023 **What do you like best about SysAid?** I like the new self service portal! Amazing customisation in terms of templates for tickets. Can create as many categories as possible to cater your own needs. **What do you dislike about SysAid?** Can only have 3 administrators and the reporting feautre could be better with more options to change designs and options on fields for reports. Have multiple self service portals if possible. **What problems is SysAid solving and how is that benefiting you?** Helping us set a process for our users to raise tickets, this is allowing us to solely work on tickets and prioritise our workload so we are not influxed with requests via IM. ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-07-07+01%3A12%3A50+-0500&secure%5Bsession_id%5D=5fc1bce6-bf20-43e4-9ecf-e4b130c80546&secure%5Btoken%5D=6d6f70f9500713a24940651885e97b88ff415f7919c1285ceebdde5c235dabc7&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 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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[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 (1,290 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (961 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) - 4.2/5.0 (242 reviews)