--- 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: '2026-07-07' 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. Its a very good and affordable Helpdesk solution for the IT industry. **Rating:** 4.5/5.0 stars **Reviewed by:** Juan C. M. | Information Technology Infrastructure Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 19, 2023 **What do you like best about SysAid?** Its friendly and easy to use; you can use it on any environment but it is more focus on IT. The price in comparison with other helpdesk are very competitive. **What do you dislike about SysAid?** Not much maybe a little more love to the mobile portion of the SysAid environment. **What problems is SysAid solving and how is that benefiting you?** I can access the helpdesk environment from my phone with and easy to use screen. ### 2. Currenly sysaid is our principal tool to manage IT service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2023 **What do you like best about SysAid?** Felixibility in order to create personalized fields, workflows and integration with power bi. Also we have an knwoledge database to help the end user to have an autoservice. **What do you dislike about SysAid?** I think the price would be better and I can go to the cloud with less inversion. The support sometimes take a lot of time; the good thing is that we don't need to support much. **What problems is SysAid solving and how is that benefiting you?** The control of incident management, request management, asset control, knowledge database, user preferences, intranet with the principal links to the other tools in the organization. ### 3. The best IT software for the best practices **Rating:** 5.0/5.0 stars **Reviewed by:** pablo q. | The best software service desk, Enterprise (> 1000 emp.) **Reviewed Date:** August 21, 2019 **What do you like best about SysAid?** I really like the way SysAid manages incidents and requests. The support is very nice, the people are friendly, they are available 24 hours, and they always solve our problems. **What do you dislike about SysAid?** I like everything in SysAid, I use it every day. It is the most valuable purchase that we made. People love it, we use it every day, and all the areas are involved, even facilities, marketing, etc. **Recommendations to others considering SysAid:** the best software, easy implementation, highly trained staff **What problems is SysAid solving and how is that benefiting you?** We had a problem with the performance, and their technicians solved it very quickly. Also, we had some issues with the chats, and the possibilities to add more timers. I like it. ### 4. Outdated Budget Software that Becomes Anything but Budget **Rating:** 1.5/5.0 stars **Reviewed by:** Logan K. | Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2022 **What do you like best about SysAid?** SysAid's email integration is awesome! Emails to our helpdesk are automatically turned into tickets. Then, custom automated emails can be sent based on tons of actions (change status, assignment, etc), reducing CSR communication load. On top of that, admin responses in the ticket messaging tab are automatically sent as an email from the admin's user account to the end-user account. Our admins see all communication directly in the ticket, and our end-users see all communication as an email conversation. No need to shuffle between different communication tools for anyone. And this integration means end-users never even have to log in to a portal or anything to see the progress on their ticket. The all-in-one nature of SysAid is another benefit of the software. Having assets, ticketing, and KB in a single location is excellent. You can even add automation, updates, and various other tools. Their customer support is also rapid and effective, which is a huge plus. **What do you dislike about SysAid?** First, this software is outdated and klunky, especially on-prem. Go with cloud if you decide on SysAid. The UI feels like they are partway through applying a new, modern design. Different pages have different designs and styles. There are three or four different designs used throughout the product. The various menu layouts and navigation conventions make the site difficult to navigate and become accustomed to. It is not very customizable, either. We use maybe 20% of the items on the main menu, but there is no way to remove any that we don't use. The KB editor is perhaps the most outdated. The formatting is terrible and makes our articles look like blog posts from 2001. They also require links to add an image instead of direct uploads; no screenshots unless you have dedicated web storage for images. Even with dedicated storage, uploading to a separate location and then linking to that location is so cumbersome that our helpdesk techs never do it anyway. Second, a number of the features are buggy or difficult to configure. Though we love the email integration, it has lots of issues. It breaks frequently and has to be redone, some accounts can't send emails through the service at all, and emails are occasionally lost. The asset feature is so bad that we don't use it and opted for another asset management solution. The scan pulls up very little on all of our IP ranges, and installing the SysAid Agent didn't change that. Also, installing the Agent on our devices is time-consuming even with GroupPolicy and doesn't always work. Even worse, our subscription only includes 250 assets. We were told this was only for assets with the SysAid Agent installed, but this counts all assets, including peripherals like mice and keyboards. We planned on having about 200 laptops with the Agent, which would have been well within the 250. However, if you include our peripherals, IT infrastructure devices like servers, modems, and switches, and a large amount of medical equipment it is far beyond the 250 limit. Lastly, prepare to be gouged. We had to choose initially between on-prem and cloud and chose on-prem for HIPPA reasons. On-prem is now on limited support, and cloud has better HIPPA compliance. Migrating to cloud: significant fee. We initially tested SysAid with IT but want to expand to Maintenance and HR. Instead of adding admin licenses (implied in the demo), we have to upgrade to their ITSM. ITSM is about the same price as JIRA or Zendesk, which are premium options in the market space with a deeper community, richer features, and better technology. I spoke about the 250 asset limit earlier. Increasing the limit is another hefty fee. I even created a support ticket about removing menu items from the UI. Surprise, surprise, that is possible, but only on a more expensive subscription. Each way we have turned with SysAid, a fee or upsale has been lurking. Our budget ticketing tool quickly ballooned into a full-price system. Wish we had just gone for a premium service from another vendor in the first place. **What problems is SysAid solving and how is that benefiting you?** We need to track user complaints and issues in the IT department, as well as internal projects. The ticketing solution solves that issue for us and is actually very useful. The knowledge base would be a useful place to store collective knowledge, but it is a bit lack-luster and is only marginally useful for us. Asset management was our other big issue, and SysAid was so broken on that front that we transitioned to another solution. **Official Response from Gaelle Elgazar:** > Dear Logan, Thank you for taking the time to review SysAid! We are sorry to hear about the difficulty you experienced with asset management and our knowledge base. We're happy to hear that SysAid's ticketing integrations and customization features have been beneficial and helped you to quickly and efficiently solve tickets. About your valuable feedback, your customer success manager reached out to discuss it further as we're continuously working to improve. If there is anything else we can do to assist you, please do not hesitate to contact us. ### 5. Out of Box ITSM solution **Rating:** 5.0/5.0 stars **Reviewed by:** Fernando R. | IT Support Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** December 03, 2021 **What do you like best about SysAid?** The ability to work all Incidents and Requests tailored to the company. Easy to enable new modules at any moment without impacting the ongoing work. The fact is a cloud solution gives the possibility to access from anywhere seamlessly. **What do you dislike about SysAid?** Something that impacts any IT dept is the fact sometimes you need to stop the counter of a ticket (due date). When changing the status for some specific ones the due date should be recalculated and a new due date should be presented to the end user. This is something not standard on SysAid, which means that you need to request a project to do it. **Recommendations to others considering SysAid:** Take time testing the new tool and during the implementation process, have your plan well rounded and expectations set with the company. **What problems is SysAid solving and how is that benefiting you?** Incidents and Requests, first level/second level. Asset management and CMDB. Dashboard and Reports. Staff saving time when raising tickets, as a result we are receiving more detailed tickets, helping us escalate appropriately. ### 6. SysAid: Everything you need and more **Rating:** 5.0/5.0 stars **Reviewed by:** Kyle T. | IT Support Manager, Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2022 **What do you like best about SysAid?** The most helpful part of sysaid is how customizable it is to our needs. We can really force the users to provide the information we need to automate responses and faster resolution times. **What do you dislike about SysAid?** Sysaid can be clunky sometimes but I've found ways around this and it really doesn't affect the day to day view of it in my eyes or our customers/users' eyes. **What problems is SysAid solving and how is that benefiting you?** Cutting resolution time. We are able to use templates and routing protocols to allow our technicians to reply and resolve issues much faster than our previous systems. ### 7. Best Service Management Software **Rating:** 5.0/5.0 stars **Reviewed by:** Temitope P. | Datacenter/Server Support, Enterprise (> 1000 emp.) **Reviewed Date:** February 14, 2023 **What do you like best about SysAid?** The ability to measure performance and attach SLA to tickets. The solution can be used by any department to capture staff performance. **What do you dislike about SysAid?** Sincerely, its been able to cather for my company needs...No downside for now **What problems is SysAid solving and how is that benefiting you?** It helps to capture staff performance in relation to issues that are been resolved within the agreed SLA ### 8. Using SysAid with PNG Power LTD IT SERVICE DESK **Rating:** 4.5/5.0 stars **Reviewed by:** Mavis A. | Affiliated to ISACA, Enterprise (> 1000 emp.) **Reviewed Date:** February 14, 2023 **What do you like best about SysAid?** SysAid is a great user friendly Service Management application. Its quite simple to configure and deploy. IT service desk Team find the application easy to navigate through when logging service requests and Incidents. **What do you dislike about SysAid?** For me personally I feel there are no dislike as I have not encountered any issues as yet in using SysAid. **What problems is SysAid solving and how is that benefiting you?** Team are able to track and monitor user requests, resolve issues and register solutions which is all captured in one location. We definitely feel our business performance has increased with the use of SysAid ### 9. Enjoying the System **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel U. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2022 **What do you like best about SysAid?** I have really enjoyed how easy the platform is to use for end users and admins alike. One of the best things is the customizability that you can have inside of the portal that your end users will be using. **What do you dislike about SysAid?** The only issue I have had so far is LDAP integration. We have had help from the support on making this right. The only thing that would make it better is to have a more stable connection with our azure server. They have been very good with their support and very attentive to the issues I have had which is promising for a strong future. **What problems is SysAid solving and how is that benefiting you?** Ticket management. They are making it easy for me to track issues and make sure that they are handled. I have been more productive with this solution and it has helped us keep business running smoothly and make sure that all incidents are reported and solved accordingly. ### 10. SysAid is the real deal **Rating:** 4.0/5.0 stars **Reviewed by:** Casey B. | Technology Helpdesk Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2022 **What do you like best about SysAid?** The best thing about SysAid is their support. They are friendly to work with, and fast at answering questions. **What do you dislike about SysAid?** The service catalog can be a bit cumbersome. **What problems is SysAid solving and how is that benefiting you?** SysAid has solved our issue of helpdesk ticketing infrastructure, which helps us be more responsive to incoming problems. ### 11. very good and they were very good at explaining **Rating:** 5.0/5.0 stars **Reviewed by:** Parker C. | It Help Desk, Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2023 **What do you like best about SysAid?** The way that the system can integrate so much on its own without having to do all the leg work **What do you dislike about SysAid?** The only thing I dont like I would say is the UI, it could be more modern instead of looking like a dated software **What problems is SysAid solving and how is that benefiting you?** to be able to keep track of devices ### 12. Affordable ICT Management Tool For Education **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2022 **What do you like best about SysAid?** SysAid offers a cloud and on-premise solution. The graphical user interface is intuitive and is well received by our education Admin/End users. SysAid has a solid Self-service portal. SysAid allows you to tailor the helpdesk package you need by offering different modules such as Team Viewer and Patch Management. SyaAid supports email/LDAP integration and is ITIL compliant. **What do you dislike about SysAid?** There aren't that many, really; the upgrade process could be streamlined slightly. Currently, you have to run multiple patches (on prem only) to bring your sysaid server up to date if you are on a lower version which increases dowantime. A single rollup patch would be ideal. It would be great if the education pro users could customize the GUI with company branding more than is currently available, although this is getting better each time we upgrade. **What problems is SysAid solving and how is that benefiting you?** SysAid has allowed us to centralize our support offering, giving our team greater visibility of our IT assets and end-user support needs. Our end-users can access a self-service portal from their desktops to log tickets and search for guides and instructional-based solutions to their queries. We find SysAid cost-effective and the software easy to deploy. The technical support we've received from SysAid has been great when we needed it. ### 13. Good ITSM Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Lokesh G. | Senior Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 04, 2023 **What do you like best about SysAid?** UI and simple tool to use The users dont need any special training **What do you dislike about SysAid?** Should have better integration like ability to do with DevOPs **What problems is SysAid solving and how is that benefiting you?** Managing tickets for support phase of projects ### 14. Useful, easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** July 12, 2023 **What do you like best about SysAid?** something easy to handle, and easy to manage **What do you dislike about SysAid?** license cost per administrator is somewhat high **What problems is SysAid solving and how is that benefiting you?** to manage the incidents of the IT department, in this way the incidents are managed and have traceability ### 15. Excellent Helpdesk Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Stascius W. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 14, 2023 **What do you like best about SysAid?** I love the way that you can keep abreast of your tickets and track admin **What do you dislike about SysAid?** No dislikes. Sysaid has met all my needs **What problems is SysAid solving and how is that benefiting you?** Organizing and tracking problems. Better organized now ### 16. Almost perfect **Rating:** 4.5/5.0 stars **Reviewed by:** David C. | Head of IT, Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2023 **What do you like best about SysAid?** Great value for sure! Does everything that most top companies offer for a fraction of the price. The customer service and Integration team is among the best I recieved. **What do you dislike about SysAid?** The setup process on Macs is likely longer and the guides show Windows guides. **What problems is SysAid solving and how is that benefiting you?** Able to track and report IT problems through the ticketing system. Also great for asset management and automating processes. **Official Response from Lindsay Bullock:** > Thank you for your review, David! We are dedicated to our customers and glad to hear that you find us to be a great fit. ### 17. SysAid Review **Rating:** 4.5/5.0 stars **Reviewed by:** Jassi K. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2023 **What do you like best about SysAid?** The overall experience has been positive, the team enjoys using SysAid not only for incident/request reporting but for creating and customizing templates as well. **What do you dislike about SysAid?** There is nothing that we don't like about SysAid. The product works well. **What problems is SysAid solving and how is that benefiting you?** Time management for the team, resolving incidents quicker and quick response time to the users. We are more productive. It has increased our overall performance. **Official Response from Lindsay Bullock:** > Thanks for sharing your positive experience using SysAid, and we're glad to hear you're enjoying customizing templates. We appreciate your review, Jassi! ### 18. Sysaid Review **Rating:** 5.0/5.0 stars **Reviewed by:** Leonard T. | Service Desk Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 12, 2022 **What do you like best about SysAid?** I like the interface; It is easy to navigate and user friendly . As a user, I required little training in logging and working with tickets. Good is an understatement. **What do you dislike about SysAid?** The turnaround time it takes for sysaid support to address issues is very abysmal, they need to improve on that **What problems is SysAid solving and how is that benefiting you?** Sysaid has served as a platform that has enabled my organization and I quickly log issues and requests easily, it has also helped my issues be resolved by resolvers in time, and i get quick and useful feedback when the issue is resolved ### 19. Much better than Connectwise, so far. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2022 **What do you like best about SysAid?** I like the dashboard and the ability to see a quick summary of the open tickets. The asset management piece is also a plus, since our previous system didn't have that feature. **What do you dislike about SysAid?** Right now, it's a little bit cluttered, but that should improve as we continue to configure it. The link on our PC's hasn't always worked, but it is improving as well. **What problems is SysAid solving and how is that benefiting you?** We are finally able to integrate all of our departments into one ticketing system. The disjointed nature of our current systems makes it very difficult to communicate between departments. ### 20. Great solution for your next Help Desk **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2022 **What do you like best about SysAid?** Simplicity for our users. Although setup was intense and required lots of work, users could use the final product without any training or information. We just sent them to the new URL and we were up and running. **What do you dislike about SysAid?** Slightly limited on functionality if considering using it for other non-IT departments **What problems is SysAid solving and how is that benefiting you?** Streamlined ticket creation, routing and tracking. ### 21. SysAid Good Software **Rating:** 4.5/5.0 stars **Reviewed by:** Webster H. | Technology Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2022 **What do you like best about SysAid?** Its interface is intuitive. You can organize your ITIL process. You can manage Incidents, problems, and changes, and you can integrate with Office 365 **What do you dislike about SysAid?** The Integration with SMS can be improved **What problems is SysAid solving and how is that benefiting you?** SysAid helps us to manage the ITIL process, managing service tickets ### 22. Solution that can get what you need done, not all the bells and whistles but ITIL compliant **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Business Supplies and Equipment | Enterprise (> 1000 emp.) **Reviewed Date:** July 15, 2022 **What do you like best about SysAid?** I liked the approach to migration, I believe the approach of going through the set-up step by step was good, and all done by SysAid. We are able to have a clean solution that is used across the enterprise. There are many features, like workflow and customization of fields, notifications, etc that all makes sense. **What do you dislike about SysAid?** I wish there were more customization. For example, unable to add more notification messages, without having to code in the html to send for certain situations. I feel some of their features get released too soon, and are not clean to implement and takes "tweaking". The original Teams integration was limited and unusable.. they seemed to have fixed it. Also, the reporting is limitied and the integration to other systems (BI is limited and you need to build it yourself). The in-system reporting needs more customization capabilities. **What problems is SysAid solving and how is that benefiting you?** They are providing a unified way of addressing incidents, requests and change management. It has automated a number of the processes and steps, and has given us some decent visibility into the our processes and issues. ### 23. My experience using Sysaid **Rating:** 5.0/5.0 stars **Reviewed by:** Claudia E. | Business Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about SysAid?** The ease of use and the option available for self-service passwords is a features that I appreciate. Being able to receive notifications via email of the changes in the ticket sent and follow up on them is something that adds value to the product. **What do you dislike about SysAid?** Not having the option to edit the tickets I submit, I can only add notes and it would be nice to have the option to add text to the title or description after the ticket is submitted.I can make tickets to receive assistance in an agile way in the event of incidents and requests that arise in my work. **What problems is SysAid solving and how is that benefiting you?** I can make tickets to receive assistance in an agile way in the event of incidents and requests that arise in my work. With SysAid, I am more productive. My business performance has increased with SysAid. ### 24. Just Learning The Platform **Rating:** 5.0/5.0 stars **Reviewed by:** GREG P. | IT Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2022 **What do you like best about SysAid?** I like that SysAid enables us to integrate our IT assets with our IT Support ticketing system. **What do you dislike about SysAid?** I dislike the face that we do not have the ability to modify attribute of the IT Assets that are created through an SNMP scan. **What problems is SysAid solving and how is that benefiting you?** SysAid is centralizing all of our HelpDesk ticketing, asset tracking & lifecycle, & remote support, into one location. ### 25. My review of sysaid **Rating:** 5.0/5.0 stars **Reviewed by:** Pamela A. | IT Service Desk Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2022 **What do you like best about SysAid?** It's user friendly and also able to track issues/request **What do you dislike about SysAid?** Change tickets are sometimes difficult to retrieve **What problems is SysAid solving and how is that benefiting you?** Sysaid assist us track issues/requests from requesters ### 26. Proud to say we are running world no1 ITSM system **Rating:** 4.5/5.0 stars **Reviewed by:** Sanjeewa W. | Business Applications Support Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** October 10, 2019 **What do you like best about SysAid?** Professionalism, expertise and Excellent service, extremely satisfied with the sales transaction and the customer service far exceeded my high expectations and request. . It's very evident that this company cares and values their business. Tracking of tickets and issues are simple. centralized hub. I can send messages and update my tickets from one location I like the live chat feature as well the auto notifications make my life easier as well. Thank you for exceeding the typical customer service **What do you dislike about SysAid?** SysAid user interface very typical design , it's not very colorful and less animation. Other than User interface (UI) design is the process of making interfaces in software or computerized devices with a focus on looks or style. Designers aim to create designs users will find easy to use and pleasurable. UI design typically refers to graphical user interfaces but also includes others, such as voice-controlled ones. Setting up incident management is easy. Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me. It's easy to see everything it can do and use cases. The challenge is putting all the thoughts into logic to make it happen. **Recommendations to others considering SysAid:** Very honest, reliable, and timely is very impotent supplier. Professionalism, expertise and Excellent service, extremely satisfied with the sales transaction and the customer service far exceeded my high expectations and request!!! Thank you for exceeding the typical customer service. It's very evident that this company cares and values their business. **What problems is SysAid solving and how is that benefiting you?** Helpdesk and user Support Process and Workflow Design Reporting and SLA Management IT Knowledge Management Self-Service/Request Fulfillment Change, Configuration and Release Incident and Problem Management ### 27. Peer Review 1 **Rating:** 2.5/5.0 stars **Reviewed by:** Michelle V. | Business Systems Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2022 **What do you like best about SysAid?** Ease of ticket creation for users and the ability to build out and/or add things we want. Reports are easy to run and customizations are pretty easy too when you want to add things but it's just learning it all that might take a little bit of time. **What do you dislike about SysAid?** Lack of help sometimes, when I contact the help desk there is so much back and forth that it's super wasteful of my time even trying to resolve issues. Lack of education on workflows. The videos out there aren't super helpful and don't explain step by step of what you need to do because after building a workflow you still have to create notifications etc and so more training would be great! Whether it's white papers published for people to retrieve, training videos with A LOT more detail and not so fast of running through things but rather keeping things simple would be great! **What problems is SysAid solving and how is that benefiting you?** People calling the help desk, it's a central resource for users and I've since been able to build out a facilities feature for those types of requests to be submitted for that team which they absolutely love! ### 28. Sysaid has been great for our business to help us stay organized and keep track of our assets **Rating:** 4.5/5.0 stars **Reviewed by:** Mo Y. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2023 **What do you like best about SysAid?** Asset management and incidents management and reports **What do you dislike about SysAid?** Sometime syncing takes a while for new assets to populate **What problems is SysAid solving and how is that benefiting you?** incidents and asset management **Official Response from Lindsay Bullock:** > Thank you for your review, Mo! ### 29. Intuitive and easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Arturo S. | Ingeniero de Soporte, Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2022 **What do you like best about SysAid?** Ease of finding all the information within a ticket, easy integration with other applications like TeamViewer. Unlike other services, SysAid maintains an intuitive order to ensure that the end user can be satisfied. **What do you dislike about SysAid?** Data extraction from the database is only performed by contacting SysAid personnel; sometimes it is necessary for statistical purposes. This information is only shared with the SysAid administrator of each instance. **Recommendations to others considering SysAid:** The tool is extremely intuitive, and the information and the order in which it can be presented is very useful. **What problems is SysAid solving and how is that benefiting you?** Inventory control, asset management, incident resolution, control of scheduled changes, analysis and resolution of known problems, documentation for unusual incidents. ### 30. Sysaid is a versatile product. The asset agent is really cool! **Rating:** 3.5/5.0 stars **Reviewed by:** Daniel Yoshi M. | IT Service Management Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** March 23, 2022 **What do you like best about SysAid?** The asset agent is probably the best feature. It is easy to receive tickets and close ticket. From the user Point of view, it allows them to eaist submit tickets. **What do you dislike about SysAid?** I do find it rather hard to create custom fields and personlization of the system. Did not feel comfortable with downloading and uploading an entire file. There **Recommendations to others considering SysAid:** Depends what the need it. SysAid is a really useful tool if we are looking at tracking inventory and stock.The good thing about this is that it allows you to install an agent on devices such as computers, servers that will auto track the amount if devices that are on the network. **What problems is SysAid solving and how is that benefiting you?** Customer care and asset mgmt. assets are a big deal to us and Sysaid is a great tool for this. With the sysaid agent, it helps us track devices that are being used currently. ### 31. Good tracking **Rating:** 4.5/5.0 stars **Reviewed by:** Greivin C. | Telecommunication engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2022 **What do you like best about SysAid?** the theme of the tickets, how they can be assigned to each administrator according to the theme **What do you dislike about SysAid?** The synchronization of RDS objects against the active directory tends to fail a little, but that synchronization is very necessary. **Recommendations to others considering SysAid:** start by being clear about what they are looking for in order to capture it in the system, since it is quite configurable **What problems is SysAid solving and how is that benefiting you?** information technology case tracking, support cases, the systems help desk ### 32. SysAid is great - Simplifies the work of IT **Rating:** 5.0/5.0 stars **Reviewed by:** Jorge Mario C. | Ingeniero de TI, Enterprise (> 1000 emp.) **Reviewed Date:** September 21, 2022 **What do you like best about SysAid?** They are very customizable. The end user experience is intuitive, easy to use and improves the management of the IT area. **What do you dislike about SysAid?** The wait with the theme of changes or news in other languages, especially Spanish **What problems is SysAid solving and how is that benefiting you?** Management and administration of requests to the IT area. Change management and problem handling ### 33. My great experience using Sysaid **Rating:** 5.0/5.0 stars **Reviewed by:** Andry C. | Technical Support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2022 **What do you like best about SysAid?** Ticket management is the most valuable feature that we are using. SysAid has a lot of features, but the automatization of the ticket is the best for us, and the knowledge base is another feature that we appreciate. **What do you dislike about SysAid?** The reports, because those have a limit in the view and we only can export until 1,000. We can use the reporting option but is easier the view. The BI analytics is not so friendly. **What problems is SysAid solving and how is that benefiting you?** We solve the escalation of tickets and the SLA agreement. With SysAid is easier to configure the escalation and routing rules. We are most productive and all the tickets have a solution. ### 34. SysAid Review **Rating:** 5.0/5.0 stars **Reviewed by:** Roman L. | Systems Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about SysAid?** I like how customizable this tool can be. I was able to configure the Routing and Escalation rules to automatically assign tickets to the correct tech. **What do you dislike about SysAid?** It's a pretty complex system, there are a lot of tools and features that I need to learn to take advantage of the full capabilities. **Recommendations to others considering SysAid:** Take full advantage of your implementation team. They are very knowledgeable and can help you get this product up and running exactly to your specifications. Be ready in advance with all of the features you would like to implement! **What problems is SysAid solving and how is that benefiting you?** Automatic assigning of tickets and/or groups is helping us maintain a good SLA ### 35. SysAid Review **Rating:** 5.0/5.0 stars **Reviewed by:** Ramona C. | Service Desk Manager, Enterprise (> 1000 emp.) **Reviewed Date:** September 22, 2022 **What do you like best about SysAid?** Easy to implement, customize and roll out to the end users **What do you dislike about SysAid?** Need more granular permissions for Administrator **What problems is SysAid solving and how is that benefiting you?** All incidents and requests are capture in sysaid application. We've turned off the emails and everything is captured in the tool. ### 36. SYSAID REVIEW **Rating:** 5.0/5.0 stars **Reviewed by:** LEVINIA ELINAM A. | GROUP SERVICEDESK ANALYST, Mid-Market (51-1000 emp.) **Reviewed Date:** December 12, 2022 **What do you like best about SysAid?** i LIKE THE ONTERFACE AND HOW IT INCORPORES DIFFERENT ITSM FUNCTIONS; I.E CHANGE, SERVICE DESK ETC **What do you dislike about SysAid?** The spooling of report is a bit cumbersome **What problems is SysAid solving and how is that benefiting you?** Help with our service managent activities, logging ticket, change etc ### 37. Flexible, stable, extendable, good solution **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about SysAid?** The end user interface is customizable and provides many ways to extend support to our user community, but the "google-style" search is the best. I've used BMC Footprints and this is so much faster than that product. **What do you dislike about SysAid?** Downside is that rollout requires a lot of thoughtful and engaged input from the service management team and really needs careful setup and a three month prior to install plan. **Recommendations to others considering SysAid:** Make sure you make plans to create a working group including tech support staff when you set this up - do not let one person be the sole decider. **What problems is SysAid solving and how is that benefiting you?** Asset management piece has helped us track current user environment while simultaneously rolling out new units. Being able to send end users a URL that takes them right to the right category is a blessing. ### 38. User Friendly and Functional **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2022 **What do you like best about SysAid?** My favorite feature of SysAid is Asset Management. **What do you dislike about SysAid?** Using the query builder to show installed software and versions on assets **What problems is SysAid solving and how is that benefiting you?** It helps our team by automating some of the end user requests ### 39. Excellent ITSM software but the patch management side of things needs work **Rating:** 4.5/5.0 stars **Reviewed by:** Shawn I. | Desktop Support Technician, Enterprise (> 1000 emp.) **Reviewed Date:** December 28, 2021 **What do you like best about SysAid?** Sysaid makes managing and escalating tickets very easy. The self service portal is user friendly and is easy for even the less techsavvy users to navigate. **What do you dislike about SysAid?** The patch management side of things needs work. It isn't really possible to send a single update (ie. High severity security patch) to all computers. **What problems is SysAid solving and how is that benefiting you?** We have just started using the asset management side of things but have been using the ticket management side for years. Sysaid is far more efficient than other ticketing systems I've used in the past. ### 40. Integrations, configurations and modules **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2022 **What do you like best about SysAid?** SysAid is highly configurable. From category based alerts, automatic escalations and assignments, to complex workflows and inventory management, SysAid has multiple configurations available. The learning curve is a little steep, but once implemented, you can engage your user community with out of the box third-party integrations like Teamviewer, Teams and others as well as fundamental integrations with email, text and Azure. **What do you dislike about SysAid?** As mentioned, the learning curve is a bit steep and the price of all the configurations is time spent on the console managing the templates, subtypes and workflows. Once you get the hang of it, the process is easier, but a drag and drop interface would go a long way to simplifying the process. **What problems is SysAid solving and how is that benefiting you?** Engaging our user community with an all-in-one communication, remote troubleshooting session, and inventory solution has made our internal processes more streamlined. We have also transitioned to SysAID as our Change Management tool which allows for instant CAB visibility for emergency changes and subsequent instant approvals. No more emails flying back and forth from implementers and approvers. It is all in one place for auditing and visibility. ### 41. SysAid Service is Fantastic! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2022 **What do you like best about SysAid?** The company I work for uses SysAid for ticketing PC issues and it improves my efficiency in assisting end-users and keeping a knowledge base up to date. We have been able to tweak items end-users see when submitting a ticket to help make things clearer to isolate that issue at hand so that IT can be successfully efficient! It can also track assets, which is nice but it can be expensive to add. **What do you dislike about SysAid?** The SysAid Agent service stops randomly and has to manually be restarted even with settings the recovery settings to restart the service it never works. **What problems is SysAid solving and how is that benefiting you?** I solve printing issues, PC updates, software issues, automation issues and much more. One nice feature is sending the user a response about the status or if I asked a question in the notes of the ticket the end-user receives an email to respond to the question at hand. ### 42. Honest opinion **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 01, 2022 **What do you like best about SysAid?** The most helpful thing about SysAid is that it can integrate into almost any system. SysAid is also very customizable that can meet almost all requirements, if not all needs. **What do you dislike about SysAid?** Sysaid can become very difficult and complex to use as it has so much customizable settings. The documentation on SysAid is on point but that also makes it time consuming to find answers. **What problems is SysAid solving and how is that benefiting you?** We needed a proper solution to track developers and everyday user incidents. SysAid has many solutions that can integrate with each other and automate some of the processes. It makes the workflow between the support and developer teams much more manageable. ### 43. A good IT Service Management tool **Rating:** 4.0/5.0 stars **Reviewed by:** Leonel Rolando L. | Administrador de aplicaciones, Enterprise (> 1000 emp.) **Reviewed Date:** June 19, 2018 **What do you like best about SysAid?** Easy to configure, very customisable, many ways to notify users, and integrable to another tools for analytics and scalability **What do you dislike about SysAid?** you cannot access all your info directly from database, also service request log table, there are many data that we could make up and get really valuable análisis, this year the cloud instance has a really low performance. **Recommendations to others considering SysAid:** They may have a clear roadmap about what they want to measure, register and analyze **What problems is SysAid solving and how is that benefiting you?** We now get centralized data from helpdesk and IT support, we can now anilyze and take actions, we have improved the time to solve issues, and a good track for service request. ### 44. Not the best, but can work for me **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2022 **What do you like best about SysAid?** the ability to configure sysaid and reporting capbilities **What do you dislike about SysAid?** not being able to introduce agile features **What problems is SysAid solving and how is that benefiting you?** ITSM Mangement ### 45. Sysaid is not only a HELPDESK. It's a standardized process **Rating:** 4.5/5.0 stars **Reviewed by:** Thilina W. | Manager - Functional Consulting, Enterprise (> 1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about SysAid?** Well, we are aligned with SysAid process. Instead of features, I would recommend using it as a process. then naturally you can experience features very well. Reports and Dashboards are very helpfull. **What do you dislike about SysAid?** If you are aligned with the Sysaid process, you will not be disappointed. **What problems is SysAid solving and how is that benefiting you?** ICT help desk 100% aligns with Sysaid. now we can track issues properly and analysis using reports and dashboards. Further, we are looking possibilities to use other functions as well ### 46. SysAid Implementation **Rating:** 4.0/5.0 stars **Reviewed by:** Brendan G. | Network Admin, Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2022 **What do you like best about SysAid?** We are still in our implementation of the software but all staff have been helpful and responsive. The software is extremely customizable and should allow us to do everything we need to! **What do you dislike about SysAid?** As I mentioned we are still in our implementation phase but we have so far only had issues with our email integration but have worked with support to resolve those. **What problems is SysAid solving and how is that benefiting you?** Again, we are still very early in our implementation but from what we are seeing Sysaid will help us in closing tickets where end-users have been unresponsive. We are coming from an in-house Spiceworks instance and are looking forward to many of the automation featuresl ### 47. SysAid is a great resource! **Rating:** 5.0/5.0 stars **Reviewed by:** Tracie R. | Network Anaylist, Enterprise (> 1000 emp.) **Reviewed Date:** March 23, 2022 **What do you like best about SysAid?** SysAid gives our staff a one-stop place to see their workload, to see any maintenance trends happening and to easily access the inventory resources on a system. **What do you dislike about SysAid?** There are times the scroll bar within the scroll bar is difficult to maneuver. **Recommendations to others considering SysAid:** I would recommend SysAid to any repair shop. The product is easy to configure to meet your needs and robust in the information it can provide. **What problems is SysAid solving and how is that benefiting you?** We are able to search older requests and view the results because of this database, thus cutting support time. We are also able to at a glance notice a trend if multiple users request the same support. ### 48. Useful for Communication **Rating:** 4.0/5.0 stars **Reviewed by:** Grace R. | Design Trainee, Enterprise (> 1000 emp.) **Reviewed Date:** December 17, 2021 **What do you like best about SysAid?** SysAid makes an excellent conduit for communication with the IT Department. We can also use email, but that takes time for the department to sift through. SysAid is easier for them because we can sort our problems, so it is easier to prioritize them. **What do you dislike about SysAid?** Sometimes it takes a while to contact IT using SysAid. If you mark your ticket urgent, it takes less time, but it still could take two days to hear back through SysAid. That is probably due to our IT department, not the software itself. **Recommendations to others considering SysAid:** If you need an efficient and effective way to communicate with your company's IT department, this is the software for you! The faster you can get your ticket to your department, the more efficient work your company can produce. **What problems is SysAid solving and how is that benefiting you?** SysAid is solving the problem of lost tickets by sorting and presenting IT Tickets in an organized and efficient way. It can help with productivity, and being able to mark things urgent - when they are - can help things get done faster. ### 49. Sysaid one of the best ITSM tools **Rating:** 4.0/5.0 stars **Reviewed by:** James P. | Database Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2022 **What do you like best about SysAid?** Interface and integration of different application modules and features **What do you dislike about SysAid?** Not being able to integrate with Microsoft Power Automate. **Recommendations to others considering SysAid:** SysAid is a great tool to have when it comes to efficiently handling incident-, change- and asset management. **What problems is SysAid solving and how is that benefiting you?** The main problem that Sysaid is solving for my company is the interaction with end-users. This benefits us in: better Response Time and an efficient way to handle incidents. ### 50. Excelent performance, great customization. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Enterprise (> 1000 emp.) **Reviewed Date:** September 16, 2022 **What do you like best about SysAid?** Excellent performance, very singular customization, all assets, tickets and patches in one console, **What do you dislike about SysAid?** it´s not a great disadvantage but, the singular customization is a lot of work to make it precise. **What problems is SysAid solving and how is that benefiting you?** it´s solving a very dificult administration of assets, ticket, patches that are all in different enviroments. ## 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=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-07+19%3A53%3A48+-0500&secure%5Bsession_id%5D=62ca975e-96f5-4354-94be-8c8652956cca&secure%5Btoken%5D=f26b296dff46cf3894f8b7f528d3e434cf860846adc6784da27064430593a055&format=llm_user) ## SysAid Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - 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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 - 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