--- title: SysAid Reviews meta_title: 'SysAid Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 752 reviews by the users' company size, role or industry to find out how SysAid works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 752 scale: '5' date_modified: '2026-07-16' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # SysAid Reviews **Vendor:** SysAid **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.5/5.0 **Total Reviews:** 752 ## About SysAid SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. ## SysAid Pros & Cons **What users like:** - Users 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 experience with the support team. **Rating:** 5.0/5.0 stars **Reviewed by:** Ruben F. | Software engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 24, 2021 **What do you like best about SysAid?** The attention and patience to clarify our doubts **What do you dislike about SysAid?** I think the outdated guides in the help section and make the self-help options a bit more intuitive. **What problems is SysAid solving and how is that benefiting you?** How to use Teamviewer from SysAid and as a benefit it is to give better support to our users. ### 2. A platform that adds value to the IT help desk **Rating:** 5.0/5.0 stars **Reviewed by:** Dagoberto G. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2021 **What do you like best about SysAid?** The SYSAID team provides us with an excellent service, very timely in meeting the requirements we make to them and constantly communicating and providing feedback on new developments and functionalities. **What do you dislike about SysAid?** nothing, we are pleased with the functionalities **What problems is SysAid solving and how is that benefiting you?** SYSAID helps us organize the queue of incidents that users report to the help desk, with the information provided by SYSAID, we can efficiently manage problems ### 3. Excellent ITSM Tool for our Help Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Design | Small-Business (50 or fewer emp.) **Reviewed Date:** November 25, 2021 **What do you like best about SysAid?** Automation and the request approval workflows work very nicely. **What do you dislike about SysAid?** The User Interface needs improvement and it would be nice to customize the Self Service Portal **Recommendations to others considering SysAid:** Use SysAid its cost effective and easy to use! **What problems is SysAid solving and how is that benefiting you?** We are able to manage and improve our SLA's in the Service Desk ### 4. A Very Versatile Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Andre E. S. | Information Technology Office OperationsManager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 11, 2021 **What do you like best about SysAid?** There are many functions I am still learning about each day. One of the functions I like the most is the mobile scanning for assets. I also like the Self Service Portal as you can make several configuration changes on the fly. The admin settings feature for incident reporting is very customizable. In addition, so is the CMDB tool use for asset management and tracking. **What do you dislike about SysAid?** Some features are only available with the cloud version. Such as the mobile app scan. The on premises application is also a very powerful tool, but there are a few tools and features that can only be enabled with the Cloud version of the SysAid. **Recommendations to others considering SysAid:** I recommend that if you are looking for a tool to help you get started with managing your assets and tracking customer incidents, that SysAid will be a good tool to use. The dashboard is plainly laid out and easy to navigate. **What problems is SysAid solving and how is that benefiting you?** Hardware and Software Asset management and tracking for the agency. This organization did not have a proper asset management tracking tool, so SysAid has been implemented to solve this problem. With just under 500 employees, there are many hardware devices and software the needs to be accounted for and tracked. ### 5. Sysaid Review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Mechanical or Industrial Engineering | Enterprise (> 1000 emp.) **Reviewed Date:** December 01, 2021 **What do you like best about SysAid?** Sysaid can be customized to fit the needs of your support process, including esclalations, email notifications, etc. **What do you dislike about SysAid?** Changes at the global level can cause customizations to be useless, or removed altogether. **Recommendations to others considering SysAid:** Get organized before constructing ticket flows **What problems is SysAid solving and how is that benefiting you?** Support tracking, user/entity accountability, documented activity ### 6. SysAid ITSM **Rating:** 4.5/5.0 stars **Reviewed by:** Steve H. | Director of IT, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2021 **What do you like best about SysAid?** The ease of use of the website and application. The interface is well thought out and designed. They help us with IT ticketing and asset management. **What do you dislike about SysAid?** So far, there is nothing that we have seen that should be changed or altered. **What problems is SysAid solving and how is that benefiting you?** They help us manage our trouble ticketing platform as well as our asset management. Before we had SysASid, we were using spreadsheets and email. ### 7. User friendly and easily customizable **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2021 **What do you like best about SysAid?** The overall design can easily be changed as business changes happen. **What do you dislike about SysAid?** Nothing - it was a very positive experience **What problems is SysAid solving and how is that benefiting you?** Our customers now have eyes on their service tickets. They can see where the item is in the repair process and when it will be returned to them. ### 8. SysAid **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2021 **What do you like best about SysAid?** SysAid tool is ok overall Support at SysAid is helpful **What do you dislike about SysAid?** The admin UI is old and bulky Not intuitive when setting up Missing some key features **What problems is SysAid solving and how is that benefiting you?** Centralizing all IT related issues into a Helpdesk Keeping track of issues and identifying recurring issues ### 9. SysAid - Excellent Company **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** November 29, 2021 **What do you like best about SysAid?** Their responsiveness The chat is straightforward to use even when you have to transfer between techs **What do you dislike about SysAid?** Nothing - product is well designed and very easily adaptable to my role **What problems is SysAid solving and how is that benefiting you?** I use it for a ticketing system across multiple groups ### 10. Sysaid great ITIL software **Rating:** 4.5/5.0 stars **Reviewed by:** Mike V. | System administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 23, 2021 **What do you like best about SysAid?** Sysaid helps me keeping track of all tickets from our users and licenses of our software products. **What do you dislike about SysAid?** The Teamviewer add-on was extremely expensive. **Recommendations to others considering SysAid:** n/a **What problems is SysAid solving and how is that benefiting you?** Ticket system, asset management and reporting ### 11. A really good ITSM that delivers all it promises. **Rating:** 5.0/5.0 stars **Reviewed by:** Tim H. | Group IS Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** January 20, 2021 **What do you like best about SysAid?** After choosing Sysaid, the initial setup was easy. Sysaid offer loads of help to make sure you get up and running in the best, quickest way for your company. If you need them to do some of the configuration for them, they are happy to do it. If you want to do it yourself, they are more than happy to assist you. I did have to ask a couple of questions as I worked through the configuration. They were around the way we could do some things that were not standard requirements and they helped find ways to achieve our requirements through unusual configuration. The included workflow solution is amazing. I watched the launch and while speaking to a colleague, said " Nice, but I bet we can't afford to add it on." 10 minutes later they announced that it was a free feature for the version we bought. Support has always been excellent. Account management is also top notch. **What do you dislike about SysAid?** The only thing I wasn't hugely impressed with was the way emails were rendered in the tickets. It wasn't as "nice" as some other solutions. This has been improved recently. **What problems is SysAid solving and how is that benefiting you?** We needed a solution that was SaaS to allow overseas offices to work together to reach a dev team based in the UK. The MSP aspect allowed us to keep track of issues raised by customers while keeping queues tidy and free of tickets not relevant to different teams. ### 12. Great Tool for IT Help Desk Incidents and Requests **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2021 **What do you like best about SysAid?** SysAid has been our IT HelpDesk tool since 2016. We use the cloud version and it has been a stable and very useful application. All of my techs keep the "New Incidents" page open to identify and respond to new user requests. As they process through the various stages of an Active Ticket, the user gets an email of any Notes entered. It keeps my techs in line with the highest priorities and the users informed on their particular requests. They can also see all tickets entered by the user or by the asset. It helps identify trends for failing hardware. **What do you dislike about SysAid?** There is little to dislike about SysAid. You can easily learn the application, manage tickets, and report on metrics. **Recommendations to others considering SysAid:** Take advantage of the User Community. It has many scenarios of similar use that are very helpful. **What problems is SysAid solving and how is that benefiting you?** We have six team members in five U.S. States. It helps us identify user issues regardless of location and react in a timely manner. ### 13. Great Product for IT Tickets **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Civil Engineering | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2021 **What do you like best about SysAid?** I like the fact that we can make emails going to/from end-users look nicer; before they were pretty bland, and it wasn't easy to get users to find the information they were looking for, and they would delete it **What do you dislike about SysAid?** I feel like the knowledge base could be more user-friendly for the end-users, it kicks back to the old system, and it just loos disjointed. **What problems is SysAid solving and how is that benefiting you?** We are trying to track tickets via a system to understand patterns better and distribute the workload. ### 14. SysAid' has been an all encompassing helpdesk tool which has improved DSL's ITSM function. **Rating:** 5.0/5.0 stars **Reviewed by:** Chilombo K. | Manager - IT Operations & Managed Services, Small-Business (50 or fewer emp.) **Reviewed Date:** September 19, 2021 **What do you like best about SysAid?** Its highly customizable features and user friendly GUI. **What do you dislike about SysAid?** nothing.I am satisfied with the product. **What problems is SysAid solving and how is that benefiting you?** We can manage all end-user queries promptly and efficiently ### 15. SysAid **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about SysAid?** It's a very complete system, I like the interface and easy to learn to configure **What do you dislike about SysAid?** The chat function for end users is good but requires a little more attention **Recommendations to others considering SysAid:** It supports a lot of data and you can choose to keep the system in the cloud. It´s very easy for use. **What problems is SysAid solving and how is that benefiting you?** We have solved the order of requirements, check data easily. We have the system running in different countries. ### 16. Great product, Fantastic Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2021 **What do you like best about SysAid?** The IT/customer support is fantastic and quick to resolve any issues or misunderstandings **What do you dislike about SysAid?** The sales person advised things were possible that weren't that meant we need to change around our planned process to work **Recommendations to others considering SysAid:** Very happy with the product itself and, any issues or questions we had was quickly resolved **What problems is SysAid solving and how is that benefiting you?** Joint system to manage IT tickets, ability to view and remote into all assets ### 17. Very helpful and easy to use. **Rating:** 4.5/5.0 stars **Reviewed by:** Gianni Ludovic J. | Information Technology Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2021 **What do you like best about SysAid?** The responsiveness and support of dedicated team **What do you dislike about SysAid?** The limited time attributed for onboarding sessions **Recommendations to others considering SysAid:** Very helpful and easy to use **What problems is SysAid solving and how is that benefiting you?** Planning and ticket management. When it is automated and at the fingertips of users, it becomes easier to manage time and recurrent issues ### 18. Sysaid: Service Tickets and Tracking. **Rating:** 5.0/5.0 stars **Reviewed by:** Bebe M. | D, Mid-Market (51-1000 emp.) **Reviewed Date:** March 01, 2021 **What do you like best about SysAid?** I like being able to see our turn around time after someone puts in a ticket. I also like the fact, we can track how many times we have fixed the same issue. **What do you dislike about SysAid?** At this point and time, I don't dislike anything. **What problems is SysAid solving and how is that benefiting you?** We are able to track users through individuals user accounts and tickets. We assign tickets to the correct tech. support for their school. This makes us much more productive In the past there were too many emails not getting to the right person. When a ticket is closed you the recipient gets an email of what you did to fix the issue. It helps them in the future to fix their own issue if they can. ### 19. My experience using Sysaid **Rating:** 4.0/5.0 stars **Reviewed by:** Cristhian Alexander R. | ITSM Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** August 12, 2021 **What do you like best about SysAid?** The tool in terms of flow configuration of the different processes is quite easy to configure **What do you dislike about SysAid?** I would like it to be easier to make reports, that it was more agile **What problems is SysAid solving and how is that benefiting you?** IT service ticket management ### 20. SysAid Excellent Software **Rating:** 5.0/5.0 stars **Reviewed by:** Webster H. | Supervisor de Sistemas, Mid-Market (51-1000 emp.) **Reviewed Date:** August 13, 2021 **What do you like best about SysAid?** The facility about interaction is the best of this tool **What do you dislike about SysAid?** User interface could be better but I dont dislike really **Recommendations to others considering SysAid:** Integration with another database like SQL is critical **What problems is SysAid solving and how is that benefiting you?** Problems about process and flows ### 21. Easy Setup and Customizable with an Affordable Price! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** March 30, 2021 **What do you like best about SysAid?** SysAid is customizable to accommodate the early stages of implementing an ITSM system as well as fits the bill for that long term gate keeper. Easy to customize without requiring special development skills. **What do you dislike about SysAid?** My only complaint is the Remote Desktop application does not have that much functionality and we prefer using another product. **Recommendations to others considering SysAid:** Not considering price, SysAid had all the features that we were looking for in a "single pain of glass" without requiring separate applications for some of the items. Then after factoring in the price, SysAid was the clear winner. This application was considerably more affordable than some of the other ITSM platforms that we looked into. **What problems is SysAid solving and how is that benefiting you?** We have never tracked incoming tickets like SysAid has the capability of. We are very impressed with the customizability of the product and the reporting that it offers. ### 22. Sysaid ITSM Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Law Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2021 **What do you like best about SysAid?** Ease of use, SAS Based & SysAid support. **What do you dislike about SysAid?** HTML Templates could do with a redesign. **Recommendations to others considering SysAid:** think strongly about how you want your incident management process to work so that you get your workflows right from the very get go and speak to the Sysiad team, they are there to help, and we have found them incredibly supportive. **What problems is SysAid solving and how is that benefiting you?** Hugely improved incident management process incorporating problem management and soon-to-be change management. ### 23. Effective inter department work assignment & monitoring tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** July 18, 2021 **What do you like best about SysAid?** Selection of required categories made easy; WorkFlow can be tracked easily; Status-wise filters help monitor Tickets. **What do you dislike about SysAid?** Closed Ticket searching by anybody in future. **Recommendations to others considering SysAid:** It's a good product as an internal tracker of all assignments. **What problems is SysAid solving and how is that benefiting you?** * Work assignments to Team members made accessible through this SW * Supervisors can have a close watch over team members' Tasks * A knowledge base is now possible with types of issues being raised by team ### 24. Sysaid - From an IT perspective **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** October 07, 2021 **What do you like best about SysAid?** Sysaid is extremely customizable, with a great responsive team backing them up. **What do you dislike about SysAid?** not much for me to dislike, we chose sysaid based on the features we were looking for in a system like this. **What problems is SysAid solving and how is that benefiting you?** Ticket tracking, asset management ### 25. Smooth Renewal Process **Rating:** 5.0/5.0 stars **Reviewed by:** Lakshmi N. | IT Purchasing Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** September 29, 2021 **What do you like best about SysAid?** Everything was explained by email to smoothen the renewal process. It helped me to process the renewal fast **What do you dislike about SysAid?** Nothing I disliked. Keep up the good work **Recommendations to others considering SysAid:** Keep up the good work **What problems is SysAid solving and how is that benefiting you?** Easy tickets to raise and update the requests raised ### 26. Great Helpdesk system **Rating:** 4.5/5.0 stars **Reviewed by:** Dave C. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2020 **What do you like best about SysAid?** The implementation was straight forward for us and they are constantly adding improvements without changing the price which is great. Also the support and community is great, very quick to respond and escalate when needed. **What do you dislike about SysAid?** Some of the configuration elements are clunky, as are the intergrations, but the help from support and community is great. **Recommendations to others considering SysAid:** Get help from support when implementing as there are so many features available, that way you can make sure you are making the most of your investment. Consider what categories you need for the helpdesk and use as few as possible to make it easy for your end users to log the correct things. Adopt the self-service portal straight away, which will give users access to the FAQ’s as they are logging tickets which really helped our end users resolve there issues before getting to the team. **What problems is SysAid solving and how is that benefiting you?** We were using an unmanaged mailbox so couldn’t prioritise workloads properly or report on what was happening. As the company grew, we needed a way to manage the workloads and also keep the end users informed of what was going on, with an easy way to see the progress of their issue. We have been able to take this further using the automation tools to automatically assign and prioritise tickets based on the category which removed the need of someone manning the helpdesk and distributing tickets. We have also been able to utilise the FAQ section so that users can solve their own problems as they go to log a ticket reducing the workload on the team. ### 27. Great product for IT effiency **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2021 **What do you like best about SysAid?** SysAid is very easy to setup and use. It's also easy for the end-users since they just send an email. **What do you dislike about SysAid?** Nothing. The product is great and we've never had any issues. **Recommendations to others considering SysAid:** It was very easy to setup and deploy. There's a lot to be said for that! **What problems is SysAid solving and how is that benefiting you?** A standard helpdesk solution used company-wide. SysAid is much easier to use and track compared to relying on emails. ### 28. Excellent Value, Extremely Customizable **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** June 02, 2021 **What do you like best about SysAid?** I love the customizability, the flexibility, and overall usability. It's fast and easy to configure but infinitely able to be changed to meet new demands or use cases. The interface is exactly what techs want to use/see and provides the reporting capability for management. It also provides means for operations mangement and automated reminders. **What do you dislike about SysAid?** I suppose if I could provide some feedback on what could improve, the knowledgebase could use some design makeovers, but functionally, it works really well. **What problems is SysAid solving and how is that benefiting you?** IT Operations management/streamlining and documentation were always an issue. Workload balancing and resource allocation issues. Ticket management automations. ### 29. I've been very pleased with SysAid as an overall product. **Rating:** 4.5/5.0 stars **Reviewed by:** Ammon N. | Support Team Lead, Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2021 **What do you like best about SysAid?** SysAid has multiple ways to support our end-users and to manage requests for support from our IT team. I especially like the ability to customize our use of the system for our own purposes. Support has been extremely responsive and the amount of support and help with customization, and the amount of training available has been phenomenal. **What do you dislike about SysAid?** There are so many customizations, it's sometimes hard to know where to find something or how to do something. **What problems is SysAid solving and how is that benefiting you?** WE use SysAid to manage all requests from teammates about IT issues. It helps us keep track of requests for help with their hardware, software, and connectivity issues. ### 30. Decent **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** February 02, 2021 **What do you like best about SysAid?** Simplicity. Seems to do what we need and doesn't require much of a learning curve **What do you dislike about SysAid?** Nothing really. I think the interface is a little old looking but overall a good product. **Recommendations to others considering SysAid:** SysAid works if everything deploys smoothly. If it doesn't their technical staff if lacking the skill sets to solve the issue. If they can't solve the issue customer service seems to not want to respond. My recommendation is to look for other tools. It looks like from a technical perspective that SysAid has rested on the same platform for years. Instead of fixing and making their platform more modern and usable they have just created work arounds. This is pretty common with a software platform that doesn't have innovative leadership. There are other tools out there that I have discovered. I am starting to demo and test them. I will leave a good review for one of them if I have some success. Stay tuned. **What problems is SysAid solving and how is that benefiting you?** Just making sure we have a good help desk system ### 31. Great product and support for an enterprise service desk application **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2021 **What do you like best about SysAid?** Great app with many features, plus an A+++ support team when the need arises. **What do you dislike about SysAid?** Need better KB articles and menu placement **Recommendations to others considering SysAid:** This is an enterprise-level product that any company can use. The bells and whistles make this product super powerful. Their KB articles are hard to find what I need to do at times, but their support team is one of the best I've ever had the pleasure to deal with. **What problems is SysAid solving and how is that benefiting you?** True insights for our service desk, with tracking, SLA's and reporting. The ability to create our own KB articles for our users to browse. ### 32. happy sysaid camper **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** March 05, 2020 **What do you like best about SysAid?** Automation of processes, makes inter-dependent tasks easier to streamline **What do you dislike about SysAid?** training options could be more flexible, offer online training options. **Recommendations to others considering SysAid:** allow SysAid to view your processes and configure the product to best serve your needs **What problems is SysAid solving and how is that benefiting you?** allows us to measure our performance in serving our internal customers, allows us to respond to request with efficiency and accountability ### 33. My constructive Feedback to SysAid **Rating:** 4.0/5.0 stars **Reviewed by:** Manivannan R. | Senior IT Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** June 04, 2021 **What do you like best about SysAid?** Creating Workflows and managing trigger, there is some continuous development to the tool which **What do you dislike about SysAid?** Reporting and Dashboard I believe the basic things are missing, and there no facility of colliding all dashboards and downloading it **What problems is SysAid solving and how is that benefiting you?** We have made some valuable development to the internal process workflow. No team feels more systematic ### 34. Best Help Desk Software in the Biz!!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Architecture & Planning | Mid-Market (51-1000 emp.) **Reviewed Date:** August 17, 2021 **What do you like best about SysAid?** Their software and support are hands down the best! **What do you dislike about SysAid?** Knowledge base should be updated in their system when releasing updated versions. **Recommendations to others considering SysAid:** Best in the business! **What problems is SysAid solving and how is that benefiting you?** WorkFlows are easy and efficient. If I need to tweak something in our cloud system, i let them know and they help me handle it. ### 35. SysAid is best ITSM I've used **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2021 **What do you like best about SysAid?** The overall experience with SysAid has been great!!! Everyone is very helpful and assist with delivering a great toolset **What do you dislike about SysAid?** The tool has been customize and tailor to our company needs so there's nothing that I dislike **What problems is SysAid solving and how is that benefiting you?** Business process, onboarding/offboarding, asset management ### 36. Sysaid partnering with Allied Molded Products **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** March 05, 2020 **What do you like best about SysAid?** ease of deployment, monitoring, and reporting IT department improvements to business. **What do you dislike about SysAid?** software asset management is clunky and requires a fair amount of manual setup before polling assets for the software. **Recommendations to others considering SysAid:** Great system for improving communications and managing information technology business processes. **What problems is SysAid solving and how is that benefiting you?** completely managing technology processes for the business needs. ### 37. Why SysAid has no rival. **Rating:** 5.0/5.0 stars **Reviewed by:** Hunter B. | Technology Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** January 04, 2019 **What do you like best about SysAid?** The ease of not only configuration and deployment of SysAid, but also the ease which the end users are able to use it is wonderful. **What do you dislike about SysAid?** Some of the initial modules were difficult to understand, like in the areas of network scanning. **Recommendations to others considering SysAid:** No matter how small you think your organization is, it is never "too small" to use a help desk management suite. SysAid is going to help you organize your trouble-tickets, and allow you to build a database of good information to handle future issues. **What problems is SysAid solving and how is that benefiting you?** Business problems solved from the get go, was not having an inbox flooded with emails of people needing support. Also, the overlap of work was also eliminated, as you can see who actually has done the work. ### 38. Sysaid is one that facilitates IT management. **Rating:** 5.0/5.0 stars **Reviewed by:** Humberto C. | Sysadmin, Enterprise (> 1000 emp.) **Reviewed Date:** March 15, 2021 **What do you like best about SysAid?** In my experience with SysAid, it is a customizable tool for asset management, incident control, and IT department workflow. The processes that are used can be applied to any job. **What do you dislike about SysAid?** I would like a little more automation. For the attention of the service desk. **Recommendations to others considering SysAid:** It is a tool that facilitates all IT operations in your company. **What problems is SysAid solving and how is that benefiting you?** The problem of documenting IT tickets is solved. Knowledge is provided through the knowledge base, and workflows are designed according to the needs of the company. ### 39. Great product and service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2021 **What do you like best about SysAid?** The product and client solutions team are amazing **What do you dislike about SysAid?** I have not found aything I didn;t like yet. **What problems is SysAid solving and how is that benefiting you?** Automating ticket systems and the efficiency in which it does it. ### 40. Remarkable tool for running all operations smoothly **Rating:** 4.5/5.0 stars **Reviewed by:** Charis D. | Key Account Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 09, 2021 **What do you like best about SysAid?** This tool is helping me a lot in automating the key process by which I have got rid of the repetitive tasks. SysAid’s built-in asset management tools provide me an option to better secure my assets; it helps me to view and manage my assets directly from the service desk. I always have the idea about the access of certain team member thus; I find this platform very security concerned. **What do you dislike about SysAid?** It is doing a great job. Sometimes its customer support seems to be ineffective. Moreover I have faced some issues about its configuration, that was a bit difficult tough. In addition the analytics it provides also needs some improvement. **Recommendations to others considering SysAid:** This amazing tool will help you a lot in reducing your workload. It will help you a lot in saving precious time. It is available in various plans and you can choose the one accordingly. Firm my side it is highly recommended. **What problems is SysAid solving and how is that benefiting you?** Overall this is best tool. Further it has showed me a new way, where I manage the tickets and could reduce the complexities, because each ticket is already occupied with the necessary data, which I required. Moreover, it is very effective in terms of providing the details reporting and I would also like to appreciate its interface as well. Its KPIs are assisting me to better understand the IT performance. ### 41. Great customer service support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** January 07, 2021 **What do you like best about SysAid?** They listen to the customer's needs and ask for more information, so they have a better idea of our needs. They state the solution step by step and ask for confirmation if there is any other question regarding this request. They also follow up with you after some time and ensure that everything was alright as expected. **What do you dislike about SysAid?** It is a very powerful ISTM tool, but quite a bit of customization to get it perfect. It does take me some time to learn each future they offer and how you can combine them and make automation happen. I will have to request a training session to a better understanding of the future they offer. **Recommendations to others considering SysAid:** Outline all your need from this tool and customized together with them while deploying this ticket system. It is a very powerful ISTM tool, but quite a bit of customization to get it perfect. Their professional team is great, and they listen to your need very carefully. Without telling them what your organization needs in the first place. It would tough for them to help you customized the SysAid system for you but more generally for every organization instead. **What problems is SysAid solving and how is that benefiting you?** We are looking for a proper escalation process notification setup and rule set up to better drive our helpdesk process. We were not using all the future that SysAid has been an offer, and now is time to customized and make it works better for us. Therefore, I was asking for a proper timer setup, escalation notification setup, and other functionality of the SysAid. So I can combine all the future and tweak them for our needs. ### 42. Brilliant! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2021 **What do you like best about SysAid?** Ease of use and reliability. The support team have been amazing for us. The setup was also outstanding, and I loved our customer success manager. **What do you dislike about SysAid?** fiddly to extract specific data or ticket info **What problems is SysAid solving and how is that benefiting you?** All IT tickets within the organisation and Hardware requests. ### 43. We love the software it is technical support a little weak **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2021 **What do you like best about SysAid?** The software is easy to use and we like the fact it has a lot of features in the software **What do you dislike about SysAid?** Technical support and the way you have to set up notifications for low disk space **What problems is SysAid solving and how is that benefiting you?** the benefits of users being allowed to unlock reset their passwords is great ### 44. review Cindy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** November 29, 2021 **What do you like best about SysAid?** Ticketing system is easy to use e **What do you dislike about SysAid?** does't do certain things that a basic ticket system should **What problems is SysAid solving and how is that benefiting you?** just using as a ticketing system now ### 45. I would recommend **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2021 **What do you like best about SysAid?** The ease of use for the end-user and the versatility of the software **What do you dislike about SysAid?** The versatility of the software can be intimidating without a plan and guidance. **What problems is SysAid solving and how is that benefiting you?** SysAid is solving with managing end-user issues and better tracking the problems we face as a company. ### 46. Great Product. Highly Recommend. Excellent User Interface **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Relations | Enterprise (> 1000 emp.) **Reviewed Date:** June 10, 2021 **What do you like best about SysAid?** The ease of use, configuration and the ability to customize the product the way it works for my organization. **What do you dislike about SysAid?** The only negative I have is that I could not continue using the product under Linux OS. After version 17, connecting to a Oracle Database is no longer supported for Linux. I had to move the product to windows in order to continue using Oracle as our database. **What problems is SysAid solving and how is that benefiting you?** General IT Helpdesk issues. ### 47. SysAid ITSM Setup and Configuration **Rating:** 4.5/5.0 stars **Reviewed by:** Corus M. | Senior ICT Service Desk Technichian, Enterprise (> 1000 emp.) **Reviewed Date:** November 14, 2019 **What do you like best about SysAid?** The system is so easy to setup and configure without assistance from the vendor and anybody can install and configure it, as long as they know what the want to address with the system. In addition, it is possible to implement one module at the time, perfect it, then move to the next one. **What do you dislike about SysAid?** Looking at how the system has been improved from the time we adopted it, I think the Password Self Service, can be equally improved so it has a fresh look and interphase as well. I also feel Password Self Service is one key feature which should in fact, be given priority as many tickets can be avoided by giving power to the users, to resolve password related issues by themselves, and leave the engineers to deal with more critical issues. Another problem I have with this feature, is the implementation of One Time Passcode, which most of the support team seem to know nothing about, and have been struggling to implement, but not getting any support, as the First Line Support team, seem to don't know about the feature. **Recommendations to others considering SysAid:** If you are looking for a complete ITSM product at a very affordable price, SysAid is the product for you. The fact that you are able to request features which may not necessarily exist in a current version, and that feature can be developed for your, makes SysAid a product of choice. **What problems is SysAid solving and how is that benefiting you?** We come from a history where we have been using none ITIL or ITSM system, and with SysAid, we are able to slowly, but surely address the gaps which has existed over the years. We are not able to manage our incidents more accurately, including managing known problems, including Change Management, which has been impacting on our overall performance as an IT Team, where we have various sections working in isolations, including making changes, which in turn, impact in the whole IT Department. With Change Management in place and enforced, various sections are compelled to assess the impact of each change before the implement them. ### 48. SysAid Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** August 23, 2021 **What do you like best about SysAid?** Ease of Use, Integration with Assets and AD **What do you dislike about SysAid?** Small and Frequent Bugs, Complex Environment **Recommendations to others considering SysAid:** Great customer support **What problems is SysAid solving and how is that benefiting you?** We can manage all IT Incidents and Requests via one system. The benefits are interoperability. ### 49. SysAid - Excellent Product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 12, 2021 **What do you like best about SysAid?** Easy to deploy and onboard Users and Administrators. Also very customisable **What do you dislike about SysAid?** No IOS/ Android Apps available to install **What problems is SysAid solving and how is that benefiting you?** Quick and effective way for users and clients to log support tickets and keep track of the tickets logged. ### 50. Great Experiencs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2021 **What do you like best about SysAid?** Fits all our Service Desk requirements and more **What do you dislike about SysAid?** I haven't come across anything I dislike yet, and we are still new to the product **What problems is SysAid solving and how is that benefiting you?** Self-service portal and also reporting ## 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=7§ion=pricing&secure%5Bexpires_at%5D=2026-07-16+05%3A55%3A41+-0500&secure%5Bsession_id%5D=9571ffa7-52cc-4abb-869f-5d3324783edf&secure%5Btoken%5D=d80ad692fa7e1e693ec6bc48761e10a81ed3c6e2a070c3f4709d1ffeef3aa568&format=llm_user) ## SysAid Integrations - [Asana](https://www.g2.com/products/asana/reviews) - [Azure](https://www.g2.com/products/hopem-azure/reviews) - [Azure Portal](https://www.g2.com/products/azure-portal/reviews) - [CAS](https://www.g2.com/products/cas/reviews) - [Dialpad Support](https://www.g2.com/products/dialpad-support/reviews) - [Google](https://www.g2.com/products/google-google/reviews) - [Harvest](https://www.g2.com/products/harvest/reviews) - [Jotform](https://www.g2.com/products/jotform/reviews) - [Lansweeper](https://www.g2.com/products/lansweeper/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Entra ID](https://www.g2.com/products/microsoft-entra-id/reviews) - [Microsoft Intune Suite](https://www.g2.com/products/microsoft-intune-suite/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [New Relic](https://www.g2.com/products/new-relic/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [OneLogin](https://www.g2.com/products/onelogin/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Site24x7](https://www.g2.com/products/site24x7/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [TeamSupport](https://www.g2.com/products/teamsupport/reviews) - [TeamViewer](https://www.g2.com/products/teamviewer/reviews) - [Trello](https://www.g2.com/products/trello/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [Typeform](https://www.g2.com/products/typeform/reviews) - [Workato](https://www.g2.com/products/workato/reviews) - [Worksafe Management Systems](https://www.g2.com/products/worksafe-management-systems/reviews) - [YouCanBookMe](https://www.g2.com/products/youcanbookme/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) ## SysAid Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Functionality** - Artificial Intelligence - Machine Learning - Systems Monitoring **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Issue Resolution** - Root Cause Identification - Proactive Identification - Resolution Guidance **Generative AI** - AI Text Generation - AI Text Summarization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Management** - System Integration - Alerting - Reporting **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - AIOps Platforms** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top SysAid Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,291 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 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