The G2 on SysAid

SysAid Pros and Cons: Top Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Top Pros or Advantages of SysAid

1. Ease of Use

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

See 40 mentions

See Related User Reviews

Jesse J.

Mid-Market (51-1000 emp.)

5.0/5

"SysAid review dealing with tickets and requests"

What do you like about SysAid?

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

Verified User

Small-Business (50 or fewer emp.)

4.5/5

"AMAZING SUPPORT"

What do you like about SysAid?

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

2. Customer Support

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

See 34 mentions

See Related User Reviews

Francisco M.

Small-Business (50 or fewer emp.)

5.0/5

"Automated Helpdesk - SysAid"

What do you like about SysAid?

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

Akosua K.

Mid-Market (51-1000 emp.)

5.0/5

"Sysaid Usage - A year Later"

What do you like about SysAid?

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

3. Features

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

See 26 mentions

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Simon M.

Mid-Market (51-1000 emp.)

4.5/5

"Swapping to SysAid was great."

What do you like about SysAid?

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

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"SysAid - A life Saver for Handling Tickets"

What do you like about SysAid?

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

4. Ticket Management

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

See 26 mentions

See Related User Reviews

Jesse J.

Mid-Market (51-1000 emp.)

5.0/5

"SysAid review dealing with tickets and requests"

What do you like about SysAid?

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

Verified User

Small-Business (50 or fewer emp.)

4.0/5

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

What do you like about SysAid?

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

5. Automation

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

See 24 mentions

See Related User Reviews

Verified User

Enterprise (> 1000 emp.)

4.0/5

"Sysaid Functionality and Support"

What do you like about SysAid?

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

Verified User

Enterprise (> 1000 emp.)

4.5/5

"SysAid Review: A Powerful and Versatile ITSM Solution"

What do you like about SysAid?

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

6. Customization

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

See 24 mentions

See Related User Reviews

Jesse J.

Mid-Market (51-1000 emp.)

5.0/5

"SysAid review dealing with tickets and requests"

What do you like about SysAid?

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

Francisco M.

Small-Business (50 or fewer emp.)

5.0/5

"Automated Helpdesk - SysAid"

What do you like about SysAid?

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

7. Integrations

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

See 24 mentions

See Related User Reviews

Simon M.

Mid-Market (51-1000 emp.)

4.5/5

"Swapping to SysAid was great."

What do you like about SysAid?

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

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"SysAid ROCKS!!!"

What do you like about SysAid?

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

8. Customizability

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

See 23 mentions

See Related User Reviews

Francisco M.

Small-Business (50 or fewer emp.)

5.0/5

"Automated Helpdesk - SysAid"

What do you like about SysAid?

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

Steven C.

Mid-Market (51-1000 emp.)

5.0/5

"Out of the box"

What do you like about SysAid?

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

Top Cons or Disadvantages of SysAid

1. Missing Features

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

See 15 mentions

See Related User Reviews

Hugo H.

Enterprise (> 1000 emp.)

4.5/5

"a very complete and easy to use application"

What do you dislike about SysAid?

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

Alec M.

Mid-Market (51-1000 emp.)

3.5/5

"Sysaid is good for keeping track"

What do you dislike about SysAid?

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

2. Steep Learning Curve

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

See 11 mentions

See Related User Reviews

Verified User

Mid-Market (51-1000 emp.)

4.0/5

"Honest opinion"

What do you dislike about SysAid?

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

Verified User

Enterprise (> 1000 emp.)

4.0/5

"Sysaid Functionality and Support"

What do you dislike about SysAid?

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

3. Limited Customization

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

See 10 mentions

See Related User Reviews

Verified User

Mid-Market (51-1000 emp.)

4.0/5

"Honest opinion"

What do you dislike about SysAid?

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

Verified User

Mid-Market (51-1000 emp.)

3.5/5

"Flexible Tool Which Ticks Lots Of Boxes"

What do you dislike about SysAid?

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

4. Ticketing Issues

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

See 10 mentions

See Related User Reviews

Verified User

Enterprise (> 1000 emp.)

4.0/5

"Versatile Helpdesk Tool"

What do you dislike about SysAid?

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

Steven C.

Mid-Market (51-1000 emp.)

5.0/5

"Out of the box"

What do you dislike about SysAid?

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

5. Clunky Interface

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

See 9 mentions

See Related User Reviews

Joel Jacob J.

Enterprise (> 1000 emp.)

4.5/5

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

What do you dislike about SysAid?

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

Verified User

Enterprise (> 1000 emp.)

4.0/5

"Versatile Helpdesk Tool"

What do you dislike about SysAid?

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

6. Limited Features

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

See 8 mentions

See Related User Reviews

Hugo H.

Enterprise (> 1000 emp.)

4.5/5

"a very complete and easy to use application"

What do you dislike about SysAid?

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

Alec M.

Mid-Market (51-1000 emp.)

3.5/5

"Sysaid is good for keeping track"

What do you dislike about SysAid?

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

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Benjamin A.

IT SERVICE DESK ANALYST

Enterprise (> 1000 emp.)

12/6/2022

"Effective ticket management tool"

4.5/5

What do you like best about SysAid?

The messaging or email options are suitable for communicating without going out of the application. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The chat console service is not user-friendly. Review collected by and hosted on G2.com.

Sergio S.

Head of Managed Services

Small-Business (50 or fewer emp.)

1/26/2021

"ITSM Software"

4.5/5

What do you like best about SysAid?

The best of this tool is the easiest way how we can deploy it. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

SLA Reporting could have a better development Review collected by and hosted on G2.com.

Vijayakumar M.

Servicedesk Lead

Enterprise (> 1000 emp.)

9/5/2024

"Wonderful Experience"

5/5

What do you like best about SysAid?

SysAid's ticketing system is highly flexible and easy to configure and customize Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Sysaid is highly helpful and we love it. Review collected by and hosted on G2.com.

Vicki A.

ITS Operation Supervisor

Mid-Market (51-1000 emp.)

9/10/2024

"Best Account Manager"

5/5

What do you like best about SysAid?

Ease of Use of the Self-Service Portal for our customers, our new Account Manager Naina Agarwal is great. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Event Log needs to be more descriptive, we need the ability to select all when reviewing the information in the Event Log. Review collected by and hosted on G2.com.

Dhayananth S.

Lead Operation

Mid-Market (51-1000 emp.)

9/11/2024

"A goto tool for Helpdesk"

5/5

What do you like best about SysAid?

The reporting, Dashboard and the customisation Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The way we responded to tickets via message can be more simpler because each time we need to search for the contact and select and paste as it eats up some time Review collected by and hosted on G2.com.

Verified User in Electrical/Electronic Manufacturing

Enterprise (> 1000 emp.)

11/22/2023

"Great ITSM System"

5/5

What do you like best about SysAid?

Having the combination of ticketing and asset management in one solution. AI Copilot is working amazing. Our IT admins and end users love using it and it has increased the success of self-service. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Some of the canned reporting could use a makeover. Review collected by and hosted on G2.com.

Alec M.

Information Technology Support Manager

Mid-Market (51-1000 emp.)

6/25/2024

"Sysaid is good for keeping track"

3.5/5

What do you like best about SysAid?

The fact that running a help desk can get overwhelming with calls and emails sysaid allows the team a bit of structure to keep track of all issues Review collected by and hosted on G2.com.

What do you dislike about SysAid?

If you don't have premium important features are not incorporated Review collected by and hosted on G2.com.

S C.

IT Anlayst

Computer & Network Security

Enterprise (> 1000 emp.)

11/30/2023

"SysAid has streamlined our IT processes, enhancing efficiency and simplifying management tasks."

4/5

What do you like best about SysAid?

SysAid's user-friendly interface and powerful remote access capabilities have significantly improved our IT support workflow. The comprehensive ticketing system and customizable dashboards provide a centralized and organized approach to issue tracking, contributing to a positive overall experience.

Also, The implementation process was smooth, ensuring a hassle-free onboarding experience.

We use SysAid regularly, and its efficiency has made it an integral part of our daily IT operations.

SysAid offers a rich set of features, particularly in remote access and Integration with other tools and systems has been straightforward, enhancing overall IT management. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The learning curve for some advanced features was a bit steep initially, with training and support resources, our team adapted quickly. The limitations in highly customized reporting are a minor drawback; however, the overall reporting functionality is robust. SysAid's customer support has been responsive and helpful bbut slow. Their technical terms can be confusing sometimes. Review collected by and hosted on G2.com.

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

SysAid's centralized ticketing system and powerful remote access capabilities enable our IT team to troubleshoot and resolve issues swiftly. TWhile minimizing downtime for end-users and contributing to increased productivity. SysAid's knowledge base and self-service portal empowers end-users to find solutions independently which also reduced the volume of support requests and fostered more self-sufficient user community. Review collected by and hosted on G2.com.

Akosua K.

Service Desk Analyst

Mid-Market (51-1000 emp.)

12/7/2022

"Sysaid Usage - A year Later"

5/5

What do you like best about SysAid?

Nearly a year following my initial review, I've had the opportunity to extensively integrate SysAid into my daily workflow. I've discovered that, while it continues to provide the same robust features, the SysAid team is commendably receptive to incorporating valuable new functionalities. The introduction of a query-answering bot and automated ticket logging is particularly noteworthy. I am hopeful that SysAid will consider granting users the ability to customize this bot to better align with the specific needs of our organization. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

While SysAid Helpdesk proves beneficial, the prolonged duration taken to deliver lasting solutions for significant issues becomes a notable concern. While I value their commitment to understanding raised issues thoroughly, the extended timeline often results in work accumulating and impacting productivity due to unresolved issues within the specified time frame. Review collected by and hosted on G2.com.

Masmi M.

Senior IT Executive

Mid-Market (51-1000 emp.)

12/6/2021

"SysAid Helpdesk"

4.5/5

What do you like best about SysAid?

We have used SysAid since 2008 to help us with Asset Management. Moving forward, SysAid has been the key element in our company to help us in our day-to-day job, and IT as a whole Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Sometimes SysAid does not work perfectly with Google Chrome especially when using My Desktop function. It works better in Firefox and I can't figure out what happened. Review collected by and hosted on G2.com.

Recommendations to others considering SysAid:

SysAid is one of the best Asset Management software in the market. You can also use SysAid to help your users remotely and with SysAid self-service portal, users can find what they need in no time. With SysAid you can have an overview of your company asset and managed them without any hassle. Review collected by and hosted on G2.com.

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

Asset Management has been much easier since we use SysAid. During the days that we use Excel to keep track our assets and then to go to each asset to collect data that was such a long and tedious process. Review collected by and hosted on G2.com.