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

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 - 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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Verified User in Computer Software

Mid-Market (51-1000 emp.)

11/28/2023

"Great Tool for Customer Management and Easy Ticket System"

5/5

What do you like best about SysAid?

The ease of creating tickets for the support team. The ability to review and monitor all activity for a customer and the ability to email through the system without providing a personal email address. The ability to have customizations (like we do) to monitor our hosting accounts with all hosting details. It's easy to update information for the support team by adding an activity to a ticket. There are many more features of the program that our support team use to monitor work done and the ability to track what each support tech has handled for the day. Great reporting with this software. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

I don't like that you cannot forward emails from customers. Once it's a ticket, you only get details. Review collected by and hosted on G2.com.

Johannes S.

Mid-Market (51-1000 emp.)

6/20/2023

"Great tool with outstanding support and service"

5/5

What do you like best about SysAid?

We have been SysAid clients for many years and still believe that the value for money, support level and service we receive from SysAid there is no better option currently in the market. The teams integation is a game changer for us. Workflow and Automantion of business processes have been a great Review collected by and hosted on G2.com.

What do you dislike about SysAid?

No native integration with WhatsApp for business. Review collected by and hosted on G2.com.

Verified User in Oil & Energy

Enterprise (> 1000 emp.)

5/29/2024

"SysAid Customer Review"

4/5

What do you like best about SysAid?

The support I get from the implementation team Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Frequest account rep changes can cause missed communication Review collected by and hosted on G2.com.

Verified User in Retail

Mid-Market (51-1000 emp.)

10/13/2023

"Good product with the features we need."

4/5

What do you like best about SysAid?

- MS Teams chat bot makes raising tickets very quick and easy

- ease of customisation

- browser based so accessible on any device, anywhere

- great customer support

- most of the time clicking into and out of tickets is fairly quick Review collected by and hosted on G2.com.

What do you dislike about SysAid?

- there are still a few bugs which have still to be resolved

- sometimes adding data can be time consuming as there are no shortcuts (eg: when adding routing rules you can only move 1 rule at a time and only 1 step up at a time). Review collected by and hosted on G2.com.

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

With the MS Teams chat bot our users are now happier to raise tickets as it's much easier than going to a portal, logging in, selecting catagories and then filling in details. We've found our users want the simplest, easiest solution which is to just use Teams.

We are now getting all tickets logged without having to ask users to do it. Review collected by and hosted on G2.com.

Verified User in Insurance

Mid-Market (51-1000 emp.)

3/26/2024

"Flexible Tool Which Ticks Lots Of Boxes"

3.5/5

What do you like best about SysAid?

Simple layout and useable ticket types out the box Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The Api needs to be updated to better use a restful api approach, custom fields are a pain to utilise. Maybe some connectors for logic apps / power automate would be useful for example Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

12/4/2023

"Versatile Helpdesk Tool"

4/5

What do you like best about SysAid?

The simple and straight forward customisation available to you, to make improvements or amendments to things such as ticket routing, escalation rules and changes to the appearance of templates used as part of the tool.

Customer support is readily available, we use email or chat. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The admin interface when messaging users within the ticket is displayed as a series of emails which you need to click into to read, this is time consuming and clunky, especially with multiple email communication. I understand Sysaid have been working on this.. Review collected by and hosted on G2.com.

David J.

Htg

Health, Wellness and Fitness

Enterprise (> 1000 emp.)

7/12/2023

""SysAid Review: A Comprehensive Solution for Service Management and Help Desk""

4.5/5

What do you like best about SysAid?

What I like best about SysAid is its comprehensive approach to service management and help desk. This platform offers a wide range of features and functionalities that make it easy to manage incidents, problems, changes, and IT assets. Additionally, its ability to automate processes, generate custom reports, and provide multichannel support are standout features. SysAid also stands out for its intuitive and user-friendly interface, making it easy for users to adopt and use. Overall, I find SysAid to be a complete and efficient tool for service management and help desk. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

While SysAid is a powerful and feature-rich tool, one aspect that some users may find challenging is the associated costs. It is logical to expect that a tool with such comprehensive capabilities and extensive support behind it would come with a financial investment. However, it is important to carefully evaluate the benefits and value that SysAid can bring to the organization, as it may offset the costs with increased efficiency and improvements in service management and help desk operations. Review collected by and hosted on G2.com.

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

Incident Management: SysAid helps streamline the handling of incidents, ensuring timely resolution and minimizing service disruptions.

Problem Management: It assists in identifying and addressing the root causes of recurring issues, reducing their impact on the organization.

Change Management: SysAid enables organizations to effectively manage and track changes to their IT infrastructure, minimizing risks and ensuring smooth transitions.

Asset Management: It provides a centralized system for tracking and managing IT assets, optimizing resource allocation and reducing unnecessary expenses.

Knowledge Management: SysAid facilitates the creation, sharing, and access to knowledge articles, empowering users to find answers to their queries and reducing reliance on support staff. Review collected by and hosted on G2.com.

Randall H.

Corporate Infrastructure Manager

Enterprise (> 1000 emp.)

8/31/2023

"Sysaid is a true Business Solution For All"

4.5/5

What do you like best about SysAid?

The Ticket Management. The robust ticketing system helps IT teams manage and prioritize incoming requests efficiently, ensuring that issues are resolved in a timely manner. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The Mobile App Functionality. While SysAid does provide a mobile app for on-the-go access, I have found the mobile app's functionality to be limited compared to the desktop version, making it less convenient for remote work scenarios. Review collected by and hosted on G2.com.

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

SysAid enables the IT team to efficiently track, prioritize, and resolve technical issues. This ensures that IT incidents and service requests are properly managed and addressed in a timely manner. It also helps in tracking hardware and software assets, managing inventory, and ensuring proper utilization of resources. This reduces the risk of over-spending and aids in effective resource planning. Review collected by and hosted on G2.com.

Keenan G.

Mid-Market (51-1000 emp.)

11/29/2023

"Sysaid Review"

4/5

What do you like best about SysAid?

Very simple to pick up and use daily. In-depth ticketing system and great asset manager. Simple to implement. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Definitely tailored to larger companies. A lot of functionality goes unused in smaller IT environments. Awkward customer support at times. Review collected by and hosted on G2.com.

Brian S.

AV Manager

Mid-Market (51-1000 emp.)

5/16/2024

"Not a Fan"

1/5

What do you like best about SysAid?

It does provide a reliable ticketing system Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Overly complicated, difficult to configure. Review collected by and hosted on G2.com.

Response from Liora Coberman of SysAid

edit

Thanks for reaching out and letting us know about the challenges you're facing with SysAid. We understand your frustration and want to get things running smoothly again as soon as possible.

Our support team is here to help! I've already notified them of your situation, and they'll be in touch shortly to walk you through some solutions that can make things easier.

We appreciate your patience and look forward to resolving this for you.