--- 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: '2026-07-26' 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 value the **ease of use** of SysAid, enhancing efficiency in IT service management and support tasks. (33 reviews) - Users praise the **excellent customer support** from SysAid that enhances their ticket management and communication processes. (32 reviews) - Users commend SysAid's **automation features** for enhancing efficiency in ticket routing and improving response times. (27 reviews) - Users appreciate the **robust ITSM features** of SysAid, enabling efficient ticketing, asset tracking, and automated workflows. (26 reviews) - Users value the **efficient ticket management** in SysAid, enhancing service delivery and asset tracking seamlessly. (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 the **missing features** in SysAid limiting, especially regarding API functionality and reporting capabilities. (12 reviews) - Users experience a **steep learning curve** with SysAid due to complex setup and extensive customization options. (11 reviews) - Users find the **clunky interface** of SysAid challenging, affecting usability and efficiency in managing tasks. (9 reviews) - Users experience **poor customer support** with slow response and resolution times, leading to frustrating delays and unresolved issues. (9 reviews) - Users find the **complex setup** of SysAid challenging, with difficult configurations and unoptimized mobile performance hindering efficiency. (8 reviews) - Integration Issues (8 reviews) - Users find **limited customization** options frustrating, as professional support and advanced features are challenging to navigate. (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. SysAid a Great tool for a IT Department **Rating:** 5.0/5.0 stars **Reviewed by:** WILLIAM A. | IT MANAGER, Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2019 **What do you like best about SysAid?** For our department it is important to keep a good control of the requests of the users. SysAid has helped us in this management and be able to measure the efficiency and effectiveness **What do you dislike about SysAid?** I want SysAid could improve the communication of the devices with the local RD servers; at least in my case, usually lost connection. **Recommendations to others considering SysAid:** Testing the software is the best option to know if it applies to the needs of the IT department **What problems is SysAid solving and how is that benefiting you?** Better request control. Measure effectiveness and efficiency. Better management of Equipment. An easier way to create compliance indicators. ### 2. Excellent ITSM Product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2022 **What do you like best about SysAid?** We started with the asset management tool, and have now started moving into taking incidents and requests. Love the customization options. **What do you dislike about SysAid?** Admin portal look and design is aging, Improved dashboard designs is needed, and better filter options for admin views. Some limitations on the portal design too. **What problems is SysAid solving and how is that benefiting you?** We solved the issues with getting consistent necessary info for any tickets that are submitted such as contact information, location of the user, etc. ### 3. Great service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2022 **What do you like best about SysAid?** The interface is very easy to use. I used few other product but loved this product. I will suggest to my friends. **What do you dislike about SysAid?** not able to open multiple tabs but its fine. **What problems is SysAid solving and how is that benefiting you?** trying to track all my incidents. priorities. ### 4. Excellent ITSM application for driving exceptional service performance **Rating:** 4.5/5.0 stars **Reviewed by:** Onabowale Olufemi M. | Associate Director, Global IT Service Management (LATAM & EMEA), Enterprise (> 1000 emp.) **Reviewed Date:** October 12, 2021 **What do you like best about SysAid?** An extensive suite of modules supports most of the service management processes with backend automation workflow that is configurable and customizable to suit your specifc business needs/requirement, based on your unique operational context. **What do you dislike about SysAid?** Lack of a training/certification program. The discontinuation of the native mobile app which had reliability, UI & UX benefits, in favor of a browser based mobile app which may experience slow response/load times due to connectivity related issues. **What problems is SysAid solving and how is that benefiting you?** Integrated process management, e.g., between incident, request, problem, change, asset and service level management processes. Service orchestration feature to help process automation and solution delivery. Provision of an IT and Enterprise Service Portal for customer engagement and business productivity. ### 5. SYSAID REVIEW **Rating:** 5.0/5.0 stars **Reviewed by:** Malindi Mainza M. | Assistant Manager Core Applications, Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2022 **What do you like best about SysAid?** Sysaid makes managing and tracking user issues very simple. **What do you dislike about SysAid?** The user interface could be a bit more user friendly. **Recommendations to others considering SysAid:** You can't go wrong **What problems is SysAid solving and how is that benefiting you?** Ticket allocation among staff is much easier. ### 6. Great Helpdesk and Asset Management software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** December 03, 2021 **What do you like best about SysAid?** The software has a great helpdesk system. I am now using it for asset management which appears to be working great. The automation works great for deploying the software across an IP range or domain **What do you dislike about SysAid?** Sometimes it is difficult to know what format the fields should be when filling them in. Such as domain usernames require DOMAIN\USERNAME and other times dont require the DOMAIN part. **Recommendations to others considering SysAid:** This is a brilliant helpdesk tool and from what i can see so far is a great tool for asset management. **What problems is SysAid solving and how is that benefiting you?** I am using the Helpdesk software to use between two areas of the business, IT and building maintenance. The automation allows us to direct tickets to the correct person without touching the ticket before hand. ### 7. User friendly interface - strong customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Winners M. | Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** January 15, 2022 **What do you like best about SysAid?** Keeping a record of date & time spent on a project Updating customers on the recent updates Drawing report on the overall perfomance **What do you dislike about SysAid?** Some templates can be hard to find if you want to edit notifications **What problems is SysAid solving and how is that benefiting you?** Logging customers calls and keeping time spend on the report ### 8. SysAid Awesome Service **Rating:** 5.0/5.0 stars **Reviewed by:** Melvin L. | Customer Service and Sales Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** November 23, 2021 **What do you like best about SysAid?** I liked the way everything ran smoothly from the first sales meeting up to the onboarding process. The convenience of having a service representative communicate in a different language is a plus for me. **What do you dislike about SysAid?** Not much to dislike so far. Just the onboarding process takes a bit longer than expected. SysAid could improve this in the future by having a meeting right after the quote process. **Recommendations to others considering SysAid:** This service is an excellent solution for ticket service. Just be prepared to have time to spare for the onboarding process; it takes a while. **What problems is SysAid solving and how is that benefiting you?** We are solving an issue with a customer. They needed a ticketing service, and SysAid was the better option compared to others in the market. It helped the business performance by far. ### 9. There are some issues and we didn´t the correction after almost one year **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** November 25, 2021 **What do you like best about SysAid?** SysAid could help to get completed different tasks **What do you dislike about SysAid?** Sometimes to get support at the level 1is very hard, and we need to escalate the issue **Recommendations to others considering SysAid:** It is a powerful software, but be careful with the features that you need; when we did start using the SysAid, the MDM module was available, but this option has been stopped working **What problems is SysAid solving and how is that benefiting you?** We did implement the SysAid not only in the Service Request for end users, but we are also using at this moment to process IT Change Request in order we can control all internal IT activities that could have any impact. In addition, we used to monitoring some processes and services on servers and control the software that is installed through a "white list" ### 10. Good application Good Record management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** September 02, 2020 **What do you like best about SysAid?** Tracking of tickets/service record. Tracking of assets. Customization, sending alerts and email notification. **What do you dislike about SysAid?** It's pretty fine. The only thing is cloud base, that means if your internet is not good, the performance will be slow down. Should expand the max. numbers to view past records, now limited at 1000. **Recommendations to others considering SysAid:** Easy to use. Friendly user interface **What problems is SysAid solving and how is that benefiting you?** Prioritize tasks, floor support, and asset inventory tracking. ### 11. SYSAID a ITSM solution **Rating:** 4.5/5.0 stars **Reviewed by:** David P. | MSP - Director, Small-Business (50 or fewer emp.) **Reviewed Date:** November 23, 2021 **What do you like best about SysAid?** The user interface is great. Like that they can submit a ticket from the desktop with a screenshot or video. It allows the end-user control of submitting tickets. **What do you dislike about SysAid?** Putting in categories is cumbersom. There is no easy way to do it. Trying to figure out the sso single signon has been challenging. But once configures all works out ok. **What problems is SysAid solving and how is that benefiting you?** Common problems, like navigating a SharePoint site and permissions. Users being able to understand Office 365. Unterstanding Outlook rules. We have discovered end of life workstations. ### 12. ITIL compliant solution with easy-to-use self-service portal and impressive workflow management. **Rating:** 4.5/5.0 stars **Reviewed by:** Edward F. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 10, 2020 **What do you like best about SysAid?** ITIL compliance, workflow, self-service portal, pre- and post-implementation support as well as periodic use-case workshops, showcases and customer feed-back opportunities. **What do you dislike about SysAid?** The flexibility comes with a steep learning curve on some features, but the support and the end-result outweighs this. **Recommendations to others considering SysAid:** Have your ITIL processes and procedures in place (Service Catalog, SLAs etc). Greatly helps during the implementation process. **What problems is SysAid solving and how is that benefiting you?** The work-flow tools allows for online forms to capture the required data to complete requests and follow established approval processes. The self-service portal allows for capturing incidents and request even after-hours and eliminate mail-in requests and follow-ups to individuals instead of the ServiceDesk team. ### 13. Mediocre experience with this web based ticketing system **Rating:** 3.5/5.0 stars **Reviewed by:** Cheryl L. | IT Administrative Specialist , Mid-Market (51-1000 emp.) **Reviewed Date:** December 28, 2021 **What do you like best about SysAid?** I like that SysAid currently serves as a tool for multiple purposes for keeping track of equipment, service requests, and tickets for the Help Desk team. **What do you dislike about SysAid?** It is different than other web-based ticketing systems such as ManageEngine and ServiceNow. I prefer those more because it was easier for me to navigate multiple tickets at once. **What problems is SysAid solving and how is that benefiting you?** I am solving any licensing and software requests currently with SysAid. I have realized the benefit of using this tool is that it helps organize the requests assigned to the appropriate person on our team. It also helps us keep track of inventory and assets within our organization. ### 14. Very good customer care, very responsive IT support but there are a few options that are missing **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2021 **What do you like best about SysAid?** Customer care (including Customer Success Manager), IT responsiveness and readiness to find solutions. Possibility to integrate email boxes but also possibility to create incidents and request via self service portal **What do you dislike about SysAid?** There are not many possibilities to introduce more options. They are either paid or we need to wait a long time for them to be developed in the new version. It would be amazing if there were a possibility to change minor elements right away **What problems is SysAid solving and how is that benefiting you?** Thanks to SysAid we receive all requests (our daily work) in one place, therefore we don't have to search for them in many places, everything can be easily found and tracked ### 15. Great support staff! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2022 **What do you like best about SysAid?** I have liked the functionality of the site the most out of every aspect. **What do you dislike about SysAid?** I am not a fan of how difficult it is to create a workflow. **Recommendations to others considering SysAid:** Ask questions if you need help with the workflows. **What problems is SysAid solving and how is that benefiting you?** Email notifications were not sent correctly, from the workflow. It wasn't easy to explain, but the support technician I spoke to knew what I was talking about and helped me quickly. ### 16. SysAid: An essential ticketing tool **Rating:** 5.0/5.0 stars **Reviewed by:** MD E. | Technical Associate, Enterprise (> 1000 emp.) **Reviewed Date:** December 22, 2021 **What do you like best about SysAid?** SysAid is one of the best ticketing tools. The creation of Incident, Service requests, Change requests, Problem requests are straightforward. We can assign multiple incidents in one go. Closing incidents and Service requests are pretty straightforward. **What do you dislike about SysAid?** The major disadvantage of SysAid: when we assign multiple incidents of the same queue, it lands in some other queue. Auto logged out after some time. **What problems is SysAid solving and how is that benefiting you?** We have been using SysAid for the last three years. SysAid is integrated with Control-M and mainframe, so whenever anything unusual happens on Control-M, SysAid automatically creates an incident against it. So we assign the incident to the appropriate team. ### 17. Sys Admin **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2022 **What do you like best about SysAid?** Tickets are easy to create through email **What do you dislike about SysAid?** Loosening notes when trying to apply changes **Recommendations to others considering SysAid:** None off the top of my head **What problems is SysAid solving and how is that benefiting you?** Submitting tickets and lower calls ### 18. Best IT software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2022 **What do you like best about SysAid?** All the configurable options I like the asset management I like the IT ticket part of it No particular tool **What do you dislike about SysAid?** Can be a little complicated at first In don't think so everything works find **What problems is SysAid solving and how is that benefiting you?** Asset management ticket management work flow management ### 19. Great Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Enterprise (> 1000 emp.) **Reviewed Date:** March 23, 2022 **What do you like best about SysAid?** Support is quick to respond, and provide solutions. **What do you dislike about SysAid?** Support likes to work via email, I prefer phone support. **What problems is SysAid solving and how is that benefiting you?** Fixing end user issues is much better using a ticketing system rather than email. It keeps me on task and keeps things organized. ### 20. A Good Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2021 **What do you like best about SysAid?** The ease of use for both customers and Administrators **What do you dislike about SysAid?** The change management could be better, features could be more, the merge feature could be better, with a bigger company the ease of use gets harder, and there isn't a medium to add more than one agent to the ticket **Recommendations to others considering SysAid:** It's a great service desk that can be configured to fit the organizations need **What problems is SysAid solving and how is that benefiting you?** The incidents are really being able to categorize tickets properly and add different departments into the mix. benefits a=is really great customer support. ### 21. Good Services **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about SysAid?** It's the best IT service for the service desk I can handle. **What do you dislike about SysAid?** So far I have nothing that I don't like. **What problems is SysAid solving and how is that benefiting you?** The truth of the benefits that it has given me is the best management that exists for the resolution of tickets. ### 22. Review Sysaid cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** July 11, 2018 **What do you like best about SysAid?** the first thing to say about sysaid on cloud, its that you can use it wherever you are, just login and start administrating your assets, requests and incidents.- Also you have the cellphone app that give you more power to administrate your incidents an assets without having a laptop and that its pretty usefull if you work on terrain **What do you dislike about SysAid?** maybe what i dislike about sysaid is that you cant customize at least 2 reports for your information.- **Recommendations to others considering SysAid:** consider that with this you can do more things from it, than others kind of software. here you can manage the assets and many parameters for your it administration.- **What problems is SysAid solving and how is that benefiting you?** now i can remote control my assets, make my database of them, have a report of the incidents and requests and how they are solved; and also i can do a lot of report of many things.- ### 23. Could be improved **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** March 23, 2022 **What do you like best about SysAid?** I like that customer support is easily available, and that there's a live chat **What do you dislike about SysAid?** If there's something that you don't like, or want, or need to change, it's not possible without having to incur billable hours. The menus are confusing, simple things are hidden so deep. Every small change requires 10 minutes searching for it in the menus. **What problems is SysAid solving and how is that benefiting you?** The product isn't really solving any of the issues we have. ### 24. Good but needs work **Rating:** 4.0/5.0 stars **Reviewed by:** Majella B. | ICT Level 2/Senior Technical Support Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** March 04, 2022 **What do you like best about SysAid?** Request and asset management is very easier to work with and I like asset mgt **What do you dislike about SysAid?** Integration with autojoe needs work. It is not as easy as it first seemed **Recommendations to others considering SysAid:** Yes I would for value for money **What problems is SysAid solving and how is that benefiting you?** Process and service delivery ### 25. Great Customer-centric experience **Rating:** 5.0/5.0 stars **Reviewed by:** Adewale J. | Service Desk, Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** June 08, 2021 **What do you like best about SysAid?** Great customer experience Follow up with feedback Great experience on the platform Easy navigator **What do you dislike about SysAid?** I dislike nothing , as there was follow up ( Feedback) **Recommendations to others considering SysAid:** For a more extraordinary experience, you need to try the SysAid solution **What problems is SysAid solving and how is that benefiting you?** ITSM work tools, Incident Management, Request Fulfilment, Change Management, Service Level Management, Reporting. ### 26. Great User and Admin experience! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2021 **What do you like best about SysAid?** Simple to use, it is a very configurable tool, and you can effortlessly track your tickets. We use SysAid for everything from Requests to Problem Management and Configuration Management. **What do you dislike about SysAid?** Sometimes using customizable fields can be a little hard to learn how they work; they should offer an easier way to create and manage customizable fields, beyond that, a great tool. **What problems is SysAid solving and how is that benefiting you?** With SysAid, we have solved an issue regarding Service Desk; before that, we had no Service Desk service at all, so SysAid became an important factor for us when we decided to go for Service Desk ### 27. An Average Helpdesk System **Rating:** 4.0/5.0 stars **Reviewed by:** Naveed A. | Infrastructure Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2021 **What do you like best about SysAid?** Chat feature in sysaid is something really cool. Ticket organization is perfect. Entering time in ticket is really convenient. Assigning tickets to other colleagues is something sysaid stands out, really easy and understandable. Report generating feature of sysaid is admirable. We can generate tickets specific to offices and locations. and per IT professionals. **What do you dislike about SysAid?** Sysaid is slow. It's not efficient as compared to other helpdesk softwares out there. It takes time to process ticket status. There are not much options on escalating and classification of tickets. Attaching pictures to the tickets as a user is also not convenient. Viewing those images as an admin is a pain, they are not in orderly fashion. **Recommendations to others considering SysAid:** People can try sysaid. It works better with small IT teams. **What problems is SysAid solving and how is that benefiting you?** My company was using sysaid country wide as to provide centralize IT services to our users. It's better in a way that when someone submits ticket , notifications for that ticket and numbering is really easy to understand. Graphical representation in reports is good. It lets us understand how to align the tickets per user technically. ### 28. Good product that ticks a lot for the price, with a great team behind it to help when needed. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** October 12, 2021 **What do you like best about SysAid?** This product ticks a lot of boxes for us, Incident management, asset management, reporting. Help and support when needed too. **What do you dislike about SysAid?** For some users, there could be a lot of configuration if they have not done this before. The level of customization and personalization is almost endless. **Recommendations to others considering SysAid:** There could be a lot of effort required depending on your setup, but it is worth the effort. **What problems is SysAid solving and how is that benefiting you?** We were looking for a solution that would guarantee data location and add best practices as we go. The self-service portals and ability to split by category and customer have added to our platform. ### 29. The best plattform of help desk **Rating:** 5.0/5.0 stars **Reviewed by:** Edison M. | App Support IT, Mid-Market (51-1000 emp.) **Reviewed Date:** October 21, 2021 **What do you like best about SysAid?** I like the platform and the quick responses of the technicians, and above all, the follow-up of the cases is constant and fast **What do you dislike about SysAid?** Nothing is unique; everything meets what I like **Recommendations to others considering SysAid:** Definitely **What problems is SysAid solving and how is that benefiting you?** I have a problem with a custom notification that the end-user isn't received. With the personal of the SysAid, I solved this problem, and the user is happy. ### 30. great ticket system **Rating:** 5.0/5.0 stars **Reviewed by:** jun w. | consultant, Enterprise (> 1000 emp.) **Reviewed Date:** March 29, 2022 **What do you like best about SysAid?** easy to track activities, easy to export **What do you dislike about SysAid?** note fields too small. space between fields too wide **What problems is SysAid solving and how is that benefiting you?** NAV support ### 31. Easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Mark C. | Computer Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2022 **What do you like best about SysAid?** The functionality is simple and intuitive **What do you dislike about SysAid?** There is a lack of consistency in the layout of different ticket types **What problems is SysAid solving and how is that benefiting you?** Tracking issues ### 32. Sysaid review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Mining & Metals | Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2021 **What do you like best about SysAid?** Great categorization tools, highly customizable forms. Simple and friendly interface for the user. **What do you dislike about SysAid?** Doesn't have windows agent anymore, the installation using GPO can be challenging. The app for teams could use improvements, email automation, and report customization. **Recommendations to others considering SysAid:** I would highly recommend implementing SysAid if you have your procedures well documented. Otherwise, the implementation time could take longer. SysAid has great features that will help improve your service. **What problems is SysAid solving and how is that benefiting you?** Better visibility of tickets. Collaboration among the different countries where implemented SysAid. ### 33. Good value servicedesk software with basic asset information **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2021 **What do you like best about SysAid?** Sysaid is simple to use and was simple to get set up. Lots of useful features that can be customised quite well for emailing tickets into the system for example. Nice end user portal for ticket management. Good basic asset information. Quick to submit tickets. And also fairly easy to search up old tickets for looking back on past problems. Support is very good and they are quite responsive. **What do you dislike about SysAid?** Some unknown errors happen that seem to mysteriously resolve themselves, like email notifications stop on occasion, and asset info doesn't always seem to update in a timely manner. Some of the reports could be a bit easier to understand, although it is possible you can set up custom ones if you spend the time going through this. Another thing that sometimes breaks is the AD syncing through to Sysaid so new accounts stop appearing. The asset information is a little too basic and I've had problems with trying to report on different versions of software before and also trying to work out which version of Windows 10 people were on didn't seem to be possible. **What problems is SysAid solving and how is that benefiting you?** We are trying to make our processes as streamlined as possible so we're not spending too much time just filling in tickets etc. Being able to log and close a ticket straight away is a useful feature we have just set up, so we can have the tickets for reference purposes. We are also trying to keep an eye on asset information, this is quite an important area for us as it's the only software inventory we have so if we can be confident this is updating as it should then this will be a big benefit for us. ### 34. Great cloud solution with very good support **Rating:** 4.5/5.0 stars **Reviewed by:** Michael D. | Application Developer\Support, Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2021 **What do you like best about SysAid?** The customization options within the product are expansive and the system itself is very easy to use once you get the hang of it. Reporting is very detailed as well. The system is also very stable, I can't remember a time when the system actually went down in all the 3 plus years I've been administering the product. We've also had no issues whatsoever with communication lines with the support teams except for the toll free number, but that's a technical concern. Theyve also been very accommodating regarding certain additional functionalities we required, even to the point of implementing something they usually do not offer as part of their normal packages and support. Overall I would say a very nice and fully featured product. **What do you dislike about SysAid?** There's a quite steep learning curve when administering the solution. Some settings are not located in intuitive places. Bulk update functionality for user accounts can be improved. The toll free number doesn't work with extension numbers for Canada. **Recommendations to others considering SysAid:** SysAid may not be the most well known tool out in the market today, but in my own honest opinion I would suggest giving their free trial a try, and you might be pleasantly surprised. **What problems is SysAid solving and how is that benefiting you?** We needed an ITIL compliant ticket management tool for our external customers and onsite support engineers. SysAid was a very easy to implement, very easy to manage (due to the awesome support) and comparatively cheap solution to our needs. ### 35. A good product that needs to improve the user experience **Rating:** 3.5/5.0 stars **Reviewed by:** Dudi A. | Web Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2020 **What do you like best about SysAid?** The chat where you can send messages without talking directly to the employees. It's Makes proper management of all users' calls. There are capabilities for tools such as attaching files, sending emails on every reply when someone answers, etc. which helps greatly in calls management. **What do you dislike about SysAid?** The design is very cumbersome and not very clear, which causes user discomfort. Switching between the different tabs does not shows alerts when something is not saved. In the main screen, it's not clearly to find the calls that belong to you. **Recommendations to others considering SysAid:** In general, the software works good and provides the required using. There are some uncomfortable things: 1. The overall design needs improvement. 2. The user experience is not clear and sometimes you have to click a lot to get to the desired location. 3. Tab switching does not always go smoothly and sometimes information is lost. I would recommend that they do a comprehensive pre-use tutorial as well as good instruction for new users. That way they can use the software more easily and without the initial difficulty that is somewhat incomprehensible But again, Do the job **What problems is SysAid solving and how is that benefiting you?** The tool helps manage user calls much better. The tool provides chat capabilities between members of the organization without speaking to them directly, and the tool provides good readability capability including file attachments, evidence, etc. Within the team there is clear monitoring of everyone's tasks including current status for each mission ### 36. Fantastic product: Good price and great functionality **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2021 **What do you like best about SysAid?** Easy to use, great integration with Active Directory, great ticket system that is searchable, cmdb allowing us to keep on top of hardware and software inventory plus a self-service portal. **What do you dislike about SysAid?** Absolutely everything. I especially like that it allows me to concentrate on the big issues by taking care of the small stuff. **Recommendations to others considering SysAid:** It is an excellent product, and if you want to automate the process of logging tickets and providing a self-service portal, it is a great tool. **What problems is SysAid solving and how is that benefiting you?** With the CMDB function, I have been able to see what software and hardware is installed and have been able to tidy up an inherited Active Directory and have a searchable knowledge base. It has saved me a lot of time and provided a lot of information that helps me make informed decisions. ### 37. Sysaid Usage Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** August 21, 2018 **What do you like best about SysAid?** Concerning Sysaid, I like the overall integration of the various functions that the tool has and the ease of implementation and maintenance. **What do you dislike about SysAid?** Due to the location of their support techs, it can be challenging to work through support issues because of the time difference. **Recommendations to others considering SysAid:** I feel that it is a solid product and offers good functionality for a good price. **What problems is SysAid solving and how is that benefiting you?** We have solved, the integration of our IT operational functions through ticket tracking in a more complete manner utilizing a knowledge base, and a CMDB. ### 38. Excellent product **Rating:** 5.0/5.0 stars **Reviewed by:** Yaron S. | Senior Business Development Manager EMEA/APAC, Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2020 **What do you like best about SysAid?** Very easy to integrate into our existing solutions, the UI is easy to follow and understand, very happy **What do you dislike about SysAid?** All good so far, nothing negative to say at this stage **Recommendations to others considering SysAid:** Very good product, easy to implement, great support staff to assist with any integrations. **What problems is SysAid solving and how is that benefiting you?** many moving parts in the organisation and when new staff join we needed a way to automate and streamline the onboarding process ### 39. SysAid is the best helpdesk software on the market **Rating:** 5.0/5.0 stars **Reviewed by:** Jason B. | Information Technology Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** August 06, 2021 **What do you like best about SysAid?** Ease of use. Their support is top-notch! **What do you dislike about SysAid?** We have been using SysAid for many years and I can't think of any dislikes. **Recommendations to others considering SysAid:** If you need an entire helpdesk solution, Sysaid is the way to go. **What problems is SysAid solving and how is that benefiting you?** We use SysAid as our helpdesk ticketing system. The product is very reliable. ### 40. experience with SYSAID **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Maritime | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2021 **What do you like best about SysAid?** The ease of use of the tool is very easy and intuitive for end users, very aligned with ITIL **What do you dislike about SysAid?** The reports of each asset should be able to be modified **Recommendations to others considering SysAid:** Try the tool first; it is very easy to install and use; compared to other service desk tools SysAid makes it easier **What problems is SysAid solving and how is that benefiting you?** The management of incidents, requests, equipment inventory is better organized ### 41. Great and versatile tool... **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Enterprise (> 1000 emp.) **Reviewed Date:** October 17, 2019 **What do you like best about SysAid?** In our business SysAid it's a great tool that keeps us on track in our customer service. **What do you dislike about SysAid?** The level of complexity in the configuration sometimes is high **Recommendations to others considering SysAid:** If part of your business it's support, SysAid it's a great tool to consider **What problems is SysAid solving and how is that benefiting you?** Having thousands of users in different time zones, SysAid helps us to improve the response time and the follow up to every single Service Request that is submitted. ### 42. Amazing customer service! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2022 **What do you like best about SysAid?** It's a fully-featured solution for both asset tracking and ticketing systems, wouldn't be able to live without it **What do you dislike about SysAid?** The user interface is a bit outdated viisually. **What problems is SysAid solving and how is that benefiting you?** We've resolved the queuing for our ticketing systems, helping us re-center staff. ### 43. Sysaid - Help Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2018 **What do you like best about SysAid?** The ease of use, good layout, simple search and reliability. Easy to search tickets for auditors. We use the on-prem version and have been for over 12 years. **What do you dislike about SysAid?** Can't type comments directly in the Notes section, you have to click the Add Notes button and then add your comments. **What problems is SysAid solving and how is that benefiting you?** Sysaid solves our Help Desk issue. We rely on it for audits to show approvals of requests and to show work performed by different employees for employee reviews. ### 44. excellent and amazing service desk for the money you are paying **Rating:** 5.0/5.0 stars **Reviewed by:** Sankar M. | IT Help desk specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 04, 2021 **What do you like best about SysAid?** the easiness to use the application and compatibility to users and most importantly the mobile app to keep you posted regarding the tickets and asset management and patch management are most i like."We've been using SysAid for over 1 year onthe Cloud version. Implementation support was great, some of the newer features have a (somewhat steep) learning curve, but it is part of the flexibility. The new self-service portal was something we were really looking forward to. Besides this SysAid offers periodic online training and workshops where they showcase features, use cases and listen to the users." **What do you dislike about SysAid?** nothing to dislike in sysaid as we are using it from last one year.Can't say there's something I dislike about the product or the service. We have made some comments on the interface and the functionality and most to all of them have been included in subsequent version. They're open for improvement and listen to the customers. **Recommendations to others considering SysAid:** sysaid is not only a ticketing system it comes with a lot of benifits including asset management and patch management system.Drop old habits and comparison between this product and other products. I've been using ticketing systems for over years and have seen many that claimed ITIL compliance, but each has their own way of implementing and focus. What this product greatly banks on besides ITIL compliance is the feature of workflow and self-service, greatly aiding in the elimination of forms and providing the ability to follow a workflow process thru approvals to completion **What problems is SysAid solving and how is that benefiting you?** unlike all other ITSM sysaid keeps trac of your assets.We were doing great as far as incident (issue) registration goes (in an older version of the product), but were doing poorly on actual ITIL implementation. The implementation of the new version, as a project, enabled proper ITIL compliance. ### 45. SysAid **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about SysAid?** SysAid makes it easy to submit a ticket to your IT department if you are experiencing problems. **What do you dislike about SysAid?** I wish there were a way to use this if you can't get into your computer but have access to your phone. **What problems is SysAid solving and how is that benefiting you?** Benefits include rating your level of IT problems such as low, medium, high, and emergency. This is helpful for the IT department to help prioritize tickets. ### 46. Very intuitive and user-friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Terrell C. **Reviewed Date:** March 18, 2021 ### 47. Sysaid is extremely cost effective for a business plan! **Rating:** 3.5/5.0 stars **Reviewed by:** Myles G. | Information Technology Service Desk Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** December 10, 2020 **What do you like best about SysAid?** How cost effective it is towards the business need and the support you get a long the way. The balance of requests and incidents helps to aid the itil principles. **What do you dislike about SysAid?** Personally I would feel the email integration could be updated quite significantly but the team at sysaid help **What problems is SysAid solving and how is that benefiting you?** Putting multiple parts of the university and college in to a help desk environment. ### 48. easy system to use and configure **Rating:** 5.0/5.0 stars **Reviewed by:** Edgar V. | Gerente de Operaciones de TI, Enterprise (> 1000 emp.) **Reviewed Date:** March 01, 2021 **What do you like best about SysAid?** It is a very simple system to configure for IT and non-IT services, you can make automatic notifications, specialized workflows, generate reports, and create your own grids, templates, and specialized records. I like SysAid because we are applying it to non-IT activities and it is working wonderfully. The users noticed a big difference between sending an email and submitting a ticket through the user portal, which is personalized and has created a sense of belonging. **What do you dislike about SysAid?** some features like BI are only available with an additional license but even so it is not limiting **What problems is SysAid solving and how is that benefiting you?** mainly focusing on response times to the user, with Sysaid we resolved this point by notifying the user via email when the ticket is assigned to a support engineer and, depending on the priority matrix (aligned with ITIL), how long it will take, that is; the date and time when their ticket will be resolved, and they can also see the status of their request on the end-user portal. ### 49. Most attractive help desk software for ICT **Rating:** 5.0/5.0 stars **Reviewed by:** Cham S. | ICT Executive , Enterprise (> 1000 emp.) **Reviewed Date:** September 01, 2021 **What do you like best about SysAid?** The system is very user-friendly and very basic for end-users. Easy to understand and very powerful, this is increasing ICT department efficiency. Automate ticket system & ticket notifications knowledge base store are the main fetures. **What do you dislike about SysAid?** All the application features are superb. No dislike point to mention. **Recommendations to others considering SysAid:** Best application for ICT service desk Confidentially can remend this application to all **What problems is SysAid solving and how is that benefiting you?** Giving good support to track day to day service desk work End-user support can provide very efficiently Pending work can manage very easily Device Inventory system update Email notifications are receiving to both end-user and support engineers ### 50. A Service Management Tool that does anything you want **Rating:** 4.5/5.0 stars **Reviewed by:** Stuart M. | IS Service Delivery Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 01, 2021 **What do you like best about SysAid?** Out of the box ITIL functionality, completely customisable both in terms of user-facing visuals, and IT-facing configuration. Ability to add customisation for your own organisation in terms of fields, templates, processes, workflows and integrations. **What do you dislike about SysAid?** Older on-prem versions have a clunky interface for workflow design that's not as intuitive as the more up-to-date versions with WYSIWIG capabilities **What problems is SysAid solving and how is that benefiting you?** As well as using SysAid for an ITSM tool, we have non-IT teams in our main implementation (these non-IT teams interact with IT on a daily basis, so it was appropriate for their processes to run alongside IT's ones), which has meant that users benefit (indirectly) from a small shared-services approach and don't have to worry about who to contact for queries. In addition, we're expanding SysAid's use out to our HR team by using their complementary (and complimentary!) cloud-based Service Centre, allowing us to look towards moving into Enterprise Service Management. ## 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?open_modal_url=%2Fproducts%2Fsysaid%2Fwishlists%3Fhost_path%3D%252Fproducts%252Fsysaid%252Freviews&source=sticky_header_pin&page=6§ion=pricing&secure%5Bexpires_at%5D=2026-07-27+02%3A36%3A59+-0500&secure%5Bsession_id%5D=5a9b436a-f276-4a9e-821d-d2bd59aabd14&secure%5Btoken%5D=25e48afc191665f975655538f68ef5688ed3040e192d63a6704647f020ed4cf3&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) - 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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 - 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