I like SysAid's simplicity and its agentic approach to request and incident management. The agent embedded in SysAid helps in providing first-level resolution to often re-occurring issues, and the interface is simple to use, even for first-time users. Review collected by and hosted on G2.com.

There are instances of improper routing of tickets, and there are instances of tickets not reflecting in our queue, but it is reading on the servicedesk side of things. Review collected by and hosted on G2.com.

What I like most about Sysaid is how efficiently it handles ticket management. The layout is intuitive, the search function is fast, and it is easy to see a ticket's full history in one place. It helps me prioritise issues and work more smoothly. Review collected by and hosted on G2.com.

The main thing I dislike is that some parts of the interface feel a bit slow at times, especially when switching between ticket tabs. It still works well but a smoother experience for the user would make daily use even better. Review collected by and hosted on G2.com.

I like the ease of building flows and managing ITSM with SysAid. I also appreciate the freedom in building workflows and the ease of creating custom queues. Review collected by and hosted on G2.com.

The smartphone app is very basic and does not have all the features of the desktop version. Review collected by and hosted on G2.com.

The AI Agents are amazing, very helpful! Review collected by and hosted on G2.com.

No current Mobile solution, very frustrating. Review collected by and hosted on G2.com.

Easy to use and to configure. Simple, attractive GUI. Rich features. Strong AI agent capabilities. Review collected by and hosted on G2.com.

Limited ability to trigger events based on ticket life-cycle. Overall ticket workflow functionality could be enhanced to provide more capability Review collected by and hosted on G2.com.

1) I like that I can customize both incident and request templates, adapting them to the company's needs.

2) As an administrator, it is very easy to follow up on your assigned requests; the filters help you have better visibility.

3) As customer support, it allows us to have an effective interaction with the end user.

4) With my role as an administrator in SysAid, I found it easy to implement and give a new look to my self-service portal.

5) Frequency of Use: It is my daily work tool. It allows me to create and manage customized reports. I have been able to design dashboards with which I have greater visibility of the incidents handled by the technology department. Review collected by and hosted on G2.com.

Sometimes in the general settings, I have found it difficult to find certain options. Review collected by and hosted on G2.com.

SysAid offers a wide range of features that have helped us streamline many of our workflows, reduce the overhead associated with each ticket, and integrate numerous services from our previous ITSM system, often with improvements. During the implementation phase, the customer support we received was extremely helpful. We also had access to plenty of resources and documentation, which greatly assisted us in building out our new system. Review collected by and hosted on G2.com.

Some features on the website appear somewhat outdated compared to other parts of the portal. However, SysAid's roadmap is actively being updated, and we have seen significant improvements and many changes since we first started using their service. Review collected by and hosted on G2.com.

Automation improves efficiency

Self-service reduces IT workload Review collected by and hosted on G2.com.

Outdated user interface

Mobile experience limitations

upport inconsistency (user-reported) Review collected by and hosted on G2.com.

Easy to use and quick to onboard new users, Strong ticketing and incident management features Review collected by and hosted on G2.com.

Reporting and dashboards are limited/customisation is difficult Review collected by and hosted on G2.com.

The support I get from customer service rep.

The AI tools available.

Inclusion with development team on feature requests. Review collected by and hosted on G2.com.

Sometimes support will ask for information already provided or available for them to find in our environment, which causes longer resolution times. Review collected by and hosted on G2.com.