Vendor is on point, system is reliable, when we find a bug or need to adjust/customize some elements, sysaid delivers in short amount of time. We are also included in testing of new updates UI overhauls, additional products etc. Review collected by and hosted on G2.com.

Admin panel UI can be overwhelming, visually its not very intiutive until you get used to it, but on the other hand our solution is heavily customized sysaid system as we are robust (15k+ employees/sysaid users) Review collected by and hosted on G2.com.

User friendly design.

Easy to use.

Good connectivity between modules. Review collected by and hosted on G2.com.

Sometimes is created multiple tickets on one submitted issue. Review collected by and hosted on G2.com.

The way of managing tickets and the way AI is used, and especially how it learns Review collected by and hosted on G2.com.

When responding that the images look a bit small Review collected by and hosted on G2.com.

SysAid has been working so hard in the last 12 months to improve their interface and fix long term bugs and issues that have been present in the system for some time, they've been adding some amazing AI features starting with a basic chat bot for end-users, then a chat bot for admins and now agent AI tools to automate so many features.

The best part about SysAid though that has always kept me is their amazing support. It's never, ever let me down and available almost 24/7 Review collected by and hosted on G2.com.

The downsides are some of the clunky baked in features, for example the FAQ is unusable for end-users but great for adding knowledge to train the AI systems, the email notifications and workflows are quite difficult to master but when they do work, they work very well. Review collected by and hosted on G2.com.

The AI functions are vast and very useful

Ease of use is big for our customers, whether they be internal or external

Implementation was fast and to the point any questions we had were responded to within 1 or 2 days

Their Customer support team was fast to respond, and they take feedback and new functionality very fast

Integrations with Teams and AD were simple and clean, not a lot of trouble to complete and test

My team and I are using the app daily, and now, our internal users are very happy with the change Review collected by and hosted on G2.com.

It might be the Asset management part of the application, but it is based on our requirements not a bad thing on the application itself Review collected by and hosted on G2.com.

Self-service portal, AI chatbot and agent integration, clean user interface Review collected by and hosted on G2.com.

Unwieldy categorization and grouping. Maybe a better guidance or best practices in this area would help clients keep the problem in check. Review collected by and hosted on G2.com.

We are currently in the process of implementing SysAid ITSM and have been thoroughly impressed by its robust Ai and automation capabilities, as well as its integration potential across our systems. The SysAid team has been exceptionally knowledgeable, responsive, and easy to work with throughout the onboarding process.

We’re particularly excited about the Agentic Ai chatbots, which show great promise in enhancing the support experience for both our end users and IT engineers. Its potential to streamline interactions and reduce resolution times and the overall price is probably the main reason we chose SysAid. Review collected by and hosted on G2.com.

While the Ai and automation capabilities are undeniably powerful, they may significantly reduce the need for manual input. This shift, although beneficial in eliminating repetitive tasks, could impact the current roles that relied on those functions. The transition to a more automated environment may leave limited time for individuals to reskill or for organisations to redeploy staff effectively. To truly maximise the value of automation, it's essential that companies proactively support their teams through career development and strategic workforce planning especially if they are keen on keep their staff as we are. Review collected by and hosted on G2.com.

SysAid is being used as our internal support ticketing system with our tech services team. It does a great job of helping us build efficiency and tracking support for the team that is always facing capacity restraints due to number of requests. Review collected by and hosted on G2.com.

The only minimal downside I’ve experienced with SysAid is the email notification and response function can be duplicative and a bit clunky. Review collected by and hosted on G2.com.

The best thing about this is its easy to submit IT tickets. Review collected by and hosted on G2.com.

One thing i dislike about sysaid is the software is bit too slow Review collected by and hosted on G2.com.

The AI Feature. The ability to send tickets via email or by logging into the portal and the ease of use. Review collected by and hosted on G2.com.

The asset module could do with further enhancement Review collected by and hosted on G2.com.