G2

Barry Q.

MI Analyst

Mid-Market (51-1000 emp.)

5/18/2026

"Strong User Experience with Room for Developer Documentation Improvements"

4.5/5

What do you like best about SysAid?

What I personally like most has been the integration of the SysAid bot with Microsoft Teams. I am able to track the lifecycle of a ticket created from a familiar workspace. I do not have to switch tabs in order to follow up which I believe is very efficient for me. I am extremely satisfied with that experience.

I also appreciate the fact that in the developer documentation, each API has a ChatGPT and ClaudeAI embedding to assist with code review and further understanding. Absolutely brilliant.

Notifications on every stage of the ticket lifecycle helps to keep me informed of the progress and current status of my tickets Review collected by and hosted on G2.com.

What do you dislike about SysAid?

- In the developer documentation, there is a lack of a defined entity relationship diagram between each API/dataset clearly identifying primary and foreign keys.

- SysAid chat bot is unable to fetch a list of tickets older than the last 6 months. Interactions with the bot on Microsoft Teams are limited to tickets created in the last 6 months. In order for me to track some past tickets, it will involve heading to the portal and retrieving the information, which defeats 'my' purpose of efficiency. Review collected by and hosted on G2.com.

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

From an end-user perspective, SysAid is intuitive, easy to navigate, and user-friendly. The interface makes it simple to log support tickets and follow their progress through the entire lifecycle. I also appreciate the regular notifications and updates, which keep me informed about ticket status, approvals, and closures. The integration with Microsoft Teams through the SysAid bot is a major advantage, as it provides a convenient and efficient way to access the platform and interact with the service desk without needing to switch between tools. Overall, I’m satisfied with the user experience. Review collected by and hosted on G2.com.