Corus M.

Senior ICT Service Desk Technichian

Enterprise (> 1000 emp.)

11/14/2019

"SysAid ITSM Setup and Configuration"

4.5/5

What do you like best about SysAid?

The system is so easy to setup and configure without assistance from the vendor and anybody can install and configure it, as long as they know what the want to address with the system. In addition, it is possible to implement one module at the time, perfect it, then move to the next one. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Looking at how the system has been improved from the time we adopted it, I think the Password Self Service, can be equally improved so it has a fresh look and interphase as well. I also feel Password Self Service is one key feature which should in fact, be given priority as many tickets can be avoided by giving power to the users, to resolve password related issues by themselves, and leave the engineers to deal with more critical issues. Another problem I have with this feature, is the implementation of One Time Passcode, which most of the support team seem to know nothing about, and have been struggling to implement, but not getting any support, as the First Line Support team, seem to don't know about the feature. Review collected by and hosted on G2.com.

Recommendations to others considering SysAid:

If you are looking for a complete ITSM product at a very affordable price, SysAid is the product for you. The fact that you are able to request features which may not necessarily exist in a current version, and that feature can be developed for your, makes SysAid a product of choice. Review collected by and hosted on G2.com.

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

We come from a history where we have been using none ITIL or ITSM system, and with SysAid, we are able to slowly, but surely address the gaps which has existed over the years. We are not able to manage our incidents more accurately, including managing known problems, including Change Management, which has been impacting on our overall performance as an IT Team, where we have various sections working in isolations, including making changes, which in turn, impact in the whole IT Department. With Change Management in place and enforced, various sections are compelled to assess the impact of each change before the implement them. Review collected by and hosted on G2.com.

SysAid Reviews & Product Details

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.

Product Website

Seller

SysAid

Discussions

SysAid Community

Languages Supported

Arabic, Bulgarian, Catalan, Danish, German, Greek, English, Estonian, Finnish, French, Hebrew, Hindi, Croatian, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Thai, Turkish, Ukrainian, Urdu, Uzbek, Chinese (Simplified)

Overview by

Ami Shimkin (Director of Marketing at SysAid Technologies Ltd.)

Value at a Glance

Averages based on real user reviews.

Time to Implement

2 months

View More Pricing Information

SysAid Integrations

(31)

Verified by SysAid

SysAid Media

A consolidated fully customized, and easy-to-navigate view of the entire ticket queue to help admins resolve issues more effectively and more efficiently.

Delivering always-on, 24/7 service, this conversational self-service experience uses Generative AI to help employees work through issues by delivering answers based on what it has learned by absorbing your knowledge base articles, internal data, and ticket resolution history – as well as verified...

Admins can deep dive into the history and context of a ticket, quickly, with ticket journey filters, while reviewing a chronological, consolidated view of everything to help reach a resolution, faster – including all actions taken, all communications, an audit log, and employee sentiment througho...

With easy-to-use drag-and-drop capabilities, admins can customize and configure templates using the Template Designer, and add hints to guide end users while filling out relevant fields.

Gives the admin control over the quality of answers that the AI Chatbot provides, through the ability to edit and fine-tune the answers.

SysAid AI Agents empower IT teams with intelligence that thinks, learns, and acts securely. Designed to enhance—not override—your IT operations, they anticipate needs, make informed decisions, and adapt responsibly.

Experience AI Agents that adapt, learn, and take proactive action for your IT team.

Deliver exceptional service. Automagically.

SysAid Copilot - watch generative AI implemented into every element of service management

A comprehensive platform with generative AI baked into every element of service management, delivering exceptional service. Automagically.

Official Downloads

(5)

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Learn how Dornan Engineering streamlined support with SysAid Copilot and Microsoft Teams integration.

Learn how Survitec rolled out SysAid globally in under an hour of training—cutting licensing costs, enabling AI-powered features, and driving instant value with SysAid Copilot.

Learn how Polar Beverages saved 5 hours a day and boosted IT efficiency by 30–40% by adopting automation and increasing self-service portal usage 4x.

Learn how Queen’s University boosted IT productivity with smart automation—saving 380 hours annually and improving performance just 4 months after implementation.

Learn how Mission Health cut ticket handling time by 10–15 minutes, reduced MTTR by 10%, and now resolves 75% of requests the same day — all while seamlessly migrating to the cloud.

Interactive Demo

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Karyna M.

ICT Manager

Information Technology and Services

Small-Business (50 or fewer emp.)

2/1/2026

"Comprehensive IT Service Management with Easy Ticketing and Automation"

4.5/5

What do you like best about SysAid?

SysAid is competent and comprehensive in addressing most of the IT services issues, from asset management, service desk, help desk and others

The process of addressing tickets is easy, with straightforward tracking measures to make every stakeholder happy

SysAid has managed to provide automated process that streamlines most of the repetitive processes

The management of devices in our network is also consistently supported by this app Review collected by and hosted on G2.com.

What do you dislike about SysAid?

SysAid has advanced features and they all lead to extra learning processes to understand the configurations

The shooting of price is also problematic and this makes the licensing not attainable Review collected by and hosted on G2.com.

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

SysAid has significantly centralized most of the IT activities, those that entails customer help among others

The collective handling of tickets is another robust feature which helps in prioritizing and assigning of tickets

We organize all our IT assets from this app, helping us to have a clear visibility of their performance and dependability

We significantly improve the service levels from this app, guiding our performance by making consistent reports

The dashboard from SysAid is valuable and insightful, where tickets trends, the team performance among others are well included Review collected by and hosted on G2.com.

Ilaria C.

Marketing Manager

Design

Small-Business (50 or fewer emp.)

1/30/2026

"Outstanding Ticket Management and Asset Tracking with Smart AI Automation"

4.5/5

What do you like best about SysAid?

SysAid is outstanding in ticket management, and this guides IT team in addressing all requests seamlessly

SysAid is strategic in asset tracking, and this brings suitable relationships between services and assets to ensure perfect infrastructure visibility

SysAid is highly charged with AI and this incorporates automation to embrace visibility

The deployment guide from SysAid is more efficient and no stress in addressing any issues Review collected by and hosted on G2.com.

What do you dislike about SysAid?

SysAid is a software that needs some customization and training, which is a lengthy process

The interface that SysAid provides is largely outdated and it has some limitations Review collected by and hosted on G2.com.

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

SysAid is organized, and handles all IT services successfully with easy tracking

SysAid is efficient in matters issues resolutions and it streamlines communication between the management and customers

Complex IT Services and needs are largely automated and structured to bring uniform solutions

All operations that entails IT are visible and easy to track, helping a company to amplify performance Review collected by and hosted on G2.com.

Titus R.

IT Manager

Transportation/Trucking/Railroad

Small-Business (50 or fewer emp.)

1/30/2026

"Outstanding All-in-One Ticketing and IT Management with a Fast Self-Service Portal"

4.5/5

What do you like best about SysAid?

SysAid is outstanding in combining both customer help issues and other IT solutions without involving many tools

SysAid provides brilliant ticketing solutions and this involves providing the specific assistance to customers

The app identifies all devices, their effectiveness and it discovers problems that may appear

SysAid gives access of user self portal and this fasten most of the business needs Review collected by and hosted on G2.com.

What do you dislike about SysAid?

I don’t find the process of configuring advanced features easy and this discourage users

SysAid has basic reporting capabilities and this demands for more refined reporting Review collected by and hosted on G2.com.

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

AysAid organizes all the IT support and ensure all incidences and business activities are well managed

The tool creates sustainable assets tracking measures and this includes identifying any problems that may appear

The IT performance is also well captured by this app and we keep monitoring all the processes smoothly

The established self service portal for users brings smooth access and easy transaction Review collected by and hosted on G2.com.

Ifeoma E.

Operational Supervisor

Health, Wellness and Fitness

Mid-Market (51-1000 emp.)

10/23/2025

"Robust ITSM and Automation, But Remote Features Need Improvement"

4/5

What do you like best about SysAid?

SysAid has brilliant ITSM features that ensures assets are well managed and incidents are fully handled

Our workflow are largely automated by SysAid, for instance, call routing, ticketing, onboarding, among others

The establishment of a knowledge base rises the satisfaction of clients and this lowers the daily tasks of the help desk front-liners

All assets are fully tracked, and in case there are incidents, the software gives a guide on what to be done Review collected by and hosted on G2.com.

What do you dislike about SysAid?

SysAid remote features are sluggish and this also happens on mobile apps.

The support team takes a while to rectify bugs, which may result to email polling delays or occasional freezing of data or emails Review collected by and hosted on G2.com.

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

SysAid brings quality service delivery, from assets management to help desk, which are major components in successful business operations

The multiple repeat processes are highly customized and automated, to embrace time management and create efficient performance

We empower all team members in the company by offering them access to an informed knowledge base that foster their understanding Review collected by and hosted on G2.com.

Ander V.

Administrator IT

Small-Business (50 or fewer emp.)

11/27/2025

"SysAid has changed the way we work in IT"

5/5

What do you like best about SysAid?

Its integration capability with Microsoft, its technical support, and especially the ability to implement functionalities such as the mailbox, make it our daily tool and it is very easy to use. I also really like the chatbot and the new interface that give it a modern and refined touch. It is an easy-to-use tool for IT technicians. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The reports it generates do not meet current needs. Review collected by and hosted on G2.com.

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

SysAid has allowed us to organize our tickets, automate processes through workflows, and offer our employees a configurable self-service portal with internal resources. This has helped us reduce our resolution times by supporting users with a chatbot and through a knowledge base enriched by previous tickets. Review collected by and hosted on G2.com.

Gerald S.

Digital Marketer

Mid-Market (51-1000 emp.)

11/11/2025

"Effortless Ticket Management and Automation with SysAid"

4.5/5

What do you like best about SysAid?

First, I like the capabilities of SysAid when it comes to ticketing and ticket management - it automates the whole process therefore making followup on tickets easy,

It comes with features that supports self-service and this saves time and workload for the agents.

It supports customization and we have tailor made SysAid to meet our unique needs.

It comes with great automation and AI and we're able to automate manual tasks for efficiency. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The tool works without fail. We have used it successfully for a long time. The support team is prompt to help with any issues. Review collected by and hosted on G2.com.

Arturo S.

Global Information Security Manager

Enterprise (> 1000 emp.)

12/22/2025

"Efficient ITSM Solution with Room for Support Improvement"

5/5

What do you like best about SysAid?

I like SysAid because it has allowed us to implement processes like incidents, changes, problems, and asset management effectively. The dashboards give us better visibility into tickets, which has significantly improved our operations. We can prioritize services based on impact and urgency, identify root causes of incidents, and schedule changes more effectively, resulting in zero impact. Additionally, the initial setup of SysAid was transparent, and I am highly likely to recommend it, giving it a 10. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The support team must decrease response time and resolution time. It sometimes takes a lot of time to receive an update, which is frustrating. Review collected by and hosted on G2.com.

Josselyn D.

Analista de Soporte y Helpdesk

Mid-Market (51-1000 emp.)

8/13/2025

"Efficient and reliable tool"

5/5

What do you like best about SysAid?

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.

What do you dislike about SysAid?

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

Verified User in Non-Profit Organization Management

Mid-Market (51-1000 emp.)

10/29/2025

"Comprehensive Features and Stellar Support, with Ongoing UI Improvements"

4.5/5

What do you like best about SysAid?

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.

What do you dislike about SysAid?

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.

peter a.

Service Catalog, Asset and Configuration Analyst, Knowledge Manager

Mid-Market (51-1000 emp.)

12/6/2022

"SysAid a cost effective tool for ITSM"

5/5

What do you like best about SysAid?

SysAid is a cost effective ITSM tool compared to the most of the ITSM tools in the market. Overtime ticket logging in SysAid has been improved. I love the BI Analytics that has been implemented as it helps us track SLA's. I like the Copilot introduced, as it makes it ease to integrate with available knowledge sources to help user resolve issues quickly.

SysAid has a lovely customer support base. You receive good response on the chat and mails and when the level 1 cannot assist you are redirected to level2. The business managers we have engaged so far have also been wonderful.

I like the asset inventory of SysAid, you can at least also monitor the availability of the asset. And am excited about the current progress of developing the copilot to integrate with the Asset Inventory.

SysAid is easy to use and workflows are easy to customize with the help of the professional services. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The Knowledge database reporting is not exhaustive. Review collected by and hosted on G2.com.

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

SysAid has solved our Asset and Configuration requirement for Audit. Thanks to SysAid Knowledge management ,our organization has a central point for all knowledge including work arounds for know errors.

SysAid has been very effective in our ticket management and improved teams SLA's. Customer Xperienece has improved Review collected by and hosted on G2.com.