# 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:** 747 ## 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 commend the **exceptional customer support** of SysAid, facilitating smooth transitions and enhancing overall user experience. (33 reviews) - Users appreciate the **ease of use** in SysAid, enhancing IT workflows and ensuring a smooth support experience. (33 reviews) - Users value SysAid's **automation features** for streamlining ticket management and enhancing response times significantly. (27 reviews) - Users appreciate the **robust ITSM features** of SysAid, enhancing incident management and service efficiency seamlessly. (26 reviews) - Users appreciate the **efficient ticket management** tools in SysAid, simplifying incident tracking and improving workflow. (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 hinder effective use and limit necessary integrations and capabilities. (12 reviews) - Users find the **steep learning curve** for SysAid's complex features and setup process challenging, especially for first-time use. (11 reviews) - Users find the **clunky interface** of SysAid outdated and frustrating, hindering their overall experience and efficiency. (9 reviews) - Users find **limited customization** of dashboard charts and UI frustrating, impacting their overall experience with SysAid. (9 reviews) - Users are frustrated by **poor customer support** , with slow response and resolution times hindering their experience. (9 reviews) - Users find the **complex setup** of SysAid challenging, making configuration and navigation quite cumbersome. (8 reviews) - Integration Issues (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 cost effective tool for ITSM **Rating:** 5.0/5.0 stars **Reviewed by:** peter a. | Service Catalog, Asset and Configuration Analyst, Knowledge Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2022 **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. **What do you dislike about SysAid?** The Knowledge database reporting is not exhaustive. **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 ### 2. The chatbot, AI, and license management stand out in the SysAid experience **Rating:** 4.5/5.0 stars **Reviewed by:** Ander V. | Computer technician, Small-Business (50 or fewer emp.) **Reviewed Date:** August 30, 2021 **What do you like best about SysAid?** Currently, we are continuously improving our internal AI chatbot within SysAid by feeding our datapool on a daily basis. This is making a real impact on our IT team, as the knowledge base keeps growing and allows us to resolve common incidents and service requests much faster. In addition to that, SysAid helps us manage software licenses and gives us clear visibility of our actual annual costs, which is very useful for tracking upcoming renewals. On the other hand, we would like to see improvements in the reporting area. The interface there feels more basic compared to the rest of the platform and doesn’t offer the same level of depth as other sections. That said, we are really looking forward to seeing how the new Connect module evolves. **What do you dislike about SysAid?** On the other hand, we would like to see improvements to the internal reports, as the interface is more basic compared to the other menus offered by the tool **What problems is SysAid solving and how is that benefiting you?** In our case, SysAid helps us manage all of the company’s incident management, as well as automatically managing onboarding and offboarding processes through rules, keeping track of asset monitoring, and managing software updates for those assets. We were also impressed by SysAid’s ability to integrate with our Active Directory thanks to its Azure integrations. We are currently refining the AI chatbot within SysAid internally by feeding our data pool daily, which makes tasks easier for our IT team as the knowledge base grows larger every day and enables us to resolve common incidents and requests more quickly. In addition to all this, SysAid allows us to manage software licenses and view our actual annual spending, alerting us to upcoming renewals. ### 3. Effective ticket management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Benjamin A. | IT SERVICE DESK ANALYST, Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2022 **What do you like best about SysAid?** As our main service management tool, one of the best things I like about SysAid is the ease of integration and support given by the SysAid team during such processes. Currently, one can initiate a MS Teams chat directly from SysAid and this makes it easier when a resolver wants to engage a requester. **What do you dislike about SysAid?** Creation of advanced reports are nearly impossible making one resort to the use of Power BI for such reports. There is a need to move from the usual raw data spooled from SysAid to a more advanced reporting that gives breakdown of data, trends and attractive displays. **What problems is SysAid solving and how is that benefiting you?** Real time tracking of incidents from our ticket monitoring dashboard helps us get such incidents resolved early. ### 4. SysAid’s Intuitive Automation and Built-In ITAM Boost Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2026 **What do you like best about SysAid?** The standout feature of SysAid is the agility of its automation engine. Unlike other enterprise tools that require a steep technical learning curve, SysAid allows us to configure routing rules and logical workflows very intuitively. The ability to have IT Asset Management (ITAM) natively integrated into the ticketing system is a true game-changer. It allows our team to diagnose hardware or software issues without switching consoles, which significantly accelerates our technical response time and improves overall efficiency. **What do you dislike about SysAid?** While the platform is extremely robust, the administrative interface has maintained a somewhat traditional design that could benefit from a more modern, 'cleaner' UI update. Additionally, while the reporting is deep and granular, building highly complex custom reports requires an initial time investment to fully master the available variables. **What problems is SysAid solving and how is that benefiting you?** We are primarily solving the fragmentation of information. Previously, our inventory and ticketing data lived in separate silos; with SysAid, we have centralized the entire asset ecosystem. This has benefited us by reducing the Tier 1 operational load through the Self-Service Portal, allowing my engineers to focus on more strategic infrastructure projects. Furthermore, the visibility we now have over license compliance and warranty lifecycles has greatly improved our annual budget planning and audit readiness. ### 5. Streamlined IT Support with powerful Automation and AI Assistance **Rating:** 5.0/5.0 stars **Reviewed by:** Kofi A. | Service Desk Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 13, 2024 **What do you like best about SysAid?** SysAid has a user-friendly interface that enables our IT teams to handle incidents and requests efficiently. Also, the built-in automation minimizes repetitive tasks and accelerates response times making day to day support smoother **What do you dislike about SysAid?** Most of the reports still need some customization, and that can be a little tedious to manage. **What problems is SysAid solving and how is that benefiting you?** The workflows in SysAid have been a huge time-saver for us, since they automate approval chains that used to be handled manually. The AI Chatbot has also improved the user request experience and helped reduce our ticket volume by 50%. Integrations with tools like Microsoft Teams, Azure AD, and SharePoint also help centralize support tasks and keep everything more streamlined. ### 6. Improves Quality Systems Support & Efficiency in Compliance **Rating:** 4.5/5.0 stars **Reviewed by:** Lina V. | Quality Analyst , Food Production, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2026 **What do you like best about SysAid?** The reporting and analytics tool from SysAid help in monitoring recurrent system problems while tracking service efficiency. These capabilities the making of enhances data-driven quality improvement decisions The tools automation features help to streamline routing of tickets, approvals and the escalation process and this eliminates the many manual follow up at the same time improving response duration in handling quality associated system problems The centralized ticket and issue management enables my team to track and resolve any system related issues that impact the compliance software, quality control tools and production monitoring systems. **What do you dislike about SysAid?** There is lack of transparency in the tools pricing as detailed costs are hidden from public Automation, configuration of workflows and integration need extra set up time and training **What problems is SysAid solving and how is that benefiting you?** It helps maintain compliance and system reliability by tracking updates, patches and software licenses for enhanced quality management systems to stay compliant with the existing regulations It improves issue tracking by centralizing system associated reporting It helps enhance cross department collaboration by improving the communication between IT, production and QA departments in a centralized service request management It’s reporting and analytics feature help in identification of recurring issues at the same time support improvements for quality assurance opt ### 7. Easy and agile ticketing, with AI and fast technical support **Rating:** 4.0/5.0 stars **Reviewed by:** Paula C. | COMERCIAL, Small-Business (50 or fewer emp.) **Reviewed Date:** April 17, 2026 **What do you like best about SysAid?** What I like the most is the easy and useful way to use the tool. Additionally, it helps me a lot when clients generate tickets and allows me to solve them quickly and efficiently. Another important point to highlight is the incorporation of AI, as it greatly facilitates the use of the tool for both me and my colleagues. Another advantage is the technical support, which is very fast and effective in solving problems. When integrating it with my operating system, it was a very simple process that did not require much management time from the technicians or the people using the program. Finally, we chose this system because it offered the best services at a very competitive price. And the final point is that by making the ticketing task so much easier for us, it generates better performance in the company when managing problems, as it is very fast and agile during a high workload. **What do you dislike about SysAid?** Mainly, what I don't like about this tool is that it requires several integrations for the experience to be 100% complete, which increases the cost. Additionally, for large companies, it is a less robust software (this is not our case since we are a small/medium company), but when working with other clients and ensuring they know how to use it, it is not always the best. **What problems is SysAid solving and how is that benefiting you?** Managing licenses like ticket management greatly benefits the speed of response to customers. ### 8. SysAid centralizes incidents and automates workflows for more efficient IT **Rating:** 4.0/5.0 stars **Reviewed by:** David J. | IT manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about SysAid?** What I value most about SysAid is its ability to centralize the management of incidents, changes, and assets on a single platform. The automation of workflows and rules significantly reduces the time spent on repetitive tasks, improving the efficiency of the IT team. **What do you dislike about SysAid?** The costs are high, but it greatly improves efficiency. **What problems is SysAid solving and how is that benefiting you?** With SysAid, we have centralized all management into a single platform, which allows us to have complete traceability of each ticket, automate assignments, and reduce manual errors. This translates into a significant reduction in resolution times and a clear improvement in team organization. ### 9. Efficient ITSM Solution with Room for Support Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Arturo S. | Global Information Security Manager, Enterprise (> 1000 emp.) **Reviewed Date:** December 22, 2025 **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. **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. **What problems is SysAid solving and how is that benefiting you?** SysAid enhances visibility into our Help Desk operations, improves end-user service perception, and upgrades existing systems. It helps prioritize services and effectively schedule changes, resulting in zero impact. ### 10. Automate tasks and streamline incidents with good ROI and expanding integrations **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consulting | Small-Business (50 or fewer emp.) **Reviewed Date:** April 15, 2026 **What do you like best about SysAid?** What I like the most is how AI allows different tasks to be automated for the tool's agents. It is very useful for resolving a large volume of incidents from the self-service portal, thanks to the ease of feeding the knowledge base. Integrations with other tools are also being expanded, which improves performance. The interface is better in its Spaces version. The support levels are adequate and the ROI is good for mid-market companies. **What do you dislike about SysAid?** The reports must improve as they do not allow for great customization. **What problems is SysAid solving and how is that benefiting you?** It allows managing assets and processing incidents in my organization, optimizing all processes. Personally, it helps me manage Onboarding thanks to the workflows we have defined. ## 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/sysaid-review-4515571?section=pricing&secure%5Bexpires_at%5D=2026-05-27+21%3A29%3A17+-0500&secure%5Bsession_id%5D=251664b1-1661-432d-89a3-39c1d627fc3f&secure%5Btoken%5D=a108de4caea002c2a06018857c9127dfaa85cef98dbdad99bc2481b9a9f2450d&format=llm_user) ## SysAid Integrations - 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[Zapier](https://www.g2.com/products/zapier/reviews) ## SysAid Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Functionality** - Artificial Intelligence - Machine Learning - Systems Monitoring **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - 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 - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - AIOps Platforms** - Autonomous Task Execution - Multi-step Planning - 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