User Reviews Overview

About SysAid

SysAid empowers organizations to deliver exceptional service – automagically. A comprehensive, next-gen ITSM platform, SysAid comes ready for action with generative AI baked into every element of service management, all wrapped...

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Feature ratings

Value for Money
4.5
Functionality
4.5
Ease of Use
4.5
Customer Support
4.5

Browse SysAid Reviews

482 of 482 reviews
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Luigi
Luigi
  • Industry: Hospital & Health Care
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 05/09/2024

Efficient IT Management with Some Room for Improvement

Overall, SysAid has been a great ITSM solution for our organization, simplifying support processes and improving user satisfaction, though there are some areas for improvement.

Pros

SysAid's user-friendly interface and real-time chat feature make it easy to manage IT support tasks and provide immediate assistance to users.

Cons

The self-service portal could use a design update, and the change management process is not as intuitive as it could be.

Alternatives Considered

Freshdesk

Reasons for Choosing SysAid

We switched from ServiceNow to SysAid primarily due to the cost. SysAid provided a more affordable solution with the essential features we needed, making it a better fit for our budget while still delivering robust IT support capabilities.

Reasons for Switching to SysAid

We chose SysAid because it offered the best balance of features, ease of use, and affordability. While ServiceNow was too complex and costly, and Freshdesk lacked some advanced ITSM features we needed, SysAid provided all the essential tools at a reasonable price, making it the ideal choice for our organization.
Nejc
  • Industry: Insurance
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 03/12/2024

Great support and customer care, a lot of features, requires someone to help with the setup

A lot of features and configuration options. We would recommend using professional sysaid hours to setup the system.

Pros

Professional support, great Helpdesk, great costumer care, extensive documentation, ai chatbot

Cons

Although the new UI/UX is great if still lacks basic features and stability

Rasheed
  • Industry: Retail
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Functionality
3
Ease of Use
2
Customer Support
1

4
Reviewed on 23/12/2024

SysAid Helpdesk

Experience with he application has been a love hate relationship sometime it gets on my nerves but at the end of the day it is a general application the organization i work in use.

Pros

The SysAid's application is great at managing the work load of the team i work in it better organize specifically what task are meant for which individual.

Cons

SysAid's GUI can be at times very hard to navigate and sometime to cluttered it also looks dated compared to other helpdesk application.

Alternatives Considered

Jira

Reasons for Switching to SysAid

Because it was already implemented into our business.

Top SysAid Alternatives

Dragan
  • Industry: Automotive
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
1
Functionality
2
Ease of Use
2
Customer Support
1

1
Reviewed on 05/07/2024

Do not use Sysaid unless been forced

I have purchased Sysaid back in 2019, but I do regret it.

Pros

Application itself is not bad,it works well from time to time

Cons

Technical support is below any professional standard

Response from SysAid Technologies

Dear Dragan,

We would like to thank you for bringing this to our attention. We’re truly sorry that you had a negative experience as we set a high standard for ourselves and do not take feedback like yours lightly. It is unfortunate to hear this was not met in your interactions with our Customer Care team. As you can see from our other reviews, we are proud to take ownership and care deeply about our customers. We can’t fix the past but you have my personal commitment to improve your experience going forward.

Our team lead [Kimberly Sauder] will be reaching out shortly to connect offline with you to discuss your pain points and we hope to have an opportunity to turn your experience around for the duration of your annual term with us.

Many thanks,
Francis Li
CCO

Replied 11/07/2024
Corus
  • Industry: Higher Education
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

4
Reviewed on 03/12/2024

SysAid, a cost effective reliable ITSM System for Mid - Large Enterprise

Other than a few things, we are generally happy with the system, as it has so far allowed us to manage our IT services effectively without having to pay hefty annual subscriptions.

Pros

Straight forward easy to configure inhouse without the need for a third-party expertise, including the workflow designer for Change management, making it easy to ensure each step is taken in the change process.

Cons

Admin Group Privacy - Right now, regardless of how you configure the admin groups, it is not possible to ensure that one group mis not able to see members of the other group, including their tickets.

Reasons for Switching to SysAid

We had to consider Pricing and functionality.
Joel
  • Industry: Insurance
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 03/12/2024

Adopting Sysaid for ITSM, Change Management and Asset Control

Great support all the way through the install and setup. Post implementation interactions were fantastic as well.

Pros

Firstly, ROI. Additionally, ease of install and configuration, customization, template setup and workflow.

Cons

Asset management. It's not bad, but it's not great.

Alternatives Considered

Jira, ServiceNow and Zendesk Suite

Reasons for Switching to SysAid

Cost vs performance and ROI. We simply needed a solid ITSM solution that supported ticket management, change management, release management and could interface with ADO and Entra ID.
Jeffrey
  • Industry: Wholesale
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 21/11/2024

Great helpdesk/ITSM package.

Great help getting started and als with the support team after implenentation, they truly helped me in getting started. They truly listen to their customers for when they bring up new things like intune support for asset management.

Pros

The way AI is actually helpful for myself on the helpdesk side but also for the end user with a problem and it is not just another marketing thing, and the marketplace with really useful add-ons and integrations like Zapier.

Cons

Setting up, but that is a problem you have with all new tools.

Alternatives Considered

Trello and TOPdesk

Reasons for Switching to SysAid

Pricing and functionality, other reviews and talking to representatives from the different companies.
Brian
  • Industry: Construction
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 30/01/2025

Sysaid is great for IT management

SysAid is a powerful IT service management (ITSM) solution that streamlines helpdesk operations with its intuitive interface and automation features. It offers seamless ticketing, asset management, and reporting, improving efficiency and user experience. SysAid's flexibility and customizable workflows make it a great fit for businesses of any size.

Pros

Easy to learn and use from an admin and end user point of view

Cons

I personally find the knowledge base tab can get a little messy. This maybe user based.

Vijay
  • Industry: Hospital & Health Care
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 27/12/2024

One of the Simplest and easiest Ticketing tools with lot of exciting Features

It can be accessed easily across multiple devices seamlessly
Tickets get refreshed faster.
There is no latency
We created routing rules for different categories in SysAid, so the manual interaction was reduced. When an end user submits a ticket, it goes to the respective teams directly. Due to this implementation, response times have reduced. We integrated SysAid into Microsoft Teams platform.
Implementation of SysAid Copilot AI Chatbot

Pros

Integration with Microsoft Teams
Implementation of SysAid Copilot AI Chatbot
Migration to cloud

Cons

SysAid Testing environment is refreshed manually based on the ticket we submit to SysAid. It is the Only con i could think of. Otherwise, the product is excellent in all areas

Aaron
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4

4
Reviewed on 23/12/2024

SysAid Review

It is a great application with great potential

Pros

Ticketing system is easy to use and and very useful in terms of organization and disbursement of tickets

Cons

The GUI looks a bit cluttered when there is alot of tickets

Angelo
  • Industry: Logistics & Supply Chain
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
5
Customer Support
4

4
Reviewed on 10/09/2024

about sysaid

We have had sysaid for several years, we are using it for other processes outside of ICT, the simplicity for the external client helps a lot and the customization

Pros

the simplicity of the tool, easy to implement

Cons

Sysaid can be implemented for other processes, it would be good for the mail response account to have another mailbox

Rachel
  • Industry: Information Technology & Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
4

5
Reviewed on 20/09/2024

SysAid Review

It is an effective ITSM tool and our users are happy with it

Pros

It is less complicated and convenient to use

Cons

Its slow sometimes and certain bugs disrupt services once in a while

Akosua Tiwaa
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
5

5
Reviewed on 27/10/2023

Sysaid - A Second Review

Initially, I had reservations about sysaid's customer service support. However, I've come to appreciate the value in their meticulous approach to addressing issues and providing long-lasting solutions. This positive aspect of their service has improved my perception of SysAid. Nevertheless, I have noticed that resolving critical issues can be time-consuming, and this could be an area for potential improvement.

Pros

Over the years, SysAid has consistently demonstrated stability in its ticketing system. Even in a high-volume environment with over 15,000 tickets processed monthly, the platform has effectively maintained data integrity without experiencing delays or system lag.

Cons

In a previous review, I initially expressed dissatisfaction with SysAid's customer service support. However, over time, I came to appreciate their methodical approach to ticket inquiries, which aims to understand the root cause of issues for a more effective and lasting solution. Nevertheless, for critical issues requiring tier 3/4/developer attention, the resolution process tends to be time-consuming.

Jason
  • Industry: Machinery
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 09/09/2024

Excellent ITSM!

It has been a great experience, especially since the company continues to improve the product and features.

Pros

Routing features, workflows, AI chatbot, ticket management

Cons

The built in reports are a little challenging.

Yvonne
  • Industry: Banking
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 04/09/2024

User friendly Interface

SysAid is a good tool for IT service Management, allowing for users over sight on issues and requests logged

Pros

SysAid is user friendly. The interface is easily understood by all.. it also allows for customizations.
After sales support is superb!

Cons

Sysaid is occasionally not available. But that rarely happens

Giacomo
  • Industry: Facilities Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 11/04/2024

SysAid Has Been a Reliable and Simple to Use for IT Service Management

Pros

This brilliant solution has been easy to implement tool for IT service management.
I like the reliability of SysAid.
SysAid is so accurate.

Cons

SysAid is reliable and flawless to use.
No challenges when using SysAid.

Dewmi
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 30/11/2023

SysAid Review

It is user friendly.
Some support agents are very helpful indeed.
There is an issue in note boxes. When someone type a note in the note box an accidently clicks outside of the not box without saving the note, the whole note box disappear. So we have to type the note again. Hope this will be fixed soon.

Pros

It is easy to handle.
Automation saves a lot of time.
Also, we can create workflows very easily according to the requirement. It is very advanced. And we can customize them.
There are support agents to ask help if we face any issue.
Dashboards helps to get a clear and fast understanding about some data.

Cons

In my personal opinion the prices are on the higher side.
Some support agents are not helpful at all. They kept typing same thing over and over again without proving a solution or alternative.

Lauren
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 27/11/2023

Great ITSM with Excellent Service

Pros

The self-service portal is very important for our cloud product and using SysAid, we have been able to quickly implement it and make updates when needed. Their customer service representatives are very quick to respond and action help requests. SysAid values and promotes its users' successes at its yearly SMART conference. I have been an attendee and speaker and have gained new product insight each time.

Cons

While some of our requests are not currently in the product, our Customer Success Manager has always been on top of getting these added as feature requests and sharing updates when appropriate.

Martin
  • Industry: Food Production
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
3

4
Reviewed on 27/11/2023

SysAid ticketing system

I am very pleased with the software and the entire system.

Pros

Very easy setup and deployment. Easy to use, very little training required to use.

Cons

Nothing I don't like, just need the patch management to work better.

Eoin
  • Industry: Farming
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

4
Reviewed on 19/01/2024

Good system but improvements could be made

Pros

System is easy to learn and displays all the information that you need for example tickets about to breach sla, when the ticket was raised etc.
I like the fact that a user can email the help desk email and it automatically creates a ticket. Might be something the company implemented on their own but I’m not sure.

Cons

ui is a bit outdated compared to competitors such as service now, Hesk etc . Can be very slow at times

Verified Reviewer
  • Industry: Banking
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 03/11/2023

Best Tool for Ticket Management

Pleasant to work with, keep track of issues and escalations

Pros

Built in email feature that allows you to send mail to requesters or support teams without having to open your mailing software.

Cons

Spooling of reports can sometimes be hectic due to the size of data

Laura
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
5
Functionality
3
Ease of Use
5
Customer Support
3

5
Reviewed on 20/09/2024

SysAid helps me keep my IT tasks organized and on track. It's been a game changer for my...

Pros

The customizable dashboard and ITIL tools make managing tickets and assets a breeze. Saves me a lot of time and hassle

Cons

The reporting features could be more user-friendly. It takes some time to get used to and create the reports I need

Adrian
  • Industry: Consumer Goods
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
3
Customer Support
5

5
Reviewed on 04/09/2024

SysAid makes it easy to track my IT issues and manage service requests.

Pros

The ticketing system is efficient and the dashboard is user-friendly.

Cons

It can be slow at times and the mobile app lacks some features compared to the desktop version.

Alexia
  • Industry: Consumer Electronics
  • Company size: 11–50 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
4

5
Reviewed on 29/08/2024

SysAid helps me keep track of IT issues and manage service requests easily.

Pros

User-friendly interface, great for ticket management and tracking assets.

Cons

Reporting features could be more comprehensive, occasional lag times during use.

Zackary
  • Industry: Construction
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
5

4
Reviewed on 20/11/2023

SysAid Review

My experience has been good so far. Their support is great. I would recommend purchasing professional services.

Pros

The customizability. You can customize quite a bit to fit your needs

Cons

Sometimes the menus and setting a re a bit ridiculous.

482 reviews