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...
Learn moreAll SysAid Reviews Apply filters
Browse SysAid Reviews
All SysAid Reviews Apply filters

- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
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
FreshdeskReasons 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.- Industry: Insurance
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
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
- Industry: Retail
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
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
JiraReasons for Switching to SysAid
Because it was already implemented into our business.Top SysAid Alternatives
- Industry: Automotive
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
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
- Industry: Higher Education
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
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.- Industry: Insurance
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
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.
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.- Industry: Wholesale
- Company size: 51–200 Employees
- Used Daily for 1-5 months
-
Review Source
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.
Reasons for Switching to SysAid
Pricing and functionality, other reviews and talking to representatives from the different companies.- Industry: Construction
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
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.
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
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
- Industry: Retail
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
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
- Industry: Logistics & Supply Chain
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
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
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
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
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
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.
- Industry: Machinery
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
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.
- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
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
- Industry: Facilities Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
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.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1-5 months
-
Review Source
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.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
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.
- Industry: Food Production
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
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.
- Industry: Farming
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
-
Review Source
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
- Industry: Banking
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
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
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
-
Review Source
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
- Industry: Consumer Goods
- Company size: 11–50 Employees
- Used Daily for 1-5 months
-
Review Source
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.
- Industry: Consumer Electronics
- Company size: 11–50 Employees
- Used Daily for Free Trial
-
Review Source
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.
- Industry: Construction
- Company size: 201–500 Employees
- Used Daily for 6-12 months
-
Review Source
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.