SysAid Reviews

User Rating

4.7/5 (Based on 853 Ratings)

Rating Distribution

Excellent
72.7%
Very Good
23%
Average
2.8%
Poor
0.8%
Terrible
0.7%

User Sentiments

Ease of Use, Extensive Customizations, Excellent Customer Support, Comprehensive Ticketing System

Outdated User Interface, Limited Reporting Capabilities, Complex Configuration, Subpar Mobile App Functionality

Do You Use SysAid?

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Review Summary

SysAid earns consistent praise for its user-friendly interface, extensive customization options, and robust automation capabilities. Its ticketing system is highly regarded for its efficiency and ability to streamline customer support processes. The reporting and analytics features are also well-received, providing valuable insights for improving IT service delivery. Some users have reported occasional performance issues and a learning curve associated with the initial setup. However, overall, SysAid is highly recommended for its comprehensive ITSM capabilities and ability to enhance the efficiency and effectiveness of IT service management.

Pros

Comprehensive ITSM solution with incident, change, asset, and service request management.
Userfriendly interface with customizable dashboards and reports.
Customizable automation with powerful workflow engine.
Strong integrations with various thirdparty applications.

Cons

Steep learning curve for new users due to complexity of the tool.
Limited reporting and analytics capabilities.
Comparative lack of dedicated mobile app.
Occasional performance issues reported by some users.

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Reviews

Verified User in Banking

April 29, 2025 Source: G2.com

Sysaid is easy to use and convenient

What do you like best about SysAid?

.The knowledge base and easy assignment of tickets

What do you dislike about SysAid?

sometimes i receive error 504 when spooling reports

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

Sysaid is helping in easy and quick reporting of challenges and requests

peter a

April 28, 2025 Source: G2.com

Customer Xperienece has improved SysAid a cost effective tool for ITSM

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.

What do you dislike about SysAid?

Recommendations to others considering SysAid?

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.

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

Anonymous Reviewer

April 25, 2025 Source: Financesonline.com

SysAid was responsive and easy to work with. They worked diligently to solve each problem

PROS: Adaptability and Scaling - We will be able to use this and grow this into our own baby that best supports us. CONS: Inventory and many things within the program - needs lots of time to fully understand all the capabilities in the system

Verified User in Consumer Goods

April 23, 2025 Source: G2.com

SLA reporting and workflow Sysaid review

What do you like best about SysAid?

.Customer support, development and account management

What do you dislike about SysAid?

I would like to see the tab in 1 screen, not multiple

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

service management and

Garan T

April 22, 2025 Source: G2.com

SysAid built by IT admins for IT admins

What do you like best about SysAid?

SysAid has been working so hard in the last 12 months to improve their interface and fix long term bugs and issues that have been present in the system for some time, they've been adding some amazing AI features starting with a basic chat bot for end-users, then a chat bot for admins and now agent AI tools to automate so many features.

What do you dislike about SysAid?

Recommendations to others considering SysAid?

The best part about SysAid though that has always kept me is their amazing support. It's never, ever let me down and available almost 24/7

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

The downsides are some of the clunky baked in features, for example the FAQ is unusable for end-users but great for adding knowledge to train the AI systems, the email notifications and workflows are quite difficult to master but when they do work, they work very well.

Joel Jacob J

April 22, 2025 Source: G2.com

Asset Management SysAid Copilot: Your AI-powered sidekick for smarter, faster IT support

What do you like best about SysAid?

-SysAid brings everything under one roof—ticketing, automation, asset management, and now AI with Copilot

What do you dislike about SysAid?

-Excellent customer support.

Recommendations to others considering SysAid?

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

SysAid is powerful, but its interface can feel a bit clunky and outdated, especially for first-time users.

Verified User in Insurance

April 22, 2025 Source: G2.com

A Swiss army knife of ITSM

What do you like best about SysAid?

Many detailed out of the box configuration options.

What do you dislike about SysAid?

Recommendations to others considering SysAid?

The solution is easy to integrate with other services, via out of the box integrations or using the REST API framework.

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

Juan C M

April 22, 2025 Source: G2.com

Its is a great help for the IT industry and community

What do you like best about SysAid?

That is made for IT by IT people. That the new versions are bringing the AI and a few integrations that are good like LanSweeper integration.

What do you dislike about SysAid?

In the improvements made in this new version my concerns have been address

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

Now with the Lansweeper integration we have more assets information in one place.

Neetish N

April 15, 2025 Source: G2.com

Reliable ITSM Tool with Customization

What do you like best about SysAid?

Customization options, workflows automation rules and the reporting,

What do you dislike about SysAid?

The interface can feel a bit dated in some areas, but it's being improved with newer updates.

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

Managing incoming IT support requests.

Verified User in Civil Engineering

March 24, 2025 Source: G2.com

SysAid Service Desk (Spaces)

What do you like best about SysAid?

Very customizable, can create many forms, categories and workflows tied to specific templates. Fully Cloud based, so accessible from anywhere with Internet Connection.

What do you dislike about SysAid?

They are still transitioning from their "classic" model, so some features that would be great to have, have not made the transition yet. But they tell me they are in feature request, so they are coming.

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

Our old system was an On-Prem solution ... SysAid is cloud based so remote users can easily access it.

SysAid Reviews

User Rating

Rating Distribution

User Sentiments

Do You Use SysAid?

Review Summary

Pros

Cons

Verified User in Banking

peter a

Anonymous Reviewer

Verified User in Consumer Goods

Garan T

Joel Jacob J

Verified User in Insurance

Juan C M

Neetish N

Verified User in Civil Engineering

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