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About SysAid

The most advanced AI-Powered IT Service Management platform out there with generative AI baked into every element of service management

Learn more about SysAid

Pros:

The product is very easy to use and it's efficient. It has saved us time and money many times and I am sure it will continue to do so in the future.

Cons:

Lack of On-premises mobile application version.

SysAid ratings

Average score

Ease of Use
4.5
Customer Service
4.5
Features
4.5
Value for Money
4.5

Likelihood to recommend

8.8/ 10

SysAid has an overall rating of 4.5 out 5 stars based on 481 user reviews on Capterra.

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Filter reviews (481)

Michal
Michal
Desk side support leader in Czechia
Verified LinkedIn User
Semiconductors, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

SysAid review

4.0 7 months ago

Comments: We are using SysAid on daily basis as its our main ticketing system.
Its also our main asset manager as we are using Asset list as our storage manager in our organization. Recently we started using SysAid chatbot. At most times SysAid is working fine. I really appreciate notification tab as it can be very useful in case of any big implementation or outages. Overall 9/10

Pros:

SysAid is perfect when it comes to ticket management. Creating ticket is simple, list of options is pretty well managed, category pick up is also very solid. End users are using Self service portal as both communication tool and also self support tool. Users are also using options as knowledge base/ support chatbot. Overall it reduced many simpler problems which users experienced. Simple things can be resolved by end users so IT can focus more on other tickets.

Cons:

SysAid have small bugs like login page error or scenario when you are creating ticket and you click on other tab it can freeze and you wont be able to pick category as it will go blank. Or in some scenarios the SysAid page randomly refresh and your ticket is gone.

Peter
Specialist, Country IT Support in Nigeria
Telecommunications, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

SysAid for ITSM and Operations

5.0 5 months ago

Comments: SysAid are great tool and it's not just IT Service Management, HR< and fleet department also use it. e.g., Fleet uses to book and schedule for vehicle rooting maintenance.

Pros:

Reporting, Analytic and performance review

Cons:

The Complexity. Sometimes, it's difficult to find some features

Alternatives Considered: ServiceNow IT Service Management

Reasons for Switching to SysAid: Cost-effective and ability to customize it to our existing processes

Clint
Network Technician in US
Government Administration, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Does the basics

3.0 last year

Comments: It works better than some other ticket systems I've used in the past, but it also works worse than others. I'd put in the middle of the road for Ticketing Systems.

Pros:

SysAid is easy to use and easy to integrate.

Cons:

There is definitely some aspects missing, like the ability to merge tickets. Often times an widespread issue occurs and 30 tickets come in. Tickets have to be deleted or closed, which inflates ticket volume.

Alternatives Considered: Spiceworks Cloud Help Desk

Reasons for Switching to SysAid: Better support level

Samuel
Executive Administrator in US
Information Technology & Services, 51–200 Employees
Used the Software for: 1-5 months
Reviewer Source

I look forward to SysAid 4 years from now.

3.0 2 months ago

Comments: Implementation is still happening after go live. That stressful.

Pros:

AI's ability to reference Company Documents.

Cons:

To many bugs in the system Non-HTML email system

Alternatives Considered: Freshdesk

Reasons for Choosing SysAid: cost change

Switched From: Freshdesk

Reasons for Switching to SysAid: innovation .

Vishal
ServiceDesk Analyst in US
Hospital & Health Care, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Vishal's Review on SysAid

4.0 5 months ago

Comments: Overall, SysAid has significantly enhanced our ticket management efficiency and user self-service capabilities, leading to faster resolution times and streamlined operations. However, its limitations in customization and integration can sometimes pose challenges.

Pros:

I most appreciate SysAid’s automated ticket routing and prioritization, which streamline our support processes and ensure efficient handling of requests. The comprehensive self-service portal also stands out for empowering users to solve common issues independently.

Cons:

I liked least SysAid’s limited customization options, which restrict how we can tailor the platform to fit specific organizational needs. Additionally, the complexity involved in integrating SysAid with other systems often requires significant effort and additional support.

Alternatives Considered: ServiceNow Customer Service Management

Reasons for Switching to SysAid: We chose SysAid for its strong automation features and user-friendly interface, which promised to streamline our ticket management and improve efficiency. Additionally, its comprehensive self-service portal and asset management capabilities aligned well with our operational needs.

Clay
IT Project Management in US
Government Administration, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Effective Management with Room to Grow

4.0 6 months ago

Comments: My overall experience with SysAid has been positive in terms of its core functionalities, such as asset management, work order tracking, and automated workflows for purchase requisitions. These features have significantly improved our efficiency, especially in our small IT department. However, the user interface could be more user-friendly, and we've encountered some challenges with the Self-Service Portal, particularly with the password reset function. While the out-of-the-box experience was decent, we feel there is potential for further enhancements to fully meet our needs. Overall, SysAid has been a valuable tool, but we're looking forward to improvements, particularly in the interface and customization options.

Pros:

What I liked most about SysAid is its strong capabilities in asset management and workflows, particularly how it effectively tracks and manages IT assets by linking Configuration Items (CIs) together. Additionally, the automated workflows for purchase requisitions and work order transitions are highly efficient, allowing tasks to flow seamlessly between team members.

Cons:

What I liked least about SysAid is the user interface (UI), especially within the workflows and Admin Portal, which lacks simplicity and could benefit from a more intuitive design. Additionally, the Self-Service Portal has had recurring issues, particularly with the password reset function not working as intended.

Peter
Asset and Configuration Analyst in Ghana
Information Technology & Services, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

COST EFFECTIVE ITSM TOOL

5.0 7 months ago

Comments: It has been a wonderful journey with SysAid

Pros:

I like SysAid for it ticket management module. they have really improved with the reports. with the introduction of the bi analytics, our team can now easily speak to numbers during service review meetings.

Cons:

There is more room for improvement on the software product module

Alternatives Considered: ManageEngine ServiceDesk Plus and ServiceNow

Reasons for Choosing SysAid: cost of license was expensive and we needed some additional features like CMDB

Switched From: Remedyforce

Reasons for Switching to SysAid: cost was better than others when we compared

charles
VP of IT in US
Hospital & Health Care, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

SysAid best helpdesk software hands down

5.0 8 months ago

Comments: my experience has been nothing but positive. the software works like it should and if I run into trouble the support is excelent

Pros:

ease of use, patch management, remote support and asset tracking. SysAid's support is second to none

Cons:

I have nothing bad to say about their product, it does everything that I need

Alternatives Considered: Zendesk Suite

Reasons for Choosing SysAid: spiceworks was more expensive and did not have the functionality I was looking for

Switched From: Spiceworks Cloud Help Desk

Reasons for Switching to SysAid: easier to use, cost and functionality of the product

Rachel
Desktop Support Supervisor in US
Food Production, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Great Addition to our Service Desk

4.0 last year

Comments: Implementation went pretty well for us, we did not have a ton of customizations needed before go live so that made it easy as well. However we did use the customization features for the SSP after go live to revamp what we did create. As well as the work flows, this comes in handy so much for purchasing and access approvals.

Pros:

Knowledge Base Customization of workflows, categories, SSP, pretty much anything. Work Flows Patch Management Reporting feature Asset Management Integration of Azure, Teams Chat bot, Power BI

Cons:

The Remote Control feature is a bit wonky and needs updating. We also discovered that Merging ticketing may be easy, but the updating of the categories for those tickets is not automatic. That is not a huge deal since we really do not merge many tickets.

Alternatives Considered: Halo Service Desk, ServiceNow and Zendesk Suite

Reasons for Choosing SysAid: We needed more functionality then what was offered in our previous software.

Switched From: ManageEngine Endpoint Central

Reasons for Switching to SysAid: SysAid gave us what we were looking for and at a fraction of the cost as the others.

Stephanie
Service Desk Analyst in Ghana
Banking, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

My review of SysAid

5.0 5 months ago

Comments: My experience with SysAid so far is great. The integration with teams makes it more flexible and user friendly.

Pros:

It is user friendly and not to expensive to get a license.

Cons:

It happens that it has downtimes. But that is quickly handled but the team .

Simon
Digital Services Partner in UK
Civic & Social Organization, 51–200 Employees
Used the Software for: 1-5 months
Reviewer Source

Sysaid ITSM

5.0 last year

Comments: Excellent from start to finish during implementation.

Pros:

It's very easy to setup and getting up and running was quick. The support from Sysaid and the tech enablement sessions were outstanding.

Cons:

Nothing stands out. We found everything so good.

Alternatives Considered: Freshservice and HaloPSA

Reasons for Choosing SysAid: We needed more features and better support.

Switched From: Spiceworks Cloud Help Desk

Reasons for Switching to SysAid: Better value for money for the features packaged.

Keenan
Digital Services Apprentice in UK
Nonprofit Organization Management, 51–200 Employees
Used the Software for: 1-5 months
Reviewer Source

Sysaid Review - Keenan Green

4.0 last year

Pros:

Very inclusive in terms of default criteria that's been setup within admin settings. Relatively simple to use and simple to learn.

Cons:

Not really a dislike towards SysAid itself, but it's definitely tailored towards bigger teams/organisations. We're only a small team so we don't really use its full functionality at times.

Andy
IT Technican in UK
Higher Education Software, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

SysAid Review

5.0 5 months ago

Comments: Very happy customer having utilised SysAid for over 10 years

Pros:

Easy of use Ability to customise the language within the system Escalation rules

Cons:

As a user daily user of SysAid theres nothing that i dont like about the product

Sandra
IT OFFICER in Ghana
Banking, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

sysaid reveiw

5.0 8 months ago

Pros:

Customizations and readily available support

Cons:

The mobile app has received criticism for being less functional and not as polished as the desktop version. Users have reported it to be slow and lacking essential features

Daniel
Desktop Support Officer in Ghana
Banking, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Sysaid Review

4.0 5 months ago

Comments: My overall experience I will say it has been one of the best ITSM products out there.

Pros:

Simplicity of their IU and the smoothness is one of the highlights that I really like about sysaid

Cons:

Their IU is out modes and needs a lot of features too as well

alexis
EUC Engineer in UK
Hospital & Health Care, 501–1,000 Employees
Used the Software for: 1-5 months
Reviewer Source

SysAid a hidden gem

4.0 5 months ago

Comments: Excellent, Professional, Organised and extremely friendly

Pros:

We currently use their Ticketing system which I find extremely easy to use and I love the fact they also have additional add-ons you can use from within this software such as Automate Joe, something we are looking to implement as part of our leavers process. The company itself are very professional and knowledgeable and we have built up a good relationship with certain individuals and the business itself. I would definitely recommend SysAid.

Cons:

This isnt really a dislike but I would not of known about Automate Joe if I hadn't of been snooping around within the Ticketing system, wondering what it was.

Daniella
Administrative Analyst in Brazil
Consumer Services, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

My experience with SysAid

5.0 11 months ago

Comments: As an end user, we have a self-service portal that is very easy to understand, access open tickets, interact with analysts, etc...

Pros:

the practicality of handling tickets where analysts have several tools available in the form to use, in conversation with the user they can send notes on the ticket or send an email to the user, messages that reach the user instantly , and in the analyst's activities part he can detail the steps he took on that ticket, everything is very detailed and the history is saved.

Cons:

We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc...

Tiffany
Help Desk Admin in Jamaica
Supermarkets, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Very Good and Would Recommend

5.0 8 months ago

Comments: Overall its good so far and customer service is very responsive

Pros:

Various abilities of tracking tickets, easily being able to edit and create reports showcasing various things and Customer service

Cons:

I have no complaints yet about Sysaid. Only thing Is if the projects were easier to manage and edit, as well as having access to more asset management abilities

Ricardo Reagan
ICT Specialist in Canada
Hospital & Health Care, 501–1,000 Employees
Used the Software for: 1-5 months
Reviewer Source

Using SysAid as an administrator

4.0 6 months ago

Comments: It was a great experience in using SysAid. I was able to learn basic administration in very short period of time.

Pros:

It allows administrators to customize ticket templates depending on the requirements for ticket resolution.

Cons:

Does not have some of the basic features in designing a template (radio button).

Sachin
Application Support Engineer in Sri Lanka
Information Technology & Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Why is SysAid is Better...?

5.0 last year

Comments: This product is really good and very easy to use for our daily work.
Recommended for others.

Pros:

The user-friendliness of the product is really good. Very easy to create the workflows and easy to customize the workflows. We can easily manage our incidents, requests, problems, assets, etc... and the support of SysAid customer care service is very much appreciated.

Cons:

The pricing of the SysAid is a little bit higher when compared to the other products.

James
ICT Specialist in US
Dairy, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Ok ticketing system

4.0 8 months ago

Pros:

Dashboard showing progress of open tickets Ticket tracking

Cons:

Lack of proper formatted email Lack of Approval process for Employee Provisioning Lack of choosing an option 3 without choosing options 1 and 2. Should select those options off of the last option chosen.

Gracia Amivi
Service Desk Analyst in Ghana
Information Technology & Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Sysaid - A good entry level ticketing system

5.0 last year

Comments: Overall, sysaid does a good job in this ticketing system. It allows for accountability among users

Pros:

Sysaid has a user friendly interface, it is easy to navigate between end user and an administrator. Actions are easy to find and requires little effort to learn the basics

Cons:

Its integration with outlook although great causes a number of issues when a refresh occurs and checks are not made to ensure correct parameters are selected

Anita
IT Officer in Ghana
Information Technology & Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Sysaid efficiency Survey

5.0 last year

Pros:

SysAid offers a wide range of ITSM tools, including incident management, problem management, change management, asset management, knowledge management, and more. This comprehensive suite enables organizations to efficiently manage their IT operations in one platform.

Cons:

Managing SysAid effectively may require dedicated IT resources for setup, customization, and ongoing maintenance. Small organizations with limited IT staff may find it resource-intensive.

Cody
Network Engineer in US
Food Production, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

FPI Sysaid review

5.0 last year

Pros:

The system seems to have a very robust backend that can handle many tasks and will be able to scale well into our future of growth.

Cons:

I miss some features from systems that I used at previous jobs. The admin UI could a lot of improvement and simplifying. Also missing a mobile application.

Hiten
Helpdesk Support Specialist in US
Food Production, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

SysAid Survey

5.0 last year

Comments: It has been pretty good at least from the ticketing system we had.

Pros:

It is very user-friendly and easy to use.

Cons:

It can get confusing sometimes with picking out the right option.