SysAid Reviews & Product Details

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.

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Seller

SysAid

Discussions

SysAid Community

Languages Supported

Arabic, Bulgarian, Catalan, Danish, German, Greek, English, Estonian, Finnish, French, Hebrew, Hindi, Croatian, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Thai, Turkish, Ukrainian, Urdu, Uzbek, Chinese (Simplified)

Overview by

Ami Shimkin (Director of Marketing at SysAid Technologies Ltd.)

Value at a Glance

Averages based on real user reviews.

Time to Implement

2 months

View More Pricing Information

SysAid Media

A consolidated fully customized, and easy-to-navigate view of the entire ticket queue to help admins resolve issues more effectively and more efficiently.

Delivering always-on, 24/7 service, this conversational self-service experience uses Generative AI to help employees work through issues by delivering answers based on what it has learned by absorbing your knowledge base articles, internal data, and ticket resolution history – as well as verified...

Admins can deep dive into the history and context of a ticket, quickly, with ticket journey filters, while reviewing a chronological, consolidated view of everything to help reach a resolution, faster – including all actions taken, all communications, an audit log, and employee sentiment througho...

With easy-to-use drag-and-drop capabilities, admins can customize and configure templates using the Template Designer, and add hints to guide end users while filling out relevant fields.

Gives the admin control over the quality of answers that the AI Chatbot provides, through the ability to edit and fine-tune the answers.

SysAid AI Agents empower IT teams with intelligence that thinks, learns, and acts securely. Designed to enhance—not override—your IT operations, they anticipate needs, make informed decisions, and adapt responsibly.

Experience AI Agents that adapt, learn, and take proactive action for your IT team.

Deliver exceptional service. Automagically.

SysAid Copilot - watch generative AI implemented into every element of service management

A comprehensive platform with generative AI baked into every element of service management, delivering exceptional service. Automagically.

Official Downloads

(5)

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Learn how Dornan Engineering streamlined support with SysAid Copilot and Microsoft Teams integration.

Learn how Survitec rolled out SysAid globally in under an hour of training—cutting licensing costs, enabling AI-powered features, and driving instant value with SysAid Copilot.

Learn how Polar Beverages saved 5 hours a day and boosted IT efficiency by 30–40% by adopting automation and increasing self-service portal usage 4x.

Learn how Queen’s University boosted IT productivity with smart automation—saving 380 hours annually and improving performance just 4 months after implementation.

Learn how Mission Health cut ticket handling time by 10–15 minutes, reduced MTTR by 10%, and now resolves 75% of requests the same day — all while seamlessly migrating to the cloud.

Interactive Demo

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Verified User in Computer Software

Mid-Market (51-1000 emp.)

11/28/2023

"Great Tool for Customer Management and Easy Ticket System"

5/5

What do you like best about SysAid?

The ease of creating tickets for the support team. The ability to review and monitor all activity for a customer and the ability to email through the system without providing a personal email address. The ability to have customizations (like we do) to monitor our hosting accounts with all hosting details. It's easy to update information for the support team by adding an activity to a ticket. There are many more features of the program that our support team use to monitor work done and the ability to track what each support tech has handled for the day. Great reporting with this software. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

I don't like that you cannot forward emails from customers. Once it's a ticket, you only get details. Review collected by and hosted on G2.com.

Johannes S.

Mid-Market (51-1000 emp.)

6/20/2023

"Great tool with outstanding support and service"

5/5

What do you like best about SysAid?

We have been SysAid clients for many years and still believe that the value for money, support level and service we receive from SysAid there is no better option currently in the market. The teams integation is a game changer for us. Workflow and Automantion of business processes have been a great Review collected by and hosted on G2.com.

What do you dislike about SysAid?

No native integration with WhatsApp for business. Review collected by and hosted on G2.com.

Verified User in Retail

Mid-Market (51-1000 emp.)

10/13/2023

"Good product with the features we need."

4/5

What do you like best about SysAid?

- MS Teams chat bot makes raising tickets very quick and easy

- ease of customisation

- browser based so accessible on any device, anywhere

- great customer support

- most of the time clicking into and out of tickets is fairly quick Review collected by and hosted on G2.com.

What do you dislike about SysAid?

- there are still a few bugs which have still to be resolved

- sometimes adding data can be time consuming as there are no shortcuts (eg: when adding routing rules you can only move 1 rule at a time and only 1 step up at a time). Review collected by and hosted on G2.com.

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

With the MS Teams chat bot our users are now happier to raise tickets as it's much easier than going to a portal, logging in, selecting catagories and then filling in details. We've found our users want the simplest, easiest solution which is to just use Teams.

We are now getting all tickets logged without having to ask users to do it. Review collected by and hosted on G2.com.

Verified User in Insurance

Mid-Market (51-1000 emp.)

3/26/2024

"Flexible Tool Which Ticks Lots Of Boxes"

3.5/5

What do you like best about SysAid?

Simple layout and useable ticket types out the box Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The Api needs to be updated to better use a restful api approach, custom fields are a pain to utilise. Maybe some connectors for logic apps / power automate would be useful for example Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

12/4/2023

"Versatile Helpdesk Tool"

4/5

What do you like best about SysAid?

The simple and straight forward customisation available to you, to make improvements or amendments to things such as ticket routing, escalation rules and changes to the appearance of templates used as part of the tool.

Customer support is readily available, we use email or chat. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The admin interface when messaging users within the ticket is displayed as a series of emails which you need to click into to read, this is time consuming and clunky, especially with multiple email communication. I understand Sysaid have been working on this.. Review collected by and hosted on G2.com.

David J.

Htg

Health, Wellness and Fitness

Enterprise (> 1000 emp.)

7/12/2023

""SysAid Review: A Comprehensive Solution for Service Management and Help Desk""

4.5/5

What do you like best about SysAid?

What I like best about SysAid is its comprehensive approach to service management and help desk. This platform offers a wide range of features and functionalities that make it easy to manage incidents, problems, changes, and IT assets. Additionally, its ability to automate processes, generate custom reports, and provide multichannel support are standout features. SysAid also stands out for its intuitive and user-friendly interface, making it easy for users to adopt and use. Overall, I find SysAid to be a complete and efficient tool for service management and help desk. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

While SysAid is a powerful and feature-rich tool, one aspect that some users may find challenging is the associated costs. It is logical to expect that a tool with such comprehensive capabilities and extensive support behind it would come with a financial investment. However, it is important to carefully evaluate the benefits and value that SysAid can bring to the organization, as it may offset the costs with increased efficiency and improvements in service management and help desk operations. Review collected by and hosted on G2.com.

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

Incident Management: SysAid helps streamline the handling of incidents, ensuring timely resolution and minimizing service disruptions.

Problem Management: It assists in identifying and addressing the root causes of recurring issues, reducing their impact on the organization.

Change Management: SysAid enables organizations to effectively manage and track changes to their IT infrastructure, minimizing risks and ensuring smooth transitions.

Asset Management: It provides a centralized system for tracking and managing IT assets, optimizing resource allocation and reducing unnecessary expenses.

Knowledge Management: SysAid facilitates the creation, sharing, and access to knowledge articles, empowering users to find answers to their queries and reducing reliance on support staff. Review collected by and hosted on G2.com.

Randall H.

Corporate Infrastructure Manager

Enterprise (> 1000 emp.)

8/31/2023

"Sysaid is a true Business Solution For All"

4.5/5

What do you like best about SysAid?

The Ticket Management. The robust ticketing system helps IT teams manage and prioritize incoming requests efficiently, ensuring that issues are resolved in a timely manner. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The Mobile App Functionality. While SysAid does provide a mobile app for on-the-go access, I have found the mobile app's functionality to be limited compared to the desktop version, making it less convenient for remote work scenarios. Review collected by and hosted on G2.com.

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

SysAid enables the IT team to efficiently track, prioritize, and resolve technical issues. This ensures that IT incidents and service requests are properly managed and addressed in a timely manner. It also helps in tracking hardware and software assets, managing inventory, and ensuring proper utilization of resources. This reduces the risk of over-spending and aids in effective resource planning. Review collected by and hosted on G2.com.

Keenan G.

Mid-Market (51-1000 emp.)

11/29/2023

"Sysaid Review"

4/5

What do you like best about SysAid?

Very simple to pick up and use daily. In-depth ticketing system and great asset manager. Simple to implement. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Definitely tailored to larger companies. A lot of functionality goes unused in smaller IT environments. Awkward customer support at times. Review collected by and hosted on G2.com.

Brian S.

AV Manager

Mid-Market (51-1000 emp.)

5/16/2024

"Not a Fan"

1/5

What do you like best about SysAid?

It does provide a reliable ticketing system Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Overly complicated, difficult to configure. Review collected by and hosted on G2.com.

Response from Liora Coberman of SysAid

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Thanks for reaching out and letting us know about the challenges you're facing with SysAid. We understand your frustration and want to get things running smoothly again as soon as possible.

Our support team is here to help! I've already notified them of your situation, and they'll be in touch shortly to walk you through some solutions that can make things easier.

We appreciate your patience and look forward to resolving this for you.

Paul D.

Network Administrator

Mid-Market (51-1000 emp.)

7/3/2023

"SysAid meets you HelpDesk needs"

5/5

What do you like best about SysAid?

SysAid is a very versatile help desk and IT asset-tracking product. It has a lot of customization options, a much fuller ITSM package if needed, and friendly, helpful staff and support. It's helped our IT Dept improve efficiency, issue tracking and prioritization. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Getting people to pronounce SysAid correctly. Limited and not user-friendly ability to customize login/landing page. The situational message sorting bug, tho, to be fair, it's being addressed. A limited amount of email addresses are allowed for basic plan users. Review collected by and hosted on G2.com.

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

Aside from its IT help desk functions, my organization uses it for HR on/off boarding tasks, Accounts Receivable requests, and building maintenance help desk. Our organization has a small IT staff, SysAid goes a long way as a solution for problem tracking and prioritization, especially taking into account the cost/product value consideration. Review collected by and hosted on G2.com.