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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SysAid

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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

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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 Oil & Energy

Enterprise (> 1000 emp.)

5/29/2024

"SysAid Customer Review"

4/5

What do you like best about SysAid?

The support I get from customer service rep.

The AI tools available.

Inclusion with development team on feature requests. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Sometimes support will ask for information already provided or available for them to find in our environment, which causes longer resolution times. Review collected by and hosted on G2.com.

Verified User in Electrical/Electronic Manufacturing

Enterprise (> 1000 emp.)

3/17/2026

"SysAid: Reliable System, Responsive Vendor"

4.5/5

What do you like best about SysAid?

Vendor is on point, system is reliable, when we find a bug or need to adjust/customize some elements, sysaid delivers in short amount of time. We are also included in testing of new updates UI overhauls, additional products etc. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Admin panel UI can be overwhelming, visually its not very intiutive until you get used to it, but on the other hand our solution is heavily customized sysaid system as we are robust (15k+ employees/sysaid users) Review collected by and hosted on G2.com.

Verified User in Automotive

Enterprise (> 1000 emp.)

2/13/2026

"Ticket management and AI that learns: an excellent experience"

5/5

What do you like best about SysAid?

The way of managing tickets and the way AI is used, and especially how it learns Review collected by and hosted on G2.com.

What do you dislike about SysAid?

When responding that the images look a bit small Review collected by and hosted on G2.com.

peter a.

Service Catalog, Asset and Configuration Analyst, Knowledge Manager

Mid-Market (51-1000 emp.)

12/6/2022

"SysAid a cost effective tool for ITSM"

5/5

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.

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.

I like the asset inventory of SysAid, you can at least also monitor the availability of the asset. And am excited about the current progress of developing the copilot to integrate with the Asset Inventory.

SysAid is easy to use and workflows are easy to customize with the help of the professional services. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The Knowledge database reporting is not exhaustive. Review collected by and hosted on G2.com.

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

SysAid has solved our Asset and Configuration requirement for Audit. Thanks to SysAid Knowledge management ,our organization has a central point for all knowledge including work arounds for know errors.

SysAid has been very effective in our ticket management and improved teams SLA's. Customer Xperienece has improved Review collected by and hosted on G2.com.

Garan T.

Senior Desktop Support Engineer

Mid-Market (51-1000 emp.)

4/22/2025

"SysAid built by IT admins for IT admins"

5/5

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.

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 Review collected by and hosted on G2.com.

What do you dislike about SysAid?

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. Review collected by and hosted on G2.com.

Victor D.

Information Systems Analyst

Mid-Market (51-1000 emp.)

6/19/2025

"Solid tool with a great team that will support you all the way through"

5/5

What do you like best about SysAid?

The AI functions are vast and very useful

Ease of use is big for our customers, whether they be internal or external

Implementation was fast and to the point any questions we had were responded to within 1 or 2 days

Their Customer support team was fast to respond, and they take feedback and new functionality very fast

Integrations with Teams and AD were simple and clean, not a lot of trouble to complete and test

My team and I are using the app daily, and now, our internal users are very happy with the change Review collected by and hosted on G2.com.

What do you dislike about SysAid?

It might be the Asset management part of the application, but it is based on our requirements not a bad thing on the application itself Review collected by and hosted on G2.com.

Verified User in Semiconductors

Enterprise (> 1000 emp.)

3/24/2026

"Clean UI and Strong Self-Service, Though It Can Feel Unwieldy"

3.5/5

What do you like best about SysAid?

Self-service portal, AI chatbot and agent integration, clean user interface Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Unwieldy categorization and grouping. Maybe a better guidance or best practices in this area would help clients keep the problem in check. Review collected by and hosted on G2.com.

Verified User in Government Administration

Enterprise (> 1000 emp.)

7/16/2025

"Streamlined automation that Calls for thoughtful workforce planning"

4/5

What do you like best about SysAid?

We are currently in the process of implementing SysAid ITSM and have been thoroughly impressed by its robust Ai and automation capabilities, as well as its integration potential across our systems. The SysAid team has been exceptionally knowledgeable, responsive, and easy to work with throughout the onboarding process.

We’re particularly excited about the Agentic Ai chatbots, which show great promise in enhancing the support experience for both our end users and IT engineers. Its potential to streamline interactions and reduce resolution times and the overall price is probably the main reason we chose SysAid. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

While the Ai and automation capabilities are undeniably powerful, they may significantly reduce the need for manual input. This shift, although beneficial in eliminating repetitive tasks, could impact the current roles that relied on those functions. The transition to a more automated environment may leave limited time for individuals to reskill or for organisations to redeploy staff effectively. To truly maximise the value of automation, it's essential that companies proactively support their teams through career development and strategic workforce planning especially if they are keen on keep their staff as we are. Review collected by and hosted on G2.com.

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

SysAid ITSM is set to transform our operations by introducing AI and automation into our processes, significantly reducing the need for manual input. It will enable us to design more efficient and maintainable workflows, ultimately enhancing the way we manage IT support and deliver a better customer experience Review collected by and hosted on G2.com.

Kyle B.

Director of Marketing

Mid-Market (51-1000 emp.)

6/24/2025

"Great ticketing system and helpdesk functions!"

4/5

What do you like best about SysAid?

SysAid is being used as our internal support ticketing system with our tech services team. It does a great job of helping us build efficiency and tracking support for the team that is always facing capacity restraints due to number of requests. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The only minimal downside I’ve experienced with SysAid is the email notification and response function can be duplicative and a bit clunky. Review collected by and hosted on G2.com.