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 Leisure, Travel & Tourism

Enterprise (> 1000 emp.)

8/20/2025

"SysAid an excellent Help desk tool"

4.5/5

What do you like best about SysAid?

The AI Feature. The ability to send tickets via email or by logging into the portal and the ease of use. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The asset module could do with further enhancement Review collected by and hosted on G2.com.

Edgar V.

Gerente de Operaciones TI

Enterprise (> 1000 emp.)

8/15/2018

"the best ITSM software"

5/5

What do you like best about SysAid?

the simplicity and configuration of notifications, scans, rules when certain events occur. The tool is extremely easy to install, understand, and use. It has a very good support in its self-help, in its user forums and online support, it really knows and knows the product, I have scarcely had to use its services a couple of times in 5 years. I love this software!

our users ask us about a tool and we definitely recommend SysAid (Human Resources/ sales)

we have learned as fast as it is configured that sometimes we support our own clients when they have doubts, we guide them as they can also learn

SysAid will most likely surprise us in the future with more excellently wonderful functionalities Review collected by and hosted on G2.com.

What do you dislike about SysAid?

that the BI reports are not free, they carry an additional cost, but they are extremely useful because the old reports had to be obtained one by one and adding more data involved making a new report of zero. with this module the nightmares of making reports are over Review collected by and hosted on G2.com.

Recommendations to others considering SysAid:

if you want to have control of your assets, reports of incidents, requests, problems, see the relationships in the CMDB, measure service levels and never have to make a manual report, use SysAid.

It is an all-in-one tool Review collected by and hosted on G2.com.

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

asset control, incident reports, requests, relationships in the CMDB, measurement of service levels and weekly report scheduling. It has allowed me to automate areas outside of IT that require control of requests such as human resources and sales Review collected by and hosted on G2.com.

Richard H.

IT Manager

Mid-Market (51-1000 emp.)

12/3/2024

"Works perfectly for our firm and reduces IT time"

5/5

What do you like best about SysAid?

SysAid allows us to manage the firm quickly and efficiently. Now, with the new Copilot AI feature, SysAid is like having another IT member on hand to help resolve issues. Customer support is excellent. Any time there is an issue, their techs get to work immediately. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

I do not like the SysAid built in remote access service and opted to integrate TeamViewer into the system. Review collected by and hosted on G2.com.

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

SysAid helps IT keep a running inventory of devices in our firm. This greatly reduces the amount of time needed to get a snapshot of our hardware. Secondly, with the addition of Sysaid Copilot, users can receive an immediate response with options to resolve their problem. This eliminates the need for a staff member on many trouble tickets entered. If the problem is not resolved by AI, a ticket will be automatically created for that user. This allows IT to focus more on other projects by reducing the amount of time spent on solving issues. Review collected by and hosted on G2.com.

Tyler C.

Information Technology Specialist

Enterprise (> 1000 emp.)

5/6/2025

"SysAid Review"

4/5

What do you like best about SysAid?

I love that the ticketing system is easy to use. The automated features make response time faster. Its also nice to have the asset management tool in the same software. The dashboard is a plus and helps anyone get all caught up. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The only thing that i can think of is how some of the features seem buried in the menu. Searching for those different tools kind takes up time. Review collected by and hosted on G2.com.

Verified User in Insurance

Mid-Market (51-1000 emp.)

12/5/2023

"A Swiss army knife of ITSM"

5/5

What do you like best about SysAid?

Many detailed out of the box configuration options.

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

We use the system on a daily basis for ITSM.

The customer support is great. Very responsive and helpful helpdesk, biweekly chats with costumer care personnel. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The UX on the admin side is now much improved, but it is a bit buggy after 9 months in production. Thankfully a fallback to classic UI is possible. Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

3/20/2025

"SysAid AI Agent Excels"

4/5

What do you like best about SysAid?

I am most pleased about the integration of their new AI agent, and how it references our Sharepoint datapool. It makes the process of end users interesting and enjoyable while providing a streamlined method of ticket submission. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The deployment of the sysaid agent was difficult given our environment and it does not provide a remote access tool for our employees who work strictly on android mobile tablet. Review collected by and hosted on G2.com.

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

SysAid has centralized the communications our team receives. With the explosion of work from home or working remotely, we were receiving communications through up to 5 different methods. Now our team can shut out the noise and stay focused in a linear fashion while working tickets directly from the queue. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

11/23/2023

"SysAid - A life Saver for Handling Tickets"

5/5

What do you like best about SysAid?

The best thing I like about SysAid is its functionality to integrate with email and trigger workflows based on Status changes and more. It really helps to connect with the users easily and also when assigning for UAT testing etc. So to summarize the best thing for me is the way of communication with the users is very easy when using SysAid.

The Support chat is very helpful and quick in resolving the issues.

The reports and dashboard feature also very helpful for tracking the tickets and status on overall view.

Managing tasks is much easier with SysAid. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Even if the email is the one I like the best, there is one flaw in that. Hope you guys can resolve that. For if we just add an extra comma while typing the recipient addresses, it says "Message Failed" but actually the email is sent. So at first, I was not aware of this and this led me to send the same email again. Also, a quick save while typing the email message would be a great thing because sometimes I have accidentally closed the message dialog box and have lost the whole email which is really heartbreaking, to be honest.

UI must be improved a lot. The UI feels pretty old and blunt, it should be more polished, interactive, and pleasing to the eye. This will improve the likability of users who work on SysAid.

Dashboard charts are non customizable. It comes with default for each report type. The charts needs to be as per the admin's wish and not by default.

Can have sprint features which will also prove more useful for tracking project related tickets. Review collected by and hosted on G2.com.

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

SysAid helps us to solve issues in various applications including the top best CRM tool, Salesforce. It is easy to track all the issues or enhancements we make in the tickets and also it helps in having the communication with the users easily.

Having workflows is very helpful for automating emails and status updates. Reports and dashboards also good. Review collected by and hosted on G2.com.

Kacian S.

Technical Support

Mid-Market (51-1000 emp.)

12/3/2024

"Great tool for managing IT services"

4.5/5

What do you like best about SysAid?

I've been using SysAid for over five years. SysAid has proven to be a great tool for managing IT services. It performs exceptionally well at ticket management, making it easy to track and resolve problems, and its reporting features offer insightful information about trends and performance. We use it everday to provide services to out internal and external customers. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

A lot of the amazing features that would be beneficial to us is only available on the Cloud version. Review collected by and hosted on G2.com.

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

It helps us centralize IT requests, ensuring issues are logged, tracked, and resolved efficiently, which reduces downtime and enhances user satisfaction.

We can identify reoccurring problems and take proactive measures to resolve them thanks to its comprehensive reporting and analytics, which offer insightful information about trends. Review collected by and hosted on G2.com.

Juan C M.

IT Infrastructure & Facility Manager

Mid-Market (51-1000 emp.)

4/22/2025

"Its is a great help for the IT industry and community"

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

In the improvements made in this new version my concerns have been address Review collected by and hosted on G2.com.

TIMOTHY S.

IT technician

Enterprise (> 1000 emp.)

3/19/2025

"Wonders of SyAid And its value for money"

4.5/5

What do you like best about SysAid?

SysAid is one of the best ITSM platforms in the market and they have a lot of features that offers better performance when it comes to ticketing and automation. their IU is easy to navigate Review collected by and hosted on G2.com.

What do you dislike about SysAid?

they should come up with a mobile apps to meet modern standards as their web application is a bit stressful when you access it from a mobile browser. Review collected by and hosted on G2.com.