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

(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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Joel Jacob J.

IT workstudent

Enterprise (> 1000 emp.)

4/22/2025

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

4.5/5

What do you like best about SysAid?

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

-Excellent customer support.

- Review collected by and hosted on G2.com.

What do you dislike about SysAid?

SysAid is powerful, but its interface can feel a bit clunky and outdated, especially for first-time users. Review collected by and hosted on G2.com.

Hagen Z.

Director of IT

Enterprise (> 1000 emp.)

9/5/2024

"SysAid has been our main ITSM tool for over a decade."

4.5/5

What do you like best about SysAid?

As a long-time user of SysAid for over a decade, I can confidently say that it has been an exceptional tool for managing IT services. Its comprehensive set of features has consistently met and exceeded our needs.

SysAid's ticketing system is incredibly robust, providing a seamless experience for both end-users and IT staff. The ability to customize workflows, automate repetitive tasks, and track performance through detailed reports has greatly enhanced our efficiency and service quality.

The asset management capabilities are particularly noteworthy, offering clear visibility and control over our hardware and software inventory. The integration options with other systems have facilitated smooth operations and data consistency across our IT landscape.

Additionally, SysAid's user-friendly interface and intuitive design have made it easy to navigate and adapt over the years. Regular updates and feature enhancements ensure the tool remains relevant and continues to support our evolving requirements.

Overall, SysAid has proven to be a reliable and powerful solution for IT service management, and I highly recommend it to any organization looking for a versatile and effective ITSM tool. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Hard to say, we are currently using the On-Prem version, but are moving to the Cloud version soon. I look forward to the improved UI and reporting features. Review collected by and hosted on G2.com.

Luigi C.

Information Technology Service Desk Manager

Enterprise (> 1000 emp.)

9/5/2024

"SysAid Has Transformed Our IT Support Experience!"

5/5

What do you like best about SysAid?

SysAid has been a fantastic addition to our IT support toolkit. The platform is incredibly user-friendly, making it easy to set up knowledge base articles, incident templates, and request forms. The self-service portal allows our users to submit and track support requests effortlessly, enhancing their experience. The addition of a real-time chat feature has also been a game-changer, allowing us to provide immediate support when needed. And the customer service from SysAid has been top-notch, always responsive and helpful whenever we have questions or need assistance." Review collected by and hosted on G2.com.

What do you dislike about SysAid?

While SysAid has been great overall, we found that some initial configurations took a bit of time to understand fully. However, their customer support team was always there to help, and once we got the hang of it, everything ran smoothly. Review collected by and hosted on G2.com.

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

SysAid has streamlined our IT support processes, making incident, problem, and change management much more efficient. The self-service portal and real-time chat feature allow users to quickly get support or solve issues on their own, greatly enhancing their experience. This has led to faster response times, improved user satisfaction, and more efficient IT operations overall. Review collected by and hosted on G2.com.

Anitha V.

IT Operations Manager

Enterprise (> 1000 emp.)

11/20/2024

"Best ITSM tool with Reasonable Pricing."

5/5

What do you like best about SysAid?

I like the recent integration of SysAid like Chatbot & also the BI analytics tools. The chatbot is more personalized for our environment & it manages all the common queries made by the user. The inbuild BI analytic tool give a Quick glimpse of our environment. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The customer support team of SysAid can be improved. Also the waiting list for the new UI spaces is very long. I think it should be expedited. Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

1/8/2025

"SysAid ROCKS!!!"

5/5

What do you like best about SysAid?

I have used SysAid at multiple companies now. The flow and setup for a helpdesk is amazing. That is why I keep going back to them. I also love the reporting that I can get from the system. Their support if needed is amazing and gets back to you right away with solutions. We were on prem first and then migrated to the cloud and have never questioned going back! Great product Review collected by and hosted on G2.com.

What do you dislike about SysAid?

We struggle with keeping the RDS servers sync'd to the cloud for the asset management piece and patch management. Review collected by and hosted on G2.com.

Verified User in Civil Engineering

Mid-Market (51-1000 emp.)

3/24/2025

"SysAid Service Desk (Spaces)"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Vijay K.

Service Desk Manager

Enterprise (> 1000 emp.)

12/27/2024

"One of the Simplest and easiest Ticketing tools"

5/5

What do you like best about SysAid?

One of the Simplest and easiest Ticketing tools.

Easily trainable to new staff

Integration with Teams ,Office 365 is seamless.

New AI Chatbot is very useful Review collected by and hosted on G2.com.

What do you dislike about SysAid?

We have been through lot of new changes and updates.

We do not have any dislikes about this product Review collected by and hosted on G2.com.

Brian R.

Desktop & Systems Support Technician

Mid-Market (51-1000 emp.)

1/29/2025

"User support is fast and helpful"

4.5/5

What do you like best about SysAid?

User support is fast and helpful, I receive help within the same hour submitted and easy to navigate. We use sysaid every day for logging tickets, knowledge based and device/user info. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

I personally find first time setup like LDAP difficult Review collected by and hosted on G2.com.

Verified User in Insurance

Enterprise (> 1000 emp.)

12/18/2024

"SysAid Review: A Powerful and Versatile ITSM Solution"

4.5/5

What do you like best about SysAid?

SysAid offers a comprehensive suite of features, making it a versatile ITSM tool for managing tickets, assets, and workflows. Its integration capabilities and automation features simplify processes and enhance productivity. The user-friendly self-service portal is a standout, empowering end-users and reducing the workload on IT teams. Customer support is just amazing and super responsive. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The initial setup and customization process can be complex and time-intensive, especially for new users. Performance can occasionally lag when dealing with large data sets or during peak usage. While functional, the user interface could benefit from modernization to improve overall usability. Review collected by and hosted on G2.com.

Michal N.

Information Technology Technical Support

Enterprise (> 1000 emp.)

7/12/2024

"SysAid review"

4.5/5

What do you like best about SysAid?

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. From time to time it can for example reset your ticket but at most times its good. 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. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

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. Review collected by and hosted on G2.com.