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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Neetish N.

Application Manager

Mid-Market (51-1000 emp.)

4/15/2025

"Reliable ITSM Tool with Customization"

5/5

What do you like best about SysAid?

Customization options, workflows automation rules and the reporting, Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The interface can feel a bit dated in some areas, but it's being improved with newer updates. Review collected by and hosted on G2.com.

Shankar S.

Operations Manager

Mid-Market (51-1000 emp.)

12/3/2024

"The Best platform for IT service management"

5/5

What do you like best about SysAid?

Workflow automation: Streamlines processes

Asset management: View, secure, and manage assets

Case summary: Provides a full case summary, including sentiment analysis

Remote control: Allows service desk agents to resolve issues from anywhere Review collected by and hosted on G2.com.

What do you dislike about SysAid?

End user interface and few enhancements that takes lot of time . Review collected by and hosted on G2.com.

Verified User in Consumer Goods

Enterprise (> 1000 emp.)

3/4/2022

"Sysaid review"

5/5

What do you like best about SysAid?

Customer support, development and account management Review collected by and hosted on G2.com.

What do you dislike about SysAid?

I would like to see the tab in 1 screen, not multiple Review collected by and hosted on G2.com.

Alfredo C.

Help Desk Engineer

Mid-Market (51-1000 emp.)

9/5/2024

"Efficient IT Management with SysAid"

5/5

What do you like best about SysAid?

SysAid simplifies IT service management with its intuitive interface and robust features, making it easy to track, manage, and resolve issues efficiently. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The interface is so detailed that it makes me want to tweak things constantly. Review collected by and hosted on G2.com.

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

SysAid is solving issues related to IT service management, such as tracking support tickets, automating workflows, and ensuring timely resolution of issues. This benefits me by streamlining processes, improving efficiency, and allowing my team to resolve IT issues faster, all while maintaining clear visibility on performance metrics like ticket volume and resolution times. It saves time and reduces manual efforts, which boosts overall productivity. Review collected by and hosted on G2.com.

Solomon K.

Senior Infrastructure Engineer

Enterprise (> 1000 emp.)

7/4/2024

"Efficient and Comprehensive IT Management Tool"

5/5

What do you like best about SysAid?

SysAid's comprehensive IT management capabilities, including incident and problem management, asset tracking, and remote control, are highly effective. The platform is intuitive, customizable, and integrates seamlessly with other tools, enhancing our overall efficiency at Republic Bank Ghana (PLC). Review collected by and hosted on G2.com.

What do you dislike about SysAid?

SysAid's centralized dashboard offers a clear overview of all IT activities, making it easy to manage and track incidents and service requests. The Integraition into MS Team makes it more easy for end users Review collected by and hosted on G2.com.

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

SysAid addresses several critical IT challenges, such as incident and problem management, asset tracking, and service request handling. By centralizing these functions into a single platform, SysAid improves efficiency and reduces response times. The automation of routine tasks, such as ticket assignment and escalation, minimizes manual effort, allowing our IT team to focus on more strategic initiatives. Review collected by and hosted on G2.com.

Stephanie A.

Service Desk Analyst

Mid-Market (51-1000 emp.)

9/13/2024

"Sysaid: My personal Take"

5/5

What do you like best about SysAid?

This is cloud based, hence its easily accessble anywhere and anytime. It also has a user friendly platform, easy to navigate for end users. Due to its ease of implementation, this can be easily deployed to all users. It can be integrated with outlook, facilitating ease of cummunication Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Customer support tends to delay with their constant back and forth in the intent of trying to understand an escalated issue, eventually prolonging the support process Review collected by and hosted on G2.com.

Simon M.

Digital Services Manager

Mid-Market (51-1000 emp.)

11/29/2023

"Swapping to SysAid was great."

4.5/5

What do you like best about SysAid?

We swapped to SysAid because our previous system did not have the features we needed. We found that SysAid had all the features we required and more, and the price of the solution was very competitive.

The tech enablement sessions offered by SysAid made the implementation and integration go without a hitch, and the customer support staff were friendly and helpful.

SysAid is intuitive and easy to use. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

So far, we have no complaints about SysAid, and have found everything to our satisfaction. We use the helpdesk evey day and have come across no issues. Review collected by and hosted on G2.com.

Verified User in Airlines/Aviation

Mid-Market (51-1000 emp.)

12/4/2024

"Full of Features but comes at a cost"

3.5/5

What do you like best about SysAid?

ITSM system has alot to offer although it might have small short comings in terms of managing softwares on certain assets, however it is capablity in managing devices is surprisingly good. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

the implementation is a very hard path to go through, and documents do not reflect their new GUI, and it can be cumbersome to find the options hidden in different places. Review collected by and hosted on G2.com.

Fréderic B.

Founder - Managing Director

Enterprise (> 1000 emp.)

4/23/2020

"Very good ITSM tool and CMDB"

4/5

What do you like best about SysAid?

The functionalities provided by design are quite complete

a lot of possible parameters to align it to our process

a very good Asset and configuration Management tool with automatic update of Asset Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Lack of flexibility for the design of the Self-Service Portal and maybe the fact that the implementation process is fully remote Review collected by and hosted on G2.com.

Recommendations to others considering SysAid:

very good tool and very intuitive

cmdb capabilities are very good

automatic asset update is important Review collected by and hosted on G2.com.

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

increase our customer satisfaction

increase accuracy of our Asset and CI

enabling to take decision based on good statistic

providing us a good dashboard about support operation Review collected by and hosted on G2.com.

Tshepo M.

Third Party Application Support Specialist (Infrastructure Support)

Enterprise (> 1000 emp.)

9/10/2024

"Exceptional ITSM tool"

5/5

What do you like best about SysAid?

It assist with the managing of our support tickets with so many features like catalog management, routing and custom notifications. It also has a CMDB functionality which is very beneficial for asset management as we are a very large organisation. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Honestly at the moment there are no complains Review collected by and hosted on G2.com.