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.

Product Website

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 Civil Engineering

Enterprise (> 1000 emp.)

12/5/2024

"Enhancing IT Service Management"

4.5/5

What do you like best about SysAid?

SysAid integrates smoothly with Microsoft Teams which helps our end-users to ask and answer questions without needing to create a ticket. This is one of our favorite features. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The older style interface is clunky, looking forward to Spaces. Review collected by and hosted on G2.com.

Verified User in Dairy

Enterprise (> 1000 emp.)

5/29/2024

"Good program"

2.5/5

What do you like best about SysAid?

Sysaid is good to help track tickets not any help desk ticket tracking system. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The cons to this software is the following.

Bad at sending proper formated email. It is hard to find any update about the ticket within the email sent to the user.

System doesn't have a way to add additional users and or watch list people. When I need to include additional IT support people there is no way to add them to the ticket.

Choosing a user for the ticket is gluggy at best. Instead of being one of the first fields to fill in it is buried in the middle.

When choosing catagories - I should be able to go to the third category to choose my issue. The first and second category should automaticaly fill in for me. Instead it doesn't give any options. Makes it very difficult for a user to find the issue they are having. Review collected by and hosted on G2.com.

Kofi A.

Service Desk Analyst

Enterprise (> 1000 emp.)

7/13/2024

"Remote Work Made Easier with SysAid"

5/5

What do you like best about SysAid?

SysAid provides a cloud enabled platform that allows our suport staff to work remotey with ease and provide the relevant support when needed Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Most of the reports require customisation which can be a bit tedious. Review collected by and hosted on G2.com.

Vic B.

IT support specialist

Mid-Market (51-1000 emp.)

6/28/2023

"Sysaid, aid for when you need to settle"

1.5/5

What do you like best about SysAid?

Sysaid is almost a fully customizable system that could be made into something fun and intuitive. I enjoy the ability to change the look and the text on the main page. The color can reflect our company colors and made into something that is ours. I also enjoy the ability to create ticket templates and have them preset with certain items. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Even though the system is about fully customizable, it does not work as fluidly as they seem to have liked. We can customize the system, but what good is it if it breaks the page flow and we have to review the changes made repeatedly? If we could view or preview the changes, the page would have been more than enough. Review collected by and hosted on G2.com.

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

We needed a ticketing service, which we ended up settling for. We looked at all the other available, and it sounded beautiful. But now, after using most of the system, half of these add-ons do not even work correctly! It serves the purpose we initially needed, but that is as far as it goes for us. Review collected by and hosted on G2.com.

Response from Liora Coberman of SysAid

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Hi Vic,

Thanks for leaving us a review.

Your feedback is super important to us. We hear your frustration and we're always working hard to make sure you have a smoother experience. Our team will be in touch to see if there's anything else they can do to improve your experience with SysAid.

more_vert

Gracia T.

Analyst

Mid-Market (51-1000 emp.)

12/7/2022

"Sysaid Usability and Friendliness"

5/5

What do you like best about SysAid?

Sysaid is ease to use and the interface is easily navigatable Review collected by and hosted on G2.com.

What do you dislike about SysAid?

on some days, the platform goes off displaying error 504, this dramatically affects ticket resolution and customer-initiated requests, hence delaying turnaround times Review collected by and hosted on G2.com.

Andy W.

IT Technician

Mid-Market (51-1000 emp.)

9/4/2024

"SysAid Review"

5/5

What do you like best about SysAid?

Ease of use for admin and end users.

The ability to customise both the asset and helpdesk side of the solution to cator for our own internal usage. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

On premise verision - When creating an activity within an a new ticket. If the end of activity time is added incorrectly and is set to before the activity start time the ticket cant be saved and you have to start again. Review collected by and hosted on G2.com.

Oscar Raul A.

Business development

Enterprise (> 1000 emp.)

9/4/2024

"SysAID an Excellen tool to improve IT productivity"

4.5/5

What do you like best about SysAid?

Sysaid is an integral solution aligned with ITIL.

I love BI Analytics dashboards this is a great tools to get insight to take better decisions Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Nothing to comment in this part, no major issues using this solution Review collected by and hosted on G2.com.

charles s.

VP of IT

Mid-Market (51-1000 emp.)

8/14/2019

"Excellent Help desk software and more"

5/5

What do you like best about SysAid?

I have been a Sysaid User for many years now. the software it fantastic. easy to use and the support is outstanding....highly reccomend Review collected by and hosted on G2.com.

What do you dislike about SysAid?

I actually have no dislikes. the software does everything that I need and more Review collected by and hosted on G2.com.