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)

edit

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

edit

Try an interactive demo created by the software seller (right here on G2).

Try demo

G2 reviews are authentic and verified.

Here's how.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

10/4/2017

"Takes a Bit of Customizing"

3/5

What do you like best about SysAid?

Web Interface.Available from everywhere. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Not as customizable as I would like, Needs better SSL Setup directions. Review collected by and hosted on G2.com.

Response from Oded Moshe of SysAid

edit

Hello there,

At SysAid we thrive on reviews as this is the only way we are going to do better.

I can help you with the SSL and customization issues, so if you would be so kind as to shoot me an email to o.moshe@sysaid.com, you'll get the help you need, and hey, maybe you'll even change your rating of our tool :)

Laura D.

Food Editor

Internet

Mid-Market (51-1000 emp.)

10/19/2016

"Web Services Ticket System"

2.5/5

What do you like best about SysAid?

Sysaid is a straight forward web service ticketing application. I never had any problems with it. It gets the job done. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

I do not enjoy the interface or the way the email alerts come through. Review collected by and hosted on G2.com.

Recommendations to others considering SysAid:

I would check out the interface and make sure the application is meeting your specific needs before choosing it otherwise I think there are better options. Review collected by and hosted on G2.com.

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

Sysaid allowed our organization to easily keep track of requests for work on the website. It kept the workflow streamlined. Review collected by and hosted on G2.com.

Suresh A.

Civil Engineer

Environmental Services

Small-Business (50 or fewer emp.)

9/3/2016

"Great software for troubleshooting systems on a business environment"

4.5/5

What do you like best about SysAid?

1. Very user-friendly UI.

2. Ability to upload screenshots of the issue/take screenshot from the software itself

3. Ability to select various categories of the problem Review collected by and hosted on G2.com.

What do you dislike about SysAid?

1. Doesn't have an UI of its own. Needs a browser.

2. Cant upload more than 3 screenshots to describe the problem. Review collected by and hosted on G2.com.

Recommendations to others considering SysAid:

Go for it. Fast and easy software to use. Review collected by and hosted on G2.com.

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

I have to report my daily summary of events to my management. In case of any issue with the computer, I can report it back immediately via the software. Thus we can solve the issue quickly. Review collected by and hosted on G2.com.

Ryan L.

System and Network Administrator

Telecommunications

Enterprise (> 1000 emp.)

4/6/2016

"Flexible, mature service desk tool"

5/5

What do you like best about SysAid?

Super flexible product. Has come along way in the many years it has been in development. New features are added frequently - with the cloud version being updated more frequently than the on premise releases. Supports many different database types when installed on prem. My account manager is very responsive, and the company has great communication with upcoming features and tutorials on how to setup new functionality. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

It can be challenging to setup. Due to it being a very flexible product, it does take a substantial amount of upfront time to get it setup exactly the way you want. It really benefits from having someone experienced administer the system (likely the person who installed it). Review collected by and hosted on G2.com.

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

Having a service desk tool has been very beneficial for my organization. The fact that it is very customizable allowed me to tailor my workflow and the information I want to capture, for maximum efficiency. Their system integrates with many third party tools, so I plan on activating the quickbooks data sync. Review collected by and hosted on G2.com.

Evelyn V.

Computer Systems Engineer

Information Technology and Services

Mid-Market (51-1000 emp.)

3/6/2016

"SysAidIT for clients"

4.5/5

What do you like best about SysAid?

SysAidIT is a breeze to implement. You can have it up and running in less than 30-minutes. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Configuration management graphics are limited by small space and mobile device web, such as Safari, lacks vertical scroll bars for incident records effectively hiding Submit and Apply buttons. The app is limited and has some usefulness, but the full web version is the best solution for us - if it had vertical scroll capability. There are no limitations when using standard desktop computers. Review collected by and hosted on G2.com.

Recommendations to others considering SysAid:

I wouldn't hesitate to buy SysAid. It is both acceptably usable out-of-the -box and highly configurable. We especially appreciate the LDAP integration with our domain controller. Review collected by and hosted on G2.com.

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

Ticket/incident reporting. End users especially like the "green" shortcut on their desktops. Help desk especially likes that the green icon app automatically captures a screen shot. End User Management especially like SysAid's ability to accept ticket requests from non-account holding users by eMail. This is important to us as we support outside agencies such as County EMS and volunteer fire departments who are not part of our 9-1-1 call center. Review collected by and hosted on G2.com.

Tommy G.

Sr. Manager, Technical Support Operations

Hospital & Health Care

Small-Business (50 or fewer emp.)

2/24/2016

"Elegant yet lightweight Service Desk that is customizable for any organization"

4.5/5

What do you like best about SysAid?

Our whole organization has adopted SysAid for not only managing Service Desk, but our SDLC and Implementation process. In a nutshell, SysAid is a fantastic tool that is lightweight on our organization that doesn't have much IT bandwidth to dedicate to issues and support. The SysAid Community is very helpful and our Organization as a whole is more connected across Departments to the Customer.

-Support & Community

-Fully Customizable

-HIPPA Compliant & Accessible Anywhere Review collected by and hosted on G2.com.

What do you dislike about SysAid?

-Email integration features could be expanded upon

-Branding limitations within the cloud environment

-Reporting capabilities need improvement Review collected by and hosted on G2.com.

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

Our Organization was searching for 1 tool that the entire organization could use for collaboration and visibility. SysAid is that ONE tool for us!

We have really thought outside of the box and have actually utilized Tasks and Projects and renamed R&D/ Software Releases. We are now able to link Bugs and Feature Requests from our Service Desk to these Software Releases to track resolutions and compile release notes. Review collected by and hosted on G2.com.

Jeff W.

IS Director

Mid-Market (51-1000 emp.)

2/22/2016

"Great Asset Management and Helpdesk Tool"

4.5/5

What do you like best about SysAid?

The cloud version of the product has made deployment and maintenance a breeze. We currently use the product mostly as an asset management and internal IT department task management system. The asset management allows us to track and maintain approximately 900 assets that we can query for installed applications, hardware types, AD user, etc. We have used the API to create integration with SQL to allow us to do aging/asset life cycle and other management reports. The service desk has helped our staff manage IT projects and tasks much more effectively. With staff and management reminders and notes for history we are much more accountable. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Support in North America has at times been a bit challenging. The company has improved this by adding people in the US. Another thing that has made this less of a problem is the ease of use for the product and also the minimal problems we have had in using the features discussed above. My account representative is awesome as well and has been great at helping me get the help I needed on a couple of occasions. Review collected by and hosted on G2.com.

Recommendations to others considering SysAid:

None in particular. Review collected by and hosted on G2.com.

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

One of the problems we are solving is effective management of our assets. We were spending a lot of time and failing a lot at trying to maintain our assets using a database we wrote ourselves. The low cost of SysAid in conjunction with ease of simply installing a client to the desktop to collect and input the data has paid for itself in time saved. The second problem we solved was the accountability we were losing without a system to monitor and track internal IT projects and tasks. We aren't losing track of projects and tasks now. We plan to further implement the product to help reduce helpdesk calls and improve self help features. Review collected by and hosted on G2.com.

Marnus V.

System Administrator

Airlines/Aviation

Enterprise (> 1000 emp.)

2/22/2016

"Helpdesk done right"

4.5/5

What do you like best about SysAid?

Custom report ability via SQL and report builder. Extendable to nearly any need. We modified ours to adopt Theory of Constraint management ideas. Alerting and resource monitoring a big plus. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

JAVA. Single threaded execution via JVM, causes problems sometimes, results in hangs loading big tables.

HTML email display needs some work as well. Email attachment pass through needs some work. Biggest loss of functionality is htmls with attachments. Review collected by and hosted on G2.com.

Recommendations to others considering SysAid:

Be very clear as to what the expectations are and test those expectations properly. If you do not get business buy in to the PROCESS of a helpdesk system, the software will never work for you. You need some kind of gatekeeper to protect your technical resources from the barrage. Review collected by and hosted on G2.com.

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

Production system monitoring and escalation. End user form based problem submission. Review collected by and hosted on G2.com.

Brad G.

Mid-Market (51-1000 emp.)

3/10/2016

"Why SysAid?"

4/5

What do you like best about SysAid?

We can now direct support emails to the correct group which has improved response time. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

We have created a number of Email rules, and after a while have numerous email rules becomes cumbersome. It is difficult to track why a particular email rule has been invoked. Review collected by and hosted on G2.com.

Recommendations to others considering SysAid:

I would definitely recommend the Help Desk within SysAid. This combined with the ability to add the Service Request into a Knowledge Base makes resolution of the same issue a lot easier "down the track" Review collected by and hosted on G2.com.

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

We have streamlined our support process by directing support emails to the relevant groups. After almost 12 months we can now start to get valuable information from the new reporting function. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

2/19/2016

"Great Software and easy to use and install"

4.5/5

What do you like best about SysAid?

It's Easy to use and has a quickly implement. With the basic packed you have a Fully funcionality for a great Price.

Could exist another ITSM solutions cheapper but, none had a support and a professional services like SysAid. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

We didn't found anything that dislike us.

Maybe the lack of integration with third party applications, we try to integrate with another SAP and it wasn't ease do it

Obviously, we need to look for profesional services to do it, but we thing that it's normally because SysAid it's Ease of us and is packed full of functionality for that reason and it can't have a natural intration Review collected by and hosted on G2.com.

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

SysAid helps us to quickly implement a help desk management service to our users.

Currently, it has facilitated the implementation of a comprehensive policy governing ITSM and now we can manage all the computers and mobile devices, and measuring suppliers through service-level agreement.

The main improvements of the latest version is the mobile device management and business intelligence which facilitates the monitoring and tracking service Review collected by and hosted on G2.com.