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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Sergio S.

Head of Managed Services

Small-Business (50 or fewer emp.)

1/26/2021

"ITSM Software"

4.5/5

What do you like best about SysAid?

The best of this tool is the easiest way how we can deploy it. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

SLA Reporting could have a better development Review collected by and hosted on G2.com.

Vijayakumar M.

Servicedesk Lead

Enterprise (> 1000 emp.)

9/5/2024

"Wonderful Experience"

5/5

What do you like best about SysAid?

SysAid's ticketing system is highly flexible and easy to configure and customize Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Sysaid is highly helpful and we love it. Review collected by and hosted on G2.com.

Vicki A.

ITS Operation Supervisor

Mid-Market (51-1000 emp.)

9/10/2024

"Best Account Manager"

5/5

What do you like best about SysAid?

Ease of Use of the Self-Service Portal for our customers, our new Account Manager Naina Agarwal is great. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Event Log needs to be more descriptive, we need the ability to select all when reviewing the information in the Event Log. Review collected by and hosted on G2.com.

Dhayananth S.

Lead Operation

Mid-Market (51-1000 emp.)

9/11/2024

"A goto tool for Helpdesk"

5/5

What do you like best about SysAid?

The reporting, Dashboard and the customisation Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The way we responded to tickets via message can be more simpler because each time we need to search for the contact and select and paste as it eats up some time Review collected by and hosted on G2.com.

Verified User in Electrical/Electronic Manufacturing

Enterprise (> 1000 emp.)

11/22/2023

"Great ITSM System"

5/5

What do you like best about SysAid?

Having the combination of ticketing and asset management in one solution. AI Copilot is working amazing. Our IT admins and end users love using it and it has increased the success of self-service. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Some of the canned reporting could use a makeover. Review collected by and hosted on G2.com.

Alec M.

Information Technology Support Manager

Mid-Market (51-1000 emp.)

6/25/2024

"Sysaid is good for keeping track"

3.5/5

What do you like best about SysAid?

The fact that running a help desk can get overwhelming with calls and emails sysaid allows the team a bit of structure to keep track of all issues Review collected by and hosted on G2.com.

What do you dislike about SysAid?

If you don't have premium important features are not incorporated Review collected by and hosted on G2.com.

S C.

IT Anlayst

Computer & Network Security

Enterprise (> 1000 emp.)

11/30/2023

"SysAid has streamlined our IT processes, enhancing efficiency and simplifying management tasks."

4/5

What do you like best about SysAid?

SysAid's user-friendly interface and powerful remote access capabilities have significantly improved our IT support workflow. The comprehensive ticketing system and customizable dashboards provide a centralized and organized approach to issue tracking, contributing to a positive overall experience.

Also, The implementation process was smooth, ensuring a hassle-free onboarding experience.

We use SysAid regularly, and its efficiency has made it an integral part of our daily IT operations.

SysAid offers a rich set of features, particularly in remote access and Integration with other tools and systems has been straightforward, enhancing overall IT management. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

The learning curve for some advanced features was a bit steep initially, with training and support resources, our team adapted quickly. The limitations in highly customized reporting are a minor drawback; however, the overall reporting functionality is robust. SysAid's customer support has been responsive and helpful bbut slow. Their technical terms can be confusing sometimes. Review collected by and hosted on G2.com.

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

SysAid's centralized ticketing system and powerful remote access capabilities enable our IT team to troubleshoot and resolve issues swiftly. TWhile minimizing downtime for end-users and contributing to increased productivity. SysAid's knowledge base and self-service portal empowers end-users to find solutions independently which also reduced the volume of support requests and fostered more self-sufficient user community. Review collected by and hosted on G2.com.

Akosua K.

Service Desk Analyst

Mid-Market (51-1000 emp.)

12/7/2022

"Sysaid Usage - A year Later"

5/5

What do you like best about SysAid?

Nearly a year following my initial review, I've had the opportunity to extensively integrate SysAid into my daily workflow. I've discovered that, while it continues to provide the same robust features, the SysAid team is commendably receptive to incorporating valuable new functionalities. The introduction of a query-answering bot and automated ticket logging is particularly noteworthy. I am hopeful that SysAid will consider granting users the ability to customize this bot to better align with the specific needs of our organization. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

While SysAid Helpdesk proves beneficial, the prolonged duration taken to deliver lasting solutions for significant issues becomes a notable concern. While I value their commitment to understanding raised issues thoroughly, the extended timeline often results in work accumulating and impacting productivity due to unresolved issues within the specified time frame. Review collected by and hosted on G2.com.

Masmi M.

Senior IT Executive

Mid-Market (51-1000 emp.)

12/6/2021

"SysAid Helpdesk"

4.5/5

What do you like best about SysAid?

We have used SysAid since 2008 to help us with Asset Management. Moving forward, SysAid has been the key element in our company to help us in our day-to-day job, and IT as a whole Review collected by and hosted on G2.com.

What do you dislike about SysAid?

Sometimes SysAid does not work perfectly with Google Chrome especially when using My Desktop function. It works better in Firefox and I can't figure out what happened. Review collected by and hosted on G2.com.

Recommendations to others considering SysAid:

SysAid is one of the best Asset Management software in the market. You can also use SysAid to help your users remotely and with SysAid self-service portal, users can find what they need in no time. With SysAid you can have an overview of your company asset and managed them without any hassle. Review collected by and hosted on G2.com.

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

Asset Management has been much easier since we use SysAid. During the days that we use Excel to keep track our assets and then to go to each asset to collect data that was such a long and tedious process. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

2/23/2024

"My experience with SysAid"

5/5

What do you like best about SysAid?

the practicality of handling tickets where analysts have several tools available in the form to use, in conversation with the user they can send notes on the ticket or send an email to the user, messages that reach the user instantly , and in the analyst's activities part he can detail the steps he took on that ticket, everything is very detailed and the history is saved. Review collected by and hosted on G2.com.

What do you dislike about SysAid?

We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc... Review collected by and hosted on G2.com.