--- title: "SysAid Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of SysAid. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if SysAid is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/sysaid-it-crm-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) / SysAid Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/alternatives/) # SysAid User Reviews ## Reviews summary - Overall rating: 4.5/5 - Total reviews: 528 ### Secondary ratings - Ease of use: 4.5/5 - Customer support: 4.5/5 - Value for money: 4.5/5 - Functionality: 4.5/5 ### Rating distribution - 5 stars: 340 reviews (64%) - 4 stars: 148 reviews (28%) - 3 stars: 28 reviews (5%) - 2 stars: 9 reviews (2%) - 1 star: 3 reviews (1%) ### Most mentioned pros - SysAid makes it easy to log, track, and manage incidents and service requests in a structured way, improving response times, accountability, and overall efficiency in IT service delivery. - It provides a reliable and structured platform for managing incidents and service requests, improving efficiency and accountability. While the core functionality is strong, there is room for improvement in user interface and ease of configuration. - The self-service portal and asset management features are especially useful, allowing end users to raise and track requests easily while giving IT better visibility and control. ### Most mentioned cons - Manual effort for governance activities – group ownership reviews, access attestations, and compliance‑driven processes were not natively supported. - If I had to pick a downside, it would be the learning curve associated with the advanced reporting designer. While the data is all there and the customization options are vast, it takes a bit of time and practice to build complex, non-standard reports. - No current Mobile solution, this is very frustrating and make On-Call Tickets very painful when not Infront of a computer. ## SysAid customer reviews Showing reviews 1-25 of 528 (page 1). ### From Manual Work to Smart Automation: Our SysAid Experience - Overall rating: 5/5 - Reviewer: Kofi A. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Our daily tasks have become easier, and we’ve drastically improved our support time. With SysAid, users can now connect and get help from anywhere—it’s made work easier across the board #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros SysAid has a user-friendly interface that enables our IT teams to handle incidents and requests efficiently. Also, the built-in automation minimizes repetitive tasks and accelerates response times making day to day support smoother #### Cons Most of the reports still need some customization, and that can be a little tedious to manage. Reports are useful but can lack flexibility for advanced use cases. #### Reasons for switching to SysAid Compared to BMC Remedy, SysAid offers a more modern, user-friendly, and agile approach to IT service management. Tasks that previously required multiple manual steps in Remedy—such as change approvals, ticket routing, and access requests—are now streamlined through automated workflows in SysAid. --- ### Give your review a title Elevating IT Operations: A Scalable and Intelligent ITSM Solution - Overall rating: 5/5 - Reviewer: Víctor Adolfo G. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. My experience has been consistently positive, largely because SysAid feels like a partner rather than just a vendor. The platform is extremely stable and has allowed us to professionalize our IT operations significantly. We’ve moved away from manual, error-prone spreadsheets to a centralized, automated environment where everything is tracked. The time saved on ticket triage and asset auditing has allowed my team to focus on strategic projects that actually drive the business forward. It is a reliable, scalable solution that offers great value for the investment. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What stands out most is how SysAid manages to pack enterprise-level features—like native IT Asset Management (ITAM) and AI-driven automation—into a package that is actually manageable. Unlike its larger competitors, you don't need a massive team of consultants to get it running. The workflow designer is incredibly flexible, allowing us to orchestrate complex internal processes (like onboarding or change requests) with ease. It effectively bridges the gap between a simple help desk and a high-end ITSM suite. #### Cons If I had to pick a downside, it would be the learning curve associated with the advanced reporting designer. While the data is all there and the customization options are vast, it takes a bit of time and practice to build complex, non-standard reports. I would love to see a more intuitive 'drag-and-drop' analytics builder in future updates to make quick data visualization even more accessible for department heads. #### Reasons for choosing SysAid We chose SysAid because it offered the most comprehensive 'all-in-one' functionality without the administrative complexity of its larger competitors. While platforms like ServiceNow are powerful, they required a level of specialized maintenance and consultancy that didn't fit our lean operational model. SysAid provided a native, robust IT Asset Management (ITAM) integration that was superior to Jira's, and its automation engine was more intuitive than ManageEngine's. Ultimately, it was the best balance of enterprise-grade features, a forward-thinking AI roadmap, and a total cost of ownership that made sense for our organization's growth. --- ### Sys-Aid - Overall rating: 5/5 - Reviewer: Cynthia L. - Verified reviewer: Yes - Industry: Financial Services - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Using Sys-Aid has been easy and overall a great experience. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Sys-Aid was easy to configure and allowed us to customize to exactly what we needed for our Help Desk Tickets. It allows us to track fields, build reports, have built in approval workflows. It helped to reduce manual tracking of approvals for requests. #### Cons Building in some of the New Hire and Separation workflows got a little complicated. Once we upgraded to a newer version, the workflow automation help was much clearer and helped us to get workflows built. #### Reasons for choosing SysAid Features, functionality and price #### Reasons for switching to SysAid Track-it was going to a GUI based option and it just wasn't keeping up with our needs. A lot of customization was taken away. --- ### SysAid end user review - Overall rating: 3/5 - Reviewer: Michaela V. - Verified reviewer: Yes - Industry: Machinery - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: April 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros User‑friendly interface – easy for both IT staff and end users to create, track, and update tickets without extensive training. Strong ticket lifecycle management – clear visibility of ticket status, ownership, SLAs, and history. Customizable workflows and forms – flexibility to adapt categories, fields, and processes to local IT needs. Asset management integration – ability to link tickets directly to assets helped with troubleshooting and audit traceability. Good notification and escalation capabilities – automated alerts supported SLA compliance and issue resolution. Centralized tool – incidents, requests, assets, and reporting in one place simplified daily operations. #### Cons Reporting limitations – advanced or audit‑ready reports often required manual effort or workarounds. UI inconsistencies – while usable, some areas felt dated and less intuitive, especially for less frequent users. Restricted role and access modeling – fine‑grained access governance and ownership concepts were limited compared to modern ITSM/IGA tools. Integration constraints – integrating with identity governance, automation, and cloud‑native tools required additional effort or custom solutions. Manual effort for governance activities – group ownership reviews, access attestations, and compliance‑driven processes were not natively supported. --- ### A Reliable and Feature-Rich IT Service Management Solution - Overall rating: 5/5 - Reviewer: Toluwalope O. - Verified reviewer: Yes - Industry: Banking - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: July 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, our experience with SysAid has been positive. The platform has helped us improve the way we manage IT support by streamlining ticket management, automating routine tasks, and providing useful reporting for monitoring performance. While there are areas that could be improved, such as the user interface and navigation, it has been a reliable solution that supports our day-to-day service desk operations. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I like most about SysAid is the ticket management and automation features. They make it easier to manage incidents, improve response times, and cut down on manual tasks. I also like the reporting feature because it provides useful insights into our support performance and helps us track how the team is doing. #### Cons The main area I think SysAid can improve on is the user interface. Although the platform has a lot of useful features, navigating some sections isn't always straightforward. Making the navigation simpler and improving the report creation process would make the overall user experience much better. --- ### The Best ITSM Tool - Overall rating: 4/5 - Reviewer: peter a. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. SysAid is an Easy tool to use. Navigation is not difficult and configuration setups are not rocket science. I actually feel like an expert in using SysAid ITSM tool #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros SysAid is great ITSM tool. I like their BI Analytics model as it helps with our ticket analysis. I also love their ability to customize the tool to suit our needs anytime we request. #### Cons I am sill waiting on Improvement on the CMDB CI relationship mapping. That is what i dislike least about SysAid tool #### Reasons for choosing SysAid It was less expensive compared to the others. #### Reasons for switching to SysAid It was expensive and did not meet our CMDB requirement --- ### Effective Ticket Management Tool - Overall rating: 5/5 - Reviewer: Benjamin A. - Verified reviewer: Yes - Industry: Banking - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: May 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. SysAid has been a great service management tool and has made reporting and integration with other platforms easy. This has increased overall productivity for the ITSM team and the company as a whole. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros As our main service management tool, one of the best things I like about SysAid is the ease of integration and support given by the SysAid team during such processes. Currently, one can initiate a MS Teams chat directly from SysAid and this makes it easier when a resolver wants to engage a requester. #### Cons Output of spooled reports are not direct to work with. Spooled data need to be tweaked further to get the output/display required. If reports display can be customized, this will cut the amount of work that goes into cleaning and tweaking the report. #### Reasons for switching to SysAid Growth of the company and agility of the platform --- ### Handy Helpdesk Tool - Overall rating: 4/5 - Reviewer: Lorna H. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. The tool provides a range of functionality needed to run an efficient Helpdesk, onboarding was completed within the time frame and support remains easily accessible from that point onwards. The tool can be updated and configured to the changing needs of your Helpdesk, and that is within your control to configure." #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros Remote Support which is available within the tool, therefore providing a more streamlined experience Knowledgebase which is easy to upload articles, and send to end users via the ticket Templated responses save time on those common queries, having to type out the same written response. AI categorisation for ticket types, saving team members selecting these manually #### Cons The email communication within the ticket is clunky and slow to have to click into and read through each email sent from the end user in Classic and in Spaces it's hard to follow, with repetition of messages. AI Email Agent doesnt always provide the most accurate response we found, even when adjusting guardrails and selecting best matched AI responses for tickets. --- ### Leading ITSM Platform - SysAid - Overall rating: 4/5 - Reviewer: joel jacob j. - Verified reviewer: Yes - Industry: Design - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience with SysAid has been positive. The platform provides strong capabilities for IT service management, automation, reporting, and self-service. The AI and chatbot features are particularly valuable in reducing manual effort. A more consistent UI and a smoother workflow configuration experience would make the platform even better. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros The AI integration and chatbot capabilities have helped reduce first-level support tickets and improve self-service. #### Cons Frequent switching between the new and old UI, especially when creating or managing workflows, can make the experience less seamless. --- ### Great ITSM Platform - Overall rating: 4/5 - Reviewer: Jose P. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2026 - Review source details: This review was submitted organically. No incentive was offered Overall my experience has been good. The platform supports our needs in terms of request and incident management. Could improve about reporting and change manegement but it serves it purpose correctly #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It works perfectly for what we need it to. It is used as an IT Help Desk for Incidents and Request within our organization. #### Cons Reporting and change management features. Also as it is an on premisse implementation it lacks certaing features vs the Saas version. --- ### SysAid - Supporting you and supporting your users. - Overall rating: 5/5 - Reviewer: Garan T. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. The experience with SysAid has been next level, their support for the product is amazing and they never let any customer feel unnoticed. They will always try their best to strive for customer satisfaction and make things work for YOU. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros SysAid is the best ITSM tool available for IT teams, it is super easy to customise and ensure it follows ITIL workflows and assist you in getting your work done. #### Cons The clunky interface and basic limitations that can be easily fixed with a few lines of HTML #### Reasons for choosing SysAid SysAid outperformed ZenDesk in all AI features and was clearly built from the ground up by IT professionals for IT professionals meaning it is the perfect product for us and has the best support I have seen from any IT tool. --- ### SysAid Helpdesk System - Overall rating: 4/5 - Reviewer: John B. - Verified reviewer: Yes - Industry: Civil Engineering - Company size: 201-500 employees - Product usage: Used daily for less than 12 months - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall I'm happy with SysAid so far. We used it to replace an on-prem and so far it's doing what we need from it. We have a lot to learn about it still as well #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Very customizable, everything is ran from the cloud so users can access it from anywhere. Support seems to be on top of things when I've opened a ticket #### Cons While it is very customizable, this also makes it very time consuming to set up every aspect of the helpdesk system. You have to create / change fields, categories, routing etc... to your custom needs #### Reasons for switching to SysAid Product went EOL so we had to switch to a different product --- ### Great support and customer care, a lot of features, requires someone to help with the setup - Overall rating: 5/5 - Reviewer: Nejc G. - Verified reviewer: Yes - Industry: Insurance - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2024 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. A lot of features and configuration options. We would recommend using professional sysaid hours to setup the system. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Professional support, great Helpdesk, great costumer care, extensive documentation, ai chatbot #### Cons Although the new UI/UX is great if still lacks basic features and stability #### Reasons for switching to SysAid No support, no cmdb, complicated documentation --- ### Great Addition to our Service Desk - Overall rating: 4/5 - Reviewer: Rachel B. - Verified reviewer: Yes - Industry: Food Production - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: November 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Implementation went pretty well for us, we did not have a ton of customizations needed before go live so that made it easy as well. However we did use the customization features for the SSP after go live to revamp what we did create. As well as the work flows, this comes in handy so much for purchasing and access approvals. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Knowledge Base Customization of workflows, categories, SSP, pretty much anything. Work Flows Patch Management Reporting feature Asset Management Integration of Azure, Teams Chat bot, Power BI #### Cons The Remote Control feature is a bit wonky and needs updating. We also discovered that Merging ticketing may be easy, but the updating of the categories for those tickets is not automatic. That is not a huge deal since we really do not merge many tickets. #### Reasons for choosing SysAid SysAid gave us what we were looking for and at a fraction of the cost as the others. #### Reasons for switching to SysAid We needed more functionality then what was offered in our previous software. --- ### A Reliable and Well-Rounded ITSM Solution With Strong Automation - Overall rating: 4/5 - Reviewer: Borja R. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used weekly for more than 2 years - Reviewed: December 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience with SysAid has been very positive. In terms of security, the platform provides reliable controls that inspire confidence when managing sensitive data. Its feature set is comprehensive, covering everything from ticketing and asset management to knowledge bases and automation tools. The automation capabilities stand out the most, enabling smoother operations and helping reduce repetitive tasks. The customer support provided by SysAid is helpful and responsive, particularly when dealing with technical inquiries. With regard to value for money, SysAid offers a strong package, especially for organizations looking for an all-in-one ITSM solution. The live chat function improves user engagement by offering real-time assistance, and the deployment process, while requiring some initial setup effort, is well-documented and straightforward once familiar with the system. In summary, SysAid is a reliable, feature-rich platform that enhances productivity and offers a good balance between functionality, security, and overall cost. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros What I liked most about SysAid is its solid set of features combined with powerful automation capabilities. The platform makes it easy to streamline workflows, reduce manual effort, and keep support operations highly organized. Its security measures are robust, and the live chat tool allows quick communication with users, improving resolution times. #### Cons The main drawback is that certain advanced configurations—especially in automation rules and integrations—can be time-consuming for new administrators. Additionally, while the value for money is generally good, some add-on features could be more competitively priced. --- ### Good IT Service Management Tool for Streamlining Support Operations” - Overall rating: 5/5 - Reviewer: Devesh S. - Verified reviewer: Yes - Industry: Information Services - Company size: 201-500 employees - Product usage: Used monthly for less than 12 months - Reviewed: March 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, SysAid has been a positive experience, improving IT support efficiency and automation, though it could improve in UI, reporting, and ease of setup. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The self-service portal and asset management features are especially useful, allowing end users to raise and track requests easily while giving IT better visibility and control. #### Cons Additionally, the reporting capabilities are somewhat limited, especially when advanced or highly customized insights are needed. At times, there can also be performance slowdowns or minor usability issues, particularly when handling large volumes of tickets or configurations --- ### SysAid is a solid tool with a great team that will support you all the way through - Overall rating: 5/5 - Reviewer: Victor D. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 501-1000 employees - Product usage: Used daily for less than 6 months - Reviewed: June 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. We had a lot of tickets coming in that required very quick answers, which would take time from my team on important projects. With the AI functionality, this is now a thing of the past. The AI bot will message the user with solutions for their problems if the solution exists in the KB #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The AI functions are vast and very useful Ease of use is big for our customers, whether they be internal or external Implementation was fast and to the point any questions we had were responded to within 1 or 2 days Their Customer support team was fast to respond, and they take feedback and new functionality very fast Integrations with Teams and AD were simple and clean, not a lot of trouble to complete and test My team and I are using the app daily, and now, our internal users are very happy with the change #### Cons It might be the Asset management part of the application, but it is based on our requirements not a bad thing on the application itself #### Reasons for switching to SysAid old tool not up to the business standards --- ### global service TL - Overall rating: 5/5 - Reviewer: Lee T. - Verified reviewer: Yes - Industry: Dairy - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. postive and good experience overall the support from the team is excellent they are always willing to assist and help manage the platform. getting support from the team is a fast process and always done with a smile. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros the team and support from [sensitive content hidden]. the workflows, incident management and change made ease of access and updating reporting and support during upgrade made easy #### Cons some development can be challaging but the team ensure they support me through the course --- ### One of the Simplest and easiest Ticketing tools with lot of exciting Features - Overall rating: 5/5 - Reviewer: Vijay K. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2024 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. It can be accessed easily across multiple devices seamlessly Tickets get refreshed faster. There is no latency We created routing rules for different categories in SysAid, so the manual interaction was reduced. When an end user submits a ticket, it goes to the respective teams directly. Due to this implementation, response times have reduced. We integrated SysAid into Microsoft Teams platform. Implementation of SysAid Copilot AI Chatbot #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Integration with Microsoft Teams Implementation of SysAid Copilot AI Chatbot Migration to cloud #### Cons SysAid Testing environment is refreshed manually based on the ticket we submit to SysAid. It is the Only con i could think of. Otherwise, the product is excellent in all areas --- ### SysAid Review - Overall rating: 4/5 - Reviewer: Aaron B. - Verified reviewer: Yes - Industry: Retail - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: December 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It is a great application with great potential #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Ticketing system is easy to use and and very useful in terms of organization and disbursement of tickets #### Cons The GUI looks a bit cluttered when there is alot of tickets --- ### A reliable ITSM solution with better pricing. - Overall rating: 4/5 - Reviewer: Anitha V. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2024 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. It is one of the best ticketing tools available in the market & it can be easily customizable. The self-service portal & knowledge helps the user for immediate resolution for common issues in the service desk. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It is one of the best ITSM tool available in the market with better pricing. It has all the recent integrations like AI, chatbot, & it also works well with Teams. #### Cons There is a limitation for non IT departments & the app is not compatible with mobile,. The training to users may require signification time to adapt to the system features. --- ### ITSM Best tool - Overall rating: 5/5 - Reviewer: Shankar S. - Verified reviewer: Yes - Industry: Computer Software - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2024 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Happy with the product and good ITSM method. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Customer care and support , quick response. #### Cons End user interface , New enhancement take ages to implement. --- ### Sysaid - A Second Review - Overall rating: 5/5 - Reviewer: Akosua Tiwaa K. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Initially, I had reservations about sysaid's customer service support. However, I've come to appreciate the value in their meticulous approach to addressing issues and providing long-lasting solutions. This positive aspect of their service has improved my perception of SysAid. Nevertheless, I have noticed that resolving critical issues can be time-consuming, and this could be an area for potential improvement. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Over the years, SysAid has consistently demonstrated stability in its ticketing system. Even in a high-volume environment with over 15,000 tickets processed monthly, the platform has effectively maintained data integrity without experiencing delays or system lag. #### Cons In a previous review, I initially expressed dissatisfaction with SysAid's customer service support. However, over time, I came to appreciate their methodical approach to ticket inquiries, which aims to understand the root cause of issues for a more effective and lasting solution. Nevertheless, for critical issues requiring tier 3/4/developer attention, the resolution process tends to be time-consuming. #### Reasons for choosing SysAid SysAid offers cost-effectiveness, ample customization, effortless implementation, and has consistently remained the most economical and efficient option over the years. --- ### SysAid is a great product that could be a fantastic product - Overall rating: 4/5 - Reviewer: Chris W. - Verified reviewer: Yes - Industry: Facilities Services - Product usage: Used daily for more than 2 years - Reviewed: October 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We were able to get a comprehensive product that gave us the biggest bang for our buck compared to any other product. Overall we are very happy with it. Support, not so much. There are lots of things we would change, or focus on changing for sure. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 5/5 - Customer support: 2/5 - Functionality: 4/5 #### Pros We like SysAid because of it's flexibility in design. We are easily able to create new forms and templates for different kinds of tickets and as such were able to roll out SysAid to our entire company and it is now utilized by every department in our company. We love the workflow features and that we are able to incorporate data from our active directory infrastructure to be able to identify end users and their departments or managers. We are very happy with our ability to modify and maintain escalation rules. Because the system is operating on Microsoft SQL Server we have been able to very successfully use SQL Reporting Services to generate very robust reports to provide our management teams with metric data that was previously unavailable. #### Cons Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we don't want them all to have the power to change our system configuration. So it lacks foresight that a feature like that would require the keys to the house to be able to use. The same thing goes for designing templates. There is a security role to be able to modify and design templates, but you cannot create custom fields and new lists with that role, so users cannot complete the designing of their forms without having been given the SysAid Admin role which is more power than we want them to have over the system. This leads to unforeseen problems where departments admins start making changes to the system without knowing that the change does not only affect them or their department. Canned reporting is not great. Even the custom reporting feature is not good. --- ### Affordable IT management tool for education users - Overall rating: 4/5 - Reviewer: Phil R. - Verified reviewer: Yes - Industry: Education Management - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. SysAid helps us deliver a support service with ease. The self-service portal really helps provide a central support hub where our end users can request further support or a variety of self-support material which we've pre-populated. Our overall experience both with the software itself and the support from SysAid has been brilliant. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros SysAid is so easy to setup and, right out of the box, guides you through an easy installation process (we use the on-prem version) Our end users interact positively with a well designed web GUI and local system agent. The green desktop icon is our 'go to' for support and certainly plays a big part in our support service offering. #### Cons Minor things really, we've used this software for a while now and grown as a support service with it. With regard to upgrade paths, we'd like to see a single 'rollup' upgrade rather than incremental patches as this would help to reduce our downtime. Some further customizations (branding) to the GUI would also be great, different themes for instance. ## More reviews [Next reviews](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/reviews/?page=2) --- SysAid Reviews, Pros and Cons - 2026 Software Advice