SysAid 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

SysAid

4.5

(501)

FrontRunner 2026

Pricing

Pricing available upon request

About SysAid

SysAid is an IT service management (ITSM) platform that helps organizations automate workflows and optimize IT service delivery. The platform caters to a variety of industries, including education, healthcare, manufacturing and managed service providers. It provides a suite of AI-powered capabilities to streamline operations and enhance productivity.

The platform includes features such as the AI Agent Builder, SysAid Copilot and AI Chatbot via Microsoft Teams. These enable organizations to automate tasks like ticket categorization, routing, and generating case summaries with sentiment analysis. Additionally, the asset management capabilities allow users to view, secure and manage assets directly from the service desk.

SysAid Screenshots

SysAid Pricing and Plans

Starting price: Connect with an advisor for pricing

Free Trial

Free Version

Help Desk

Pricing available upon request

Plan includes:

SysAid Copilot
Incident Management
Self-Service Portal
Service Catalog
Asset Management
Reporting and Analytics Escalation policies Remote control
Reporting and Analytics
Escalation policies
Remote control

ITSM

Pricing available upon request

Plan includes:

ITIL Package
Workflow Automation
Third-Party Integrations
Company management
Advanced SLA

Enterprise

Pricing available upon request

Plan includes:

Unlimited Automation Rules
Unlimited Custom Columns
Enterprise Premium Service

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SysAid Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of SysAid
Activity Tracking
AI Copilot
AI Summarization
Alerts/Notifications
Analytics
API
Approval Process Control
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Automated Responses
Availability Management
Bandwidth Monitoring
Barcode/Ticket Scanning
Benchmarking
Business Process Automation
Capacity Management
Change Management
Chatbot
Chat/Messaging
Client Portal
CMDB
Commenting/Notes
Compliance Management
Compliance Tracking
Configurable Workflow
Configuration Management
Contract/License Management
CPU Monitoring
Customer Database
Customer Support
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Dashboard Creation
Data Import/Export
Data Visualization
Document Storage
Drag & Drop
Email Alerts
Email Management
Email Templates
Event Logs
Feedback Management
Full Text Search
Generative AI
Help Desk Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
IT Asset Management
IT Asset Tracking
IT Reporting
IT Risk Management
Knowledge Base Management
Knowledge Management
License Management
Live Chat
Localization Automation
Maintenance Management
Mobile Access
Monitoring
Multi-Language
Network Monitoring
No-Code
Patch Management
Performance Metrics
Performance Monitoring
Prioritization
Problem Management
Process/Workflow Automation
Procurement Management
Project Management
Real-Time Chat
Real-Time Monitoring
Real-Time Reporting
Real-Time Updates
Recurring Issues
Release & Deployment
Release Management
Remote Access/Control
Remote Access & Monitoring
Remote Monitoring & Management
Reporting & Statistics
Resource Allocation & Planning
Role-Based Permissions
Rules-Based Workflow
Scheduled/Automated Reports
Server Monitoring
Service Catalog
Service History
Service Reporting
Service Request Management
Single Sign On
Social Media Integration
SSL Security
Status Tracking
Supplier Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Task Progress Tracking
Templates
Third-Party Integrations
Ticket Management
Uptime Reporting
User Management
Visual Analytics
Workflow Configuration

SysAid Integrations

Microsoft Teams

Integration rated 4.7 from 12 reviews

Google Workspace

TeamViewer

Trello

OneLogin

Qlik Sense

See all 35 integrations

SysAid User Reviews

Overall Rating

4.5

Ratings Breakdown

64%

28%

Secondary Ratings

Ease of Use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Luigi C.

Verified reviewer

Hospital & Health Care

1001-5000 employees

Used daily for more than 2 years

Reviewed September 2024

Efficient IT Management with Some Room for Improvement

Overall, SysAid has been a great ITSM solution for our organization, simplifying support processes and improving user satisfaction, though there are some areas for improvement.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

SysAid's user-friendly interface and real-time chat feature make it easy to manage IT support tasks and provide immediate assistance to users.

Cons:

The self-service portal could use a design update, and the change management process is not as intuitive as it could be.

Reasons for choosing SysAid

We chose SysAid because it offered the best balance of features, ease of use, and affordability. While ServiceNow was too complex and costly, and Freshdesk lacked some advanced ITSM features we needed, SysAid provided all the essential tools at a reasonable price, making it the ideal choice for our organization.

Reasons for switching to SysAid

We switched from ServiceNow to SysAid primarily due to the cost. SysAid provided a more affordable solution with the essential features we needed, making it a better fit for our budget while still delivering robust IT support capabilities.

Alex P.

Verified reviewer

Government Administration

5001-10000 employees

Used daily for less than 12 months

Reviewed July 2025

An outstanding ITSM solution delivered by an exceptional team of professional

SysAid are a committed and professional team, they bring a great balance of expertise and enthusiasm to their work. It’s clear they genuinely enjoy what they do. Highly recommended!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

We are currently in the implementation stage of the SysAid ITSM tool, and the experience so far has been outstanding. The SysAid team has been very approachable, highly knowledgeable, and genuinely friendly throughout the process. Their professionalism and support have made a real difference. There have been no hidden costs, which has made budgeting and planning straightforward. We’re especially impressed with their automation capabilities and Agentic AI solution - both are powerful, intuitive, and easily configurable. These features are set to save us significant time and money, streamlining our operations and boosting efficiency

Cons:

While the AI and automation capabilities of this ITSM solution are undeniably powerful, streamlining many repetitive and time-consuming tasks, here is a potential downside. The reduction in manual input could impact certain roles, particularly those focused on routine service desk functions. This shift, although beneficial for operational efficiency, may leave limited time for individuals to reskill or for organisations to redeploy staff effectively. To fully realise the benefits of automation while maintaining a strong support culture, it’s essential that organisations proactively plan for workforce transition and invest in upskilling and internal mobility

Reasons for choosing SysAid

SysAid had the best price and AI/Automation features.

Reasons for switching to SysAid

There were some limitations in workflow design, Ai and automation features.

Cynthia L.

Verified reviewer

Financial Services

201-500 employees

Used daily for more than 2 years

Reviewed November 2023

Sys-Aid

Using Sys-Aid has been easy and overall a great experience.

Ratings Breakdown

Ease of use

Value for money

Previously 4

Customer support

Previously 2

Functionality

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.

Patrick L.

Verified reviewer

Medical Devices

501-1000 employees

Used daily for more than 2 years

Reviewed November 2025

Cloud and Spaces Migration is Not Complete

I like the on-prem system and the classic UI, it was great. This new Cloud environment and Spaces UI feels like an abandoned project that the leadership team just has not been able to call a failure and rollback yet. Either finish it or nix it. Sitting in this halfway point is counterproductive and a clear failure.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Very robust system with many tools and abilities baked in. Very Versatile. SysAid is working with third party tools for integration opportunities with many, many pieces of software and other environments.

Cons:

The move from Classic to Spaces UI has been ongoing for years now, seems to have been abandoned at some point and left in an unfinished state. Spaces is half-baked with tons of issues and seems like it's been stuck halfway through its development for years now. Their documentation explaining everything about SysAid and how to use every component was great.....5-7 years ago. For the environment these days it's a coin flip if the documentation is on point or not.

Reasons for switching to SysAid

Taking back ownership of ITSM from our MSP.

Borja R.

Verified reviewer

Information Technology and Services

11-50 employees

Used weekly for more than 2 years

Reviewed December 2025

A Reliable and Well-Rounded ITSM Solution With Strong Automation

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

Value for money

Customer support

Functionality

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.

Spyros D.

Verified reviewer

Education Management

51-200 employees

Used daily for more than 2 years

Review source

Reviewed July 2025

Simple and intuitive, I get along well with it.

Reliable way to report requirements and problems, processing according to priorities. Surely benefits from implementation in the respective field.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

We've been using the ITAM variant in our field for years. There's a nice dashboard where you can see how many tickets are still open, how much time is left and the team's performance. If someone is already working on a ticket, you can see it at the top which is quite helpful. The knowledge base is also quite helpful, but it's rather difficult to find specific instructions there.

Cons:

Unfortunately, the program is often only as good as its users, which means you have to get to grips with SysAid in particular in order to be able to use all features of the program.

Reasons for switching to SysAid

Onboarding new users was not necessarily admin-friendly for my previous tools, SysAid has done an excellent job in this.

peter a.

Verified reviewer

Information Technology and Services

201-500 employees

Used daily for more than 2 years

Reviewed May 2025

SysAid- A better ITSM Tool

SysAid has been a wonderful ITSM tool so far. The support from both business and technical has been surperb

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I love the entire ITSM landscape. It is easy to log ticket, either incident, request or problem, and it is as well easy to manage these tickets. I like the ability to track ticket history, which has resolved dispute with support and requestors.

Cons:

I do not like the BI Analytics, it is confusing to use.

Reasons for choosing SysAid

SysAid promised a better cost and the existence of configuration management tool.

Reasons for switching to SysAid

Cost of the product was one major reason. Also team was looking for a configuration management tool

Corus M.

Verified reviewer

Higher Education

1001-5000 employees

Used daily for more than 2 years

Reviewed December 2024

SysAid, a cost effective reliable ITSM System for Mid - Large Enterprise

Other than a few things, we are generally happy with the system, as it has so far allowed us to manage our IT services effectively without having to pay hefty annual subscriptions.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Straight forward easy to configure inhouse without the need for a third-party expertise, including the workflow designer for Change management, making it easy to ensure each step is taken in the change process.

Cons:

Admin Group Privacy - Right now, regardless of how you configure the admin groups, it is not possible to ensure that one group mis not able to see members of the other group, including their tickets.

Reasons for choosing SysAid

We had to consider Pricing and functionality.

Garan T.

Verified reviewer

Hospital & Health Care

201-500 employees

Used daily for more than 2 years

Reviewed April 2025

SysAid - Supporting you and supporting your users.

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

Value for money

Customer support

Functionality

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.

Peter C.

Verified reviewer

Consumer Services

5001-10000 employees

Used daily for more than 2 years

Reviewed April 2025

Great ITSM with automation and AI!