# SysAid Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is SysAid the right Service Desk solution for you? Explore 512 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/107225/SysAid/reviews --- SysAid 4.5 (512) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 24th, 2026 # Reviews of SysAid Ease of use 4.5 Customer Service 4.5 ## Pros and Cons in Reviews PG PRINCESS G Performance ManagementBanking, 10,001+ employeesUsed the software for: More than 2 years. “Its automation and clear workflows improve response times and support better cross‑team communication. While setup and configuration can be challenging at times, and the interface could be smoother, it still provides strong value with its insights and integrated ITSM features.“ March 31, 2026 NV Norbert V IT Admin - AnalystElectrical/Electronic Manufacturing, 10,001+ employeesUsed the software for: More than 2 years. “We are big company with more than 15 000 employees, we have a lot of tickets when something goes wrong, Sysaid was not initialy setup for such big companies, it tend to get laggy.“ February 27, 2026 CU Cephas U Enterprise Business Intelligence and ReportingFinancial Services, 10,001+ employeesUsed the software for: More than 2 years. “Also, it helps me track the area in which the users need more trainings, and it has helped my team to develop solutions to address their needs.“ March 24, 2026 BR Borja R IT ConsultantInformation Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “The main drawback is that certain advanced configurations—especially in automation rules and integrations—can be time-consuming for new administrators.“ December 4, 2025 MG Martin G Software developerSemiconductors, 10,001+ employeesUsed the software for: More than 2 years. “From an IT user perspective, SysAid provides a stable and well-structured ITSM platform that supports efficient incident and request management.“ March 24, 2026 Michal N Desk side support leaderSemiconductors, 10,001+ employeesUsed the software for: 1-2 years. “SysAid have small bugs like login page error or scenario when you are creating ticket and you click on other tab it can freeze and you wont be able to pick category as it will go blank. Or in some scenarios the SysAid page randomly refresh and your ticket is gone.“ July 12, 2024 BR Borja R IT ConsultantInformation Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “Its security measures are robust, and the live chat tool allows quick communication with users, improving resolution times.“ December 4, 2025 CU Cephas U Enterprise Business Intelligence and ReportingFinancial Services, 10,001+ employeesUsed the software for: More than 2 years. “For example, there is a temporary service failure and multiple users have logged complaints about it.“ March 24, 2026 ## Showing most helpful reviews Showing 1-25 of 512 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Sol Jung 정. Cabin Service Airlines/Aviation Used the software for: I used a free trial ### "Solutions for work processes and user experiences" January 30, 2026 4.0 Ai is an essential solution in this world these days. In particular, the homepages were well arranged, so I was able to get what I wanted. Unfortunately, it would have been better if the company had been expressed in a picture to be brief. Pros Ai is an essential solution in this world these days. In particular, the homepages were well arranged, so I was able to get what I wanted. Cons Unfortunately, it would have been better if the company had been expressed in a picture to be brief. Review Source AP Alex P. IT Manager Government Administration Used the software for: 6-12 months ### "An outstanding ITSM solution delivered by an exceptional team of professional" July 10, 2025 5.0 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! 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 Alternatives considered [Ivanti Neurons for MDM](https://www.capterra.com/p/124078/Advanced-Mobile-Management/) Reason for choosing SysAid SysAid had the best price and AI/Automation features. Switched from [Hornbill](https://www.capterra.com/p/143649/Hornbill/) There were some limitations in workflow design, Ai and automation features. Review Source NV Norbert V. IT Admin - Analyst Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Great system for your service records" February 27, 2026 5.0 Sysaid is great company, we have weekly meetings with them, if we have some new request, they take on the initiative and deliver it. Pros I like the system, it can be greatly customized, easy to navigate, provides lot of tools and variables, user management, ticket grouping etc. Cons We are big company with more than 15 000 employees, we have a lot of tickets when something goes wrong, Sysaid was not initialy setup for such big companies, it tend to get laggy. Review Source TB Tonia B. Director of IT Non-Profit Organization Management Used the software for: I used a free trial ### "SysAid review" April 29, 2025 3.0 Overall, SysAid was our second choice. Had everything been under one pane of glass we would have gone with them. Pros SysAid is easy to use and has a dedicated account specialist to assist with the POC and initial setup. Cons What I liked least about SysAid is that many features like RMM is an add-on. The look and feel of the software is outdated. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[Atera](https://www.capterra.com/p/144309/Atera/) Reason for choosing SysAid I did not, I just completed a trial but purchased a competitors product. Review Source AS Adewale S. HIO Health, Wellness and Fitness Used the software for: 2+ years ### "SysAid AI in action" February 9, 2026 5.0 Overall, I would say that sysaid is a game changer for our team. There has been no regret in use of the application. Many of the team members enjoy the application efficiency on its dashboard for incident reporting and request management. Pros Sysaid application is a go-to for our on-the-move business because of its cloud presence. All the members of the team love it because of the ticket categorization and data management capabilites. We also get the support we need from the sysaid team, which i think is great. Cons Sysaid could be challenging to use in some instances due to its internet requirement, which means having the right device, broadband, and application compatibility - not available to all team members but usualy come at an expense to the enterprise, which kight be expensive. Review Source SD Spyros D. Assistant Professor Education Management Used the software for: 2+ years ### "Simple and intuitive, I get along well with it." July 2, 2025 5.0 Reliable way to report requirements and problems, processing according to priorities. Surely benefits from implementation in the respective field. 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. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Onboarding new users was not necessarily admin-friendly for my previous tools, SysAid has done an excellent job in this. Review Source AS Arturo S. Global Help Desk Manager Automotive Used the software for: 6-12 months ### "An excellent ITSM solution, very intuitive and easy to use" December 22, 2025 5.0 I liked how easy it was to set up and customize the tool. Now we have incidents, requests, problem, change and asset management and it only took me three weeks to finish. Pros The ease of adoption by the Help Desk team and the entire company makes it a very intuitive and easy to use tool. Cons The support team, sometimes it takes too much time (days) to receive updates. They should update the tickets at least once a day. Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/) Reason for choosing SysAid Because we completed the POC without any issues Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Because we used to have only a ticketing tool, now we have an ITSM solution Review Source GT Garan T. Senior Desktop Support Engineer Hospital & Health Care Used the software for: 2+ years ### "SysAid - Supporting you and supporting your users." April 22, 2025 5.0 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. 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 Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason 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. Review Source PC Peter C. IT Helpdesk Manager Consumer Services Used the software for: 2+ years ### "Great ITSM with automation and AI!" April 28, 2025 4.0 We have been using SysAid for 3 years. We really like the automation and AI features that SysAid offer as well as the BI reporting Pros Great customer representatives and knowledgeable support staff. Cons Sometime new features can take longer than expected to get to production Switched from [ConnectWise Automate](https://www.capterra.com/p/142789/ConnectWise-Automate/) SysAid had better for features for less cost. Review Source DS Devesh S. Manager Information Services Used the software for: 6-12 months ### "Good IT Service Management Tool for Streamlining Support Operations”" March 20, 2026 5.0 Overall, SysAid has been a positive experience, improving IT support efficiency and automation, though it could improve in UI, reporting, and ease of setup. 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 Review Source VN Vishal N. ServiceDesk Analyst Hospital & Health Care Used the software for: 2+ years ### "Vishal's Review on SysAid" September 6, 2024 4.0 Overall, SysAid has significantly enhanced our ticket management efficiency and user self-service capabilities, leading to faster resolution times and streamlined operations. However, its limitations in customization and integration can sometimes pose challenges. Pros I most appreciate SysAid’s automated ticket routing and prioritization, which streamline our support processes and ensure efficient handling of requests. The comprehensive self-service portal also stands out for empowering users to solve common issues independently. Cons I liked least SysAid’s limited customization options, which restrict how we can tailor the platform to fit specific organizational needs. Additionally, the complexity involved in integrating SysAid with other systems often requires significant effort and additional support. Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Reason for choosing SysAid We chose SysAid for its strong automation features and user-friendly interface, which promised to streamline our ticket management and improve efficiency. Additionally, its comprehensive self-service portal and asset management capabilities aligned well with our operational needs. Review Source CW Clay W. IT Project Management Government Administration Used the software for: 2+ years ### "Effective Management with Room to Grow" August 13, 2024 4.0 My overall experience with SysAid has been positive in terms of its core functionalities, such as asset management, work order tracking, and automated workflows for purchase requisitions. These features have significantly improved our efficiency, especially in our small IT department. However, the user interface could be more user-friendly, and we've encountered some challenges with the Self-Service Portal, particularly with the password reset function. While the out-of-the-box experience was decent, we feel there is potential for further enhancements to fully meet our needs. Overall, SysAid has been a valuable tool, but we're looking forward to improvements, particularly in the interface and customization options. Pros What I liked most about SysAid is its strong capabilities in asset management and workflows, particularly how it effectively tracks and manages IT assets by linking Configuration Items (CIs) together. Additionally, the automated workflows for purchase requisitions and work order transitions are highly efficient, allowing tasks to flow seamlessly between team members. Cons What I liked least about SysAid is the user interface (UI), especially within the workflows and Admin Portal, which lacks simplicity and could benefit from a more intuitive design. Additionally, the Self-Service Portal has had recurring issues, particularly with the password reset function not working as intended. Switched from [Trackit](https://www.capterra.com/p/167841/Trackit-Manager/) Needed a more robust system for managing our work orders and inventory. Review Source SS Stephanie S. Service Desk Analyst Banking Used the software for: 6-12 months ### "My review of SysAid" September 13, 2024 5.0 My experience with SysAid so far is great. The integration with teams makes it more flexible and user friendly. Pros It is user friendly and not to expensive to get a license. Cons It happens that it has downtimes. But that is quickly handled but the team . Switched from [Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) It was costly but the interface was not user friendly and effective. Review Source PA Peter A. Asset and Configuration Analyst Information Technology and Services Used the software for: 2+ years ### "COST EFFECTIVE ITSM TOOL" July 10, 2024 5.0 It has been a wonderful journey with SysAid Pros I like SysAid for it ticket management module. they have really improved with the reports. with the introduction of the bi analytics, our team can now easily speak to numbers during service review meetings. Cons There is more room for improvement on the software product module Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing SysAid cost was better than others when we compared Switched from [Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) cost of license was expensive and we needed some additional features like CMDB Review Source VD Victor D. Information Systems Analyst Hospital & Health Care Used the software for: Less than 6 months ### "SysAid is a solid tool with a great team that will support you all the way through" June 19, 2025 5.0 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 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 Switched from [Track-It!](https://www.capterra.com/p/67028/Track-It/) old tool not up to the business standards Review Source LH Lorna H. IT Manager Hospital & Health Care Used the software for: 1-2 years ### "Useful Helpdesk Tool" October 20, 2024 4.0 The system is a good all rounder and easy to customise, the Sysaid support team are quick to respond and have always been very helpful in resolving queries. The AI now available in Sysaid combined with Sysaid Spaces shows the team are always looking to invest and improve their product Pros Simple to create email rules to improve ticket management, for example the system can pick up on certain text within a logged ticket, it can then update category codes and assign certain templates to certain teams, this saves time and improves efficiency, sending certain tickets to the right people as soon as the ticket is logged. The availability of work flows saving repetition of manual tasks and time for the Helpdesk to complete. Sysaid can link with AD ensuring contacts are up to date and accurate, previously adding contacts was a manual task Cons The user interface is slightly dated, to review multiple messages in a ticket, you have to click on each e-mail to review the comms, this can be laborious. The ability to have multiple reports of your choosing on 1 single cluster report is not available Review Source AC Andry C. Technical Support Manager Banking Used the software for: 2+ years ### "My experience using SysAid" December 3, 2024 5.0 My overall experience has been very good. We are satisfied with the features of the application. Pros What I like most about SysAid is the ease it offers in configuring categories, SLAs, and routing. It is a user-friendly tool that integrates very well with Active Directory. Cons They don't have much support in Spanish. Switched from [Track-It!](https://www.capterra.com/p/67028/Track-It/) Innovation and scalability of the new one Review Source VK Vijay K. Service Desk Manager Hospital & Health Care Used the software for: 2+ years ### "One of the Simplest and easiest Ticketing tools with lot of exciting Features" December 27, 2024 5.0 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 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 Review Source MHS Mohammed Hareez S. Customer Success representative Financial Services Used the software for: 6-12 months ### "SysAid Experience" February 6, 2025 5.0 My overall experience with sysaid is outstanding Pros we use SysAid to create tickets for our IT team to review it and its so good to use. Cons The only dislike about sysaid is its not well organized Review Source DK Daniel K. Desktop Support Officer Banking Used the software for: 2+ years ### "Sysaid Review " September 5, 2024 4.0 My overall experience I will say it has been one of the best ITSM products out there. Pros Simplicity of their IU and the smoothness is one of the highlights that I really like about sysaid Cons Their IU is out modes and needs a lot of features too as well Review Source aB alexis B. EUC Engineer Hospital & Health Care Used the software for: Less than 6 months ### "SysAid a hidden gem" September 9, 2024 4.0 Excellent, Professional, Organised and extremely friendly Pros We currently use their Ticketing system which I find extremely easy to use and I love the fact they also have additional add-ons you can use from within this software such as Automate Joe, something we are looking to implement as part of our leavers process. The company itself are very professional and knowledgeable and we have built up a good relationship with certain individuals and the business itself. I would definitely recommend SysAid. Cons This isnt really a dislike but I would not of known about Automate Joe if I hadn't of been snooping around within the Ticketing system, wondering what it was. Review Source JB James B. Project Engineer Electrical/Electronic Manufacturing Used the software for: Less than 6 months ### "Great for getting quick IT support " November 17, 2024 5.0 Pros Creating tickets are incredibly easy, they automatically route to the proper OT contact. Cons Sometimes it's hard to find the right category, they filter out sub categories based on previous options. No search available. Review Source AF Adrian F. CTO Consumer Goods Used the software for: Less than 6 months ### "SysAid makes it easy to track my IT issues and manage service requests." September 4, 2024 5.0 Pros The ticketing system is efficient and the dashboard is user-friendly. Cons It can be slow at times and the mobile app lacks some features compared to the desktop version. Review Source YA Yusuf A. Information Security Specailist Non-Profit Organization Management Used the software for: 1-2 years ### "Why you should use SysAid" July 20, 2024 5.0 I love using SysAid, like previously said it has made ITService management and ticketing very easy for my organisation Pros its Intergration to our cloud environment and the use of chat bot has made adoption of the product very easy in our organisation Cons So far I don't have any complaints, the minor compliant is more of a feature request for the platform to look more modern. Review Source SG Sandra G. IT OFFICER Banking Used the software for: 2+ years ### "sysaid reveiw" May 29, 2024 5.0 Pros Customizations and readily available support Cons The mobile app has received criticism for being less functional and not as polished as the desktop version. Users have reported it to be slow and lacking essential features Review Source Talk to a Capterra advisor for free and get results within 15 minutes.