# SysAid Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is SysAid the right IT Asset Management solution for you? Explore 519 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 (519) 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 April 30th, 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 Víctor Adolfo G Jefe de ITInformation Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “The workflow designer is incredibly flexible, allowing us to orchestrate complex internal processes (like onboarding or change requests) with ease.“ April 23, 2026 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 519 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 MG Martin G. Software developer Semiconductors Used the software for: 2+ years ### "Modern AI integration, but complex" March 24, 2026 4.0 From an IT user perspective, SysAid provides a stable and well-structured ITSM platform that supports efficient incident and request management. Ticket creation, categorization and prioritization are straightforward and the workflow automation helps reduce manual overhead. This is made even better by the currently ongoing integration with an AI-powered chatbot. The work is still in progress, but even the beta version shows promise. Pros The straightforward self-service portal. Option to integrate an AI chat bot which helps navigate through existing issues efficiently. Clean user interface. Cons SysAid provides great tooling, but it's usefulness may be diminished by improper deployment. In our case, there are way too many categories, making it unwieldy. Maybe a better guidance or best practices might help, maybe even tighter boundaries somehow. Review Source PL Patrick L. . Medical Devices Used the software for: 2+ years ### "Cloud and Spaces Migration is Not Complete" November 5, 2025 3.0 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. 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. Switched from [Syncro](https://www.capterra.com/p/207618/Syncro/)[Atera](https://www.capterra.com/p/144309/Atera/) Taking back ownership of ITSM from our MSP. Review Source WA Wealth A. Data Engineer Banking Used the software for: 2+ years ### "Reliable but Needs Better Flexibility" March 19, 2026 5.0 Overall, it has been a solid and dependable tool for managing service requests and maintaining structure in operations. It performs well for core functions, but there’s definitely room for improvement in terms of usability, flexibility, and modern user experience. With a few enhancements, it could be much more efficient and user-friendly. Pros What did you like most about SysAid? What stood out most is how structured and centralized everything is. It makes tracking tickets, managing requests, and maintaining visibility across issues quite straightforward. The reporting features are also useful, especially when you need to pull insights for decision-making or performance tracking. It does a good job supporting organized workflows. Cons The interface can feel a bit rigid and not very intuitive at times. Customization is somewhat limited, especially when trying to tailor things to specific workflows or user needs. Some processes also feel more manual than they should be, which can slow things down. 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 ABQ Andy Barry Q. Data Engineer Banking Used the software for: 2+ years ### "Feedback on Accessing sysaid backend data" May 18, 2026 5.0 I was more of accessing the backend API data, in order to build analytics and reporting on sysaid. I worked with \[sensitive content hidden\] to help set up credentials and code to access the various data touchpoints. Feedback from \[sensitive content hidden\] was swift and clear, where he needed help from his team, he communicated clearly. He assisted in making sure that I was able to connect and access the required data i needed to work with Pros SysAid works effectively within my organization for managing IT incidents and service requests raised by users. Complaints and requests are seamlessly assigned to the appropriate support units for resolution, with clear visibility into progress and accountability throughout the ticket lifecycle. Features such as categorization, urgency level, priority, due dates, and impact assessment help communicate the severity and importance of each request, enabling teams to respond appropriately and within expected timelines. Cons The developers documentation. At first glance it was a bit difficult to make headsway. It took the explanation of \[sensitive content hidden\] to help me understand and find the various endpoint I needed to access the backend data Review Source PA Peter A. Specialist, Country IT Support Telecommunications Used the software for: 2+ years ### "SysAid for ITSM and Operations " September 4, 2024 5.0 SysAid are great tool and it's not just IT Service Management, HR< and fleet department also use it. e.g., Fleet uses to book and schedule for vehicle rooting maintenance. Pros Reporting, Analytic and performance review Cons The Complexity. Sometimes, it's difficult to find some features Alternatives considered [ServiceNow IT Service Management](https://www.capterra.com/p/152874/ServiceNow-Knowledge-Management/) Reason for choosing SysAid Cost-effective and ability to customize it to our existing processes 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 SK Shuma K. Technology Consulting Manager Information Technology and Services Used the software for: 2+ years ### "Ease of deployment and use of SysAid " November 22, 2025 5.0 It has been pleasant owing to ghe customer support, guaranteed data security through regular reviews with regard to cybersecurity and overall value for money Pros Ease of deployment, automated task assignment and proactive support by suggesting possible solutions Cons The AD/LDAP integration can be a bit daunting sometimes and the Remote control offering can be abit un reliable 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 BR Brian R. Support Technician Construction Used the software for: 2+ years ### "Sysaid is great for IT management " January 30, 2025 5.0 SysAid is a powerful IT service management (ITSM) solution that streamlines helpdesk operations with its intuitive interface and automation features. It offers seamless ticketing, asset management, and reporting, improving efficiency and user experience. SysAid's flexibility and customizable workflows make it a great fit for businesses of any size. Pros Easy to learn and use from an admin and end user point of view Cons I personally find the knowledge base tab can get a little messy. This maybe user based. 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 JJJ Joel Jacob J. workstudent Logistics and Supply Chain Used the software for: 1-2 years ### "SysAid: Your AI-powered sidekick for smarter, faster IT support" April 22, 2025 4.0 Pros SysAid brings everything under one roof—ticketing, automation, asset management, and now AI with Copilot Cons SysAid is powerful, but its interface can feel a bit clunky and outdated, especially for first-time users. Review Source ED Emily D. Web Developer Civil Engineering Used the software for: 2+ years ### "SysAid makes solving our end-users problems easy. " December 5, 2024 5.0 Great, the staff we work with has been wonderful Pros I think our favorite part about SysAid is the SysAid CoPilot, although it has taken some time for our users to catch one, having the app integrated in Microsoft Teams has been a game changer for our users Cons I think so far asset management, we use several products and none of them do exactly what we want them to do. They are starting to make improvements but, still missing some key features we would need. Review Source AB Aaron B. IT Admin Retail Used the software for: 1-2 years ### "SysAid Review " December 23, 2024 4.0 It is a great application with great potential 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 Review Source AW Andy W. IT Technican Higher Education Used the software for: 2+ years ### "SysAid Review" September 4, 2024 5.0 Very happy customer having utilised SysAid for over 10 years Pros Easy of use Ability to customise the language within the system Escalation rules Cons As a user daily user of SysAid theres nothing that i dont like about the product Review Source JY Jason Y. IT Machinery Used the software for: 2+ years ### "Excellent ITSM!" September 9, 2024 5.0 It has been a great experience, especially since the company continues to improve the product and features. Pros Routing features, workflows, AI chatbot, ticket management Cons The built in reports are a little challenging. Review Source YK Yvonne K. Service Analyst Banking Used the software for: 2+ years ### "User friendly Interface " September 4, 2024 5.0 SysAid is a good tool for IT service Management, allowing for users over sight on issues and requests logged Pros SysAid is user friendly. The interface is easily understood by all.. it also allows for customizations. After sales support is superb! Cons Sysaid is occasionally not available. But that rarely happens Review Source Michal N. Desk side support leader Semiconductors Used the software for: 1-2 years ### "SysAid review " July 12, 2024 4.0 We are using SysAid on daily basis as its our main ticketing system. Its also our main asset manager as we are using Asset list as our storage manager in our organization. Recently we started using SysAid chatbot. At most times SysAid is working fine. I really appreciate notification tab as it can be very useful in case of any big implementation or outages. Overall 9/10 Pros SysAid is perfect when it comes to ticket management. Creating ticket is simple, list of options is pretty well managed, category pick up is also very solid. End users are using Self service portal as both communication tool and also self support tool. Users are also using options as knowledge base/ support chatbot. Overall it reduced many simpler problems which users experienced. Simple things can be resolved by end users so IT can focus more on other tickets. Cons 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. Review Source LT Laura T. Marketing - Designer Computer Software Used the software for: 6-12 months ### "SysAid helps me keep my IT tasks organized and on track. It's been a game changer for my productivity" September 20, 2024 5.0 Pros The customizable dashboard and ITIL tools make managing tickets and assets a breeze. Saves me a lot of time and hassle Cons The reporting features could be more user-friendly. It takes some time to get used to and create the reports I need Review Source AF Alexia F. CMO Consumer Electronics Used the software for: I used a free trial ### "SysAid helps me keep track of IT issues and manage service requests easily." August 29, 2024 5.0 Pros User-friendly interface, great for ticket management and tracking assets. Cons Reporting features could be more comprehensive, occasional lag times during use. Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.