SysAid Reviews in July 2026: User Ratings, Pros & Cons

Great Helpdesk system

What do you like best? The implementation was straight forward for us and they are constantly adding improvements without changing the price which is great. Also the support and community is great, very quick to respond and escalate when needed. What do you dislike? Some of the configuration elements are clunky, as are the intergrations, but the help from support and community is great. Recommendations to others considering the product: Get help from support when implementing ...

SysAid at the Office

PROS & CONS What are the best aspects of this product? - Manage Time to resolve on Service Requests - Using templates, and predefined expected times - Basic reporting for Service Requests - Support when there is an issue What aspects are problematic or could work better? - Complex reporting with 2 or more tables involved - Database integrity - View of the service requests What features/services would you like to see in future versions of this product? Advanced reporting What specific ...

SysAid ITSM Setup and Configuration

A satisfied user for over 15 years

What do you like best? The ease of use for our employees. Being able to see the error or desktop of a distressed user gives your support department a leg up before responding to the user. To be able to join them and (usually) fix the issue they are experiencing. The ability to prioritize and track requests, and to see how everyone else is responding to our users. Inventory and History of our assets allows us to budget replacement machines easily. Support has been outstanding. New ...

A Terrific Choice for Our Organization!

PROS & CONS What are the best aspects of this product? Firstly, support is unrivaled but the product itself is wonderful for IT admins and end users as well. Asset management module is great and the ticketing system itself is intuitive for the end users. What aspects are problematic or could work better? I think the reporting module could be improved. The "canned" reports could have a few more levels of customization. What features/services would you like to see in future versions of ...

My experience so far with sysaid is fantastic with good work flow and features

What do you like best? Work flow, customization and user friendly to Admin and also end users What do you dislike? Advanced features required and they are currently working on them Recommendations to others considering the product: SysAid is a good ITSM software to use for your organization, fully customized with advanced features that enable reporting fantastic. What problems are you solving with the product? What benefits have you realized? They just finished solving ...

Sysaid Offers workflow processes

PROS & CONS What are the best aspects of this product? The customizable workflow processes prove to be very valuable between departments What aspects are problematic or could work better? developing the workflow process was very very difficult and no helpful documentation or examples to setup. What features/services would you like to see in future versions of this product? the ability to see who initiated remote desktop sessions for hippaa and security logging purposes What specific ...

SysAid the Best Tool for IT Operation Management

PROS & CONS What are the best aspects of this product? It is a tool that allows you to manage the operation of the company. What aspects are problematic or could work better? automation of some processes What features/services would you like to see in future versions of this product? a chatbot for the service desk, and multiple authentication factors for the security part. What specific problems in your company were solved by this product? gives us visibility on day-to-day ...

SysAid the Customer Support Engine

PROS & CONS What are the best aspects of this product? Incident management and reporting Change management and reporting Work flow management Tasks and Projects management Dashboard displaying number of incidents and what business units are doing or not doing Where to improve. Knowledge Base management What aspects are problematic or could work better? What could work better is if the system could auto retrieve the knowledge base resolution once a new incident is raised with the same ...

SysAid works and is flexible

What do you like best? SysAid is truly ITIL based, easy to use, updates often, and can be customized to fit many needs. What do you dislike? Some bugs with SSO, still missing some integrations. Recommendations to others considering the product: Make sure you want an ITIL based system and are willing to use the various modules and understand the restrictions of the basic version. What problems are you solving with the product? What benefits have you realized? Primarily ...