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

Meeting the needs of the Company

What do you like best? How easy it is to configure the app to our existing ITIL process. The ability to pick what services we would like to have as well as the ability to integrate using API as well as the marketplace. What do you dislike? That the updates are only offered 2 times for your for on-premise, and that the Description session of the SRs is not rich text compatible which the app currently doesn't have at this time. What problems are you solving with the product? What ...

Great

What do you like best? the ability to be able to change and modify the system the customization is very user friendly What do you dislike? the system form are not flexible, no radio button fields What problems are you solving with the product? What benefits have you realized? all IT Change requests and bug fixes managed in the system

Sysaid makes my job easier

PROS & CONS What are the best aspects of this product? This product is very flexible, adaptable to current technologies, continuous feature additions, limitless reporting option, customizable to needs. What aspects are problematic or could work better? Self-paced training could be added What features/services would you like to see in future versions of this product? and more drag and drop reporting feature, I have a pivot table bias so i like the ease at which data could be ...

One of the the best IT management tool

What do you like best? Incident management is the strongest feature of SysAid. It is really easy to setup and use for experts and novices. Allow customize reports in no time, show lists, views an more which facilitate analyze your data. Strong BI tools. SysAid's Team is continually working to update those features You can design your lists for status, and KPIs and put on you dashboard, highly customization. The BI section, perhaps it is new it is powerful too. You can make almost ...

Experience with Sysaid

What do you like best? It is a simple and easy to use system. The search options are very helpful in our daily work. What do you dislike? The reports could be improved and be more flexible based on our (and our clients) needs. What problems are you solving with the product? What benefits have you realized? It helped us keep track of our old and new tickets from different clients.

Affordable ITSM ticketing

What do you like best? I love the customizability within SysAid that allows you to set up your own custom workflows, ticket templates, categories and a modern looking self service portal. You are able to generate your own fields and lists so that you can capture exactly what you want from any user. What do you dislike? I dislike that sometimes the UI can be buggy or look dated. What problems are you solving with the product? What benefits have you realized? Daily issues reported ...

Great ITSM Solution

What do you like best? The ease of implementation and the quality of PS engagement with ongoing questions and support. They take the time to listen and provide solid guidance on how to implement this solution to meet your business needs. What do you dislike? As it's not a mainstream product at this time, it is hard to integrate this solution with other products using OOB connectors. Typically we have to leverage PS dollars on other solutions to be able to integrate or feed data via ...

Sysaid, 8 years on and still using

What do you like best? Sysaid has a great user interface and varied options to access and log issues. The integration into existing systems allowed us to further develop and improve business process. We recently reached a 100k milestone of logged tickets over of the last 8+ years of use. Still going strong What do you dislike? Nothing, product actually works as you would expect. Recommendations to others considering the product: Speak to existing clients, compare the suite ...

Exactly what we needed in a time of crisis

What do you like best? Support from our onboarding specialists. What do you dislike? The lack of Android compatible app. Sysaid does have an iOS app but most of our organization uses Android devices. Recommendations to others considering the product: Use your on boarding specialists as much as possible. Ours was very receptive and explained all of the features we weren't familiar with. What problems are you solving with the product? What benefits have you realized? Due to ...

Excellent ticket automation

What do you like best? finding the self service portal for our end users has proven to be viable. The ticket automation makes my job much easier What do you dislike? integration of 3rd party is a little difficult What problems are you solving with the product? What benefits have you realized? less tickets due to self service portal.