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

Great Software - Better Customer Service!

What do you like best? -Features: Incredibly powerful and feature rich service desk. If locally hosted you can control virtually every aspect of the service desk and customize it to your liking. -Customer Support: Amazing customer support and online community. You can tell the team behind SysAid is passionate about their product. -Price: Comparatively speaking SysAid is equal or lower in annual cost to operate (we use the Cloud edition. -Reporting: MUCH improved reporting. -Asset ...

My Review on SysAid

What do you like best? I really love the ticket management and Asset inventory features What do you dislike? Remote control service is something I have not fully utilized Recommendations to others considering the product: This is an excellent product What problems are you solving with the product? What benefits have you realized? Ticket automation and this has greatly solved the problem

SysAid

What do you like best? Easy to implement, Easy to use, Great for smaller businesses for managing service desk tasks and capturing screen shots of errors. Inexpensive tool to use for a smaller company without the budget for a large tool. What do you dislike? Could be temperamental when trying to roll out to additional clients. Recommendations to others considering the product: I always recommend doing a proof of concept to ensure you are going to be able to roll this out to all of your ...

SysAid was good enough

What do you like best? I liked that it worked most of the time. If nothing else, when I used it 5 years ago it was way better than not having a ticketing system at all. What do you dislike? It didn't let you know who was actively working on a ticket. It may have changed since I last used it though. What problems are you solving with the product? What benefits have you realized? Nothing.

My company was going through an acquisition and SysAid was a perfect fit.

What do you like best? Used SaaS implementation which allowed my company to leverage the End-User Portal for incident management. The Help content was a tremendous asset to me as the software administrator. What do you dislike? Implementing Change and Problem Management was less intuitive. More structure around conforming to ITIL standards and best practices would have helped me more with the rollout. Recommendations to others considering the product: n/a What problems are you solving ...

SysAid Ticketing System

What do you like best? We have been using this since 2010. It is relatively inexpensive, yet highly customizable from an administrative standpoint. Every page can be changed, fields moved around, terms/phrases altered. You can customize the look and feel with a bit of html code. We actually rebranded it with a new logo and rolled it out as our global ticketing system. It is basically a shell, that you can manipulate and customize to work for you. You can create your categories, ...

SysAid and I miss it

What do you like best? Ease of use both onsite, remote and on mobile platforms. What do you dislike? Nothing. As and admin you just need to ensure you set it up properly and lock it down. What problems are you solving with the product? What benefits have you realized? I am testing for my current role, we happen to use another unnamed platform that I am not too happy with.

Best IT Helpdesk System

What do you like best? The ability to customize the application to fit your company and the way YOU operate. A lot of applications force you to modify workflows and processes to work with their application. SysAid allows you to modify the software to work for you. We have heavily customized the product to allow us to do things that most products on the market would never allow. The SysAid customer service is outstanding and they rarely cannot come up with a solution to any project or issue ...

Smart routing makes for a good help desk!

What do you like best? We use SysAid to route helpdesk requests to our infrastructure team, or our development team! This was problematic before, and ended in a lot of tickets getting assigned to the wrong people. Using SysAid helped us make sure issues got to the right hands to be fixed! What do you dislike? that it is Java based, and can become rather sluggish the larger the database gets. Recommendations to others considering the product: A lot of customization features and nice asset ...

It iis a great produce, but getting vendor support can be difficult.

What do you like best? Creating routing rules, escalation rules, categories/sub-categories are easy to customize. Obtaining quotes for additional modules or licenses is quick. for The cost of getting the software is very good for what you receive. What do you dislike? Tech support from SysAid can be quite slow. It can take a lot of time in order to get live support. Getting quotes from professional services is a slow process. What problems are you solving with the product? What benefits ...