--- title: "SysAid Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is SysAid the right IT Asset Management solution for you? Explore 522 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/107225/SysAid/reviews/" page_type: "reviews" language: "en" --- SysAid 4.5 (522) [View alternatives](https://www.capterra.com/p/107225/SysAid/alternatives/) 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 September 11th, 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 Kofi A IT Service Management AnalystInformation Technology and Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “Most of the reports still need some customization, and that can be a little tedious to manage.“ May 16, 2026 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 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 TO Toluwalope O Data AnalystBanking, 10,001+ employeesUsed the software for: More than 2 years. “I also like the reporting feature because it provides useful insights into our support performance and helps us track how the team is doing.“ July 9, 2026 II Ifte I IT Support EngineerFinancial Services, 51 - 200 employeesUsed the software for: Less than 6 months. “Reporting and dashboards are limited/customisation is difficult“ May 20, 2026 ## Showing most helpful reviews Showing 1-25 of 522 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 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 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 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/)[Remote Monitoring and Management](https://www.capterra.com/p/144309/Atera/) Taking back ownership of ITSM from our MSP. 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 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 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 VR Verified Reviewer Data Analyst Information Technology and Services Used the software for: 2+ years ### "Reliable ITSM Solution with Room for UI Improvement" March 31, 2026 5.0 Overall, my experience with SysAid has been positive. It provides a reliable and structured platform for managing incidents and service requests, improving efficiency and accountability. While the core functionality is strong, there is room for improvement in user interface and ease of configuration. Pros The centralized ticketing system and automation capabilities stand out the most. SysAid makes it easy to log, track, and manage incidents and service requests in a structured way, improving response times, accountability, and overall efficiency in IT service delivery. Cons The user interface feels somewhat outdated and not very intuitive, which can make navigation and configuration more time-consuming. Additionally, some customization and workflow setup processes are more complex than expected. Review Source VR Verified Reviewer Assistant IT Manager Hospitality Used the software for: 1-2 years ### "The Benefits of SysAid as your ITSM" March 23, 2026 5.0 SysAid has really help us to streamline our ITSM. Previously we were not using an ITSM. However, since we started using SysAid we are able to get an overall view into the various IT related issues that our users face daily Pros The ability to automate the ticketing process and the AI feature that helps with the solving of tickets. It also provides performance insights on a weekly basis. Hence allow us to keep tracking of what is happening in our IT department Cons There is a limited to the number of assets that can be added to the SysAid Asset management module based on the license you purchased. It would be good if the Asset limit could be increased Review Source II Ifte I. IT Support Engineer Financial Services Used the software for: Less than 6 months ### "Reliable ITSM tool with strong core features " May 20, 2026 4.0 Overall, our experience with SysAid has been positive. It’s user-friendly, reliable, and supports our daily IT support operations efficiently. While some areas like certain design features and reporting could improve, the core functionality meets our needs well. Pros Easy to use and quick to onboard new users Good ticketing and incident management features Good performance with minimal downtime Cons Some functions feels lacking in some areas Reporting and dashboards are limited/customisation is difficult Review Source JB John B. Systems Administrator Civil Engineering Used the software for: 6-12 months ### "SysAid Helpdesk System" February 21, 2025 4.0 Overall I'm happy with SysAid so far. We used it to replace an on-prem and so far it's doing what we need from it. We have a lot to learn about it still as well Pros Very customizable, everything is ran from the cloud so users can access it from anywhere. Support seems to be on top of things when I've opened a ticket Cons While it is very customizable, this also makes it very time consuming to set up every aspect of the helpdesk system. You have to create / change fields, categories, routing etc... to your custom needs Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Product went EOL so we had to switch to a different product Review Source NG Nejc G. IT specialist Insurance Used the software for: 2+ years ### "Great support and customer care, a lot of features, requires someone to help with the setup" December 3, 2024 5.0 A lot of features and configuration options. We would recommend using professional sysaid hours to setup the system. Pros Professional support, great Helpdesk, great costumer care, extensive documentation, ai chatbot Cons Although the new UI/UX is great if still lacks basic features and stability Switched from [Redmine](https://www.capterra.com/p/212445/Redmine/) No support, no cmdb, complicated documentation Review Source JS Johannes S. ICT Manager Information Technology and Services Used the software for: 2+ years ### "SysAid best ITIL based IT Support tool in the market" October 6, 2023 5.0 We have been using SysAid for almost 5 years now and we have been very happy with the system, support and have commited now to another 3 years to SysAid. We are moving to the cloud version in the next month so we are very excited about this. They are also not standing still on development so we will not get stuck with old outdate technologies. Pros Ticket management, reporting and classifications is one of the key features that lead to the decision to make sysaid our long-term partner. The workflow functionality and teams integration is going to change our whole business, so we are very excited to move forward on SysAid Cloud. The customization is also a big plus for us. Cons The old-style interface but hat is also a thing of the past now that we are moving into the cloud and there new UX/UI is coming out early next year. Alternatives considered [Vision Helpdesk](https://www.capterra.com/p/102230/Vision-Helpdesk/) Reason for choosing SysAid Financial and customization was the biggest issues with Helpdesk 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 AC Arun C. Associate Software Engineer Information Technology and Services Used the software for: 1-2 years ### "SysAid - The Lion King Of Ticket Managment" November 28, 2023 5.0 Pretty Good with managing and working on tickets. However there can be some improvements in the UI level. Hope you guys work into that. Thanks! Pros 1\. Communication with End Users with Email Integration 2. Ticket management (Ticket routing, Status Updates etc) 3. Ticket Administration (Reports, Surveys etc) Cons 1\. UI is pretty Old 2. There are some issues with the email-sending feature where even an extra comma in the addresses would show the message not sent but still the message will be sent which the sender will be unaware of. 3. List views in SysAid automatically refreshes which makes me lose all the filters which is really frustrating to be honest. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing SysAid JIRA is good for managing Sprints but SysAid is quite easy to use and manage the tickets. 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 GL Garcia L. Technology Solutions Manager Printing Used the software for: 2+ years ### "Powerful it management with solid security." August 7, 2025 4.0 SysAid provided us with improved asset management and security monitoring. We now react more proactively to IT problems, which has saved the business time and stress. Pros SysAid tracks client assets in-depth, it has project management, live chat, and version control, and the security features are reassuring. Cons Customer support is occasionally slower than ideal and there are features that have a higher learning curve for newcomers or less tech personnel. Review Source RA Rachel A. Service Desk Analyst Banking Used the software for: 2+ years ### "SysAid- An AI Powered ITSM solution for a Seamless Lean Experience" April 29, 2025 5.0 Using SysAid has been a pleasant experience. We have been able to enhance our process flows, work processes and user experience due to its simplicity, AI functionalities and speed of performance. Pros It is very flexible, easy to use and has high service uptime. it allows for customizations tailored to my organizations needs and most of all AI powered capabilities that enhance usage. Cons Customization cost for certain extra features. Occasional Bugs that cause interruptions in certain functionalities. 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 AV Anitha V. IT Operations Manager Hospital & Health Care Used the software for: 2+ years ### "A reliable ITSM solution with better pricing." November 26, 2024 4.0 It is one of the best ticketing tools available in the market & it can be easily customizable. The self-service portal & knowledge helps the user for immediate resolution for common issues in the service desk. Pros It is one of the best ITSM tool available in the market with better pricing. It has all the recent integrations like AI, chatbot, & it also works well with Teams. Cons There is a limitation for non IT departments & the app is not compatible with mobile,. The training to users may require signification time to adapt to the system features. 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 GF Gabriel F. IT Intern Electrical/Electronic Manufacturing Used the software for: I used a free trial ### "Very Customizable and User Friendly" March 4, 2025 5.0 Over all it was very user friendly and easy to customize Pros It has components that are very easy to customize Cons It's more pricey than the average platform for helpdesk 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 Chris W. IT Support Manager Facilities Services Used the software for: 2+ years ### "SysAid is a great product that could be a fantastic product" October 31, 2017 4.0 We were able to get a comprehensive product that gave us the biggest bang for our buck compared to any other product. Overall we are very happy with it. Support, not so much. There are lots of things we would change, or focus on changing for sure. Pros We like SysAid because of it's flexibility in design. We are easily able to create new forms and templates for different kinds of tickets and as such were able to roll out SysAid to our entire company and it is now utilized by every department in our company. We love the workflow features and that we are able to incorporate data from our active directory infrastructure to be able to identify end users and their departments or managers. We are very happy with our ability to modify and maintain escalation rules. Because the system is operating on Microsoft SQL Server we have been able to very successfully use SQL Reporting Services to generate very robust reports to provide our management teams with metric data that was previously unavailable. Cons Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we don't want them all to have the power to change our system configuration. So it lacks foresight that a feature like that would require the keys to the house to be able to use. The same thing goes for designing templates. There is a security role to be able to modify and design templates, but you cannot create custom fields and new lists with that role, so users cannot complete the designing of their forms without having been given the SysAid Admin role which is more power than we want them to have over the system. This leads to unforeseen problems where departments admins start making changes to the system without knowing that the change does not only affect them or their department. Canned reporting is not great. Even the custom reporting feature is not good. Review Source PR Phil R. ICT Operations Manager Education Management Used the software for: 2+ years ### "Affordable IT management tool for education users" November 17, 2022 4.0 SysAid helps us deliver a support service with ease. The self-service portal really helps provide a central support hub where our end users can request further support or a variety of self-support material which we've pre-populated. Our overall experience both with the software itself and the support from SysAid has been brilliant. Pros SysAid is so easy to setup and, right out of the box, guides you through an easy installation process (we use the on-prem version) Our end users interact positively with a well designed web GUI and local system agent. The green desktop icon is our 'go to' for support and certainly plays a big part in our support service offering. Cons Minor things really, we've used this software for a while now and grown as a support service with it. With regard to upgrade paths, we'd like to see a single 'rollup' upgrade rather than incremental patches as this would help to reduce our downtime. Some further customizations (branding) to the GUI would also be great, different themes for instance. Review Source Similar Products Featured ## 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.