# Page 3 | SysAid Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 # Page 3 - Reviews of SysAid ## Showing most helpful reviews Showing 51-75 of 519 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use CM Corus M. Deputy Director - User Support Services Higher Education Used the software for: 2+ years ### "SysAid, a cost effective reliable ITSM System for Mid - Large Enterprise" December 3, 2024 4.0 Other than a few things, we are generally happy with the system, as it has so far allowed us to manage our IT services effectively without having to pay hefty annual subscriptions. Pros Straight forward easy to configure inhouse without the need for a third-party expertise, including the workflow designer for Change management, making it easy to ensure each step is taken in the change process. Cons Admin Group Privacy - Right now, regardless of how you configure the admin groups, it is not possible to ensure that one group mis not able to see members of the other group, including their tickets. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[TOPdesk](https://www.capterra.com/p/127562/TOPdesk/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing SysAid We had to consider Pricing and functionality. Review Source TG Telvin G. Product Owner Accounting Used the software for: 6-12 months ### "Aplicacion Multitarea" August 25, 2025 5.0 Pros Excelente herramienta, muy intuitiva. Internamente nos permite adaptar a nuestros procesos operativos y mantener todo la seguridad y controles necesarios. Cons Flujo para firmas o aprobaciones, tal vez sería bueno incluir en proceso de aprobación de RFCs o liberaciones. 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 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 JF Joel F. Sr. IT Consultant Insurance Used the software for: 2+ years ### "Adopting Sysaid for ITSM, Change Management and Asset Control" December 3, 2024 5.0 Great support all the way through the install and setup. Post implementation interactions were fantastic as well. Pros Firstly, ROI. Additionally, ease of install and configuration, customization, template setup and workflow. Cons Asset management. It's not bad, but it's not great. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing SysAid Cost vs performance and ROI. We simply needed a solid ITSM solution that supported ticket management, change management, release management and could interface with ADO and Entra ID. 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 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 NN Neetish N. Application Manager Non-Profit Organization Management Used the software for: 2+ years ### "Smooth Ticket Management and Automation" April 15, 2025 4.0 Pros is Easy to use, customisation, and has strong reporting capability including dashboard. Cons is a good prouct but there is need to improve the overall UI. 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 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 LH Lorna H. IT Manager Hospital & Health Care Used the software for: 1-2 years ### "Useful Helpdesk Tool" October 20, 2024 4.0 The system is a good all rounder and easy to customise, the support team are quick to respond and have always been very helpful in resolving queries. The AI now available in Sysaid combined with Sysaid Spaces shows the team are always looking to invest and improve their product Pros Simple to create email rules to improve ticket management, for example the system can pick up on certain text within a logged ticket, it can then update category codes and assign certain templates to certain teams, this saves time and improves efficiency, sending certain tickets to the right people as soon as the ticket is logged. The availability of work flows saving repetition of manual tasks and time for the Helpdesk to complete. can link with AD ensuring contacts are up to date and accurate, previously adding contacts was a manual task Cons The user interface is slightly dated, to review multiple messages in a ticket, you have to click on each e-mail to review the comms, this can be laborious. The ability to have multiple reports of your choosing on 1 single cluster report is not available Review Source JK Jeffrey K. IT Manager Wholesale Used the software for: Less than 6 months ### "Great helpdesk/ITSM package." November 21, 2024 5.0 Great help getting started and als with the support team after implenentation, they truly helped me in getting started. They truly listen to their customers for when they bring up new things like intune support for asset management. Pros The way AI is actually helpful for myself on the helpdesk side but also for the end user with a problem and it is not just another marketing thing, and the marketplace with really useful add-ons and integrations like Zapier. Cons Setting up, but that is a problem you have with all new tools. Alternatives considered [Trello](https://www.capterra.com/p/211559/Trello/)[TOPdesk](https://www.capterra.com/p/127562/TOPdesk/) Reason for choosing SysAid Pricing and functionality, other reviews and talking to representatives from the different companies. 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 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 , 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 Copilot AI Chatbot Migration to cloud Cons 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 RS Rasheed S. System Support Technician Retail Used the software for: 2+ years ### "SysAid Helpdesk" December 23, 2024 4.0 Experience with he application has been a love hate relationship sometime it gets on my nerves but at the end of the day it is a general application the organization i work in use. Pros The 's application is great at managing the work load of the team i work in it better organize specifically what task are meant for which individual. Cons 's GUI can be at times very hard to navigate and sometime to cluttered it also looks dated compared to other helpdesk application. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing SysAid Because it was already implemented into our business. Review Source TB Tonia B. Director of IT Non-Profit Organization Management Used the software for: I used a free trial ### "SysAid review" April 29, 2025 3.0 Overall, was our second choice. Had everything been under one pane of glass we would have gone with them. Pros is easy to use and has a dedicated account specialist to assist with the POC and initial setup. Cons What I liked least about is that many features like RMM is an add-on. The look and feel of the software is outdated. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[Atera](https://www.capterra.com/p/144309/Atera/) Reason for choosing SysAid I did not, I just completed a trial but purchased a competitors product. Review Source MHS Mohammed Hareez S. Customer Success representative Financial Services Used the software for: 6-12 months ### "SysAid Experience" February 6, 2025 5.0 My overall experience with is outstanding Pros we use to create tickets for our IT team to review it and its so good to use. Cons The only dislike about is its not well organized Review Source SS Samuel S. Executive Administrator Information Technology and Services Used the software for: Less than 6 months ### "I look forward to SysAid 4 years from now." December 3, 2024 3.0 Implementation is still happening after go live. That stressful. Pros AI's ability to reference Company Documents. Cons To many bugs in the system Non-HTML email system Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing SysAid innovation . Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) cost change Review Source VN Vishal N. ServiceDesk Analyst Hospital & Health Care Used the software for: 2+ years ### "Vishal's Review on SysAid" September 6, 2024 4.0 Overall, has significantly enhanced our ticket management efficiency and user self-service capabilities, leading to faster resolution times and streamlined operations. However, its limitations in customization and integration can sometimes pose challenges. Pros I most appreciate ’s automated ticket routing and prioritization, which streamline our support processes and ensure efficient handling of requests. The comprehensive self-service portal also stands out for empowering users to solve common issues independently. Cons I liked least ’s limited customization options, which restrict how we can tailor the platform to fit specific organizational needs. Additionally, the complexity involved in integrating SysAid with other systems often requires significant effort and additional support. Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Reason for choosing SysAid We chose for its strong automation features and user-friendly interface, which promised to streamline our ticket management and improve efficiency. Additionally, its comprehensive self-service portal and asset management capabilities aligned well with our operational needs. Review Source SS Shankar S. Operations Manager Computer Software Used the software for: 2+ years ### "ITSM Best tool" December 4, 2024 5.0 Happy with the product and good ITSM method. Pros Customer care and support , quick response. Cons End user interface , New enhancement take ages to implement. Review Source Luigi C. IT Servicedesk Manager Hospital & Health Care Used the software for: 2+ years ### "Efficient IT Management with Some Room for Improvement" September 5, 2024 5.0 Overall, has been a great ITSM solution for our organization, simplifying support processes and improving user satisfaction, though there are some areas for improvement. Pros 's user-friendly interface and real-time chat feature make it easy to manage IT support tasks and provide immediate assistance to users. Cons The self-service portal could use a design update, and the change management process is not as intuitive as it could be. Alternatives considered [ServiceNow IT Service Management](https://www.capterra.com/p/152874/ServiceNow-Knowledge-Management/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing SysAid We chose because it offered the best balance of features, ease of use, and affordability. While ServiceNow was too complex and costly, and Freshdesk lacked some advanced ITSM features we needed, SysAid provided all the essential tools at a reasonable price, making it the ideal choice for our organization. Switched from [ServiceNow IT Service Management](https://www.capterra.com/p/152874/ServiceNow-Knowledge-Management/) We switched from ServiceNow to primarily due to the cost. SysAid provided a more affordable solution with the essential features we needed, making it a better fit for our budget while still delivering robust IT support capabilities. Review Source AV Angelo V. boss of tic Logistics and Supply Chain Used the software for: 2+ years ### "about sysaid" September 10, 2024 4.0 We have had for several years, we are using it for other processes outside of ICT, the simplicity for the external client helps a lot and the customization Pros the simplicity of the tool, easy to implement Cons can be implemented for other processes, it would be good for the mail response account to have another mailbox Review Source FS Francisco S. Developer Computer Software Used the software for: 6-12 months ### "SysAid has been a game-changer for managing our IT needs. It's intuitive and efficient!" November 10, 2024 4.0 Pros The ticketing system is excellent for tracking and resolving IT issues quickly. Cons The mobile app could use some improvement for better usability on the go. Review Source CW Clay W. IT Project Management Government Administration Used the software for: 2+ years ### "Effective Management with Room to Grow" August 13, 2024 4.0 My overall experience with has been positive in terms of its core functionalities, such as asset management, work order tracking, and automated workflows for purchase requisitions. These features have significantly improved our efficiency, especially in our small IT department. However, the user interface could be more user-friendly, and we've encountered some challenges with the Self-Service Portal, particularly with the password reset function. While the out-of-the-box experience was decent, we feel there is potential for further enhancements to fully meet our needs. Overall, SysAid has been a valuable tool, but we're looking forward to improvements, particularly in the interface and customization options. Pros What I liked most about is its strong capabilities in asset management and workflows, particularly how it effectively tracks and manages IT assets by linking Configuration Items (CIs) together. Additionally, the automated workflows for purchase requisitions and work order transitions are highly efficient, allowing tasks to flow seamlessly between team members. Cons What I liked least about is the user interface (UI), especially within the workflows and Admin Portal, which lacks simplicity and could benefit from a more intuitive design. Additionally, the Self-Service Portal has had recurring issues, particularly with the password reset function not working as intended. Switched from [Trackit](https://www.capterra.com/p/167841/Trackit-Manager/) Needed a more robust system for managing our work orders and inventory. Review Source HZ Hagen Z. Director of IT Food Production Used the software for: 2+ years ### "SysAid is for everyone!" September 5, 2024 5.0 Overall, I have had a wonderful experience with and look forward to another 10 year of using the product. Pros What I like most about is its ease of use, strong automation features, and the ability to streamline IT operations, making our team more efficient and productive. Cons What I liked least about is the occasional complexity in customization. While generally user-friendly, certain advanced configurations can be challenging and require more time to set up. Review Source SS Sergio S. Head of Managed Services Information Services Used the software for: 2+ years ### "Excelent ITIL Software" September 11, 2024 5.0 This is a very easy to use software, with exceptional capabilities due to be a out-of-box product already with some examples Pros Simple dashboards and easy to implement workflows with some out-of-box examples Cons Activities and Billable module are one of the points that need to be improved Review Source DK Daniel K. Desktop Support Officer Banking Used the software for: 2+ years ### "Sysaid Review " September 5, 2024 4.0 My overall experience I will say it has been one of the best ITSM products out there. Pros Simplicity of their IU and the smoothness is one of the highlights that I really like about Cons Their IU is out modes and needs a lot of features too as well 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 ## 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.