# Page 5 | SysAid Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - Is SysAid the right ITSM solution for you? Explore 517 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 (517) 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 5 - Reviews of SysAid ## Showing most helpful reviews Showing 101-125 of 517 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use TG Tiffany G. Help Desk Admin Supermarkets Used the software for: 1-2 years ### "Very Good and Would Recommend" June 4, 2024 5.0 Overall its good so far and customer service is very responsive Pros Various abilities of tracking tickets, easily being able to edit and create reports showcasing various things and Customer service Cons I have no complaints yet about . Only thing Is if the projects were easier to manage and edit, as well as having access to more asset management abilities Review Source TH Tim H. Group IS Administrator Medical Devices Used the software for: 1-2 years ### "Not the bigest name but a full featured surprisingly good solution" January 20, 2021 5.0 I have nothing negative to say about them. Our account manager has been excellent. As far as I can remember, we have had no outages during the last 2 years. If you are looking for an ITSM solution, at least give them a try, you might be pleasantly surprised. Pros Due to the help offered by , it was easy to get the solution configured to our needs. If needed, we could have given them our requirements and they would have configured it for us. I like to learn a solution by doing the config myself, so just relied on them to point me in the right direction as and when needed. I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent. On the surface it looks quite simple but when you dig into the admin settings, it has a lot of powerful features that make it very customizable. Cons Rendering email in the ticket was clumsy but has improved recently. It is perfectly useable but others do it better. Alternatives considered [ManageEngine ServiceDesk Plus MSP](https://www.capterra.com/p/169180/ServiceDesk-Plus-MSP/) Reason for choosing SysAid We already use MESD in other areas of the company and we needed a SaaS solution. The MSP version wasn't available as SaaS. Having said that, we might still have chosen even if it was. Review Source LD Lisa D. Billing Administrator Computer Software Used the software for: 2+ years ### "Easy maintenance tracking all customer tickets while tracking employees at the same time!" June 19, 2023 5.0 Overall, I've been very happy with . My company relies on the ticket system for our support team and I am able to log in and find any information I need quickly and easily with little or no effort. Pros I like how you can search for tickets either by number or by customer name and find out all details relating to the customer and who is working on the ticket at all times. We also use to enter all details in our hosting environment, i.e. user name, email address, login info and server customer is using. We an easily track all details for our hosting environment on one screen. Cons I do wish that all windows had the same criteria for searching customer names. Review Source Jordan C. Systems Administrator Aviation & Aerospace Used the software for: Less than 6 months ### "SysAid ITIL" November 18, 2021 5.0 The program has been great for what we need. Asset management and routing have been a great addition to my team. Routing tickets based on certain criteria to make sure it is in the correct Group/Person is great. Being able to have all of our assets in a single place with the ability to see what user has what connected to them without using Excel files has been a time saver. Pros Asset Management and Routing have been a good addition to our team. Being able to see what user has what connected with them in one place has been a time saver. Cons Chat feature is ok but I would like to see a better interface and possibly even a desktop app that can be auto launched on windows startup for Admins Reason for choosing SysAid The customization and reporting Review Source RS Robson S. IT Infrastructure Engineer Oil & Energy Used the software for: 1-2 years ### "SysAid review, from an admin user and implementer of SysAid" February 13, 2023 4.0 Overall experience has been great, really like the customisation available and 's willingness to work with us to make their product better. Since moving to SysAid, they have released many updates to their software at our request. The partnership is one of the main reasons we like SysAid so much. Pros The self service portal has been greatly received within the business, however, this is likely due to offering great options and configurations, as well as automation when it comes to the Self Service Portal. I have worked with a few similar tools, and SysAid offers the best in this area in my opinion. The support from the SysAid team has also been excellent, we are still improving and adding new features and the team have been supporting us at every step. Cons The software is not the most advanced when it comes to integrations with Azure/O365. However, support have been quick to release fixes or deploy new features. Review Source JN Jae N. Network Engineer/Administrator Transportation/Trucking/Railroad Used the software for: 6-12 months ### "Behind the times." September 25, 2017 3.0 A haphazard ticket system that sometimes works better then nothing at all. Pros I like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true. Cons Customer service is HORRID! To the point of complaints have to go to CEO of and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated. Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO. Review Source Response from SysAid Technologies October 1, 2017 Thank you for your honest feedback. We understand that life is not always perfect, but we want to have open communication with our customers to keep improving. Sometimes, our CEO jumps on welcome calls with clients, and personally introduces herself. You happened to be on such a call. To answer your issues: Mobile apps - We¿ve been working on new apps for the past few months and are currently releasing them to the App Stores. The iPhone app is available and adopted to iOS 11, and a new Android app is currently being uploaded. Agents and asset management - We¿re working on a better user experience to deploy and manage agents and are constantly introducing updates. Product interface - We just released a new user experience for end users in our Self-Service Portal and are currently upgrading the admin user interface. Take a look at the new Self-Service Portal, to view the new UI we¿re releasing. Your account manager will contact you tomorrow to make sure your issues are addressed Shayla B. Human Resources Specialist Internet Used the software for: 1-2 years ### "Robust and affordable IT management tool" March 8, 2023 4.0 We also use it for tracking changes, keeping an inventory of our assets, and generating reports. We are now better able to track and manage our assets, as well as identify the type and version of software running on each machine. Pros The IT business processes in our company are monitored, measured, and supported by end-users thanks to . We needed a solution that provided constant, seamless connectivity across all of our devices. Cons It seems like they are halfway done implementing a whole new, cutting-edge UI design, judging by the current state of the user interface. The layout and aesthetic of the many pages varies. The product makes use of three or four distinct styles. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[ServiceNow IT Service Management](https://www.capterra.com/p/152874/ServiceNow-Knowledge-Management/) enables you to design and implement ITIL-compliant workflows, as well as other types of workflows. Our IT department and our facilities use SysAid. Ticketing, Change Management, Asset Inventory, and Reporting are just some of the ways we put it to use. Review Source ATK Akosua Tiwaa K. Analyst Information Technology and Services Used the software for: 1-2 years ### "Sysaid, the Tool to Bridge Customer and Support Gap" December 7, 2022 4.0 Overall, the product is great, aside minor issues, these issues when raised with support, they immediately assist and resolve immediately. Pros This is a really easy to use product, easily navigatable and pleasing to the eye interface Cons As an administrator, we experience lags that throw our tickets out of order, although set parameters have not been touched or changed Alternatives considered [FootPrints](https://www.capterra.com/p/212606/FootPrints/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing SysAid The ease of use, and also the price as well as its ability to meet majority of the company's needs Review Source SS Sampath S. ICT Executive Apparel & Fashion Used the software for: 2+ years ### "Best service desk management software is SysAid" November 6, 2021 5.0 I have been using this application since 4 year this has saved my time lot as service desk person. Im maintain all desktop Laptop & printer inventory with . Pros Best application with all the service desk functions. Inventory management, remote support, accurate ticket counting system, Job can assign to engineers, user feed back also we can get to same ticket after complete job. Automatically updating inventory data with user names this is working with domain controller environment. Cons Cost is bit high that is the only point I have. Review Source MS Michael S. Senior Helpdesk Technician Food Production Used the software for: 6-12 months ### "SysAid was a move in the right direction" December 21, 2023 5.0 The overall experience has been great. After using two other ITSMs, has been the best. Implementation was a little rough but we crammed it all in within a month's time. I wouldn't recommend that. There is also a bit of a learning curve with workflows and other features, but once you get learn it, SysAid is a great ITSM. SysAid is very supportive and always willing to help. Pros Ease of use for End Users. Self-Service Portal is easier for end user to navigate. Auto categorization of tickets and workflows. Cons Reporting, but improvements are coming next year. Lack of RRM. Reason for choosing SysAid Felt we were getting a better product and met the majority of our needs. Switched from [ConnectWise RMM](https://www.capterra.com/p/239557/ConnectWise-RMM/) Not happy with the lack of functionality and reporting. Review Source WM Winners M. Support Engineer Computer Software Used the software for: 2+ years ### "User friendly and email integrated " February 10, 2022 5.0 Excellent, meet its expectation Pros Fast, reliable customer support User friendly, keep tracks of time time spent on the project and notifying other users Email interacted keeps tracks of new updates Cons There lot of template on the admin site that you need to configure according to your company goals, you will need more knowledge on the admin site to configure according to your company specification Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing SysAid Company Client integration Email alert notification Project Management Review Source LR Lauren R. Knowledge Base Administrator Computer Software Used the software for: 2+ years ### "Great ITSM with Excellent Service" November 27, 2023 5.0 Pros The self-service portal is very important for our cloud product and using , we have been able to quickly implement it and make updates when needed. Their customer service representatives are very quick to respond and action help requests. SysAid values and promotes its users' successes at its yearly SMART conference. I have been an attendee and speaker and have gained new product insight each time. Cons While some of our requests are not currently in the product, our Customer Success Manager has always been on top of getting these added as feature requests and sharing updates when appropriate. Review Source DH Damjan H. Senior System Administrator Insurance Used the software for: 2+ years ### "Titled review" October 3, 2022 5.0 Automation with this product is amazing, so there is a greater benefit to the company than only the IT benefit. The work process in the Company is more stable, faster, and efficient. Pros The experience of implementing its featuers into the company system and their support whille doing it. Cons All keyboard fill out of the ticket with tab+enter. It's a feature that is promised in the future. Reason for choosing SysAid It's internal Review Source VR Verified Reviewer Chief Information Officer Architecture & Planning Used the software for: 1-2 years ### "Feature-rich but clunky" December 7, 2017 3.0 Full help desk ticket tracking as well as workstation polling. Pros Does a great job at tracking and managing helpdesk tickets as well as your environment. Allows for multiple users which can trade off tickets. Very configurable to your requirements. The cloud-hosted version has never had an un-planned outage since we began using the product. Cons Very clunky interface, certain items do not work in Chrome certain items do not work in IE, the polling client on workstations updates every minute which results in an extremely high connection rate which throws off firewall reports (It's not mission critical every hour or two would be fine), need a lot more polish compared to other options now available, customer service is not US based and very quick to dismiss you. Review Source Response from SysAid Technologies December 11, 2017 We have made vast strides in modernizing our user interface - we recently released a new interface for the end users - our Self-Service Portal, and next up is the admin interface. Our Agent technologies polls the server / RDS every 30 seconds for messages in order to allow online features such as broadcast messages to end users, initiate a remote control session, initiate a chat with end users and more... the packet sent/received is extremely small and does not cause any significant network traffic. The one time FULL computer inventory sent after initial deployment is a bit larger ~ 300K - that is what you may have seen in your FW traffic. Your account manager will be happy to review this with you. JV José V. Application Support Chief Information Technology and Services Used the software for: 2+ years ### "SysAid, the application-oriented application of ITIL easy to implement." December 22, 2020 5.0 Two years ago we had the need to show KPIs of our SLA's at the service level and the use of the BI section was very useful. Likewise, we needed to create and organize our service catalog and this year with that added administration and catalog creation we solved the problem that the user misplaced the categories. Pros At present, we have implemented the processes of incidents, requests, change control, knowledge base and other options that has, the implementation and configuration of these modules is completely friendly and they are adaptable to the needs that the company demands of us. Cons We continue with the problem of not being able to handle problems and projects in a friendly way, likewise our incident management department, requires us how to handle major incidents in the application, the latter as a requirement of functionality for the year 2021 Review Source GAT Gracia Amivi T. Service Desk Analyst Information Technology and Services Used the software for: 2+ years ### "Sysaid - A good entry level ticketing system" November 1, 2023 5.0 Overall, does a good job in this ticketing system. It allows for accountability among users Pros has a user friendly interface, it is easy to navigate between end user and an administrator. Actions are easy to find and requires little effort to learn the basics Cons Its integration with outlook although great causes a number of issues when a refresh occurs and checks are not made to ensure correct parameters are selected Review Source JP Jorge P. Consulting Financial Services Used the software for: 2+ years ### "Capterra Review" April 26, 2023 5.0 Reports pre buit that help us to generate the different metrics.Easy use for new employees. Pros It's easier to use and customize with a good look and feel. Cons Only the support in Spanish althoug is not impediment for my case. Alternatives considered [InvGate Service Management](https://www.capterra.com/p/133392/Service-Desk/)[EV Service Manager](https://www.capterra.com/p/124331/EasyVista/) Reason for choosing SysAid Solution complete. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Because HubSpot didn't meet our needs. Review Source MR Martin R. Network Administrator Food Production Used the software for: 1-2 years ### "SysAid ticketing system " November 27, 2023 4.0 I am very pleased with the software and the entire system. Pros Very easy setup and deployment. Easy to use, very little training required to use. Cons Nothing I don't like, just need the patch management to work better. Reason for choosing SysAid The layout, features, functions, and price. Review Source DR Dewmi R. Application Support Engineer Information Technology and Services Used the software for: Less than 6 months ### "SysAid Review" November 30, 2023 5.0 It is user friendly. Some support agents are very helpful indeed. There is an issue in note boxes. When someone type a note in the note box an accidently clicks outside of the not box without saving the note, the whole note box disappear. So we have to type the note again. Hope this will be fixed soon. Pros It is easy to handle. Automation saves a lot of time. Also, we can create workflows very easily according to the requirement. It is very advanced. And we can customize them. There are support agents to ask help if we face any issue. Dashboards helps to get a clear and fast understanding about some data. Cons In my personal opinion the prices are on the higher side. Some support agents are not helpful at all. They kept typing same thing over and over again without proving a solution or alternative. Review Source Jon S. Network/System Administrator Used the software for: ### "Exceptional Customer Support & Powerful Service Desk" January 27, 2016 5.0 First off let me start off with saying that we've have had our issues with over the years but SysAid has improved leaps and bounds since we decided to go with them and I'm glad we stuck with them despite the issues. We first rolled SysAid out locally and have since migrated to their cloud edition. We utilize almost all of the features offered by SysAid. \*\*\*\*LIKES MOST\*\*\*\* -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 Management: Possibly my favorite feature. SysAid will scan my network and add assets to my service desk. SysAid will alert me when certain events occur with the asset and keep my assets up-to-date. \*\*\*\*LIKES LEAST\*\*\*\* - Lack of integration with third party applications however SysAid is currently working on this. - Ease of use: SysAid is packed full of functionality and it can be a little intimidating or difficult to get setup however the online help and online community make things a much easier. - Lack of high-level, customizable dashboards which are common with other service desks. - Lack of email response integration which is common with other service desks. SysAid does integrate with email servers however for email responses to link to the ticket the message must be generated using the messaging system within the service desk. Communication with the end user via an email client will not tie back to the service desk ticket. Review Source Response from SysAid Technologies February 10, 2016 Hi Jon, Thank you for your honest feedback- it's extremely valuable to us. I know that your account manager has since been in touch with you to ensure that you're familiar with all of SysAid's customization options in the cloud- which are identical to those offered in the locally-hosted (on-premise) solution. You mentioned that you could benefit from a high-level dashboard, so I'm hoping that you've now had a chance to check out SysAid's new BI Analytics module- just released in January 2016. This is an out-of-the-box BI tool powered by Qlik and now built in to SysAid, that will save our customers enormous time and resources on obtaining critical data. Thank you again for all of your comments! Kim. jS jason S. IT Support Supervisor Hospital & Health Care Used the software for: 2+ years ### "Reasonably priced and fully featured" June 30, 2022 5.0 Pros offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased. Cons Our organization has a PC and Android environment, offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices. Reason for choosing SysAid offered the features we wanted at a competitive price point Switched from [HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/) HappyFox was missing essential features Review Source CK Charles K. IT Service Desk Manager Oil & Energy Used the software for: 1-2 years ### "The Impact of SysAid" December 6, 2020 5.0 My overall experience on has been awesome, however, there are some challenges been faced during usage. If one is not technically sound, it will be difficult to manage as an Administrator without the consent of the professional support, but however, there is a user-guide to help. Pros The features I like most about the software is the Advanced reporting, It helps to give detailed reports about your ticketing system as a whole,location-wise, computer assets, service been used mostly etc. It also gives room to have full control as desired. Cons The Features that should be improved is unable to filter the customized field which is the most the critical feature that is important. For instance, when an additional feature is created manually separate from the original features, it is difficult to filter. for the implementation to take place, it will fee for a professional support as it is concluded as a project. Alternatives considered [SapphireIMS](https://www.capterra.com/p/148203/SapphireIMS/)[Lansweeper](https://www.capterra.com/p/126334/Lansweeper/) Reason for choosing SysAid We chose over Spiceworks, because it contains more features. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) It was switched because there are some features required for the operation which is not available. Review Source RV Rafael V. MIS Technician Information Technology and Services Used the software for: 2+ years ### "Not so great customer service." July 12, 2017 1.0 A help desk solution in which none was being used by the companies I worked in. Pros The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past. Cons I've used this software for over 7 years. Almost every complaint that everyone else has about this software, I've made myself and the #1 complaint is that the company is based in Israel and they are hard to understand / get a hold of / and don't fully understand the real problems until the issue is explained a few times. I've installed purchased and installed this software in 3 different companies, and the experience was always the same. I then did work for them for a short amount of time. I wanted to bring to them the outside experience being a customer, and all the complaints I kept getting from U.S. customers, and even from other countries. I truly wanted to make this company better. But instead, they started to hire even further away, Romania, will the same comprehension issues. Now that they only 1 rep left for the U.S. and after that, I doubt they will ever hire again in the U.S. because of how different we think about customer service and how expensive we are. So they took one step forward by hiring the first U.S. rep and then myself, to them go two steps backwards by letting me go and hiring in another country for support. Yes, I did work there and am a former employee, now a customer again. But I was a customer before that, and nothing has changed before I started working there, and nothing will after I am gone. So please do not delete this review and publish for all to see as I wanted nothing for this company to succeed and instead I was shown the door. Review Source Austin D. Director Information Technology and Services Used the software for: 2+ years ### "SysAid Review" December 19, 2020 5.0 Being able to manage over 500 customers using the tool has made this a key tool for our organization. Pros What i liked moved is the incident and problem management features within . Cons The reporting capabilities and self-service portal can use an evolution. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing SysAid Provided better value for the investment. Review Source SR Sachin R. Application Support Engineer Information Technology and Services Used the software for: 1-2 years ### "Why is SysAid is Better...?" November 30, 2023 5.0 This product is really good and very easy to use for our daily work. Recommended for others. Pros The user-friendliness of the product is really good. Very easy to create the workflows and easy to customize the workflows. We can easily manage our incidents, requests, problems, assets, etc... and the support of customer care service is very much appreciated. Cons The pricing of the is a little bit higher when compared to the other products. 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. 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