# Page 2 | SysAid Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is SysAid the right ITSM solution for you? Explore 511 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 (511) 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 March 24th, 2026 # Page 2 - Reviews of SysAid ## Showing most helpful reviews Showing 26-50 of 511 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Analista Governança de TI Telecommunications Used the software for: 2+ years ### "Eficiência e Automação: O Equilíbrio Ideal entre ITSM e Gestão de Ativos" March 19, 2026 5.0 Minha experiência geral com o SysAid é extremamente positiva, especialmente pela facilidade em centralizar ITSM e Gestão de Ativos em um único lugar. A plataforma entrega o que promete: uma implementação rápida e automações que realmente desafogam a equipe de TI, permitindo sair de uma postura reativa para uma gestão mais estratégica e organizada. Pros A facilidade de criar fluxos de trabalho complexos (como onboarding de funcionários ou aprovações de mudanças) sem precisar ser um desenvolvedor é um diferencial enorme. As regras de roteamento automático garantem que a equipe de TI foque na resolução, não na triagem manual de e-mails. Cons Embora a plataforma seja robusta, o aplicativo para smartphone carece de uma interface mais fluida e intuitiva para técnicos em campo. Além disso, a gestão de ativos poderia ser modernizada, pois a interface atual parece datada e exige muitos cliques para tarefas que poderiam ser simplificadas com comandos em massa ou uma usabilidade mais dinâmica. Alternatives considered [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) Reason for choosing SysAid Escolhemos o SysAid pela sua capacidade única de integrar o Gerenciamento de Ativos (ITAM) diretamente ao Service Desk. Diferente das alternativas, ele oferece uma implementação muito mais rápida e um conjunto de automações nativas que não exigem configurações complexas ou plugins de terceiros para funcionar. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Buscávamos uma solução que unificasse o ITSM e a Gestão de Ativos em uma única plataforma, eliminando a fragmentação de ferramentas e a falta de visibilidade nos processos de suporte. Além disso, precisávamos de automações nativas para reduzir o volume de tarefas manuais e aumentar a agilidade da nossa equipe. Review Source WA Wealth A. Data Engineer Banking Used the software for: 2+ years ### "Reliable but Needs Better Flexibility" March 19, 2026 5.0 Overall, it has been a solid and dependable tool for managing service requests and maintaining structure in operations. It performs well for core functions, but there’s definitely room for improvement in terms of usability, flexibility, and modern user experience. With a few enhancements, it could be much more efficient and user-friendly. Pros What did you like most about SysAid? What stood out most is how structured and centralized everything is. It makes tracking tickets, managing requests, and maintaining visibility across issues quite straightforward. The reporting features are also useful, especially when you need to pull insights for decision-making or performance tracking. It does a good job supporting organized workflows. Cons The interface can feel a bit rigid and not very intuitive at times. Customization is somewhat limited, especially when trying to tailor things to specific workflows or user needs. Some processes also feel more manual than they should be, which can slow things down. 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 AV Ander V. Administrador IT Information Technology and Services Used the software for: 2+ years ### "Sysaid nos mejoro la forma de trabajar en IT." November 28, 2025 5.0 En nuestro caso Sysaid nos ayuda a llevar toda la gestion de incidentes de la empresa ademas de gestionar automaticamente mediante reglas procesos de onboarding y offbording, llevar al dia la monitorizacion de los activos y de las actualizaciones tanto de software como de sistema operativo, tambien nos ayuda a tener una buena gestion de nuestro directorio activo en la nube gracias a la integracion con Azure, actualmente estamos trabajando mucho con la alimentacion al chatbot interno y el datapool de datos del entorno para facilitar aun mas la resolucion de incidentes recurrentes estos procesos ayudan a que el equipo de IT se centre unicamente en los incidentes mas relevantes teniendo mas tiempo para tareas y proyectos nuevos. En definitiva SysAid nos facilita mucho el trabajo diario tanto a los usuarios finales como a los administradores IT. Pros Lo que más me ha gustado de SysAid es que combina en una única plataforma todo lo que un departamento de IT necesita para trabajar de forma eficiente y sin complicaciones. En cuanto a seguridad, nos ofrece controles avanzados, integración con directorios y permisos bien definidos, lo que nos ha permitido gestionar accesos y proteger la información sin depender de herramientas adicionales. Esto genera mucha tranquilidad, especialmente en auditorías y compliance. Sobre la relación calidad-precio, sinceramente es uno de los puntos más fuertes. SysAid ha reemplazado varias soluciones que usábamos antes, lo que ha supuesto un ahorro importante sin perder funcionalidades. Pagamos por algo que realmente utilizamos y que sigue creciendo con nuevas mejoras. La atención al cliente es ágil y resolutiva. Siempre que hemos necesitado soporte, nos han contestado con rapidez y con soluciones claras. No se limitan a decir "revise la documentación", sino que acompañan hasta cerrar la incidencia. En cuanto a características, destaca la flexibilidad del sistema: portal de autoservicio, base de conocimiento, workflows personalizables, integraciones con herramientas corporativas, reportes avanzados… Es una plataforma muy completa sin ser complicada de usar. La automatización ha sido un antes y un después. Hemos reducido tareas repetitivas, asignaciones manuales y flujos que antes consumían tiempo. Ahora el sistema hace ese trabajo por nosotros y solo intervenimos en lo necesario. El chat en vivo es otra función útil, sobre todo para dar soporte rápido sin que el usuario tenga que abrir un ticket formal. Esto ha mejorado nuestra tasa de resolución y la satisfacción interna. Por último, algo que valoro especialmente es la escucha. SysAid no es un producto estático: recogen sugerencias, lanzan actualizaciones y se nota que evolucionan en función de las necesidades reales de los clientes. Cons Los informes en la herramienta son claramente mejorables a nivel de generacion de informes tanto la salida pdf como la salida en excel son mejorables a nivel de estetica, ademas de contar con el tiempo en decimal y no en formato fecha y hora. 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/)[Atera](https://www.capterra.com/p/144309/Atera/) Taking back ownership of ITSM from our MSP. Review Source JD Josselyn D. Analista RPA Banking Used the software for: 2+ years ### " ¿Tu equipo de TI necesita orden, eficiencia y control?" September 1, 2025 5.0 Mi experiencia como administradora en SysAid ha sido muy enriquecedora. He podido personalizar la herramienta según las necesidades del banco, logrando una interfaz alineada con nuestra identidad corporativa. Gracias a sus funcionalidades, he creado y modificado plantillas de formularios para el envio de solicitudes e incidentes, adaptadas a los distintos grupos de administradores que gestionamos. La gestión y seguimiento de tickets es muy intuitiva, lo que facilita el control y la asignación eficiente. Además, cada vez que he elevado un ticket al equipo técnico de SysAid, he recibido un acompañamiento eficaz y una atención excelente, lo que ha hecho que la experiencia sea aún más positiva. Recomiendo SysAid porque es una herramienta amigable, flexible y fácil de usar, tanto para el administrador como para el usuario final. Pros Como administrador en SysAid, lo que más valoro es tener el control total desde una sola plataforma. La combinación de gestión de activos, gestion de incidentes y solicitudes, administración de dispositivos y automatización me permite optimizar tiempos, reducir errores y mejorar la experiencia del usuario final. Además, la seguridad y el apoyo al cliente hacen que cada operación sea más confiable. Cons Aunque SysAid es una herramienta muy completa, en ocasiones la configuración general puede resultar poco intuitiva. Me ha costado encontrar ciertas opciones específicas para realizar cambio. Review Source CU Cephas U. Enterprise Business Intelligence and Reporting Financial Services Used the software for: 2+ years ### "Cephas with Sysaid so Far" March 24, 2026 4.0 My overall experience with sysaid can be summarized into speedy and effective service management tool for handling users' compliant and better service delivery. Pros The ease of use. Being certified in ITIL v4 foundation, using sysaid to manage users' requests and incidents logs makes service management easier. 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. Cons Sometimes, I think of a kind of automation to handle multiple requests related to the same incident. For example, there is a temporary service failure and multiple users have logged complaints about it. There should be a feature to close all of the tickets relating to that same incident immediately the incident is resolved, rather than going to close the tickets one after the other. Review Source CE Christopher E. ICT Support Technician Education Management Used the software for: 1-2 years ### "Simple and Effective Ticket Management" March 19, 2026 5.0 Overall, my experience has been good. Sysaid is easy to use, and it makes raising, tracking, and managing tickets straightforward. A few areas could be smoother, but it works well for everyday IT support tasks. Pros I like that Sysaid is very easy to use and makes logging, tracking, and updating tickets straightforward. The interface is clear, and the workflow supports quick responses, which helps in day-to-day IT support. Cons Occasionally, the platform can be slow to load or respond especially during busy periods. This can make navigating tickets or updating details slightly frustrating. Review Source AS Adewale S. HIO Health, Wellness and Fitness Used the software for: 2+ years ### "SysAid AI in action" February 9, 2026 5.0 Overall, I would say that sysaid is a game changer for our team. There has been no regret in use of the application. Many of the team members enjoy the application efficiency on its dashboard for incident reporting and request management. Pros Sysaid application is a go-to for our on-the-move business because of its cloud presence. All the members of the team love it because of the ticket categorization and data management capabilites. We also get the support we need from the sysaid team, which i think is great. Cons Sysaid could be challenging to use in some instances due to its internet requirement, which means having the right device, broadband, and application compatibility - not available to all team members but usualy come at an expense to the enterprise, which kight be expensive. Review Source AS Andrew S. Applications Specialist Hospital & Health Care Used the software for: 1-2 years ### "SysAid AI agent Excels" March 21, 2025 4.0 Overall integration and use was straight forward with only a few deficiencies in their documentation. The issues we experienced had more to do with changes with Microsoft rather than the SysAid portion, but documentation issues are still documentation issues Pros The AI agent has proven to be a very valuable tool that has greatly increased efficiency and end user satisfaction. Cons I would like to see a deployment of the SysAid agent via Intune in addition to some kind of remote access tool for our users who utilize android tablets for 100% of their work. Review Source AS Arturo S. Global Help Desk Manager Automotive Used the software for: 6-12 months ### "An excellent ITSM solution, very intuitive and easy to use" December 22, 2025 5.0 I liked how easy it was to set up and customize the tool. Now we have incidents, requests, problem, change and asset management and it only took me three weeks to finish. Pros The ease of adoption by the Help Desk team and the entire company makes it a very intuitive and easy to use tool. Cons The support team, sometimes it takes too much time (days) to receive updates. They should update the tickets at least once a day. Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/) Reason for choosing SysAid Because we completed the POC without any issues Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Because we used to have only a ticketing tool, now we have an ITSM solution Review Source SK Shuma K. Technology Consulting Manager Information Technology and Services Used the software for: 2+ years ### "Ease of deployment and use of SysAid " November 22, 2025 5.0 It has been pleasant owing to ghe customer support, guaranteed data security through regular reviews with regard to cybersecurity and overall value for money Pros Ease of deployment, automated task assignment and proactive support by suggesting possible solutions Cons The AD/LDAP integration can be a bit daunting sometimes and the Remote control offering can be abit un reliable Review Source PG PRINCESS G. Performance Management Banking Used the software for: 2+ years ### "Efficient for Ticket Handling but Needs a Smoother User Experience" March 31, 2026 4.0 Overall, SysAid has been a reliable ITSM tool that helps us stay organized and resolve issues faster. 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. Pros SysAid makes ticket management easier and more organized, thanks to its automation and efficient routing features. It also provides useful insights into recurring issues, helping us understand patterns and improve our IT processes. Its integrated ITSM modules make incident handling and collaboration across teams smoother. Cons Some features require more technical know‑how, especially during configuration or workflow setup. The interface can feel a bit outdated and clunky, making navigation less smooth. There are occasional performance issues and small bugs, which can slow things down during busy times. Review Source MG Martin G. Software developer Semiconductors Used the software for: 2+ years ### "Modern AI integration, but complex" March 24, 2026 4.0 From an IT user perspective, SysAid provides a stable and well-structured ITSM platform that supports efficient incident and request management. Ticket creation, categorization and prioritization are straightforward and the workflow automation helps reduce manual overhead. This is made even better by the currently ongoing integration with an AI-powered chatbot. The work is still in progress, but even the beta version shows promise. Pros The straightforward self-service portal. Option to integrate an AI chat bot which helps navigate through existing issues efficiently. Clean user interface. Cons SysAid provides great tooling, but it's usefulness may be diminished by improper deployment. In our case, there are way too many categories, making it unwieldy. Maybe a better guidance or best practices might help, maybe even tighter boundaries somehow. 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 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 VD Victor D. Information Systems Analyst Hospital & Health Care Used the software for: Less than 6 months ### "SysAid is a solid tool with a great team that will support you all the way through" June 19, 2025 5.0 We had a lot of tickets coming in that required very quick answers, which would take time from my team on important projects. With the AI functionality, this is now a thing of the past. The AI bot will message the user with solutions for their problems if the solution exists in the KB Pros The AI functions are vast and very useful Ease of use is big for our customers, whether they be internal or external Implementation was fast and to the point any questions we had were responded to within 1 or 2 days Their Customer support team was fast to respond, and they take feedback and new functionality very fast Integrations with Teams and AD were simple and clean, not a lot of trouble to complete and test My team and I are using the app daily, and now, our internal users are very happy with the change Cons It might be the Asset management part of the application, but it is based on our requirements not a bad thing on the application itself Switched from [Track-It!](https://www.capterra.com/p/67028/Track-It/) old tool not up to the business standards Review Source DM Daniele M. Impiegato ufficio IT Construction Used the software for: 6-12 months ### "Piattaforma completa per ticketing e gestione asset" November 14, 2025 4.0 Utilizzato in azienda per gestire tutti gli asset IT ed i dispositivi tramite CMDB e le relazioni fra i CI in relazione all'utente e alla sede di assegnazione oltre al ticketing. Pros Buonissima gestione delle relazioni fra CI, possibilità di personalizzare i report e di pianificarne l'esecuzione e l'invio periodico. Cons Interfaccia grafica un pò obsoleta, manca la possibilità di personalizzare alcune opzioni e alcune configurazioni non sono immediate. Review Source LT Lee T. Global service TL Dairy Used the software for: 2+ years ### "global service TL" April 23, 2025 5.0 postive and good experience overall the support from the team is excellent they are always willing to assist and help manage the platform. getting support from the team is a fast process and always done with a smile. Pros the team and support from \[sensitive content hidden\]. the workflows, incident management and change made ease of access and updating reporting and support during upgrade made easy Cons some development can be challaging but the team ensure they support me through the course Review Source DS Devesh S. Manager Information Services Used the software for: 6-12 months ### "Good IT Service Management Tool for Streamlining Support Operations”" March 20, 2026 5.0 Overall, SysAid has been a positive experience, improving IT support efficiency and automation, though it could improve in UI, reporting, and ease of setup. Pros The self-service portal and asset management features are especially useful, allowing end users to raise and track requests easily while giving IT better visibility and control. Cons Additionally, the reporting capabilities are somewhat limited, especially when advanced or highly customized insights are needed. At times, there can also be performance slowdowns or minor usability issues, particularly when handling large volumes of tickets or configurations 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 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 Sysaid 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. Sysaid 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 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 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. Unfortunately, it would have been better if the company had been expressed in a picture to be brief. 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 BR Brian R. Support Technician Construction Used the software for: 2+ years ### "Sysaid is great for IT management " January 30, 2025 5.0 SysAid is a powerful IT service management (ITSM) solution that streamlines helpdesk operations with its intuitive interface and automation features. It offers seamless ticketing, asset management, and reporting, improving efficiency and user experience. SysAid's flexibility and customizable workflows make it a great fit for businesses of any size. Pros Easy to learn and use from an admin and end user point of view Cons I personally find the knowledge base tab can get a little messy. This maybe user based. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.