SysAid Reviews

Name: SysAid
Brand: SysAid
Rating: 4.2 (10 reviews)

Vendor: SysAid

4.2 out of 5

10 reviews
90% willing to recommend

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What is SysAid?

SysAid offers an adaptable IT management platform with customizable workflows, asset management, and seamless application integration, catering to departments such as HR, payroll, and finance.

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SysAid is the #24 ranked solution in top IT Service Management (ITSM) solutions and #27 ranked solution in top Help Desk Software. PeerSpot users give SysAid an average rating of 8.4 out of 10. SysAid is most commonly compared to ServiceNow: SysAid vs ServiceNow. SysAid is popular among the small business segment, accounting for 43% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a construction company, accounting for 16% of all views.

Helped 892,868 peers since 2012

Featured SysAid reviews

Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

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Uday Madasu

CIO at Jewish Board of Family and Children's Services

We would like them to approve the security functionalities, e.g., management security features. Currently, the way society is set up in our agency is that we only have two roles. There is either end user roles, where an end user can submit requests for help and incidents, then they can see the status of what is going on with them. We also have what are called system administrators. These are people who are providing the support, but there isn't any role based security. For example, if I could divvy up the security, I would like a staff role and a manager role, so a manager can look at all the different tickets that their staff has submitted and what the status is, as end users. For support people, I would like them to be able to figure out a way to separate out the support that is provided by the IT staff versus the facility staff, HR people, or finance people. Right now, we only have two roles: Either you are an end user, but then you can also be an office admin. This means the facilities people can see every ticket that is in the support queue, which is not great. This is an area where we would like much clearer, broader role based security from SysAid.

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Nick Border

Project Manager at Ark Data Centres Limited

The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields. If site A only shows you buildings and site B shows you inside the buildings, it's not clever enough for that. It is lacking a little bit of logic behind the scenes for that sort of stuff to work. But generally speaking, it's a really good product. It's very polished. It could maybe use a bit more flexibility with the layout of the forms. At the moment you can choose your field, but it's just choosing which fields are on top of the other. You can't cancel or move fields around on a page to make it look a bit prettier. I think checkboxes and certain things like that would be handy. I would like to have a checkbox function, a yes/no dropdown list, against a bit of a user-friendly user interface stuff but I'm being quite picky, really. A bit of a more in-house UI would be great going forward.

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SysAid mindshare

Product category:

As of May 2026, the mindshare of SysAid in the Help Desk Software category stands at 1.8%, up from 0.7% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
SysAid	1.8%
ServiceNow	11.2%
JIRA Service Management	6.0%
Other	81.0%

Help Desk Software

PeerResearch reports based on SysAid reviews

Type	Title	Date
Category	Help Desk Software	May 6, 2026	Download
Product	Reviews, tips, and advice from real users	May 6, 2026	Download
Comparison	SysAid vs ServiceNow	May 6, 2026	Download
Comparison	SysAid vs JIRA Service Management	May 6, 2026	Download
Comparison	SysAid vs Zendesk	May 6, 2026	Download

Valuable Features

SysAid users highlight its customizable nature, enabling tailored front-end and back-end configurations. The BI Analytics module offers valuable insights. Change management workflows and approval processes are streamlined. Its user-friendly interface and Self-Service Portal simplify ticket submissions. SysAid excels in asset management, tracking inventory and user-location connections efficiently. Reporting is praised for functionality and ease of use. Integration with other applications and automated features like Automate Joe are beneficial, enhancing efficiency and reducing workload.

"I really like the SysAid self-service portal; it's very customizable and we can customize it to fit our needs rather well."
"It's supporting the daily routine of the IT organization, it is the ticketing system, and it's very helpful due to the fact that it provides us with full evidence and full transparency for what we are working on."
"SysAid provides us with multilayered service management and all of our support pieces integrated into one system."

Room for Improvement

SysAid requires improvements in several areas, including enhancing the Knowledgebase for article referencing and segmentation. Security functionality and role-based access need expansion. User interface design needs to be more intuitive, especially in admin sections, and reporting should be less complex. Training options require flexibility with more accessible online methods. Workflow automation lacks logic and flexibility in form customization. Furthermore, a mobile application for iOS and Android would be beneficial, and AI features need enhancement.

"The solution needs to improve their mobile product."
"From my perspective, it's a little bit of a legacy system in our IT landscape."
"The automation needs improvement. The workflow has some improvements to do."

ROI

SysAid significantly improved process efficiency and user satisfaction, leading to savings from reduced headcount and prevented data loss by automating tasks. Although some saw no direct monetary return, the investment was recouped within a year. The improved transparency and accountability allowed for capturing crucial data and supporting strategic decisions, crucial for managing company growth. By automating workflows, it saved significant time across teams, contributing to substantial financial savings and better overall operations.

Pricing

SysAid offers competitive pricing, often cited as more affordable than competitors like ServiceNow and ConnectWise. Users appreciate the reasonable initial costs and value of the out-of-the-box features. Licensing is flexible, with options to add licenses or integrations as needed, such as TeamViewer for remote access. SysAid provides unlimited end-user access and covers key setup costs within standard licensing, allowing enterprise buyers to scale as required without significant additional expenses.

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."
"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."
"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."

Popular Use Cases

Organizations primarily use SysAid for managing IT services, incident and request management, facilities management, HR, payroll, and finance. It integrates various functions, such as the Knowledge Base and CMDB, enabling ticket generation through calls, clients, and emails. Some incorporate SysAid for internal IT ticketing, categorizing requests for efficient management. SysAid is favored for its customization, user-friendly interface, and maintenance ease, serving as a tool for diverse departments and innovative network infrastructures.

Service and Support

SysAid's customer service is highly efficient, offering 24/7 assistance, contract-based, and quick response times. Technical support quality varies; first-level support is adequate, second-level receives high praise. Professional services are knowledgeable and effective in implementation. Users appreciate continuous communication during issue resolution and the availability of community support. Typically contacted through online chat, support is often escalated when needed. Most users are satisfied, rating support highly.

Deployment

SysAid setup experiences are varied. Some found it easy and straightforward, thanks to helpful consultants and clear guidance. Others faced complexity, particularly with back-end configurations and customization needs. Initial setup took from a few days to months, influenced by workload and company size. Migrating from old systems was seamless for some, while others needed ongoing support and adjustments. Many valued SysAid's patient and knowledgeable staff, which facilitated a smoother familiarization process.

Scalability

Users report SysAid functions efficiently as usage increases. They have seen smooth transitions during user expansion, with no significant barriers when integrating additional assets or administrators. Many users indicate this software easily handles growth, supporting thousands of users across diverse departments without performance issues. Both cloud-based and on-premise setups are noted for their adaptability, with some even managing company-wide coverage, demonstrating suitability for medium-sized and larger organizations.

Stability

SysAid is praised for its reliability and robust stability. Users consistently report no performance or maintenance problems. Some experienced minor initial stability issues years ago, but current operations are praised as very stable. An outage linked to AWS and rare vendor support are the only noted incidents. Companies rate its stability highly, noting seamless upgrades without downtime and emphasizing its strong performance. Users appreciate not having to set up servers due to cloud availability.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our SysAid Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	1
Large Enterprise	4

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	41
Midsize Enterprise	25
Large Enterprise	30

By visitors reading reviews

Top industries

By visitors reading reviews

Construction Company

16%

Financial Services Firm

12%

Comms Service Provider

11%

Computer Software Company

11%

Performing Arts

Healthcare Company

Recreational Facilities/Services Company

Manufacturing Company

University

Outsourcing Company

Energy/Utilities Company

Wholesaler/Distributor

Government

Media Company

Renewables & Environment Company

Retailer

Pharma/Biotech Company

Real Estate/Law Firm

Legal Firm

Recruiting/Hr Firm

Insurance Company

Hospitality Company

Educational Organization

Transportation Company

Non Profit

Logistics Company

Compare SysAid with alternative products

Learn more about SysAid

SysAid provides tools for incident, request management, and a CMDB to support departments through efficient processes. It features a self-service portal and knowledge base, enhancing user experience by promoting autonomy. It allows for easy customization and features a scalable system that adjusts to enterprise needs. SysAid supports educational institutions, airlines, and a variety of sectors by streamlining communication through calls and emails.

What are SysAid's Important Features?

Intuitive Interface: Offers a user-friendly design that simplifies navigation.
Customizable Workflows: Enables users to tailor processes to their specific requirements.
Robust Self-Service Portal: Empowers users to resolve issues independently.
Comprehensive Asset Management: Tracks and manages assets efficiently.
Reporting Tools: Provides extensive data analysis and visualization capabilities.
Knowledge Base: Supports access to information for problem-solving.
Integration Capabilities: Allows seamless connection with other applications.

What Benefits and ROI Should Users Look For?

Ease of Customization: Adapt workflows and interfaces with minimal effort.
Scalability: Supports growth and changes in enterprise infrastructure.
Effective Technical Support: Ensures reliable assistance for troubleshooting issues.
Transparency: Enhances visibility into service management and asset tracking.

SysAid is utilized across different industries for IT, HR, facilities, and finance needs. Its primary role is in incident and request management and knowledge sharing, with asset inventory and CMDB functionalities aiding internal communication. It is implemented in sectors like education and aviation to streamline operational processes.

SysAid customers

Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank

Product Categories

Help Desk Software

IT Service Management (ITSM)

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SysAid Reviews Summary
Author info	Rating	Review Summary
Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC	4.5	We use SysAid for internal IT ticketing, benefiting from its flexibility. However, the back-end configurations can be challenging, requiring assistance, and some features are underutilized due to their complexity. Simplifying and streamlining the product would enhance its usability for us.
CIO at Jewish Board of Family and Children's Services	5.0	I find SysAid highly valuable for integrated service management across many departments, significantly improving efficiency and response times. Its reliability, scalability, and ease of use are excellent. However, I wish for more granular role-based security features.
Project Manager at Ark Data Centres Limited	4.0	I'm very pleased with SysAid; it's a customizable, user-friendly, and cost-effective solution. It significantly improved our automation, saving time and consolidating tools. While workflow can improve, its stability and excellent support are commendable.
Help Desk Administrator at a transportation company with 1,001-5,000 employees	4.5	I value SysAid for enhancing IT efficiency, tracking, and driving ROI for our growing airline. It's robust, scalable, and customer service is excellent. My main issues are the complex reporting UI and limited training options.
Group Head of IT at Tour Partner Group	4.0	SysAid is crucial for our internal requests, offering great automation, transparency, and scalability, saving us time. While initial setup was complex and asset management needs improvement, it's a valuable, cost-effective solution, though first-level support varies.
Director of IT Support Services at University of Michigan School of Business	4.5	I find SysAid a highly valuable, integrated solution for incident management, KB, and CMDB. It's easy to use, saving significant time and costs through automation. While I desire more advanced Knowledge Base features and comprehensive reporting, it's a great fit for my mid-sized organization.
Head of ITSM and Application Solutions at a tech services company with 11-50 employees	4.0	I value SysAid for its customizable self-service portal and easy configuration in IT management. While stable and scalable, I find its lack of a mobile application and continuous price increases to be areas for improvement. I rate it 8/10.
Director of operations at a computer software company with 1,001-5,000 employees	3.0	While simple, stable, and affordable for daily IT, this solution lacks automation and modern monitoring. It feels like a legacy system, so we are migrating, though I'd recommend it for smaller organizations starting out.

Title	Rating	Mindshare	Recommending
ServiceNow	4.3	11.2%	92%	228 interviews Add to research
NinjaOne	4.1	1.2%	95%	25 interviews Add to research

SysAid Reviews

What is SysAid?

Featured SysAid reviews

SysAid mindshare

PeerResearch reports based on SysAid reviews

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

Top industries

Compare SysAid with alternative products

Learn more about SysAid

SysAid customers

Related questions

Product Categories

Popular Comparisons