SysAid Reviews & Insights

Score8.9 out of 10

277 Reviews and Ratings

Overview

Synthesised from 12 reviews | Last Published May 27, 2026

SysAid is primarily utilized by organizations for IT service management, with a strong focus on incident and ticket management, alongside IT asset management. In TrustRadius reviews, users deploy it to track support tickets, streamline IT-related issues, and manage company-wide incidents. The platform is frequently recognized for its robust capabilities in handling various equipment types and its asset self-detection functionality, complemented by comprehensive ticketing and help desk solutions.

Reviewers highlight emerging positives in SysAid's automation and AI features, which streamline processes like onboarding and aid in ticket resolution, significantly reducing manual IT workload for 7 of 12 reviewers. However, areas for improvement include limitations in asset management capabilities, an outdated user interface, and concerns regarding workflow creation complexity and performance issues with the built-in remote desktop. Overall, reviewers find SysAid improves IT response speed and contributes to operational efficiency, despite these identified areas for enhancement.

Pros

Robust asset management with equipment handling and self-detection
Comprehensive incident, request, and problem management capabilities
Emerging AI functionality for ticket resolution and operational efficiency
Seamless integrations, particularly with Microsoft AD and MS365
Significant reduction in manual IT workload through automation

Cons

Limitations in adding assets and depth of information pulled by client application
Outdated user interface requiring modernization
Complex workflow creation processes
Slow performance of the built-in remote desktop
Ticket management issues including duplicate updates and notes timing out

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SysAid Reviews

197 Reviews

Strong easy to use and configure

Rating: 10 out of 10

Incentivized

June 23, 2026

Use Cases and Deployment Scope

We use this for ITSM ticket life-cycle and asset inventory.

Pros

Simple easy to use GUI
Easy to configure
Powerful AI agents

Cons

Workflow is limited
Ability to trigger actions based on ticket life-cycle is limited
Ticket routing rules should be more robust
More custom attribute types (cascading attributes, more query based capability, calculable)
More point and click configuration of email messages

Likelihood to Recommend

Works great for overall ITSM ticket management. Strong inventory capability.

Verified User

Vice-President in Information Technology (501-1000 employees)

Vetted Review

Reseller

1 year of experience

Good product with great AI features.

Rating: 8 out of 10

Incentivized

June 14, 2026

Use Cases and Deployment Scope

We needed a product to track and manage service records for company members. We needed a tool we could customize and use to leverage new AI features to streamline processes and solve issues. SysAid has solved this issue by incorporating an agent-based AI system into ITSM. Allowing us to use different agents to help with self-service and first-line issues.

Pros

Agentic AI Agents.
Customization
Work Flows.
Clean UI.

Cons

Asset Management.
Streamline some configuration options.
More built in functionality not just using AI.

Likelihood to Recommend

The system is really good at helping manage first-line requests and incidents. There are workflows that can be set up on templates to give direction to the team and help ensure that all the correct procedures are followed. There are some limitations with the system when it comes to Problem and Change management, as it is very ingrained with the normal ticket system. This can lead to a "clunky" change management process.

Verified User

Professional in Information Technology (501-1000 employees)

Vetted Review

SysAid Review

Rating: 8 out of 10

Incentivized

April 21, 2026

Use Cases and Deployment Scope

Specifically, this platform assists me with incident management, asset tracking, and the service catalog. Furthermore, the integration of AI significantly aids day-to-day operations; for monotonous tasks—or those prone to becoming complicated—it provides guidance to make the process much simpler. The ability to customize forms and even reports is also extremely helpful, as there are occasions when this is a necessity.

En concreto esta plataforma me ayuda a la gestión de incidencias, seguimiento de activos y catalogo de servicios. Por otro lado la implementación de la IA ayuda mucho al trabajo del día a día ya que en procesos monótonos o que se pueden complicar te guía para que sea mucho más sencillo La parte de en la que se puede personalizar los formularios o incluso los informes es de gran ayuda, ya que hay en ocasiones que esto es necesario

Pros

Ticket Management
Asset Management
Introduction to Agentic AI
Gestión de tickets
Gestión de activos
Introducción de Agentic AI

Cons

Administration Portal
Email Notifications
Portal de administración
Notificaciones por correo electónico

Likelihood to Recommend

As previously mentioned, the scenarios in which SysAid excels are automation—specifically the AI-driven components—as well as workflows, forms, and reports, given that it is highly intuitive and easy to manage. Conversely, its weak points lie in its remote control functions, which are not quite as user-friendly.

Como comentó anteriormente, los escenarios en los que SysAid es bastante bueno es en la automatización y en concreto en la parte que trabaja con la IA, en los flujos de trabajo, formularios e informes ya que es muy intuitivo y fácil de gestionar. Por otra parte los puntos débiles de este mismo son las funciones de control remoto que no son tan fáciles

This review was originally written in Spanish and has been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.

PAULA CABERO

COMERCIAL in Engineering at BILBAO ELECTRONICA (11-50 employees)

Vetted Review

10 years of experience

One of the best ITSM - SysAid

Rating: 8 out of 10

Incentivized

March 26, 2026

Use Cases and Deployment Scope

We use SysAid for ticketing system and Asset management. With SysAid we are able to track all IT related issues and also manage our IT assets. SysAid was able to help us streamline our Ticketing system. It also allows us to streamline our onboarding and offboarding process with a workflow.

Pros

Assign Tickets to the correct team
The built in AI is able to help resolve tickets
Insight reports are very detailed

Cons

Should be able to add more assets in the access management module

Likelihood to Recommend

SysAid is well suited for an organization that is looking to streamline their ITSM process. SysAid is able to have tickets assigned to the right team, reports break down how efficient the IT team is with dealing with the tickets. It also allows management to get an insight into some of the most common issues that the IT team faces

Verified User

Manager in Information Technology (501-1000 employees)

Vetted Review

2 years of experience

A very good long term ITSM solution fully focussed on AI utilisation

Rating: 8 out of 10

Incentivized

February 24, 2026

Use Cases and Deployment Scope

We needed to replace our current ITSM solution due to lack of automation and Ai features - so far we had nothing but great experience, no hidden costs, SysAid people are approachable and very helpful. We look forward to using their Ai solution and Agentic chatbots. We have workato now in the package. Workflo creation is not as easy as we expected but its not bad.

Pros

Ai oriented solution
Approachable and Experienced team
Constantly evolving and following latest Ai trends

Cons

Help organisations with staff training (reskilling) well in advance to reduce impact of automation and Ai on people jobs
Workflow creation process needs to be simplified
Copilot (AI) is out of the box solution meaning a lot of automation features that come with it have to be re-evaluated - giving access to your systems to Ai vs the actual benefits and cost savings

Likelihood to Recommend

SysAid are a huge improvement to our current system, bringing opportunities to automate many processes and improve our customer service . It works well for companies keen on automation and Ai utilisation. It might not be the best option for companies that handle secure data and have data protection and privacy concerns when it comes to giving Ai access to your systems. Its definitely a 10/10 solution for companies that dont manage a lot of sensitive customer data due to automation options.

Verified User

Manager in Information Technology (5001-10,000 employees)

Vetted Review

1 year of experience

A powerful and easy-to-use ITSM tool

Rating: 10 out of 10

Incentivized

January 5, 2026

Use Cases and Deployment Scope

Global visibility of the IT team; there is no way to improve if we cannot measure. Previously, we did not have operational metrics because we only had a ticketing tool very similar to an Excel file. Each location had its own tools for documenting tickets and the general quality of the IT service was really low.

Pros

Self service portal
Tickets visibility
Tickets notifications
Centralized administration

Cons

Daily updates on support tickets
Quick resolution
Share evidence of the resolution

Likelihood to Recommend

It helps us with ticket traceability (requests, incidents, problems and changes). For change management, it helps us with visibility of the change calendar and documentation in accordance with best practices. Asset management is not a manual inventory; it's an up-to-date database with all the company's assets globally, organized by location.

Verified User

Manager in Information Technology (1001-5000 employees)

Vetted Review

1 year of experience

How SysAid changed the way we work in IT.

Rating: 9 out of 10

Incentivized

December 9, 2025

Use Cases and Deployment Scope

In our case, SysAid helps us manage all company incidents, as well as automatically handle onboarding and offboarding processes through rules. It also keeps us up-to-date with asset monitoring and software and operating system updates. Furthermore, thanks to its integration with Azure, it helps us effectively manage our Active Directory in the cloud. Currently, we are working extensively on feeding data to our internal chatbot and environment data pool to further facilitate the resolution of recurring incidents. These processes allow the IT team to focus solely on the most critical incidents, freeing up more time for new tasks and projects. Ultimately, SysAid greatly simplifies the daily work of both end users and IT administrators. 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

Integrations with Microsoft
Incident/Request/Change/Problem Management
Asset Self-Detection
Scaling rules, routing, email.
Integraciones con Microsoft
Gestion de Incidentes/Solicitudes/Cambios/Problemas
Autodeteccion de Activos
Reglas de escalado,enrutamiento,email.

Cons

Internal Report Management.
Custom fields
Automatic asset detection through subnetwork searches.
Gestion de Informes internos.
Campos personalizados
Autodeteccion de activos mediante busquedas por subredes.

Likelihood to Recommend

In our case, SysAid helps us manage all company incidents, as well as automatically handle onboarding and offboarding processes through rules. It also keeps us up-to-date on asset monitoring and software and operating system updates. Furthermore, thanks to its integration with Azure, it helps us effectively manage our Active Directory in the cloud. Currently, we are working extensively on feeding data to our internal chatbot and the environment's data pool to further facilitate incident resolution. These recurring processes allow the IT team to focus solely on the most critical incidents, freeing up more time for new tasks and projects. Ultimately, SysAid greatly simplifies the daily work of both end users and IT administrators. En nuestro caso SysAid nos ayuda a llevar toda la gestión de incidentes de la empresa además de gestionar automáticamente mediante reglas procesos de onboarding y offbording, llevar al día la monitorización de los activos y de las actualizaciones tanto de software como de sistema operativo, también nos ayuda a tener una buena gestión de nuestro directorio activo en la nube gracias a la integración con Azure, actualmente estamos trabajando mucho con la alimentación al chatbot interno y el datapool de datos del entorno para facilitar aún más la resolución de incidentes. recurrentes estos procesos ayudan a que el equipo de TI 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 de TI. This review was originally written in Spanish and has been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.

Ander Valle

Administrator IT in Information Technology at Green Code S&S IT (11-50 employees)

Vetted Review

6 years of experience

SysAid

Rating: 10 out of 10

October 15, 2025

Use Cases and Deployment Scope

We use it for asset management and ticketing service for all IT needs.

lo usamos para la gestión de activos y el servicio de tickets para todas las necesidades de TI

Pros

asset management
help desk
deployment

Cons

agility in implementation
attention times and channels
specialized support
Excellent app for team System

Likelihood to Recommend

It is very suitable for streamlining help desk processes, it limits the number of agents in the basic version, reports can be configured and exported quickly at the moments when decisions can be made. In the company, the service channels that are configured from SysAid have been improved, we are really very happy with this solution.

Es muy adecuado para agilizar los procesos de mesa de ayuda, limita la cantidad de agentes en la versión básica, los reportes se pueden configurar y exportar rápidamente en los momentos en que se pueden tomar decisiones, En la empresa, los canales de atención que se configuran desde SysAid tienen mejorado, estamos realmente muy contentos con esta solución.

This review was originally written in Spanish and has been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.

Juan Diego Londono Toro

systems engineer in Engineering at INDEPORTES ANTIOQUIA (501-1000 employees)

Vetted Review

2 years of experience

Great tool for efficiency and case monitoring

Rating: 8 out of 10

Incentivized

August 25, 2025

Use Cases and Deployment Scope

SysAid is an essential tool for our technology services team to track, monitor and manage support tickets for our employees. It provides regular case updates and tracking capabilities via the SysAid portal and through email so all parties involved are aware and understanding of where every request is in its progress towards completion.

Pros

Provides a platform for users to submit tickets
Performs communication and updates via multiple channels in an automated fashion
Provides reporting on project/case status

Cons

Duplicate updates and status alerts
Confusion around which path to submit cases
User interface is relatively outdated

Likelihood to Recommend

SysAid serves many purposes and helps drive efficiency gains for both tech services/IT and other departments. Great use cases are technical issues with devices, new reports needing to be run, lock outs from sign in, and more. It is less appropriate to use SysAid for items like budgeting and billing.

Verified User

Vice-President in Marketing (51-200 employees)

Vetted Review

5 years of experience

SysAid Great ITSM software

Rating: 10 out of 10

August 24, 2025

Use Cases and Deployment Scope

We use SysAid in the organization for help desk, asset management, remote control and IT activity analysis solutions. The product is being used to Centralized our IT related issues and help us respond to all the IT issues in a timely manner. We are also able to better track our asset and provide assistances to our users remotely.

Pros

Categorizing of each service request type as incident or request
Providing weekly Analytics on the service portal

Cons

Improvement of the Asset Management. The Client Application should be able to pull more information on the asset

Likelihood to Recommend

Persons can send tickets via email or logging into the portal. Hence the process of sending tickets is well suited for our environment. SysAid is also able to send weekly analytics reports. This will allow us to see how quickly tickets are been resolved. It also allows management to see how many tickets are sent to the IT team and what categories these tickets are related to.

Verified User

Administrator in Information Technology (501-1000 employees)

Vetted Review

1 year of experience