Try our new research platform with insights from 80,000+ expert users

SysAid pros and cons

Vendor: SysAid

4.2 out of 5

10 reviews
90% willing to recommend

Pros & Cons summary

SysAid provides robust service management with automation and orchestration that improve response times and integrate various IT functions. The platform offers customizability and scalability, adapting to diverse operational needs. Organizations can effectively incorporate a service desk strategy with SysAid's integrated tools. However, it has limitations, including a single Knowledge Base instance, developing asset management, and basic monitoring capabilities without advanced AI. Users also experience a learning curve with SysAid.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

SysAid provides excellent customer service from implementation to continuous support, ensuring that the platform aligns well with business needs.

All service management functions are integrated into one system, which improves response times through better visibility into operations.

Service desk orchestration is robust, allowing organizations to quickly adapt and integrate support models using SysAid's tools.

SysAid enables effective automation and orchestration of service desks, which is currently being implemented for critical applications, enhancing workflow efficiency.

The platform offers multi-layered service management and supports extensive IT department functions, including development, warehousing, and applications.

CONS

SysAid has a learning curve for users, requiring time to adapt.

There is a desire for improved management security features.

Limited to one Knowledge Base instance, restricting separate setups for different audiences.

Asset management and patch management features need further improvement.

SysAid lacks a mobile application, which limits accessibility.

SysAid Pros review quotes

MZ

IT Director at Guangdong Technion Institute of Technology

Apr 19, 2019

The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us.

Read full review

UM

CIO at Jewish Board of Family and Children's Services

Oct 19, 2021

All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on.

Read full review

CS

Director of IT Support Services at University of Michigan School of Business

Apr 30, 2020

The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model.

Read full review

Free Report: SysAid Reviews and More

Learn what your peers think about SysAid. Get advice and tips from experienced pros sharing their opinions. Updated: December 2025.

879,711 professionals have used our research since 2012.

TR

Group Head of IT at Tour Partner Group

Jul 5, 2020

The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow.

Read full review

DJ

Help Desk Administrator at a transportation company with 1,001-5,000 employees

Jul 19, 2020

It tracks everything that the technicians are doing. We can account for time and manage resources.

Read full review

NB

Project Manager at Ark Data Centres Limited

Aug 11, 2020

It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it.

Read full review

reviewer1077825

Director of operations at a computer software company with 1,001-5,000 employees

Dec 23, 2020

The simplicity of the solution is excellent.

Read full review

reviewer1616298

Head of ITSM and Application Solutions at a tech services company with 11-50 employees

Jul 15, 2021

The solution can scale.

Read full review

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

Apr 21, 2023

I would say the overall flexibility of the product is its most valuable feature.

Read full review

reviewer1616298

Head of ITSM and Application Solutions at a tech services company with 11-50 employees

Dec 12, 2023

SysAid is more user-friendly, and its configuration is easier than other tools.

Read full review

SysAid Cons review quotes

MZ

IT Director at Guangdong Technion Institute of Technology

Apr 19, 2019

There is a learning curve for the users.

Read full review

UM

CIO at Jewish Board of Family and Children's Services

Oct 19, 2021

We would like them to approve the security functionalities, e.g., management security features.

Read full review

CS

Director of IT Support Services at University of Michigan School of Business

Apr 30, 2020

One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function.

Read full review

Free Report: SysAid Reviews and More

Learn what your peers think about SysAid. Get advice and tips from experienced pros sharing their opinions. Updated: December 2025.

879,711 professionals have used our research since 2012.

TR

Group Head of IT at Tour Partner Group

Jul 5, 2020

So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be.

Read full review

DJ

Help Desk Administrator at a transportation company with 1,001-5,000 employees

Jul 19, 2020

The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports.

Read full review

NB

Project Manager at Ark Data Centres Limited

Aug 11, 2020

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.

Read full review

reviewer1077825

Director of operations at a computer software company with 1,001-5,000 employees

Dec 23, 2020

Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that.

Read full review

reviewer1616298

Head of ITSM and Application Solutions at a tech services company with 11-50 employees

Jul 15, 2021

Currently, SysAid does not have a mobile application.

Read full review

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

Apr 21, 2023

Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help.

Read full review

reviewer1616298

Head of ITSM and Application Solutions at a tech services company with 11-50 employees

Dec 12, 2023

SysAid has fewer AI features compared to other tools.

Read full review

Product Categories

Product Categories

Help Desk Software

IT Service Management (ITSM)

Popular Comparisons

Popular Comparisons

ServiceNow vs SysAid

Zendesk vs SysAid

JIRA Service Management vs SysAid

BMC Helix ITSM vs SysAid

Freshservice vs SysAid

ManageEngine ServiceDesk Plus vs SysAid

Atera vs SysAid

Freshdesk vs SysAid

Spiceworks vs SysAid

Ivanti Neurons for ITSM vs SysAid

HaloITSM vs SysAid

Samanage vs SysAid

N-able MSP Manager vs SysAid

Xurrent vs SysAid

See all alternatives

Product Categories

Product Categories

Help Desk Software

IT Service Management (ITSM)

Popular Comparisons

Popular Comparisons

ServiceNow vs SysAid

Zendesk vs SysAid

JIRA Service Management vs SysAid

BMC Helix ITSM vs SysAid

Freshservice vs SysAid

ManageEngine ServiceDesk Plus vs SysAid

Atera vs SysAid

Freshdesk vs SysAid

Spiceworks vs SysAid

Ivanti Neurons for ITSM vs SysAid

HaloITSM vs SysAid

Samanage vs SysAid

N-able MSP Manager vs SysAid

Xurrent vs SysAid

See all alternatives

Related questions

23

Which Helpdesk software is best for replacing BMC Service Desk Express?

29

When evaluating Help Desk Software, what aspect do you think is the most important to look for?

62

Should I migrate from TopDesk to JIRA?

51

What is your favorite Help Desk Software and why?

76

HIPAA Compliance with JIRA

35

What makes a good ticketing system?

20

What are some tips for setting up and running an effective and efficient IT help desk?

91

What is the best lightweight ticketing system with superior communication options for an educational organization?

34

What should I be looking for in an IT service management platform?

23

Why is Help Desk Software important for companies?