SysAid

Pros: The system is very practical and greatly aids control because it makes identifying each process very easy.

Cons: The system tends to be very repetitive in some processes where that validation is already necessary.

Pros: SysAid works effectively within my organization for managing IT incidents and service requests raised by users. Complaints and requests are seamlessly assigned to the appropriate support units for resolution, with clear visibility into progress and accountability throughout the ticket lifecycle. Features such as categorization, urgency level, priority, due dates, and impact assessment help communicate the severity and importance of each request, enabling teams to respond appropriately and within expected timelines.

Cons: The developers documentation. At first glance it was a bit difficult to make headsway. It took the explanation of [sensitive content hidden] to help me understand and find the various endpoint I needed to access the backend data

Pros: SysAid has a user-friendly interface that enables our IT teams to handle incidents and requests efficiently. Also, the built-in automation minimizes repetitive tasks and accelerates response times making day to day support smoother

Cons: Most of the reports still need some customization, and that can be a little tedious to manage. Reports are useful but can lack flexibility for advanced use cases.

Pros: Ease of use, very customizable, helpful support, the AI Agent is amazing too! Asset Management works well.

Cons: No current Mobile solution, this is very frustrating and make On-Call Tickets very painful when not Infront of a computer.

Pros: User‑friendly interface – easy for both IT staff and end users to create, track, and update tickets without extensive training. Strong ticket lifecycle management – clear visibility of ticket status, ownership, SLAs, and history. Customizable workflows and forms – flexibility to adapt categories, fields, and processes to local IT needs. Asset management integration – ability to link tickets directly to assets helped with troubleshooting and audit traceability. Good notification and escalation capabilities – automated alerts supported SLA compliance and issue resolution. Centralized tool – incidents, requests, assets, and reporting in one place simplified daily operations.

Cons: Reporting limitations – advanced or audit‑ready reports often required manual effort or workarounds. UI inconsistencies – while usable, some areas felt dated and less intuitive, especially for less frequent users. Restricted role and access modeling – fine‑grained access governance and ownership concepts were limited compared to modern ITSM/IGA tools. Integration constraints – integrating with identity governance, automation, and cloud‑native tools required additional effort or custom solutions. Manual effort for governance activities – group ownership reviews, access attestations, and compliance‑driven processes were not natively supported.

Pros: What stands out most is how SysAid manages to pack enterprise-level features—like native IT Asset Management (ITAM) and AI-driven automation—into a package that is actually manageable. Unlike its larger competitors, you don't need a massive team of consultants to get it running. The workflow designer is incredibly flexible, allowing us to orchestrate complex internal processes (like onboarding or change requests) with ease. It effectively bridges the gap between a simple help desk and a high-end ITSM suite.

Cons: If I had to pick a downside, it would be the learning curve associated with the advanced reporting designer. While the data is all there and the customization options are vast, it takes a bit of time and practice to build complex, non-standard reports. I would love to see a more intuitive 'drag-and-drop' analytics builder in future updates to make quick data visualization even more accessible for department heads.

Pros: SysAid is great ITSM tool. I like their BI Analytics model as it helps with our ticket analysis. I also love their ability to customize the tool to suit our needs anytime we request.

Cons: I am sill waiting on Improvement on the CMDB CI relationship mapping. That is what i dislike least about SysAid tool

Pros: The strongest aspect of SysAid is its ability to consolidate multiple IT functions into a single platform. Having IT Asset Management (ITAM) natively integrated with the Service Desk has significantly improved our operational visibility. Additionally, the recent AI Copilot features have proven to be an excellent value-add, helping our team stay productive and focused on high-priority tasks.

Cons: The only minor drawback is that the advanced reporting module has a steeper learning curve than the rest of the software. While the data is comprehensive, it takes some time to train staff on how to build highly customized, non-standard dashboards for different departments.

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.

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.

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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.

Pros: What I liked most about SysAid is its solid set of features combined with powerful automation capabilities. The platform makes it easy to streamline workflows, reduce manual effort, and keep support operations highly organized. Its security measures are robust, and the live chat tool allows quick communication with users, improving resolution times.

Cons: The main drawback is that certain advanced configurations—especially in automation rules and integrations—can be time-consuming for new administrators. Additionally, while the value for money is generally good, some add-on features could be more competitively priced.

Pros: $96

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.