Overview
Product Information on SysAid
What is SysAid?
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Overall experience with SysAid
“Powerful and easy to learn application for all levels of support.”
“Conversational Chatbot Praised While Structural Compatibility Impedes Platform Migration”
About Company
Company Description
SysAid is a comprehensive IT Service Management platform with generative AI implemented into every element of service management. Wrapped into an intuitive UI and offering a fully conversational experience, SysAid empowers organizations to unleash their full potential for productivity. With over 5,000 customers, SysAid partners with organizations ranging from small businesses to Fortune 500 enterprises across 140 countries.
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A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About SysAid
Reviewer Insights for: SysAid
Performance of SysAid Across Market Features
SysAid Likes & Dislikes
1. Simplicity and minimalistic design of the SSP is really good for my users who are not technically inclined 2. The ability to segregate Catalog Items through groups is impressive. in most organizations not all users need to see all of the Categories (Onboarding and Offboarding) and there are tasks that certain depts do not need to see and normally these extra categories would clog their experience but with Group permissions that is a thing of the past. 3. AI tools and AI agents are extremely helpful; they can do anything from creating a user on AD to connecting with a myriad of other applications through integrations
Read Full ReviewThe flexibility and customizability of Sysaid ITSM platform is what we value most. This allows us to tailor workflows, automation rules, and CMDB structures to match the complexity of our IT organization. Built-in discovery tools and integration capabilities provide a solid foundation for accurate configuration and asset tracking.
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1. Lack of native Scheduled Ticket creation. 2. Some small QOL improvements like color coding tickets based on Status or SLA breach (I have submitted a Change Request for this) 3. The AI some times gives you responses that are not available on the application (probably remnants from older versions or the Hosted version)
Read Full ReviewWe wanted to be able to track better, so we decided to build a form heavy platform. To correct some of the issues with delays and reporting we were told to wait until the next big release. Spaces came out and our platform was not designed to transfer simply as we have a top panel that is not compatible and means we have a lot of individual rebuilding necessary to convert over fully.
Read Full ReviewSome parts of the UI and customization settings can feel unintuitive or require a learning curve. We also experienced limitation with the Contract Management, and automated triggers are not always clearly documented, which can complicate workflow configuration.
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Peer Discussions
SysAid Reviews and Ratings
- IT Supervisor, End User Support50M-1B USDManufacturingReview Source
Conversational Chatbot Praised While Structural Compatibility Impedes Platform Migration
I've heard great responses from end users for the ease of use. On the other hand, it has done a terrible job of dealing with the form population. We had trouble with accountability and development early on. After kicking up our concerns we had a team pulled together to address concerns and were able to make progress toward a resolution. - IT Associate50M-1B USDHealthcare and BiotechReview Source
Powerful and easy to learn application for all levels of support.
The Vendor has been really helpful with implementation and on any and all responses to questions and concerns. they are very responsive to feedback and try to implement as much of the requests as possible - Director of IT Governance1B-10B USDBankingReview Source
SysAid ITSM Offers Flexibility With Some Challenges in Contract and Automation Features
We've had a very positive overall experience with SysAid ITSM. The platform is flexible and customizable, which allowed us to adapt it to our organizational structure and IT processes, including CMDB, Incident and Request Management, Asset Discovery and Reporting. Support from SysAid is responsive an helpful, and documentation is detailed. - IT ManagerGov't/PS/EdGovernmentReview Source
SysAid’s Automated Features Bring Efficiency While Prompting Workforce Reskilling
SysAid have demonstrated a forward-thinking mindset, consistently evolving their platform and staying aligned with the latest trends in Ai and automation. It's quite clear they are committed to continual improvement and delivering good service to their customers. - IT MANAGER50M-1B USDTravel and HospitalityReview Source
Implementation Process Handled Smoothly With Timely Launch And Quick Issue Responses
The rep, who was in charge of our implementation, ensured everything was setup in a timely manner for launch. The support team also responds quickly to any issues.