SysAid Pricing, Features, Reviews & Comparison of Alternatives


Powerful Service Desk and Simple to Use, Modular ITSM Tool

4.27/5 (146 reviews)

SysAid overview

SysAid — a proven ITSM vendor since 2002 — can help revolutionize an organization by boosting internal and external customer success with an efficient service desk, by reducing the Mean Time to Repair (MTTR) for the entire ticketing cycle and also by monitoring assets with endpoint technologies.

In fact, SysAid includes network discovery and IT asset management (ITAM) including mobile device management and super valuable features like an end-user self-service portal, mobile apps, automated password reset, chat, IT industry benchmarking as well as advanced workflow and automation features.

SysAid will ultimately give you the powerful tools you need to effectively manage your ITIL framework as well as enable crucial links between incidents, problems and changes.


Starting from
Pricing options
Value for money
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Business size



United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English, Chinese (Simplified), French, German, Hebrew and 5 other languages, Italian, Japanese, Portuguese, Russian, Spanish
SysAid screenshot: SysAid Incident Management: Log, process, manage, and report on the issues that adversely affect your end users, as well as IT and business services. Mobile Barcode Scanning  & Asset Management Add-OnSysAid screenshot: SysAid Reporting includes 70+ pre-built reports, plus you can easily create codeless, tailored reports using an intuitive, drag-and-drop UI.SysAid screenshot: SysAid's Self-Service Portal has a responsive interface that allows your end users to submit tickets from their mobile devices.SysAid screenshot: Just one click to implement SysAid’s built-in BI Analytics tool, offering you pre-defined KPIs for immediate use. Get a comprehensive overview of your team’s performance, and easily track your trends.SysAid screenshot: Easily customize SysAid's Self-Service Portal theme with a few clicks.SysAid's New BI Analytics Module SysAid - One Service Desk. All Essentials.5 - Branding the Self-Service Portal7 - Creating Reports9 - Building a Story in BI Analytics18 - Merging SRs 19 - Using Password Self-Service

SysAid reviews

Value for money
Ease of use
Customer support
Chris Whitaker

SysAid is a great product that could be a fantastic product

Used daily for 2+ years
Reviewed 2017-10-31
Review Source: Capterra

We were able to get a comprehensive product that gave us the biggest bang for our buck compared to any other product. Overall we are very happy with it. Support, not so much. There are lots of things we would change, or focus on changing for sure.

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Jon Siedlik

Exceptional Customer Support & Powerful Service Desk

Reviewed 2016-01-27
Review Source: Capterra

First off let me start off with saying that we've have had our issues with SysAid over the years but SysAid has improved leaps and bounds since we decided to go with them and I'm glad we stuck with them despite the issues. We first rolled SysAid out locally and have since migrated to their cloud edition. We utilize almost all of the features offered by SysAid. ****LIKES MOST**** -Features: Incredibly powerful and feature rich service desk. If locally hosted you can control virtually every aspect of the service desk and customize it to your liking. -Customer Support: Amazing customer support and online community. You can tell the team behind SysAid is passionate about their product. -Price: Comparatively speaking SysAid is equal or lower in annual cost to operate (we use the Cloud edition). -Reporting: MUCH improved reporting. -Asset Management: Possibly my favorite feature. SysAid will scan my network and add assets to my service desk. SysAid will alert me when certain events occur with the asset and keep my assets up-to-date. ****LIKES LEAST**** - Lack of integration with third party applications however SysAid is currently working on this. - Ease of use: SysAid is packed full of functionality and it can be a little intimidating or difficult to get setup however the online help and online community make things a much easier. - Lack of high-level, customizable dashboards which are common with other service desks. - Lack of email response integration which is common with other service desks. SysAid does integrate with email servers however for email responses to link to the ticket the message must be generated using the messaging system within the service desk. Communication with the end user via an email client will not tie back to the service desk ticket.

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Frank Vrba

SysAid Helpdesk

Used daily for 2+ years
Reviewed 2019-04-08
Review Source: Capterra

Excellent! We have used it for many years. Our users like our seasonal theme on the home page. A really nice feature is the ability to keep track of instructions on procedures and how-to articles. We used to keep electronic documents for all that and still have some but having most of them in one place all categorized has made it much easier to find the one we need.

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Maximilian Haag

Takes a bit to get used to, but really powerful after that

Used daily for 6-12 months
Reviewed 2019-04-16
Review Source: Capterra

We needed something to track our issues and requests and since I've used SysAid for 3 years before and only had good experience with it we decided to go with it.

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Matteo Tassi

Full featured Helpdesk Software with outstanding user support

Used daily for 6-12 months
Reviewed 2019-04-24
Review Source: Capterra

We finally are catching the sense of what is going on in our department (tickets, requests, problems), manage our knowledge base, and have some automatic rules to reply and close unanswered tickets. Also reports are a valid asset.

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SysAid pricing

Starting from
Pricing options
Free trial
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SysAid offers various editions: SysAid Help Desk, SysAid ITSM, SysAid ITSM Enterprise, SysAid Education, and SysAid MSP.
SysAid Help Desk offers easy and efficient IT support including a powerful ticket management tool, IT asset management, self-service, mobile device management, chat, password reset, mobile apps, and industry benchmarking. SysAid ITSM is an effective ITIL-aligned solution including all Help Desk capabilities plus core ITIL capabilities such as problem and change management.

SysAid features

Activity Dashboard
Automatic Notifications
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base
Reporting & Statistics
Surveys & Feedback
Third Party Integration
Ticket Management
Workflow Management

CRM Integration (74 other apps)
Contact History (71 other apps)
Multi-Channel Communication (78 other apps)
Real Time Monitoring (63 other apps)
Social Media Integration (74 other apps)

Security and privacy


Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Category Leaders ranking


#8 in IT Service Management (ITSM)

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#16 in Customer Service

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GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

SysAid also features in these categories:

Additional information for SysAid

Key features of SysAid

  • 3rd-Party Integrations
  • Track your technicians' activity time
  • Bar Code Scanning and Auditing
  • ITSM ITIL-Based Solution
  • Create tickets from emails and send email notifications
  • Help Desk
  • Asset Management
  • Problem Management
  • Mobile and Tablet Apps
  • Advanced routing rules and automatic ticket dispatch
  • SSO, Remote Control, Collaboration, Monitoring, etc.
  • Advanced Escalation Rules
  • Automatic Priority Matrix Calculation
  • Escalation Rules and Email Routing
  • REST and SOAP
  • Manage FAQs and KB Articles for admins and end users
  • ITSM Change Management and Request Management.
  • Trello & Slack add-ons
  • Fully responsive, customizable and mobile friendly
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SysAid can revolutionize your organization & help to maximize profits!

+ Boost internal & external customer success with an efficient service desk

+ Reduce the Mean Time to Repair (MTTR) for the entire ticketing cycle

+ Get a holistic view of your IT performance with easy-to-use analytics tools

+ Monitor & control assets with endpoint technologies

+ Choose from a wide-variety of extremely useful add-ons & 3rd-party integrations

+ Easily configure & customize to meet and exceed your unique needs

+ Get a 1:1 SysAid demo or a free trial - on the cloud or an on-premise version