Audyense
SysAid
Customer Support · www.sysaid.com
Overview
SysAid is an IT service management (ITSM) platform combining ticketing, asset management, and agentic AI automation for IT and enterprise service desks. It offers cloud and on-premise deployment, with AI Copilot features for automated ticket resolution, response drafting, and knowledge base generation.
The problem SysAid solves
IT teams juggling incident tickets, asset tracking, and change management across separate tools end up with slow resolution times and no unified view of service health. SysAid solves that by combining ticketing, asset management, SLA tracking, and AI-driven automation (routing, response drafting, knowledge base generation) in one platform, so mid-market and enterprise IT teams can move from reactively fighting fires to proactively managing their service desk.
Decision context
Use these points to test whether the product fits your operation, not just whether it has a long feature list.
- Published starting price: $89 per agent/month. Confirm user, usage, and feature limits for the plan you would actually buy.
- Deployment: cloud, on_premise. Check security, data-residency, and access requirements for every team that will use it.
- Verified integrations include Jira, Microsoft Teams, Microsoft Intune, Slack, Salesforce, Active Directory. Validate sync direction and plan limits for the connections that matter.
- This record was last checked on 7/30/2026; pricing and features can change.
How to evaluate SysAid
A listing helps create a shortlist; a trial with the team’s real workflow decides whether the tool fits. Use this reading with the structured facts and confirm changes with the vendor.
Workflow fit
The record describes it as a fit for IT teams that want ticketing, asset management, and AI-assisted resolution in one unified ITSM platform, Mid-market and enterprise organizations that need SLA management, BI dashboards, and workflow automation without heavy custom development, Organizations with data-sovereignty or compliance requirements that need a choice between cloud and on-premise deployment. Check that this context matches the volume, roles, and processes your team needs it to support.
Pilot questions
- Can SysAid complete the critical workflow without manual work outside the product?
- Do the recorded connections (Jira, Microsoft Teams, Microsoft Intune, Slack) support the sync direction, permissions, and volume we need?
- What user, usage, storage, support, or security limits appear after the headline starting price?
Evidence and freshness
This record was checked on 7/30/2026. That date tells you when the record was reviewed, not that the vendor has left its terms unchanged since then.
Best for
- IT teams that want ticketing, asset management, and AI-assisted resolution in one unified ITSM platform
- Mid-market and enterprise organizations that need SLA management, BI dashboards, and workflow automation without heavy custom development
- Organizations with data-sovereignty or compliance requirements that need a choice between cloud and on-premise deployment
Not a fit if
- Very small teams or startups sensitive to per-agent pricing, since Professional starts at $89/agent/month with no free tier
- Teams that need a modern, highly polished UI out of the box — multiple reviewers describe the interface as clunky or outdated
Pricing
Professional
$89 per agent/monthAI-native service management with unlimited agentic AI, no usage caps and no surprise invoices.
- Request, incident, change & problem management
- All-in-one asset management (250 managed assets included)
- AI-powered Copilot for agents and end users
- Pre-built AI agents with 100K Workato credits
- SLA management, dashboards and BI analytics
- 2-year data retention, 24/6 support
Enterprise
Custom pricingEverything in Professional plus extra flexibility, customization, and testing capabilities built for the most demanding IT teams.
- Sandbox environment included
- Tailor-made AI agents and advanced BI analytics
- 300K Workato credits
- Gold Service Package with P1 priority support
- 7-year data retention
- 1 Advanced Qlik BI power-user seat included
Features
Integrations
Security & compliance
Pros & cons
Pros
- Intuitive, highly customizable ticketing and workflow/automation rules that require no coding
- Strong, responsive customer support (G2 quality-of-support score 9.0)
- Broad integration ecosystem (1,000+ apps via Workato) covering Jira, Teams, Intune, Slack, and major cloud platforms
- Considered cost-effective relative to other enterprise ITSM tools per G2 reviewers
Cons
- Recurring technical/reliability issues reported by a meaningful share of Capterra reviewers
- Reporting tools described as challenging and limited by some users
- Steep learning curve during setup/configuration, and an interface some reviewers call clunky or outdated
- Full pricing is not fully public — Enterprise tier requires a custom quote
What we found
SysAid holds a 4.5/5 rating on both G2 (731 reviews) and Capterra (521 reviews), and is rated 8.9/10 (Top Rated) on TrustRadius from 277 reviews. Reviewers consistently praise ease of use, ticket customization, and support quality, while a recurring minority flag reliability/technical glitches and dated UI.
Ratings and review counts come from public review platforms. We link to the original source and keep the underlying review text out of this profile.
User reviews
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