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One system, all resolved: Your smart IT helpdesk for faster tickets, self-service, and direct knowledge.
SysAid is an established provider of IT service management software (ITSM) and helpdesk solutions, founded in 2002.
Independent B2B performance index (0–100 points). It is calculated mathematically and without subjective influence from four verified pillars: company stability, aggregated feedback from publicly available online sources, documented compliance certifications, and operational transparency. Comparable with other software providers.
BenchTrust Index weighting: Company stability 25 points · Customer reviews 30 points · Compliance & security 25 points · Transparency 20 points. Without reviews a neutral average is used; a few reviews move it only slightly
Review data basis: G2 (714), Capterra (485), Trustpilot (49)
BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.
Headquarters
Atlantic Ave 80, M6K 1X9 Toronto, Canada
Employees
270
Founded
2002
Management
Avi Kedmi
SysAid is an established provider of IT service management software (ITSM) and helpdesk solutions, founded in 2002. The company serves millions of users worldwide and helps organizations optimize their IT infrastructure and service processes. Headquartered in Toronto, Canada, with strong operational roots in Israel, the company employs around 270 people under the leadership of CEO Avi Kedmi. SysAid's platform offers a comprehensive range of features, including a centralized ticketing system for incidents and service requests, a self-service portal for end users, and an integrated knowledge base. A special focus is placed on automating repetitive tasks and integrating Generative AI. These AI features enable automatic ticket categorization and intelligent routing of requests, as well as the deployment of AI-powered virtual agents to relieve IT support. Furthermore, the solution includes powerful tools for IT Asset Management (ITAM), a Configuration Management Database (CMDB), change and problem management, as well as SLA monitoring and detailed reporting. SysAid is available both as a flexible cloud SaaS solution and for on-premises deployment, targeting small to mid-sized businesses as well as industries such as healthcare, retail, and education.
No verified certifications (such as ISO 27001 or SOC 2) are currently listed for this provider. Information about compliance with standards such as GoBD or GDPR may still be available.
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Answers are based on the website and documents of SysAid.
Ticketing & Incident Management
Customizability & configurability
User interface & user friendliness
Performance & stability
Customer reviews of SysAid generally paint a positive picture of a powerful ITSM tool with strong ticketing, good SLA management, and extensive customization options. The flexibility of the system, efficient incident management, and a price-performance ratio perceived as fair compared to some competitors are particularly praised. Critical points mainly concern the interface, which is sometimes perceived as outdated or cluttered, occasional performance issues, and support that some customers describe as inconsistent or slow. SysAid is particularly suitable for medium to larger companies and IT departments looking for a feature-rich, customizable ITSM platform for structured ticket and service management and are willing to invest some time in configuration and optimization.
AI-generated summary
BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.
SysAid is driving the modernization of IT Service Management (ITSM) through the increased use of artificial intelligence, particularly with the introduction of the 'SysAid Copilot'. These new generative AI features aim to significantly increase the productivity of IT departments in mid-sized companies and automate support processes. Through strategic partnerships and global expansion efforts, the company is also strengthening its market presence in key core regions.
Source: Publicly available product updates or press releases from SysAid.