SysAid

SysAid is an IT service-management platform for operating an internal IT help desk. It manages incidents, service requests, changes, problems, service-level agreements, knowledge articles, service catalogs, workflows, and reporting. IT teams use it to receive tickets, route work, track resolution, and provide a self-service portal for employees.

The platform also includes IT asset management, software-license management, remote support, and a CMDB for recording hardware, software, and configuration-item relationships. These records can be used in service workflows to assess impact, manage changes, and investigate recurring issues.

SysAid’s AI agents can perform defined IT tasks across SysAid and connected systems, such as classifying or resolving service records, fulfilling requests, updating records, and triggering workflows. Administrators can deploy prebuilt agents or use the no-code AI Agent Builder to create and test custom agents for specific IT processes.

AI agents operate within administrator-defined data access, integrations, actions, permissions, and guardrails. SysAid records agent activity and outcomes, and requires administrator approval before an agent is deployed. Its conversational copilot can also answer employee questions, summarize tickets, draft responses, and retrieve information from permissioned knowledge sources.