Meet Dex: the autonomous IT engineer that eliminates tickets before they appear

IT teams are spending too much of their day on requests that shouldn’t need them at all. Password resets, MFA lockouts, access requests, VPN issues: routine, repetitive, and relentless. The problem isn’t how those tickets are managed. It’s that they exist in the first place.

Dex was built to resolve them before they ever become tickets. An autonomous IT engineer that works inside Microsoft Teams and Slack, it handles over 90% of L1 through L3 requests on its own, so IT teams can focus on the work that actually requires their expertise.

The queue is full, and it was never supposed to be

SysAid is an ITSM designed to bring order to IT operations. For over 20 years, more than 3,000 organizations have relied on the platform to manage workflows, enforce SLAs, maintain audit trails, and give IT teams the visibility they need to operate at scale. SysAid does that job exceptionally well.

But a lot of what lands in the queue shouldn’t be there in the first place. When those requests flow through the ticketing system, everyone loses. End users wait. IT agents get stuck doing routine work instead of the projects that actually move the business forward. And the SysAid queue gets cluttered with noise, burying the issues that genuinely need human attention.

What is Dex? Your autonomous IT engineer inside Teams and Slack

Dex was created by the same team behind SysAid. Dex lives natively inside Microsoft Teams and Slack. It doesn’t ask users to navigate a portal or submit a form. It meets employees exactly where they’re already working. When something goes wrong, they type a message in the same chat interface they use all day, and Dex investigates, diagnoses, and resolves the issue autonomously, with no ticket, wait, or handoff, while adhering to the unique policies of the organization.

“Dex helped us unlock $67K in value in a single day.” Cliff DuPuy, Director of IT, Grand Traverse County

Think of Dex as a layer that sits in front of your ITSM, intercepting high-volume requests so employees don’t need to file tickets. This leaves the SysAid platform to do what it does best: govern the work that requires real process, compliance, and escalation. 

The division of labor is straightforward:

• Dex resolves in the moment. Fast, autonomous, conversational, and able to solve complex issues and those that SysAid is not trained to do, right where employees already are.
• SysAid runs the system of record. Workflows, SLAs, asset tracking, audit trails, escalations, everything that requires real process governance.

Together, they cover the full spectrum of IT tasks. The IT team spends less time triaging noise and more time on work that genuinely moves the business forward.

100+ integrations: Dex works with your existing IT tech stack

Dex doesn’t require ripping and replacing anything. It integrates with 100+ tools across your IT stack, including Microsoft Entra ID, Okta, Google Workspace, Intune, Exchange Online, Zoom, Atlassian, Salesforce, and SysAid itself.

For the requests that do need a ticket, Dex hands them off cleanly. The context travels with it, and your SysAid queue only receives what genuinely needs to be there.

Secure, governed, and fully auditable

Autonomous doesn’t mean unsupervised. Every action Dex takes is governed by your IT policies, constrained by role-based access controls, and fully auditable. Dex is built on the same enterprise-grade security foundation as SysAid, covering ISO 27001, SOC 2 Type 2, GDPR compliance, and HIPAA-aligned controls.

Try Dex in your own environment

Dex can go from trial to production in under 24 hours. No credit card required to get started, get $100 in free credit so you can see exactly what it does, in a real environment, with real requests.

The best way to understand an autonomous IT engineer is to watch it work.

Get started with Dex