AI ticket triage
Sorts, prioritizes, and routes your queue
ITSM SOFTWARE
All-in-one IT service management
Optimize your IT service management with one ITSM platform. AI powers everything from the help desk to asset management to license management to reporting, giving you everything you need to run efficiently, make informed decisions, and gain full visibility.
89%
first-time fix rate
Increase of 60%
touchless resolution
Decrease of 20%
lower MTTR
Decrease of 25%
fewer tickets
One platform.
AI built-in.
Everything IT needs.
ALL-IN-ONE ITSM
Everything your team needs plus more
Move from reactive to proactive with an ITSM that empowers you to act quickly, decrease MTTR, and increase CSAT, while providing clear visibility into your performance, assets, licenses, and more.
AI-FIRST ITSM
Say good-bye to password resets
Lighten your workload and let AI handle repetitive, manual, busy work with prebuilt AI Agents, drag-and-drop workflows, and ITIL-based triage automation. With AI that works for you, IT requests are taken care of from end-to-end, freeing up your team for tasks that really matter.
QUICK IMPLEMENTATION
Get up and running in 30 days or less
Remove the barriers to implementation with low-code, AI enhanced onboarding that uses natural language, prebuilt templates, and an expert team to guide you through setup and migration, ensuring the shortest possible time to value.
1000+ INTEGRATIONS
Connect your entire tech stack
Integrate the software your company uses with prebuilt, code-free APIs, AI Agents, and workflows that automate repetitive tasks, update systems, and ensure nothing falls between the cracks.
SELF-SERVICE PORTAL
Streamline support for your employees
Give end-users a simple way to instantly get the answers and help they need. They can submit tickets, track progress, and find answers all in one place. The chatbot is intuitive, customizable, and helps reduce ticket volume so IT can stay focused on what matters most.
Everything ITSM in one place
Help Desk
Manage IT service with an AI-powered, ITIL-aligned help desk for incident, problem, change, request, knowledge, and SLA management that improves efficiency, compliance, and allows you to scale.
Asset Management
Gain total visibility into every IT asset. Discover and manage every asset, including hardware, software, cloud, and IoT, with zero blind spots. AI agents monitor usage, flag issues, and trigger fixes before users feel the impact. Facilitate support with embedded asset data in every ticket.
License Management
Every license and contract at your fingertips, organized with insights that help you make decisions that save you money. Detect shadow IT, over and under usage, and auto-detect opportunities for savings. Never miss a renewal and have all the information you need to update your contracts based on actual usage.
Remote Support
Easy one-click access directly from your service desk ticket. Provide real-time support with high quality, low latency remote access, powered by Splashtop. Robust features make it seem like your physically working from any device – owned or not, attended or unattended, Ad-hoc or streamed. The native integration allows AI to learn from resolutions, automatically suggest remote access with a link, and documents everything in the ticket journey.
Reports & Dashboards
Gain valuable insights with 60+ prebuilt reports, custom dashboards, and BI analytics. Easily create custom reports to ensure management and leadership have access to data that drives decision making. Monitor AI usage and performance, SLAs, teams and individual agents, and anything else you can think of.
ESM
Expand service management to other departments, without worrying about data security. Give every team their own, data-segregated service space with their own forms, SLAs, AI data pool, workflows, custom self-service portal, and more. Take service to the next level across your entire organization.
AI Copilot
Guides your team to faster resolutions
AI Agents
Resolve repetitive busy work
Workflows
Automate your entire ticket journey
Built-in BI
Gain instant insights
Self-service portal
Provides hyper-relevant answers
FAQ
An ITIL help desk manages incidents, requests, changes, and problems using ITIL’s structured, repeatable processes. SysAid builds this foundation natively, then layers AI on top so tickets get triaged, routed, and often resolved without your team lifting a finger.
A help desk focuses on fixing IT issues fast, while a service desk manages the broader delivery of IT services end to end. SysAid combines both: ITIL-aligned service management with the responsiveness of a help desk, so you get structure without losing speed.
AI resolves issues directly in natural language before a ticket is even created, and automatically handles the routine requests that do come in. Together, this can eliminate up to 65% of your queue, freeing your team up for work that actually needs a human.
Yes. SysAid’s AI categorizes, prioritizes, and routes every incoming ticket automatically, and fills in forms and asset details so your agents start with full context. Copilot then recommends next steps, so nothing sits in the queue untouched.
MTTR, mean time to resolve, measures how long it takes to close a ticket from open to resolution. Lower MTTR means faster fixes and happier employees. SysAid’s AI, automations, and Copilot work together to cut MTTR by handling the busywork around every ticket.
Yes. SysAid’s AI answers employee questions instantly in natural language through the Self-Service Portal, Microsoft Teams, or email, often solving issues before a ticket is ever created. When a human is truly needed, it’s routed straight to the right agent.
Yes. SysAid is built on ITIL best practices, with structured, repeatable processes for incident, problem, change, and request management. This keeps your team efficient, audit-ready, and continually improving, without a rigid, one-size-fits-all framework.
