SysAid is an AI-powered ITSM and help desk platform for incident, asset, and service management. See SysAid's features, AI Copilot, and pricing.
Category
Help Desk
Pricing
SysAid offers per-agent subscription pricing: a Professional plan at $89/agent/month, and a custom-quoted Enterprise plan starting at 20 agents. A free trial is available with no credit card required.
SysAid is an IT Service Management (ITSM) and help desk platform built to move IT departments "from reactive to proactive" service delivery. It is offered across Help Desk, ITSM, and Enterprise Service Management (ESM) tiers, covering incident, request, change, and problem management, a knowledge base and service catalog, IT asset management with a CMDB, license tracking, a workflow designer, remote support (via a Splashtop integration), and reporting/BI dashboards. Its main differentiator is AI: SysAid Copilot acts as a chat assistant for agents and end users, and an AI Agent Builder lets teams create conversational automation agents; SysAid states these can "automatically resolve more than 60% of incidents before they ever become tickets." The platform advertises 1000+ third-party integrations and targets IT teams in education, healthcare, manufacturing, MSPs, HR, and larger enterprises, with security references to SOC 2, GDPR, and SSO on its trust page.
Key Features
Incident, Request, Change & Problem Management — Core ITSM workflows for logging, routing, and resolving incidents and requests, plus formal change and problem management processes.
AI Copilot & AI Agent Builder — An AI chat assistant for agents and end users, plus a builder for creating custom automated AI agents that SysAid says resolve more than 60% of incidents before they become tickets.
IT Asset Management & CMDB — Tracks hardware, software, and licenses in an all-in-one asset management module with a configuration management database (CMDB).
Knowledge Base & Service Catalog — Self-service knowledge articles and a service catalog to help end users find answers and request services without opening a ticket.
Workflow Designer & Automation — A workflow designer for building automated approval and routing processes, with deeper automation powered through a Workato integration.
1000+ Third-Party Integrations — Connects with collaboration, finance, HR, and IT tools, plus native remote support via a Splashtop integration.
Pros & Cons
Pros
Built-in AI Copilot and AI Agent Builder that SysAid states automatically resolve more than 60% of incidents before they become tickets
Broad ITSM toolset in one platform — incident, request, change, and problem management plus asset/CMDB tracking, knowledge base, and reporting
1000+ pre-built third-party integrations spanning collaboration, finance, HR, and IT tools
Security page references SOC 2, GDPR, and SSO support, relevant for regulated or enterprise buyers
Cons
Entry-level Professional plan is priced per agent ($89/agent/month), which can scale up quickly for larger IT teams
Enterprise-tier features (sandbox environment, advanced BI, faster SLAs) require custom contact-sales pricing rather than transparent self-serve rates
AI automation usage is metered via included Workato credits per plan, which may require add-on purchases for heavy automation workloads