SysAid
ITSM and agentic AI platform that resolves requests before they become tickets
By SysAid Technologies · HQ Tel Aviv-Yafo, Israel · 4.0/5 Value-Position score (estimate)
Positioning guardrails
Best for
- IT service desks that want to move from reactive ticket handling to proactive, automated support
- Mid-market and enterprise IT teams that want agentic AI without per-interaction usage caps
- Organisations consolidating ITSM with asset, CMDB and software license management
Ideal size: 5–100 IT agents people · Mid-market to enterprise IT team with an established service desk and ITIL processes
Not for
- Teams that only need a lightweight, low-cost ticketing tool
- Buyers wanting a pure-play AI agent product with no ITSM process model
- Companies that require a fully on-premise-only deployment path
Value metrics scorecard
Time-to-Value
30 days or less
~30 days to first production value
Total Cost of Ownership
$26,700/yr
Starts at $1,068 · Per agent, per month: Professional at $89/agent/month; Enterprise custom-priced from 20 agents. AI is included in both plans.
Implementation Friction
2/5
Engineering + admin effort required
Value-Position score
out of 5 · model estimate
Full cost breakdown
Mandatory implementation fee
None
Seat tiers
Professional is sold per agent with no stated minimum; Enterprise starts at 20 agents.
Add-on costs
- Sandbox environment (Enterprise)
- Workato integration credit packs (100K included on Professional, 300K on Enterprise)
- Private AWS instance (Enterprise)
- Patch Management (GFI), Splashtop Remote Support, Lansweeper Advanced Discovery, additional asset packs
- License Manager Advanced
- Silver, Gold and Gold VIP service packages
Company & support
Who is behind SysAid, and how your team gets help once it is live.
Company
- Founded
- Not recorded
- Headquarters
- Tel Aviv-Yafo, Israel
How you get support
- PhoneNot listed
- EmailPaid plans
- Live chatPaid plans
- Support portal / ticketsAll plans
- Community forumAll plans
- Help centre / docsAll plans
- Dedicated account managerEnterprise only
- In person / on-siteNot listed
- Hours
- Not recorded
- Response time
- Priority 1: 3 hours (Professional) / 1 hour (Enterprise); 19.5 min time to first response under Gold VIP SLA
Published support hours are 24/6 on both plans, with Copilot self-help available 24/7. Higher service packages (Gold, Gold VIP) add faster P1 SLAs and a dedicated technical account manager.
“Not listed” means the vendor’s public pages don’t mention that channel, not that it is unavailable. Ask about it during evaluation.
Market position
Where SysAid sits against its closest alternatives. Pick any two of cost, speed, friction and buyer score, and up to 9 companies to compare.
Quadrant view
Typical annual cost × Time-to-value
The lines cross at the median of the solutions shown, so about half sit on each side of each line. A dashed ring marks an outlier pinned to the edge; hover for its value.
Companies on the chart 6 / 10
- SysAid
- Retool
- Vivantio
- Perk
- Laserfiche
- YAROOMS
Add or change companies
Up to 10 companies including SysAid. Listed closest first.
Stack fit signal
Compatibility with standard B2B ecosystems.
No supported MCP path today, so it cannot be driven from an AI client.
AI & MCP readiness
What SysAid ships in AI, and what it asks of your ecosystem.
AI features shipped
Vendor markets SysAid as AI-native service management with unlimited agentic AI: Copilot chatbots for agents and end users, 100+ prebuilt AI agents, an AI Agent Builder, AI Connections to Microsoft 365, Slack and Salesforce, and scheduled agents. Guardrails, an AI usage dashboard and centralized agent activity logs are included.
Your data & models
- Trains on your data
- Not recorded — ask the vendor
- Runs on
- Not recorded
- AI pricing
- Included in the plan
In your ecosystem
- AI connection
- Not supported
- Model key
- Not recorded
- AI usage audit
- Full audit trail
Compliance attestations
* IAPP AIGP certifies individuals, not products. It means named staff hold the credential — not that the platform does.
Bottom line
SysAid is an ITSM platform for IT teams moving from reactive to proactive support. Its agentic AI covers Copilot chatbots, 100+ prebuilt AI agents and an AI Agent Builder that act across Microsoft 365, Slack and Salesforce, with guardrails, a usage dashboard and centralized agent activity logs. Professional costs $89 per agent per month with AI included; Enterprise starts at 20 agents. Asset, CMDB, license management and BI analytics are built in, and SysAid says customers go live in 30 days or less.
Frequently asked questions
How is SysAid priced?
Professional is listed at $89 per agent per month with AI included, and Enterprise is custom-priced starting at 20 agents. A free trial is available without a credit card. Optional add-ons include a sandbox environment, Workato integration credit packs, a private AWS instance, patch management, remote support, advanced discovery and premium service packages.
How long until we are live and getting value?
SysAid states that customers can be live and fully operational in 30 days or less, and its own site says the team guides implementation and setup for the shortest possible time to value. Quotes and plan selection go through a consultant who maps features to team size and maturity.
What AI do we get, and is it billed separately?
AI is included in both plan prices rather than sold as a separate add-on. It includes Copilot chatbots for agents and end users, more than 100 prebuilt AI agents, an AI Agent Builder, AI Connections to systems such as Microsoft 365 and Slack, scheduled agent runs, guardrails and an AI usage dashboard with activity logging. Fair-usage limits apply, and higher tiers add more Workato integration credits.
What compliance certifications does SysAid publish?
SysAid publishes a compliance list covering SOC 2 Type II, ISO 27001, ISO 27017, ISO 27018, GDPR, CCPA, MFA/SSO, DPA and multi-region data residency, and states that certificate copies can be downloaded from its security page. Buyers should request the current reports and scope during evaluation, since certification coverage varies by product and hosting model.
What support is included?
Both plans include the self-service portal, community membership, knowledge base access, email support and published 24/6 support hours. Response targets are 3 hours for Priority 1 on Professional and 1 hour on Enterprise. Higher service packages add faster SLAs and a dedicated technical account manager.
Which systems does SysAid integrate with?
SysAid lists AI Connections and integrations for Microsoft 365, Azure AD, SharePoint, Intune, Microsoft Authenticator, Slack, Salesforce, Twilio and Hibob HR, plus a Microsoft Teams app, native integrations, Workato credit-based connectors and a developer API.