SysAid’s AI Automations lets you create automations using conversational prompts. Instead of manually configuring rules, you describe the automation you need in plain language, and the system generates it for you. You can use it to create email rules, routing rules, escalation rules, and more.
Supported automations are structured around a trigger, an optional condition, and an action, giving you a clear view of the logic before anything goes live.
Available for:
Available for SysAid Spaces customers who joined after April 12th, 2026.
Customers who joined SysAid earlier and want to participate in the beta, please reach out to your SysAid representative.
How it works
The AI Automations uses a prompt-based interface to generate automations. You describe your desired automation in natural language, and the system translates it into a structured flow consisting of a trigger, an optional condition, and an action, giving an easy-to-review breakdown of exactly what the automation will do before it goes live.
To make prompts more precise, you can use @ in your text to reference specific values in SysAid, such as users, statuses, or properties. These values are searchable, so you can quickly find and insert exactly what you need without leaving the prompt editor.
If you're not sure where to start, you can use the library of pre-built templates covering common automation scenarios. Selecting a template loads it as an editable prompt, which you can use as-is or modify to fit your specific needs.
All of your automations, including their AI-generated names and descriptions, are visible in the AI Automations’ automation list, giving you a clear overview of everything that's active or saved in your environment.
Handling automation conflicts
When multiple automations act on the same service records, there’s a chance they may overlap or conflict. This is especially relevant as you scale your use of AI Automations or combine them with existing automation tools.
For new accounts using AI Automations (customers who joined SysAid after April 21st, 2026)
It’s possible to create automations that respond to the same trigger or update the same fields in different ways. In some cases, this can lead to race conditions, where multiple automations attempt to act at the same time.
SysAid does not resolve these conflicts, so it’s recommended to design your automations with clear, distinct logic and avoid overlapping conditions where possible.
For existing accounts using both AI and legacy automations (customers who joined SysAid before April 21st, 2026)
If you’re using AI Automations alongside legacy rules (such as Routing, Escalation, or Email rules), similar scenarios may already be handled by more than one automation.
Overlapping automations can result in:
Repeated or conflicting updates to the same service record
Multiple notifications or actions are being triggered
In rare cases, loops where automations continuously trigger one another
To avoid this, review your existing automations and ensure there are no duplicates or conflicting rules targeting the same use case.
Tip!
Before activating a new automation, take a moment to check whether a similar rule already exists. A small review upfront can prevent unexpected behavior later on.
Limitations
Automations cannot be edited after they are created. If you need to change an existing automation, you will need to delete it and create a new one.
Creation time may vary. Depending on the complexity of the automation, it may take several minutes to generate.
Access is restricted to SysAdmins. Only users with SysAdmin permissions can create and manage AI automations.
To learn more about Admin permission, see Edit Administrator.
Creating an automation
In the left-hand panel, navigate to AI Automations.
To start from scratch, click "Create automation". To use an existing template, click "Use template" on any of the templates displayed at the top of the page.
Write or edit your prompt in the prompt editor. Use @ to insert specific system values such as users, statuses, or properties as needed.
Click "Generate". The page will display the AI's progress while your automation is being built.
Review the generated automation, presented as a clear trigger, condition, and action breakdown.
If needed, adjust your prompt and click "Generate" again. Repeat this process until you're satisfied with the automation flow.
Click "Create automation". This step may take several minutes for more complex automations.
Once creation is complete, choose to either activate the automation so it runs immediately or save it to your automations list without activating it.
From the automations list, you can activate or deactivate any automation using its toggle or permanently remove it by clicking the trash can icon.