Every person in SysAid is either an administrator or an end user, never both at the same time. This single distinction shapes who consumes a license, who can work on tickets, who can configure the system, and who interacts with SysAid only through the Self-Service Portal. Getting it right keeps your license usage clean and your access controls sensible.
Available for:
Customers using SysAid Spaces. If you’re using SysAid Classic, see Administrators or End Users.
How it works
SysAid's user model splits people into two kinds based on their relationship to the service desk: those who run it (Agents) and those who use its services (End Users). Both kinds can be organized further with groups and (in the Full Edition) companies, but the administrator-versus-end-user distinction is the foundation on which everything else is built.
Service Pros (Administrators)
Service pros are the people who run your service desk. They sign into the SysAid admin interface, work on tickets, and configure the system within the limits of their permissions.
What an administrator can actually do depends on those permissions. A frontline technician might only see tickets assigned to them, while an admin with the SysAid Administrator permission has full access to everything in the system, including configuration, user management, and licensing.
Please note:
To learn more about permissions, see Permissions Overview.
Most Service pros sit somewhere in between: permissions can be granted at the individual level on the administrator's profile or applied through the groups they belong to. (See The Permission Model for details.)
Each enabled administrator consumes one admin license. A disabled administrator does not count against your license limit, which makes disabling (rather than deleting) the typical first step when someone leaves.
End Users
End users are the people your service desk supports. In most organizations, this is the entire employee base.
End users access SysAid only through the Self-Service Portal, where they can submit new tickets, track the status of their open tickets, communicate with the technicians working on them, and (depending on your configuration) browse the knowledge base or service catalog. They cannot see other people's tickets, work on tickets assigned to others, or access any admin functionality.
End users do not consume admin licenses. If your edition includes an end-user limit, disabled end users do not count against it.
Disabling vs. deleting users
When a user is no longer active, you have two options.
Disable the user when you want to keep their history intact. Disabled users cannot log in and cannot be selected as the request user on a service record, but their profile, ticket history, and audit trail remain. Disabled Service pros do not count against your license limit, so disabling is usually enough to free up a seat for a new hire. This is the recommended default for departures.
Delete the user when you want to fully remove them from SysAid. Deleting an administrator triggers a reassignment flow: you choose another admin to receive their routing rules, escalation rules, templates, and service records. Deletion is more disruptive and harder to reverse, so reserve it for cases where you genuinely want the user gone (for example, accounts created in error).
If you are not sure, disable. You can always delete later.
Managing users
This section covers the three day-to-day actions you'll perform on existing users: converting between types, disabling, and deleting.
Converting between user types
People's roles change. SysAid lets you convert between Agents and End Users in either direction, preserving the user's identity and history.
To convert End Users to Agents:
Go to Settings > Administration > User Management > End Users.
Select the users you want to promote.
In the list of actions at the bottom, click Convert to Admin.
This is the common path when you have imported users from LDAP or AD: your future technicians arrive as end users, and you promote the right ones.
To convert Agents to End Users:
Go to Settings > Administration > User Management > Service pros.
Select the admins you want to demote.
In the list of actions at the bottom, click Convert to End User.
When prompted, click OK to confirm.
Select an administrator to take over the demoted admin's responsibilities (routing rules, escalation rules, templates, and service records). Choose whether to also transfer closed service records.
Click OK.
This is part of the offboarding process when someone leaves the service desk but remains with the company.
Disabling users
Disabling a user prevents them from logging in and removes them from selectable lists (such as the request user field on a service record), while preserving their profile and history. Disabled Service pros do not count against your license limit.
To disable users:
Go to Settings > Administration > User Management > Service Pros (Admins) or End Users.
Select the users you want to disable.
In the list of actions at the bottom, click Disable.
Click Set.
To re-enable a user later, follow the same steps and select Enable instead.
Deleting users
Deleting fully removes a user from SysAid. Use this only when you're sure you no longer need the user's history or association with their tickets.
To delete End Users:
Go to Settings > Administration > User Management > End Users.
Select the users you want to delete.
In the list of actions at the bottom, click Delete.
To delete Agents:
Go to Settings > Administration > User Management > Service Pros (Admins).
Select the admins you want to delete.
In the list of actions at the bottom, click Delete.
When prompted, choose another administrator to receive the deleted admin's routing rules, escalation rules, templates, and service records. You can also leave the duties unassigned.
Choose whether the reassignment includes closed service records or only active ones.
Confirm the deletion.