User Management is where you manage the people who use SysAid, what they can access, and how they’re organized.
From this section, you can create and edit user profiles, import users from LDAP/AD or CSV, organize users into groups, manage Service Pro permissions, and, in the Full Edition, manage companies.
Getting User Management right early helps SysAid work smoothly across routing rules, escalation rules, SLAs, service record assignments, Self-Service Portal access, reports, and automations.
How it works
To access User Management:
In SysAid Spaces, go to Settings > Administration > User Management.
In SysAid Classic, go to Tools > User Management and select the relevant user type.
From there, select the relevant user type or area you want to manage, such as Service Pros (Administrators), End users, Groups, or Companies.
SysAid user types
SysAid includes two types of users:
Service Pros (Administrators) are service desk staff, such as technicians, dispatchers, and managers, who sign in to work on service records. Service Pros use admin licenses, and their access is controlled by permissions.
End Users are the people your service desk supports. They can submit and track service records through the Self-Service Portal, but they don’t work on service records and don’t use admin licenses.
A user can be either a Service Pro (Administrator) or an End User, but not both. You can convert a user from one type to another if their role changes.
Organizing users
In addition to user types, SysAid gives you two main ways to organize people:
Groups are collections of users. Most service desks use Service Pro groups to assign service records, route work by category or request type, and manage permissions for several Service Pros at once. End User groups can help control which categories or services are visible to specific audiences. Groups can also be general, which means they can include both Service Pros and End Users.
Companies represent the organizations your users belong to. In multi-tenant environments, such as MSPs, shared services, or teams that support multiple business units, companies help scope service records, assets, reports, and group membership so Service Pros see the information that’s relevant to their company.
Pleae note:
Companies are available only in the Full Edition.
How users and organizations work together
Both Service Pros (Administrators) and End Users can belong to one or more groups, and both can be associated with a company.
Permissions apply only to Service Pros (Administrators). Their access is determined either by their individual profile or by the groups they belong to. You can choose which permission model to use for each Service Pro.
User management steps
For an initial setup, work through these steps:
Get your users into SysAid: Choose how you’d like to add users:
Google Active Directory integration
Microsoft Entra ID integration
Set up your service desk team: Promote users from End Users to Service Pros, or create Service Pros directly, then assign them to groups.
Configure permissions: Decide whether to manage permissions per Service Pro or per group, then configure them accordingly.
Organize users with groups: Create the Service Pro (Administrator) groups that your routing, assignment, permissions, and reporting will rely on.
Add companies, if relevant: If you use the Full Edition and support multiple organizations, set up companies before scoping users and groups to them. You can also import companies.