The SysAid Mobile App for Agents extends your Service Desk to mobile, combining core ticket management with built-in AI assistance.
From triaging incidents and prioritizing your queue to analyzing SLA risks and composing responses, the built-in AI Chat helps you take action instantly. Whether you're away from your desk, in a meeting, or walking the floor, you can manage service records, retrieve insights, and resolve issues faster, directly from your mobile device.
How it works
The SysAid mobile app, powered by AI-driven assistance, connects securely to your existing SysAid environment and mirrors key day-to-day workflows in a mobile-friendly experience.
After signing in, you can:
Run AI agents to help you with anything you need
Interact with the SysAid Agent chatbot for quick assistance and service record creation
View and manage service records assigned to you or your groups
Access asset details while in the field
The app focuses on speed and clarity. Complex or configuration-heavy actions remain available in the desktop application, while the mobile app is optimized for quick decisions and field work.
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AI Chat
This is your AI-Powered Service Desk Assistant, right in your mobile device. It allows Agents to manage and analyze service records using natural language. Instead of navigating filters, reports, and multiple screens, you can simply ask.
You can take action directly from the conversation: Create new service records through a guided flow, retrieve related asset information, compose responses for requesters (with your approval), or assist users with supported password reset flows.
You can also run a multitude of AI agents to perform various tasks and help you get your work done even faster. To see the full list of available AI agents, see Prebuilt AI Agents Overview.
By combining analysis and action in a single interface, AI Chat enables you to triage and respond faster, especially when you're away from your desk.
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What’s included
The first thing you see is the Home tab, which provides a quick overview of your open service records and helps you stay on top of active work as soon as you open the app.
Service Records
The Service Records tab allows you to create and manage service records on the go.
You can:
Create service records (via the chatbot)
View service records
Change the service record status
Change the service record priority
Close service records
Service records can be searched or filtered to help you quickly find relevant issues.
Filtering service records
You can narrow down service records using:
Quick filters: My, New, Unassigned
Advanced filters: User (Agents only), Group, Status
After selecting filters, tap Done to apply them.
Assets
The Assets tab provides read-only access to all assets, allowing you to review device and configuration details while in the field.
You can view:
Asset type and model
Manufacturer
Asset ID and serial number
Asset source and additional metadata
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Configuration Items (CIs)
Configuration Items (CIs) in the SysAid Mobile App allow you to view and access the components that make up your IT environment, directly from your mobile device. Similar to Assets, CIs represent items such as services, systems, or infrastructure components that are managed within SysAid.
Having access to CIs on mobile helps you investigate incidents more effectively, especially when you're away from your desk and need immediate visibility into affected systems or services.
Limitations
The SysAid Mobile App supports core service record management and AI-assisted workflows, but some capabilities are currently limited:
Messages, notes, and activities are not available in the service record view.
Editable fields are limited to Assignee, Priority, and Status.
Assets and Configuration Items (CIs) are read-only. Search, filtering, and sorting are not supported in these sections.
The Home screen displays only service records that are assigned to the logged-in user with New and Open statuses.
Adding the app to your device
To add the app to your mobile device:
For the beta phase, contact your SysAid representative or reach out to mobile@sysaid.com.
Download the app:
Sign in using one of the following authentication methods:
Microsoft SSO
Local SysAid user credentials
The available sign-in methods are the same as in the desktop product.
After your initial sign-in, you can enable biometric authentication for faster access. Depending on your device, you can use fingerprint or face recognition to log in.
App info and release notes
You can go to the home screen and click the profile icon on the top left to see and update your user details, view your app version, contact our support team, and provide feedback about the app. We are always happy to get your feedback
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If you want to see what’s new with the mobile version you’re using, you can go to the Apple App Store or Google Play and check out the “What’s new” section of the SysAid app.