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.
Please note:
The SysAid mobile app is currently in beta. Access is available only to customers who request to participate in the beta program.
We’re actively refining the experience and welcome customer feedback.
To learn more or to download the app, please contact your SysAid representative, or reach out to mobile@sysaid.com.
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:
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 prioritize your queue, surface urgent or overdue service records, and identify SLA risks in seconds. The AI can suggest updates to category, urgency, impact, priority, or assignee, summarize complex records, and highlight trends such as aging or reopened tickets.
You can also 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.
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
No asset actions are available in the mobile app.
Limitations
The SysAid mobile app is optimized for mobility and fast decision-making. Some advanced capabilities are intentionally limited to the desktop application.
Limitations include:
AI Agents cannot be executed from the mobile app
Assets are view-only
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.
