SysAid Unveils New AI Agents to Streamline ITSM Workflows

SysAid continues to drive innovation in IT Service Management with the launch of several new prebuilt AI Agents in its June 2025 release. These agents are designed to automate routine tasks, enhance service desk efficiency, and enable IT teams to focus on strategic initiatives. Below, we outline each new AI Agent and its specific capabilities.

List of New SysAid AI Agents and Their Features

1. Detect Problem from Incidents This agent automatically scans incident records to identify recurring issues, enabling proactive problem management and reducing service disruptions.

2. Create Problem with Related Incidents Facilitates the creation of a new problem record, linking all relevant incidents for comprehensive tracking and faster root cause analysis.

3. Add Note to Service Record Allows users or automated workflows to append contextual notes to any service record, improving communication and documentation across the IT team.

4. Generate Wrap-up to SR Automatically generates a summary or wrap-up for a service record upon closure, ensuring clear documentation and knowledge sharing.

5. Deep Research with Perplexity Integrates with Perplexity AI to conduct in-depth research on tickets or issues, providing IT staff with relevant knowledge and suggested solutions.

6. Microsoft 365 – Identify License Shortage Monitors Microsoft 365 licence usage and alerts administrators when a shortage is detected, supporting compliance and uninterrupted user access.

   
   

For the complete and continually updated list of prebuilt AI Agents, visit the official SysAid documentation: Prebuilt AI Agents Overview.

Why This Matters

The addition of these AI Agents demonstrates SysAid’s commitment to intelligent automation in ITSM. By reducing manual workload and improving accuracy in ticket management, organisations can achieve greater operational efficiency, faster resolution times, and improved user satisfaction.