DESK REVIEW · BUSINESS TEAMS RANK 6= · FULL ITSM RANK 6 OF 9 · RATED SEPTEMBER 2026
Last reviewed 27 September 2026 · Service Desk Compare reviewers
An AI-agent-first service desk with the full ITIL core on every plan.
Best for building your own AI agents on a mid-size desk
Business-teams ranking
Rank 6=Tied at 7.17.1 / 10
Business teams and lean ITFull ITSM ranking
Rank 67.1 / 10
ITIL and CMDB includedHow we scoreScroll for more
| Criterion | Weight | Score | Why |
|---|---|---|---|
| ITIL practice coverage | 15% | 7.5 / 10 | Request, incident, change and problem management on both plans; no ITIL or PinkVERIFY certification claim on the pages we read. |
| Automation and AI assistance | 18% | 8.0 / 10 | Pre-built AI agents, a Copilot for agents and end users and an AI Agent Builder; tailor-made agents on Enterprise. |
| Time to value | 18% | 7.0 / 10 | SysAid says a help desk can be live in 30 days or less with guided implementation, a vendor claim we have not verified. |
| Configuration management (CMDB) | 12% | 6.5 / 10 | All-in-one asset management with 250 managed assets on Professional; CMDB depth is not documented. |
| Usability for non-IT requesters | 14% | 7.0 / 10 | An AI Copilot for end users and a service catalog, with few requester-portal details on the pages we read. |
| IntegrationsLowest in set | 10% | 6.5 / 10 | Integrations run through bundled Workato credits (100K on Professional, 300K on Enterprise) rather than a published connector list. |
| Pricing transparency | 13% | 7.0 / 10 | Professional is priced at $89 per agent; Enterprise is quoted and starts at 20 agents. |
Scores are editorial assessments from public vendor pages. Total computed from published weights.
| Plan | Price | What changes |
|---|---|---|
| Professional | $89 per agent/month | Request, incident, change and problem management; asset management with 250 managed assets; Copilot; pre-built AI agents; 100K Workato credits. |
| Enterprise | Not published (custom, starting at 20 agents) | Adds tailor-made AI agents, sandbox, advanced BI, 300K Workato credits. |
Source: SysAid pricing
SysAid documents automation at 2 of 6 stages, with 1 more described in general terms.
| Stage | Status | Note |
|---|---|---|
| 01 Logged | Partial | AI aims to resolve incidents before they become tickets Source |
| 02 Categorised | Not documented | |
| 03 Routed | Not documented | |
| 04 Resolved | Documented | Pre-built AI agents handle issues start to finish Source |
| 05 Closed | Not documented | |
| 06 Reviewed | Documented | Problem and knowledge management listed Source |
Mid-size desks that want change and problem management from day one and plan to build their own AI agents. Confirm deployment options and CMDB depth in a demo, as the pages we read do not state them.
Both plans include request, incident, change and problem management, asset management, an AI Copilot for agents and end users, and pre-built AI agents.
Source: SysAid pricing
An AI Agent Builder lets teams build and test new AI agents.
Source: SysAid home page
Professional is $89 per agent per month. Enterprise is custom and starts at 20 agents.
Yes. Request, incident, change and problem management are listed on both plans.
An AI Copilot for agents and end users, pre-built AI agents, an AI Agent Builder, and tailor-made AI agents on Enterprise.