# SysAid

**Categories:** ITSM

Automate ticket routing and IT service workflows with AI-powered SysAid.

SysAid is an IT service management platform that combines help desk, asset management, and automation capabilities to streamline IT operations for organizations of all sizes. Integrating SysAid with Harmony adds AI-driven resolution capabilities and intelligent ticket routing while preserving your existing SysAid workflows.

### Capabilities

- **Help Desk Integration**: Create and update SysAid tickets automatically from Harmony AI agent workflows
- **Asset Management Sync**: Keep SysAid asset records aligned with real-time data from Harmony's connected integrations
- **Automation Rules**: Extend SysAid automation with Harmony's AI-driven decision making and multi-system orchestration

## What Harmony does with SysAid

Harmony is the chat front line for employee requests, and SysAid stays the system of record. Employees ask in Slack or Teams, Harmony creates the ticket in SysAid, and status, comments, and assignees sync both ways. Agents work their SysAid queues without switching consoles.

## Data synced

- Tickets, incidents, and service requests
- Ticket status and priority
- Comments and notes
- Assignees, categories, and knowledge articles

## Actions available

- Create tickets and requests in SysAid from Harmony
- Sync comments and status changes in both directions
- Update assignees and priority from chat

## Real-world use cases

**Request from chat**: An employee opens a request in Slack, Harmony creates the SysAid ticket, and updates return to the same thread.

**Answered from knowledge**: Harmony surfaces a matching SysAid knowledge article and resolves a common question with no ticket.

**Agent stays put**: An agent updates status and adds a note in Harmony, and both changes sync straight to SysAid.

## Related integrations

- [ServiceNow](/integrations/servicenow)

- [Freshservice](/integrations/freshservice)

- [Jira Service Management](/integrations/jira-service-management)

## FAQ

### What is SysAid?

Connect SysAid so employees raise and track tickets in Slack or Teams while SysAid stays the system of record. Harmony is the chat front line for employee requests, and SysAid stays the system of record.

### What data does Harmony sync from SysAid?

Harmony's SysAid integration syncs the following into a single agent inventory: tickets, incidents, and service requests; ticket status and priority; comments and notes; and assignees, categories, and knowledge articles.

### What can I do with SysAid through Harmony?

Through the SysAid integration, Harmony can create tickets and requests in SysAid from Harmony; sync comments and status changes in both directions; and update assignees and priority from chat.

### How does the SysAid integration help IT teams?

An employee opens a request in Slack, Harmony creates the SysAid ticket, and updates return to the same thread.

### What other integrations pair with SysAid in Harmony?

SysAid is commonly paired with ServiceNow (ITSM), Freshservice (ITSM), and Jira Service Management (ITSM) inside Harmony, giving IT one unified view across related systems.