Find your fit
Who it is for
An internal IT desk that receives both outages and routine access or equipment requests can use separate incident and request processes, then follow each record from intake through assignment and resolution.
Operations teams planning controlled IT changes can use change templates and approval steps while linking recurring incidents to problem analysis and knowledge rather than treating every repeat as an isolated ticket.
A buyer seeking a consolidated service environment can evaluate asset context in tickets, a self-service route for users and SLA reporting alongside the core desk. The current Professional pricing card lists those categories, but exact deployment and usage terms still need a quote.
The work it supports
Core capabilities
Incident handling. Log and prioritize an unplanned disruption, route it to the relevant queue and keep an incident record as the service is restored.
Request fulfillment. Capture a routine ask, categorize it, route approvals or work, and track activities and messages on a timeline until the request is complete.
Change control. Use change request templates, configure workflows, coordinate approvals and retain a log of steps and decisions.
Problem analysis. Relate recurring incidents to a common underlying problem and carry the resolution into a knowledge record or a proposed change.
Asset context. Link asset information to the service desk so an agent can see equipment context while examining a ticket; confirm the desired discovery depth and any add-on terms.
Self-service and knowledge. Users can submit and track tickets and find answers. For knowledge upkeep, SysAid describes candidate articles drafted from closed work; the team reviews before publishing.
AI-assisted routine work. Vendor documentation describes triage and selected well-documented incident resolutions tied to rules and logged actions. Evaluate these automations with your own data and guardrails before relying on them.
Service visibility. The current Professional card includes SLA management, dashboards and BI analytics for monitoring the queue.
Understand the offer
Pricing and getting started
The current Professional pricing display starts at $89 per agent per month and directs buyers to get a quote. The page does not settle the final currency, billing period, contract or total for a particular organization, so use the figure as a public starting display.
Professional lists request, incident, change and problem management, asset management, Copilot and SLA tools. Its plan card also lists prebuilt AI agents with 100K Workato credits; check which connected automations consume those credits.
Enterprise is custom-quoted starting at 20 agents. It adds a sandbox, tailored AI agents, advanced analytics, 300K Workato credits and a Gold support package above Professional; confirm each needed entitlement in the quote.
The current pricing FAQ offers a free trial with no card details but gives no duration in that answer. Confirm trial length, plan scope and data treatment before starting.
Look a little closer
Before you choose
Separate incidents from routine requests when mapping your queues, approval paths and SLAs. A change process and recurring-problem process need owners and agreed rules to deliver useful records.
Test AI routing and routine resolution on your own ticket types. The vendor describes rule-linked and logged actions, but this research did not execute an automation or verify a resolution outcome.
Get a written plan quote. The public $89 agent-month display, 20-agent Enterprise starting point and different Workato credit allowances leave organization-specific billing and add-ons to confirm.
No account, ticket, asset scan, knowledge publication, AI operation, trial signup or purchase was tested. This listing summarizes current public pages only.
7 distinct sources behind this profile. Research observed Oct 18, 2026. Features and offers can change.
View sources and research →
