Welcome to the SysAid API! Whether you're building custom workflows, integrating with third-party systems, or just looking to automate tasks, you're in the right place. This guide will help you get started with the basics.

1. What is SysAid?

SysAid is an IT Service Management (ITSM) platform that helps organizations manage their IT services more efficiently. From handling service requests and incidents to automating workflows and integrating with other tools, SysAid supports a wide range of IT operations.

With the SysAid API, you can extend the platform’s capabilities, integrate with your existing systems, and automate actions programmatically.

2. Core Entities

Before diving into the API, it helps to understand some of the key building blocks of SysAid:
🧑 Users
Individuals who interact with the SysAid system. These can be end users (employees) or Agents (IT staff).

👥 Groups
A group is a collection of users, often grouped by role (Agents or end users), department (HR, Finance, etc.), or location. Groups can be used to assign different Agent responsibilities and manage access.

🛠️ Service Records
These include incidents, requests, problems, and change records. They track IT-related interactions and their resolutions and are the very heart of SysAid.

📄 Templates
Predefined formats for creating service records. Templates streamline data entry and ensure consistency. To learn more, see our Templates article.

3. What Can I Build with the API?

If you manage your company’s users in a customized internal portal, you can use the Group API endpoints to sync group creation and removal directly from the portal, keeping SysAid in sync with your organizational structure.

You can also use the Service Record API endpoints to create or update service records from your portal, so users can submit IT issues or requests without ever leaving your internal system.

This flexibility lets you build tailored experiences that integrate smoothly with your existing tools and workflows.

4. Next Steps: Authenticate and Start Building

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Requirements:

• A SyAid account with Spaces infrastructure. If you’re not sure which infrastructure your account is using, please contact your Customer Success Manager.
• SysAid user credentials. You can find them by going to your user profile in SysAid.

To start using our API, you’ll first need to authenticate yourself and get the necessary credentials to get started. To learn how to do that, go to our Authentication Guide.