SysAid Announces Partnership with Splashtop to Enhance Secure Remote Support Within Its AI-Native ITSM Platform

For the first time, SysAid Copilot uses AI-driven ticket and asset intelligence to initiate Splashtop remote support

SysAid, a leading provider of AI-Native Enterprise and IT Service Management (ITSM) solutions, announced a partnership with Splashtop, a global leader in secure remote access and support. The partnership brings Splashtop’s remote support technology into the SysAid platform, expanding the set of capabilities available to IT teams and enabling faster, more efficient issue resolution.

The integration with SysAid Copilot allows technicians to initiate secure attended and unattended remote support sessions directly from within SysAid service desk tickets, eliminating the need to switch tools or workflows. By combining SysAid’s AI-native approach to service management with Splashtop’s reliable, enterprise-grade remote access capabilities, IT teams gain a more seamless way to diagnose, access, and resolve issues while maintaining operational visibility, administrative control, and strong security throughout the support lifecycle.

Splashtop’s remote support is initiated through AI-driven workflows, orchestrated by SysAid Copilot within the service desk. Using AI, SysAid can recognize the affected device directly from ticket context or identify it through the AI-driven Asset Manager when details are missing. Over time, Copilot learns from previous tickets to automatically suggest remote support and generate a secure connection link, removing manual steps and helping IT teams reduce mean time to resolution (MTTR) and improve customer satisfaction (CSAT).

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“Our customers rely on SysAid to help IT teams work more efficiently, deliver better service, and support employees anywhere,” said Avi Kedmi, CEO SysAid. “Integrating Splashtop’s remote access technology allows us to extend those capabilities with fast, secure device connectivity, so IT teams can keep work moving without disruption.”

With the SysAid AI-Splashtop integration, IT teams can:

• Launch secure remote support sessions directly from SysAid tickets with one-click, including access to devices when no user is present
• Support cross-platform environments for desktops, laptops, tablets, and mobile devices, including Windows, macOS, Linux, iOS, Android, and Chromebook devices
• Deliver high-performance remote sessions optimized for low latency, high frame rates, and responsive control to provide real-time support
• Maintain enterprise-grade security and compliance, including end-to-end encryption, role-based access controls, SSO, and alignment with SOC 2, ISO, and GDPR

“Software platforms across the IT ecosystem depend on reliable remote connectivity to support their customers,” said Mark Lee, CEO and Co-founder of Splashtop. “We were impressed by how SysAid has leveraged advanced AI within its service desk to streamline how and when remote support is initiated. By working with SysAid, we’re able to bring Splashtop’s high-performance, secure remote access directly into AI-driven workflows, helping IT teams connect to devices faster and resolve issues more efficiently.”