Splashtop & SysAid partner to streamline remote support
Splashtop has partnered with SysAid to integrate remote support into the SysAid service management platform. The integration is available to SysAid customers in more than 100 countries.
The partnership brings Splashtop's attended and unattended remote support into SysAid service desk tickets, allowing technicians to start a session from within a ticket instead of switching between tools.
SysAid's Copilot can trigger the remote support process through AI-driven workflows. The system identifies the affected device from the ticket context or, if details are missing, uses the platform's asset management data.
The software can also learn from previous tickets and suggest when remote support is appropriate. It can then generate a secure connection link, reducing manual steps in the support process.
Ticket workflow
The integration is designed for IT teams handling support requests across a range of corporate devices. It supports desktops, laptops, tablets and mobile devices running Windows, macOS, Linux, iOS, Android and ChromeOS.
This gives service desk teams a way to connect directly to user devices, including systems with no user present. That could be useful for troubleshooting office machines, supporting hybrid staff or accessing unattended endpoints used in business operations.
Remote support software has become a standard part of enterprise IT operations, particularly as organisations manage a wider range of endpoints and more distributed workforces. Integrating that function into service management platforms reflects a broader move by software suppliers to embed support tasks more deeply into IT workflow systems.
The connection sits within SysAid's service desk environment, which manages incidents, requests and related IT operations. By linking remote access with ticket and asset data, the companies aim to reduce delays between problem identification and technician intervention.
Mark Lee, CEO and co-founder of Splashtop, said the deal reflects a broader market shift. "Software platforms across the IT ecosystem depend on reliable remote connectivity to support their customers," Lee said.
"SysAid's AI-driven service desk represents an important evolution in how IT teams operate. By integrating Splashtop's high-performance remote access into these workflows, we help organizations connect to devices faster, reduce manual effort, and resolve issues more efficiently," he added.
Broader reach
The combined offering is available in the United States, the United Kingdom, Canada, Australia, New Zealand and more than 100 other countries. According to company information, SysAid serves more than 5,000 customers across 140 countries.
More than 30 million users rely on Splashtop's remote work, support and management products, according to the company. Splashtop focuses on remote access and support software, while SysAid centres on IT service management software with a growing emphasis on AI tools for service desks.
The integration also includes security and compliance features cited by the companies, including end-to-end encryption, role-based access controls and single sign-on. They also pointed to alignment with SOC 2, ISO and GDPR requirements.
For IT departments, those controls are likely to matter because remote access software often sits in a sensitive part of the technology stack. Service desk teams typically need to balance speed of intervention with auditability, access restrictions and oversight of who connects to which device and when.
SysAid linked the partnership to customer demand for more efficient support operations. "Our customers rely on SysAid to help IT teams work more efficiently, deliver better service, and support employees anywhere," said Avi Kedmi, CEO of 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," he said.