The Splashtop integration with SysAid is used to launch remote support sessions directly from the SysAid Help Desk / ITSM console, and requires a Splashtop Business account (Splashtop Enterprise for full AI Agent Builder functionality). Sessions can be started with one click from a ticket, and session logs are automatically added back to the Ticket Journey for documentation and audit purposes.
The integration is built on SysAid's AI capabilities — SysAid Copilot can automatically identify the correct device and generate a session link, removing the need for manual asset lookups or secret codes.
For detailed setup and integration information, please refer to the support article provided by SysAid:
- Connecting Splashtop to the SysAid AI Agent Builder (SysAid Documentation)
- Splashtop + SysAid: Simplified AI Remote Support (SysAid Blog)
- Splashtop + SysAid One-Pager (PDF)
Setting Up the Connection
Available for SysAid Cloud customers and Splashtop Enterprise customers.
When setting up the connection, you'll need to add the email address and Splashtop API token of every IT agent who is allowed to start remote sessions.
- In your Splashtop account, go to your user profile (top right corner) and click Account Settings.
- Under Web API Tokens, click Manage.
- Click Create API Token. We recommend providing full permissions.
- Click Create, then copy the API token and click Close. (The token can only be viewed at this step — be sure to save it.)
- Activate the toggle on the API token you just created.
- In your SysAid account, go to Settings > AI Agents > AI Agent Builder.
- Search for Splashtop Connector and select it.
- Enter the user's email address for whom you just created the API token.
- Paste the same user's API Key into the Controller API Key (Bearer Token) field.
- Repeat this process for all relevant users — each user must log in to Splashtop and create their own API key. Members can be invited via the Splashtop Users menu.
- Click Test.
- Once you see the confirmation message, click Publish.
Your Splashtop account and SysAid AI Agent Builder are now connected. You can then use the prebuilt Splashtop AI Agents, or build your own agent from scratch using SysAid's AI Agent Builder.
Key Features
- One-click AI connectivity – SysAid Copilot identifies the correct device and generates a session link automatically, no manual asset lookups required.
- Attended and unattended access – Supports both in-person and off-hours/background sessions.
- High performance – 4K resolution with ultra-low latency across laptops, mobile devices, servers, and kiosks.
- Automated documentation – Every session is automatically logged in the Ticket Journey, including notes taken during the session.
- In-session tools – Voice, chat, file transfer, reboot & reconnect, session recording, and shared agent desktop.
- Security – TLS 1.2, 256-bit AES encryption, MFA, SSO/SAML integration, and granular permissions.
- AI efficiency – Copilot learns from historical ticket data to proactively suggest remote sessions as the fastest path to resolution.
Feedback
Having issues with the integration or have a suggestion? Please open a support ticket.