SysAid Launches Autonomous IT Engineer Dex with Outcome-Based Pricing

Developed by the team behind SysAid, Dex operates across Microsoft 365, Google Workspace, and Okta to handle requests ranging from password resets to complex L2 and L3 troubleshooting. By integrating directly into Slack and Microsoft Teams, the agent removes the need for manual ticket handoffs, reportedly resolving up to 90 percent of IT requests without human intervention.

Founder Israel Lifshitz describes the tool as a hired employee rather than a standard automation script. This distinction allows MSPs to scale their client base without the proportional increase in headcount or maintenance overhead. To lower the barrier to entry, the company offers $100 in free resolution credit for new accounts to verify performance before financial commitment.

Security remains a core component of the deployment, as the agent utilizes a deterministic, code-level policy engine and user-specific permissions to prevent unauthorized access. The platform is backed by ISO 27001, ISO 27017, and ISO 27018 certifications, alongside a SOC 2 Type 2 report. Since reaching general availability on July 1, 2026, the tool aims to redefine IT service management by prioritizing measurable outcomes over traditional subscription-based software.