What's New in SysAid Spaces?August Updates Welcome to this edition of SysAid Spaces Product Updates! This issue brings together the latest features in one place. Indexing for Sorting & Filtering Custom Fields For optimal performance, text-based custom column sorts and filters are now streamlined to support up to three selections. Users will receive a tooltip if they exceed this limit. Convert Incident to Request and Vice VersaAgents can now convert an Incident Service Record (SR) to a Request SR and vice versa. This ensures that service records are correctly handled by the appropriate team, improving service management efficiency. Now, due dates are also updated automatically and according to rules. Relational List Custom FieldAgents can now add and use 'relational-list' custom fields in queues, ticket pages, and templates. This feature supports all SR entities and enhances the functionality and usability of custom fields. Side Menu Default ExpandedThe side menu now defaults to op
How does the Self Servable quality score know the client did not need further assistance? When does it get updated?
Does Chatbot have the capability to provide documents for the client to download? Example: If client asks for a requirement template - could Chatbot provide the template? Secondary question: Can Chatbot return pictures? If we have flowcharts, can we load those in datapool and they be returned when questions are asked? Thanks!
On an incident, is there a way to have the client go through a decision tree to determine the priority level? we are trying to set up off hours notifications, however only want true urgent requests to come through. We need to ask clients set of questions (yes/no) to accomplish this. thank you.
Welcome to this edition of SysAid Spaces Product Updates! We’re excited to bring you all the latest SysAid features. Journey Highlights Filter Refinements We've updated the Highlights filter in Journey view to exclude automated system messages. This means you'll only see user actions, making it easier to track and understand how users navigate your product. See moreSearch Queue by ID for Faster AccessYou can now search the queue by Service Record ID. This lets you jump straight to specific tickets, saving you time scrolling through the entire list. See more Enhanced Journey Attachment PreviewsNow you can preview text files and common image formats (PNG, JPG, JPEG, and PDF) directly within the Journey. Support for additional formats like Doc, DocX, Excel files, and MP4 & MOV video files is coming soon.See more Additional Custom Field Types Supported: Text and TextareaSysAid Spaces now support two additional custom field types: Text and Textarea. This update allows more precise repor
Welcome to this edition of SysAid Product Updates! This issue brings together the latest SysAid features in one place AI Vision RecognitionUsers can now upload images through AI Chatbot or Microsoft Teams for instant context-based answers. Whether it's a screenshot or a photo, the AI Chatbot quickly analyzes the image to provide relevant solutions and insights, streamlining communication and helping agents receive all necessary information without additional back-and-forth. Learn more AI Emailbot CustomizationSysAid's AI Emailbot now allows you to customize the look and content of service notifications to match your organization's voice and style. Agents can easily adjust text and elements to align with your brand. The AI Emailbot also translates responses to the user's language, ensuring a personalized and cohesive experience.Learn moreSysAid Copilot AI Chatbot for Agents The AI Chatbot for Agents, powered by Gen AI, is integrated within the agent portal. It provides precise answers,
🚀 Curious about the real impact of Gen AI in IT Service Management? 🤔Join us for an exclusive deep dive into SysAid Copilot, the next-gen solution that’s boosting productivity by 35%! 🔍 What You’ll Discover:🔹 Explore the technologies behind Gen AI and their implications for your IT strategy.🔹Learn from over 120 active SysAid Copilot users and discover actionable tips to enhance your IT environment.🔹Get valuable insights from deployment experiences, including key dos and don’ts.🔹Engage directly with SysAid experts in a live Q&A session to get your questions answered. Sign up:Let us know if you’re coming in the comments!
🚀 Curious about the real impact of Gen AI in IT Service Management? 🤔Join us for an exclusive deep dive into SysAid Copilot, the next-gen solution that’s boosting productivity by 35%! 🔍 What You’ll Discover:🔹 Explore the technologies behind Gen AI and their implications for your IT strategy.🔹Learn from over 120 active SysAid Copilot users and discover actionable tips to enhance your IT environment.🔹Get valuable insights from deployment experiences, including key dos and don’ts.🔹Engage directly with SysAid experts in a live Q&A session to get your questions answered. Let us know if you’re coming in the comments!
If client asks question and does not get a complete response, does co-pilot offer option for continued conversation building off last question?
We have some tickets that are determined not applicable to the SLA. Is there a way to have the system not report them in the SLA counts? A ticket level override? Now I manually adjust reports.
We are looking to add a prompt when an admin closes a ticket. The prompt would ask them to verify that they have completed a closing audit and add final notes. Does SysAid have functionality on incident forms to display prompts based on status?
Hi all, we have working email integration set up, what we want to happen is have the full contents of the original source email emailed back to the user within the body of our auto email reply which gives them the ticket number etc.. The entirety of the email is not being pulled in to the description field which we have a part of the auto email out. ie:Title: ${Title}Description: ${Description}Category: ${Category}Sub Category: ${SubCategory} is there a ${sourceemail} or something similar for that field i can simply populate into our notification template? we have checked there is no restrictions in place on the incoming email which would strip any data or signature etc but for some reason this element of the source email is not being populated in the description field any more. so i need some guidance on getting the full details from the source email back into the decription ( which i think may be a current bug with sysaid) Or find a way to use the source email field into my auto
Can someone explain in more detail how the Out of Office works? Apologies if this seems like an obvious question. I’ve set up the Out of Office on my account and have selected another Administrator but upon manually assigning a test ticket to me, it’s still sent to me and sits in my queue.Many thanks,Mel S
As the title says - when closing an incident, the page lingers on the closed incident page, instead of returning to the incident list. In previous versions of Sysaid, when you closed a ticket, you were instantly brought back to the list of incidents. Now, the page just idles on the closed ticket page. You have to manually browse back to the incidents list. We would like to restore this behavior to the previous setting where it returns you to the incident list.
Hello,Does SysAid allow for a notification configuration to notify a user (not admin group or admin or requesting user) when an action step is assigned to them and needs to be completed? Thank you
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