We’re proud to be named a Strong Performer in the 2025 Gartner® Peer Insights™ Voice of the Customer for Artificial Intelligence in IT Service Management with the highest Overall Score among all vendors evaluated.We believe that this recognition reflects how customers rate their experience with SysAid across overall experience, capabilities, support, and delivery. Thank you to every reviewer who helped make this possible. Read PR
SysAid Product Update: May 2025 Edition Welcome to this month’s SysAid Product Updates! Here’s a look at the latest features and what’s coming soon—all in one place. Enhanced AI Chatbot Interface for End UsersWe've made updates to the AI Chatbot to improve accessibility and usability: Mobile Browser Support: End users can now access the chatbot directly from their mobile browsers with a fully responsive experience. Refreshed Interface: A cleaner, more modern layout makes the chatbot easier to use across all devices.Learn more New AI AgentsExplore the latest AI agents, now available in the AI Agents Library and ready to use: Detect Problem from Incidents Create Problem with Related Incidents Add Note to Service Record Generate Wrap-up to SR Deep Research with Perplexity Microsoft 365 – Identify License ShortageLearn moreLearning Opportunities1. Start Your AI Certification - Level 1. Get to grips with SysAid Copilot and build foundational AI skills. Sign up2. Advance Further with AI - L
I want to create a notification for a specific admin group that will email them at 9am and 1pm a list of all tickets that the process manager is none. I also want to include a link to each ticket. How can I do this.
Good day,In the classic view, I had a filter set to show any tickets that weren’t assigned to a specific admin, but may have been assigned to a group. In Spaces, this does not seem to be possible, as choosing unassigned shows only tickets that haven’t been assigned to a user or group, but choosing a group shows all tickets assigned to users in that group. Is there a way around this?For example we have two main admin groups: Helpdesk and Dev Team. I want to see all tickets that have been assigned to the Helpdesk group, but haven’t been assigned to a specific user in that group.Thanks!
Good day:We have seen that there is an imbalance in SR load where one process manager may have several hundred tickets worked, but others may have much less. We want to generate very granular stats which identify to what categories the administrators are assigned.“Administrators with the Most SRs Assigned to” under Highest values reports is very close to what we want. Can that be customized, or would it take an entirely new scratch-made report?Thank you.
64bit Update download link is still downloading v24.4.60 b68 update not the v24.4.60 b83
Dear Helpdesk, I understand that SysAid can generate a satisfaction level report.For the Help Desk Service Quality section, does our SysAid setup include the following satisfaction level metrics?Number of tickets or ticket score metrics User experience feedback Any other relevant indicatorsIf you have any concerns, please feel free to contact me. Regards,Jason
Does anyone know how to disable the email that you get when a ticket has been modified? Every time someone makes a change in a ticket I get an email that says “ Your ticket has been modified” so I am getting 2 tickets ever time and I only want the ticket that has the message in it. Thank You
Dear Helpdesk, I have already replied to your Helpdesk email on 12 May 2025, but I have not received any response yet. I would appreciate it if you could look into this and reply as soon as possible.Here is my original question:We want to export a report of the survey questions and answers, but I cannot find how to do this in SysAid. Could you please advise how to export a report of the survey questions and answers?You can reach me at jasonchim@jebsen.com. If you have any concerns, please feel free to contact me. Regards,Jason
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We are wanting to have an email notification sent to the assigned administrator and/or admin group when an internal note or internal task note is added to a service record. Is this possible?
Hi,Is possible to allow all admins in a group to see any tickets assigned to any admins in that group without setting the permission “View Service Records that are assigned to” to “anyone”.I am struggling to work out how group can manage their tickets when the admins in the group can’t view the tickets once they are individualy assigned, even through they are in the same group.Any help is appreciated
I wanted to check how effective is our new hire template, and also how the each process is setup
I have an admin who has been using Sysaid for a few weeks normally but now cannot update any tickets. She can update CIs just fine.The error is the one that states the ticket has since been updated by another admin (but it has not). All tickets affected and other admins can edit the same tickets. She has full admin access. She has signed out and back in, loaded a ticket from scratch and still has the issue
No ticket can be closed or modified because of this error message. How can this be solved? Thanks in advance
We have a custom field in our General Incident Report ticket, which is a multi-select relational list of users, filtered to include Management and Supervisors. This field is intended for users to document who they notified of the incident during their shift. I am trying to create a custom email notification, to keep that Supervisor up to date on the status of the ticket.Since data population is still not a thing without workflow tabs for some reason, I can’t populate the CC field with the selection. Since I am limited to the query builder, which lacks a ‘contains’ or ‘like’ operator, custom escalation rules are off the table unless I want to create thousands of them.Making the field a custom text box is not an option; we need consistency for reporting purposes. Replacing the ticket with a request type ticket will cause too much confusion for users and admins. Having the ability to create workflow tabs for incident templates could at least provide a tolerable workaround for the lack of
Hi,is there a way to use an “out of the office” like procedure automatically ? ie, that after hours the new tickets will be assigned to other admin ?tries with escalation but “due date” variable accepts only dates and not hours.any suggestions ?T.I.Aeldad
At our site, we have student laptops that are managed remotely using Microsoft InTune. I have the ability to deploy an EXE or MSI program from within the Intune portal. I would like to deploy the SysAid agent MSI this way, is there a way to do this? There is an option for "command-line arguments" from within InTune, does anyone know the command-line switches to use for (Account, SysAid URL, Serial Number, RDS Name, RDS URL)?
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