Product updates

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 Hello,How do I change the ‘Suggested For You’ UI that appears when opening the AI Copilot for both enduser and admin Copilot. Please help. I want to make it more specific to my organization and its needs.

This feature lets users filter the ticket queue using a new, centralized filtering component, enhanced by integrated AI (not an AI Agent).It combines traditional filtering logic with AI assistance — no need to manually configure columns or know advanced filtering rules. How It Works Users can apply multiple filters in a single, unified panel — instead of clicking column by column. AI suggests filters or intelligently interprets what the user is looking for using natural conversation inputs. No training needed. Just type what you want to find — like “tickets with login issues this week” — and let the system handle the logic.

Default Attachments in Templates allows admins to pre-load attachments (like PDFs, images, or documents) directly into ticket or request templates.Real ExampleAn IT team adds a VPN setup guide PDF as a default attachment to the “Remote Access Request” template.Now, every employee who submits this request automatically receives the guide, with no manual effort from the team

We recently renewed our SysAid license, but as of now, we have not received any confirmation email or acknowledgment of the renewal. Kindly confirm if the renewal has been processed successfully and advise on when we can expect the license activation details or confirmation notice.Please let us know if you require any additional information from our end.

  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.  AI agents monitoring screenTrack every AI agent, review who triggered what, where it ran, and if it succeeded. Spot issues and verify results instantly at a glance.

64bit Update download link is still downloading v24.4.60 b68 update not the   v24.4.60 b83

I’m a SysAid Admin and my techs can’t merge tickets in Spaces but I can.  When I check under the group’s user settings, they all have permissions to ’Merge service records’>‘User default merge settings’.  The current workaround is from the service record to go back into the Classic view (Settings>Open Classic Queue) in the active service records window and and merge tickets from this screen.  Before we upgraded to Spaces, the techs could merge tickets without the error that says “Try again later.”

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!

4 notes in sysaid (admin view)0 notes in customer page  Since a few days, notes no longer show up in customer page. Did we miss something. How can this be fixed ?

Can I upgrade from 23.3.40 b5 directly to 24.4.60 or is there other intermediary updates I need to install first? This is for an on-prem install.

A question for other SysAid customers. We utilise a SaaS SysAid tenant (service desk, ITAM and SAM). As an organisation, outside of workstations, we have no on-premise infrastructure / back office systems - entirely cloud-based organisation. We have a number of SysAid integrations; email (M365), M365 SSO, AAD user sync and Jira integration.  We are currently using the legacy SysAid UI and are in process of preparing for the upgrade to the Spaces UI. Those of you that have already taken the leap - how did you find it? Previous experience with SysAid where platform upgrades / changes are concerned has been pretty shocking. Just interested to hear how others ‘got on’ with the upgrade… any ‘gotchyas’ etc.  Thanks in advance guys. 

Does SysAid offer a Delegate Approvals Option?   

Hi, Welcome to the latest SysAid Product Updates. We’ve gathered all the newest features to kick off your year with powerful updates and fresh opportunities.Dive in and see what’s new! Chatbot Response Quality Score UpgradeWe’re committed to ensuring your chatbot delivers top-notch performance! Our robust quality score system analyzes various factors and removes any pleasantries to improve accuracy and response quality for a better overall experience.By analyzing key factors such as data accuracy, user satisfaction, and issue resolution rates, businesses can identify areas for improvement and ensure SysAid Copilot meets expectations.

Hello,We currenly use the latest on prem SysAid server version: v23.3.40 b5. Application server use Tomcat version 9.0.71,but we would like to upgrade this because of potential vulnerabilities. How can we do this? Is there any documentation which detail this process? Could anybody help me? Thanks,Steve

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

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.