Product Updates

SysAid Product Update: December 2025 EditionWelcome to SysAid’s December product newsletter! Keep reading to learn about the latest capabilities now at your fingertips.  AI-enriched application insights & manual application entry in License Manager AdvancedGet a quick overview of key app details, including product description, software category, compliance certifications, and direct links to learn more. And alongside your automatically discovered applications, manually add others to track everything together in a single, unified view.  Make the AI chatbot your default self-service experienceRolling out this week, drive higher user satisfaction and faster resolution times, by setting the AI Chatbot as the default self-service entry point for your organization. This AI-first approach helps deflect repetitive tickets, and improve IT team KPI performance.Learn more  Conversational queue filteringFilter your queue through conversation. This new AI filter interprets what you mean, applies the right filters on your behalf, and instantly surfaces what matters most — eliminating the need to click through columns or set up rules.Watch more  Enhanced menu bar for easier service desk navigationA new menu bar makes navigation smoother and more intuitive, supporting easy movement between your main workspaces with fewer clicks. Visit your account to check it out now!  Edit and tailor workflows for any service recordWorkflows just became more flexible. You can now add, delete, or modify action items directly on a specific service record - without changing the original workflow template. So, core workflows remain standard, while providing you with the control to tailor them as needed for specific use cases.Learn more

Welcome to SysAid’s November product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign up for upcoming training, workshops and events. Automated application discovery, key usage statistics and more with License Manager Advanced  Gain control and visibility over license usage, discover shadow IT, ensure proper governance and data security, and identify opportunities to improve cost efficiency with AI software discovery. Now available in SysAid Cloud. Smarter and faster AI agent creation with the enhanced AI Agent Builder Creating AI agents just got easier. Powered by Sonnet 4.5, AI Agent Builder generates detailed implementation plans, retrieves relevant API documentation independently, resolves errors, and self-corrects when needed, making creating and implementing AI agents simpler than ever before. Learn more  New prebuilt AI agents supercharge your day-to-day operations Work smarter and faster with prebuilt AI agents designed to handle common IT and service activities on your behalf. New AI agents are added regularly, and now ready to use in your Agent Chatbot, with the latest including:License Manager - Contracts Insights Microsoft - Change Alias Request Microsoft 365 - Manage Distribution List Membership Update Service Record Details Similar Incidents and Problems Summarize Highest Priority Service Records Splashtop Remote Session Creator  Explore now  See agentic ITSM progress with adoption and performance insights, in the new AI Agents Usage DashboardGet a clear view of how AI agents perform across your organization, with key metrics around execution trends and top-performing agents across channels. Identify which AI agents are used most and by whom, helping you understand your organization’s top needs and adoption trends.Learn more Deliver more engaging self-service with suggested prompts in the End User Chatbot  Suggested prompts make it easier for users to get started and find what they need, positioning the chatbot as a natural first stop for support. By offering common questions and quick actions, it promotes a faster, more intuitive, and engaging self-service experience when compared to traditional portals.  Try it now in the end user chatbot!  Stop manual errors and scale faster with programmatic CI control via the developer APIAutomated dependency mapping, asset syncs, advanced integrations, and control over CMDB with newly added configuration item relations in the developer API. Prevent human error, and manage data programmatically at scale.  Learn more Link to knowledge base articles directly from service records You can now attach knowledge base articles to service records from the Related Items tab, creating a centralized source for all related content, reducing back-and-forth, and helping agents resolve issues faster with clear, consistent guidance.Learn more 

Welcome to the October edition of SysAid product updates! Check out the latest features, all in one place, to keep you up to date.Introducing SysAid Connect – now available in SpacesSysAid Connect is your new central hub for integrations, making it easier than ever to extend SysAid’s capabilities.With SysAid Connect, you can:-Build automations and integrations, powered by Workato, the trusted no-code platform-Connect 1,000+ apps across IT, HR, Finance, and more-Enable secure, scalable, seamless integrations—all from the SysAid interfaceAvailable in Spaces ITSM, SysAid Connect helps you get the most out of your platform.Learn more  Search bars in Data Pool Easily search for data items within each dataset, including service records, knowledge base articles, verified answers, documents, websites, SharePoint connection, and AI agents using dedicated search bars on every page. Learn moreMicrosoft Teams AI connection now availableIntroducing a new AI connection with Microsoft Teams, extending the power of AI agents into the Teams environment where your users feel most at home. Use the AI Agent Builder to customize, schedule, and create agents in Teams tailored to your business needs.Learn more Introducing GPT-5 in SysAid Copilot AI chatbots GPT-5, OpenAI’s newest large language model, is gradually rolling out in both the AI Chatbots for Agents and End Users to help you get the best answers for your questions.Log in to SysAid and open the AI Chatbots to try it out now 

 Welcome to the September edition of SysAid Product Updates! Check out the latest features all in one place, to keep you up to date. License Manager    We’re excited to announce the launch of License Manager, now built directly into SysAid. This new capability gives you a centralized dashboard to upload, track, and manage all your software contracts in one place. By keeping license data accurate and accessible, you can streamline day-to-day operations and stay in full control.*License Manager is available exclusively in SysAid Spaces. By moving from Classic to Spaces, your team can unlock License Manager.Learn MoreSuggested prompts    The Agent Chatbot now displays suggested prompts when you open a new chat, tailored to your page, role, and permissions. These include helpful queries for exploring features, accessing documentation, and triggering relevant AI Agents to help you get the most out of SysAid CopilotLog in to SysAid and open the Agent chatbot to try for yourself.Bulk actions for document dataset Select and upload or delete multiple files at once to keep your documents in Data Pool up to date with ease.Learn More Auto and on-demand sync for SharePoint dataset Keep your SharePoint dataset in the Data Pool always up to date with auto-sync every 10 minutes, or enjoy the flexibility to sync on demand with a single click, ensuring your information stays accurate and current.Learn MoreDynamic due dates Ensure accurate SLA tracking and reduce administrative overhead with all new Dynamic Due Dates. With Dynamic Due Dates ensure paused ticket statuses like Awaiting User Response or On Hold are no longer automatically escalated as SLA breaches, and conversions between incidents and requests are handled seamlessly.Learn MoreImport Relational & Multi-Select Lists from CSV Managing your CMDB is easier than ever with our enhanced CSV Import for CI entities. Admins can now import all field types, including relational and multi-select lists, directly from CSV files. The system validates data, logs errors clearly, supports unique identifiers, and handles delimiters and special characters, saving hours of manual updates.Learn more What’s new in Spaces? Default attachments in templates The new Default Attachments feature lets admins add documents, images, or PDFs directly to templates. These files are automatically included whenever the template is used, making them immediately available to users and reducing repetitive manual uploads.Learn moreAdmin announcements The internal messaging center allows you to send messages instantly to all or selected administrators within the system. Critical updates, such as system changes, outages, or priority tickets, are delivered immediately, improving coordination, reducing downtime, and enabling faster incident response without relying on email or external tools.Learn moreNew sidebar menu icons Check out the updated icons in the sidebar, designed for a fresher look and smoother navigation.    On-demand SysAid Copilot guided workshop A quick walkthrough of the steps to activate SysAid Copilot.Watch now   AI admin certification program Start your AI journey with our ITSM certification.Sign up     SysAid Copilot hands-on workshop Explore AI tools, cut ticket loads, and solve tasks live!Sign up   SysAid Copilot advanced workshop (New) Learn more about data pool setup, monitor and fine-tuning, and usage dashboard insights.Sign up     AI agents lab Join us for a special live session where we create AI agents based on your wishlist.Sign up    

SysAid Product Update: August 2025 Edition Summer may be winding down, but we’re just heating up—with big updates designed to make your service desk smarter, faster, and more connected.Here’s what’s new this month: AI Agents Scheduler Run AI agents on a recurring schedule you define. Create and manage scheduled tasks directly in the Builder chatbot for seamless automation. Keep operations running behind the scenes and let your AI agents handle the work even when you’re off. Available with AI Agent Builder access - chat with us to unlock it! Learn more. Asset endpoints now available in the developers API!With this release, IT teams can now manage their hardware inventories programmatically—unlocking faster, smarter, and more automated workflows. From onboarding and offboarding to asset syncing and custom processes, these new capabilities save valuable time and reduce manual effort.This marks the next step in expanding our API scope, as we continue to add more entities to support your automation needs.🔧 What’s included in this release:Create a New Asset   Get Asset by ID   Update an Asset   Delete an Asset Explore the new SysAid integrations BetaWe’re taking SysAid connectivity to the next level! With our enhanced integrations via Workato, you can now streamline IT workflows across even more business systems — all without writing a single line of code.Connect SysAid seamlessly to areas like:Network Monitoring   Project Management & Product Development   HR & People Operations   Knowledge Management   Remote Support Tools  Early access to the beta gives you:✅ Expanded automation opportunities✅ Quicker, drag-and-drop workflow setup✅ Enterprise-grade security with zero custom codingCurious if you’re eligible for early access?  <Fill out this quick form> Learning opportuntities:  Power Hour: empower your users with SysAid’s Self-Service PortalJoin this hands-on session on September 10th. <Get started> Start your AI journey with our ITSM certification.Sign up SysAid Copilot Hands-on WorkshopExplore AI tools, cut ticket loads, and solve tasks live!Sign up  AI Agents LabGet hands-on with AI Agents—explore, customize, and test them in real time.Sign up Power Hour: empower your users with SysAid’s Self-Service PortalJoin this hands-on session on September 10th. <Get started> 

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.     Introducing webhooks in SysAid developers: get real-time updates instantly   We’re excited to introduce Webhooks — now available in SysAid Developers.With webhooks, you can receive real-time updates about key events in your SysAid account, like when a Service Record is created or updated. No more polling the API — just set up a webhook and get notified the moment something changes. What can you do with webhooks? Trigger custom workflows in your system Sync data across platforms in real time Stay informed without constantly checking for updates  The initial release of webhooks supports Service Records. Future updates will add support for additional entities. Learn more    Add your changes from SysAid to your calendar You can now add events from Change SRs to your SysAid calendar, and sync them to your Outlook or Google Calendar.  Configure multiple change management groups and keep them updated on important events.   Learn more     WhatsApp support is now available for Gold VIP Customers We’ve made it even easier for our Gold VIP customers to reach Customer Care — introducing WhatsApp support! Now you can contact us anytime, anywhere by messaging +1 (646) 432-0755 — no login needed. Quick, familiar mobile experience Real-time help on the go Available to Gold VIP SLA Agreements and eligible paid accounts Get the support you need, right from your phone   Contact us  AI admin certification program   Start your AI journey with our ITSM certification.   SysAid Copilot hands-on workshop Explore AI tools, cut ticket loads, and solve tasks live!   Sign up      AI agents lab Get hands-on with AI Agents—explore, customize, and test them in real time.Sign up  

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 screen Track every AI agent, review who triggered what, where it ran, and if it succeeded. Spot issues and verify results instantly at a glance. Learn more. Enhanced SysAid Copilot usage dashboard – now with deeper insights We’ve expanded the SysAid Copilot Usage Dashboard with new metrics that offer even more visibility into how AI is driving efficiency in your service desk.New insights include:Unique users utilizing AI Average quality rate DataPool coverage Self-service rate AI Service Records by engagement type and closing timeAll metrics can now be filtered by Admin Group and/or Category, giving you more control over how you view adoption and impact.Learn more  Introducing SysAid integrations 2.0 – apply for the BetaWe’re expanding the way you integrate SysAid — with Workato, a no-code automation platform that brings unmatched flexibility and scale to your IT workflows.Now, you can effortlessly connect SysAid to a wider range of business systems across departments like:Network Monitoring Project Management & Product Development HR & People Operations Knowledge Management Remote Support ToolsAll with drag-and-drop simplicity and enterprise-grade security. This beta program gives you early access to:✅ Greater automation potential✅ Faster workflow creation✅ Seamless integration — all without custom developmentWant to see if you qualify?Fill out this quick form AI admin certification programStart your AI journey with our ITSM certification.Register now  SysAid Copilot hands-on workshopExplore AI tools, cut ticket loads, and solve tasks live!Sign up  AI agents labGet hands-on with AI Agents—explore, customize, and test them in real time.Sign up  

 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 - Level 2 Cert. Learn setup, rules & integrations. Level 1 required. Sign up3. New: Level 3- Agentic AI Certification Body. Understand core concepts and practical applications. Learn how to build and deploy Agentic AI. Level 2 required. Sign up4. Join a Hands-On SysAid Copilot Workshop: Explore AI tools, cut ticket loads, and solve tasks live. Choose from 3 dates! Sign up5. New: AI Agents Lab: Get hands-on with AI Agents—explore, customize, and test them in real time. Sign up6. Asset Visibility Hands-On Workshop: Get hands-on with SysAid’s asset management tools—discover, track, and manage it all. Sign up

 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.New Prebuilt AI Agents & Connections Now Available! We’re continuing to expand your AI agents library! This release introduces a new wave of prebuilt AI agents to help you get even more value from your AI chatbots—each addition is designed to enrich your agentic AI and SysAid Copilot experience:Salesforce API Connection Salesforce - Get Account Information Microsoft License Management API Microsoft 365 - Assign License Microsoft 365 - Get Licenses Microsoft 365 - Unassign License Microsoft Authenticator & BitLocker Graph API Connection Microsoft Authenticator - Get Method by ID Microsoft Authenticator - Get List of Authentication Methods Microsoft Authenticator - Delete Authentication Method BitLocker - Get List of Recovery Keys BitLocker - Get Recovery Key by ID HiBob HR API Connection HiBob HR - Get Employee Information Note: These new AI agents are created with new AI Connections that require a quick and easy setup to activate their associated prebuilt AI agents. Once configured, they’re ready to use in your AI chatbots!Be the First to Explore the New SysAid Developer Site (Beta)We’re gearing up to launch the new SysAid Developer Site—your new hub for building, automating, and extending the power of SysAid. Whether you're looking to integrate with third-party tools, automate workflows, or create custom solutions, the Developer Site is designed to make it easier. As part of the beta, you'll get early access to our latest APIs, including:User API Service Record API Group APIsWe’re looking for beta users to explore the site, try out the APIs, and share feedback to help shape what’s next. Call for Beta: Software License Management in SysAidA new module is on the way to help you manage software licenses directly within SysAid—no more spreadsheets or manual tracking. With the upcoming Software License Management module, you’ll be able to:Automatically detect the apps in use across your organization Monitor license expirations and renewal dates Track and optimize software spend Use automation and AI to reduce manual effort and minimize service risksWe’re currently inviting customers to preview the feature and share feedback as part of the design partner program. Want to learn more and join the program? AI Agents CornerDetect Top Delayed SRs: Fighting ticket backlogs? Get all your tickets analyzed and ranked based on configurable criteria like creation date, priority, and assigned team, making it simple to prioritize the ones that need attention the most.   Detect Recurring Issues: Detect Recurring Issues: Want to stay ahead of recurring problems? Get a highlight of patterns in service tickets to understand these issues, plan resources strategically, and enhance key areas for smoother operations.   Analyze Workload Distribution: Need to balance workloads across your team? Get clear breakdown of open service requests by assignee and admin group, helping you identify uneven distribution and take action fast. What’s New in Spaces?  Duplicate Service Records      Easily copy service records for recurring requests, keeping titles, attachments, and action items intact. (Note: Duplicated action items keep their original status by default.)Merge Service Records Combine up to 50 service records into one primary record, reducing duplicates and improving data accuracy. Archived records are marked “Merged-Archived,” and agents can retain attachments, messages, notes, and activities in the primary record. The results of our annual customer survey are in!Get a first look at the results. Webinar – May 6Sign up Start Your AI Certification - Level 1Get to grips with SysAid Copilot and build foundational AI skills.Sign up Advance Further with AI - Level 2 CertLearn setup, rules & integrations. Level 1 required.Sign up New: Level 3- Agentic AI CertificationUnderstand core concepts and practical applications. Learn how to deploy Agentic AI. Level 2 required.Sign up Join a Hands-On SysAid Copilot WorkshopExplore AI tools, cut ticket loads, and solve tasks live. Choose from 3 dates!Sign up New: AI Agents LabDive into AI Agents—build, customize, and fine-tune them. Choose your session!Sign up Asset Visibility Hands-On WorkshopGet hands-on with SysAid’s asset management tools—discover, track, and manage it all.Sign up

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 Over 40 ready-to-use SysAid AI agents are now available to enhance your SysAid Copilot experience. These prebuilt ITSM assistants take action to improve efficiency, such as balancing workloads to prevent bottlenecks, flagging expiring warranties, and detecting recurring issues to address root causes.Accessible via the Agent Chatbot, the AI Agents shortcuts provide a quick list of pre-configured agents to streamline tasks, freeing your IT team to focus on strategic priorities.The rollout is immediate for all SysAid Copilot customers. Learn more: https://documentation.sysaid.com/docs/prebuilt-ai-agents-overviewAI Agent Builder Want to customize your own AI Agents? With our AI Agent Builder, you can create and tailor AI Agents to your business needs—using an intuitive, conversational experience with no coding required.Learn more: https://documentation.sysaid.com/docs/ai-builder-studio-guide-beta-1SysAid Copilot Now Delivers Answers with Images SysAid Copilot can now interpret documents with visuals. When end users ask questions, the chatbot responds with relevant images from those documents, providing smarter, more intuitive support. Whether it’s a step-by-step guide, a screenshot, or a diagram, you can now leverage images to deliver richer, more effective support.Learn more 4. Agent Chatbot is Now Live in ClassicThe Agent Chatbot is now live in Classic with AI Agents. Powered by agentic AI, it delivers ticket insights, suggests solutions, and drafts messages to help you resolve tasks more efficiently.Enable now or reach out to your Customer Success Manager for support. 5. Advanced Discovery is Now Live!Our Advanced Discovery solution is now generally available! Gain complete asset visibility and enriched asset data to enhance your IT operations.Join our hands-on workshops to explore the solution in action. Sign up: https://www.sysaid.com/lp/achieve-total-it-asset-visibility-hands-on-workshop 6.  New - API Beta ProgramWe're opening a beta for new SysAid Connect APIs, covering Users & Service Records. These APIs are designed to enable you to integrate SysAid data with your other systems. We're seeking customers who plan to leverage this new capability.Interested in using these APIs for your use case? Schedule a time to learn more about the beta: {{Book a call here}}  Start Your AI Certification - Level 1Get to grips with SysAid Copilot and build foundational AI skills. <Sign up> Advance Further with AI - Level 2 CertLearn setup, rules & integrations. Level 1 required. <Register> New: Level 3- Agentic AI CertificationUnderstand core concepts and practical applications. Learn how to build and deploy Agentic AI. Level 2 required. <Sign up>Join a Hands-On SysAid Copilot WorkshopExplore AI tools, cut ticket loads, and solve tasks live. Choose from 3 dates!<Count Me In>New: AI Agents Lab: Dive into AI Agents—build, customize, and fine-tune them. Choose your session!​​​​​​​<Sign up> 

Hi there,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. Learn More  Be Part of Our Beta Program!This tool is built to help you—whether or not you currently use Lansweeper—gain deeper insights into your IT environment. With this new offering, you can effortlessly scan and discover all assets across your network, giving you a broader view and up-to-date hardware and software data at your fingertips.Want to secure your spot in the beta program?Let’s Talk  Setting Survey Answer Notifications SysAid Surveys gather direct feedback from end-users, helping you pinpoint strengths, highlight areas for improvement, and address issues quickly. The Survey Answer Notifications feature keeps assignees updated, alerting them immediately to low scores that need action or high scores that deserve recognition.Learn More  Level Up Your SkillsShare Your IT Experience Showcase your team’s outstanding work and expertise to inspire others in the industry —and as a thank-you, snag some SysAid swag from our brand store!Sign Me Up SysAid Copilot Level 1 & 2 Certification CourseTake your SysAid Copilot expertise to the next level with these training opportunities:Level 1 Certification: In just one hour, you can learn the essentials of generative AI, practical skills for using SysAid Copilot’s AI Chatbot, and insights into Large Language Models.Level 2 Certification: Designed for graduates of Level 1, this course explores advanced no-code customizations, with guides to enhance user experience, ticket management, and performance visibilitySign UpSysAid Copilot Hands-On Workshop Join us for a live, hands-on session led by one of SysAid’s AI experts. This workshop will provide a detailed walkthrough of SysAid Copilot, demonstrating practical applications of generative AI within ITSM.Session Dates:February 11th, 2025 10:00 am EST | 3:00 pm UTCFebruary 26th, 2025 2:00 pm EST | 7:00 pm UTCSign Up  Help Shape the Future of ITSM in Our Annual SurveyWe need your input for our annual survey! This year’s focus is on Generative AI, SysAdmin roles, IT tools, and industry trends. Complete the survey by January 31st, 2025, for a chance to win a $100 gift card—it only takes approximately 7 minutes to complete.Take the SurveyMake sure you’re always in the loop with our latest releases by checking out our documentation's release notes.  Automatically receive monthly updates, just click on the subscribe button.Your SysAid Team

SysAid Product Update: November 2024 Edition Welcome to this edition of SysAid Product Updates! This issue brings together the latest SysAid features in one place.  Tailored AI Settings: Take Full Control of SysAid CopilotYou can enable or disable specific SysAid Copilot features—such as AI Summary, AI Emotion, AI Suggested Category, and AI Author—through the SysAid Copilot General Settings. Customize these capabilities to meet your requirements and manage the rollout of features to align with your workflow. Learn more Intune Integration Launches in General Availability on Dec 2nd Our upcoming Microsoft Intune integration will provide a more detailed and accurate view of your device inventory, ensuring your asset data stays up-to-date. Learn more  SysAid Copilot Level 1 & 2 Certification CourseTake your SysAid Copilot expertise to the next level with these training opportunities:Level 1 Certification: In just one hour, you can learn the essentials of generative AI, practical skills for using SysAid Copilot’s AI Chatbot, and insights into Large Language Models.Level 2 Certification: Designed for graduates of Level 1, this course explores advanced no-code customizations, with guides to enhance user experience, ticket management, and performance visibility.Sign up  SysAid Copilot Hands-On Workshop Join us for a live, hands-on session led by one of SysAid’s AI experts. This workshop will provide a detailed walkthrough of SysAid Copilot, demonstrating practical applications of generative AI within ITSM.Session Dates:December 4, 2024 10:00 am EST | 3:00 pm UTCDecmber 10, 2024 2:00 pm EST | 7:00 pm UTCSign up  Product Roadmap Now Available in the CommunityWe’re excited to share that the SysAid Roadmap page is now live in the Community! This detailed, structured view of our upcoming product plans is organized into four sections, giving you a clear picture of what’s ahead.  Not part of the Community yet? Create an account to access the Roadmap and join the discussions.Explore the Roadmap

SysAid Product Update: October 2024 Edition  Welcome to this edition of SysAid Product Updates! This issue brings together the latest SysAid features in one placeAI Insights Sharing OptionsSysAid Copilot's AI Insights report offers detailed performance analysis with auto-generated weekly summaries, forecasts, and recommendations based on industry benchmarks. Agents now have more control over sharing these reports, allowing them to specify target groups and individuals for notifications.Learn moreNew Integration: IntuneWe're excited to announce a significant upgrade to our asset management capabilities. Our new integration with Microsoft Intune provides a more comprehensive and accurate view of your device inventory, ensuring your asset data is always up-to-date.Want to explore these new benefits firsthand? We're offering limited spots in our beta program, so book a call to secure your place today!Please note this integration is only available for cloud customers.File Attachments in AI ChatbotEnd users can now attach supporting documents directly from the AI Chatbot when creating service records. Supported file formats include DOC, PDF, Excel, and CSV.Learn moreWebinar: Top 5 IT Metrics You Must Track: A Practical Guide with SysAid BI AnalyticsIn this session, we'll dive into concrete metrics that matter most for your IT team and show you how to use SysAid Analytics to easily track and measure them.Gain valuable insights to improve efficiency, identify bottlenecks, and make data-driven decisions.Date: October 29th Time: 10 AM ET| 4PM CETSign upAnnual Customer Conference: SysAid SMART’24We’re excited to invite you to our annual customer conference on November 19. It’s your chance to get all the tips and tricks to get the most out of SysAid and dive into the latest IT Service Management trends.Sign up

Welcome to this edition of SysAid Product Updates. We’re excited to bring you something the community has been eagerly awaiting: 26 new integrations! 26 New Add-Ons Now AvailableWe are pleased to announce that SysAid has expanded its capabilities with 26 new integrations. These additions include seamless connections with your favorite tools designed to enhance your workflows and improve operational efficiency.Learn more  Data Pool SegregationAgents can now configure which of SysAid Copilot’s chatbots have access to specific datasets, providing greater control and privacy. SysAid Copilot ensures the right people access the right information, with defined data permissions keeping sensitive tickets securely restricted to authorized individuals.Learn more  Image Analysis from AI Emailbot  End users can now upload screenshots of errors or photos of faulty products directly through the AI Emailbot, as well as via AI Chatbot or Microsoft Teams. The Image Analysis tool quickly delivers actionable insights, streamlining issue resolution through email.Please note that this feature is currently in Beta. Contact your CSM to enable Image Analysis from the AI Emailbot. Learn more  SysAid Copilot Hands-On Workshop Join us for a live, hands-on session led by one of SysAid’s AI experts. This workshop will provide a detailed walkthrough of SysAid Copilot, demonstrating practical applications of generative AI within ITSM.Session Dates:October 2: 10:00 AM - 11:00 AM ET October 16: 2:00 PM - 3:00 PM ETSign up  SysAid Copilot Level 2 Certification CourseOur new AI Admin Level 2 course covers best practices for no-code customizations. It includes examples and guides to enhance user experience, ticket management, performance visibility, and your SysAid Copilot journey.**Only eligible for graduates of SysAid Copilot Level 1 Certification Course** Sign up SysAid Copilot Certification Course Make sure you’re always in the loop with our latest releases by checking out our documentation's release notes.  Automatically receive monthly updates, just click on the subscribe button.Your SysAid Team

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, suggests solutions, assists with message composition, and uses Task Advisor to prioritize service records. The chatbot is designed to reduce Mean Time to Resolution (MTTR) and improve workflow efficiency.We are still seeking customers in controlled availability to further enhance the user experience of our Chatbot for Agents. Please reach out to your Customer Success Manager for more information. Learn moreSysAid Copilot Level 2 Certification CourseOur new AI Admin Level 2 course covers best practices for no-code customizations. It includes examples and guides to enhance user experience, ticket management, performance visibility, and your SysAid Copilot journey.**Only eligible for graduates of SysAid Copilot Level 1 Certification Course**Sign up SysAid Copilot Certification Course Make sure you’re always in the loop with our latest releases by checking out our documentation's release notes.  Automatically receive monthly updates, just click on the subscribe button.Your SysAid Team 

  Hi SysMatesWelcome to this edition of SysAid Product Updates! We’re excited to bring you all the latest SysAid features, including a game-changing release that many in the community have been waiting for: our AI Chatbot for Agents. SysAid Copilot AI Chatbot for AgentsOur latest AI Chatbot for Agents, powered by Gen AI, is now integrated within the agent portal. It offers precise answers, suggests effective solutions, assists in message composition, and uses Task Advisor to prioritize service records. The chatbot delivers instant, tailored insights and enables quick actions, significantly reducing Mean Time to Resolution (MTTR) and enhancing workflow efficiency.We invite you to shape the future of our AI Chatbot for Agents. By joining our beta program, you'll have the opportunity to provide valuable input that will directly influence the product's development. Contact your Customer Success Manager to learn more. Learn moreNew design of Asset Management General PageWe’re introducing the Asset Management page in our new UI. This update makes managing your assets easier and more intuitive.Learn more  Dataset PrioritizationAI Admins can now use Advanced Configurations in Dataset Settings to prioritize and select dataset sources for user queries. By setting a value from 0 to 1, admins control the relevance of data sources the AI Chatbot considers. This improves answer quality, aligns responses with organizational goals, and boosts user satisfaction  Learn more  Resolve Tickets Conversationally End users can now close their tickets conversationally by asking the AI Chatbot via the SSP or MS Teams to resolve their tickets.  Learn more  SysAid Copilot Level 2 Certification CourseOur new AI Admin Level 2 course covers best practices for no-code customizations. It includes examples and guides to enhance user experience, ticket management, performance visibility, and your SysAid Copilot journey.**Only eligible for graduates of SysAid Copilot Level 1 Certification Course**Sign up  Next generation of Asset ManagementWe are shortly introducing the next generation of Asset Management, featuring Generative AI for asset analysis and insights. We’d like you to share your thoughts to help shape our roadmap and ensure our solution meets your needs. <Let’s talk>   Make sure you’re always in the loop with our latest releases by checking out our documentation's release notes.  Automatically receive monthly updates, just click on the subscribe button.Your SysAid Team 

 Welcome to the monthly SysAid Product Updates! This edition brings you the latest SysAid features and upcoming releases, all in one place.  BI Analytics New WidgetWe've added a new KPI to the main ITSM performance dashboard to show the total number of active tickets. Click on it to dive into your data, explore different issue types, and identify any bottlenecks. You can also slice and filter your data by admin group or category for more detailed analysis.Learn more Easily Sync SysAid User Management with Google Apps Users.SysAid’s Google Apps User integration makes managing your company’s users easier by automatically importing user data from Google into SysAid. You can set the schedule for these imports, saving time and reducing the risk of errors from manual data entry.  Users imported from Google can also access SysAid with single sign-on through Google Apps SSO.Learn more Save Administration Time and Control BI Analytics Access on a Group LevelSystem Administrators can now easily grant BI Analytics access to groups using a simple checkbox within User Management > Groups > Permissions. This streamlined process enhances efficiency and control over group permissions.Learn more SysAid Copilot Level 1 Certification CourseOur 1-hour course equips agents with generative AI fundamentals and practical skills to use SysAid Copilot’s AI Chatbot and gain a deeper understanding of Large Language Models.   Register Webinar: Navigating Mega Trends in ITSMJoin our upcoming webinar on July 3rd, where you’ll be the first to see the results of SysAid’s annual customer survey and hear about the latest ITSM trends in the AI age from SysAid’s CEO, Avi Kedmi, and leading benchmarking expert, Jeff Rumburg.Register Make sure you’re always in the loop with our latest releases by checking out our documentation's release notes.  Automatically receive monthly updates, just click on the subscribe button.Your SysAid Team  

Hi SysMates , Welcome to the monthly SysAid Product Updates! This edition brings you the latest SysAid features and upcoming releases, all in one place.   AI Agent Assist Available in Multiple Languages   Support for multiple languages in the following SysAid Copilot features is now available: AI Summarization AI Emotion Analysis AI Author This update ensures these features can now process and analyze content based on the language configured by the administrator. Learn More!     Asset Management    Our enhanced SNMP scanning provides a more detailed and accurate view of your network devices, ensuring comprehensive identification and extended data collection for improved health and performance insights. Do you want to be a beta customer? We always value your feedback regarding asset management. Share your thoughts on what works best and what could be improved to help shape our roadmap and ensure asset management meets your needs. Let’s Talk !     AI Engine to GPT-4o     SharePoint Pages Now Supported by the SharePoint Connector in the Data Pool     Following user feedback, the SharePoint Connector within the AI Chatbot’s Data Pool now supports SharePoint Pages (native SharePoint web pages). This update allows the AI Chatbot to access and process textual content directly from your SharePoint pages.Learn More!     Additional Resources    SysAid Copilot Hands-on Workshop     For the first time, we’re opening up SysAid Copilot in a live workshop experience led by one of SysAid’s AI experts, Alexander Jamieson.Two slots are available: June 5th, Wednesday at 2 PM ET June 10th, Monday at 2 PM ET Sign up!    Get More Out of SysAid Copilot    See our top tips and tricks for prompt engineering. Watch now!     SysAid Copilot Level 1 Certification Course     Our 1-hour course equips agents with generative AI fundamentals and practical skills to use SysAid Copilot’s AI Chatbot and gain a deeper understanding of Large Language Models. Register Now!     May’s Latest Releases    Make sure you’re always in the loop with our latest releases by checking out our documentation’s release notes. Automatically receive monthly updates, just click on the subscribe button.   Your SysAid Team    

  Hi there,Welcome to the monthly SysAid Product Updates! This edition brings you the latest SysAid features and upcoming releases, all in one place. We're excited to announce the initial release of something many in the SysAid community have been waiting for: our new AI Chatbot via Microsoft Teams. <<Check it out!>> AI-Powered Conversational Support for Microsoft Teams SysAid Copilot seamlessly integrates our AI Chatbot into Microsoft Teams, enhancing the user experience for natural and efficient IT support. End users enjoy a streamlined and conversational way to get help, ask questions, and track their tickets directly within Teams.Admins gain insights to improve user experience and can measure the AI Chatbot's impact through dedicated dashboards and response monitoring.<< Learn more >> BI Analytics Experience an enhanced user interface, improved capabilities, faster loading times, and intuitive navigation with BI Analytics for analyzing service performance.Dashboards simplify data presentation, consolidating metrics into a single layout. SysAid's out-of-the-box widgets enable teams to delve into data, gaining deeper insights into their performance against key performance indicators (KPIs) like first response times, issue resolution rates, satisfaction levels, SLA indicators, ticket source breakdown, tickets by type, and other essential consumer-facing metrics. << Get the details >> New File Formats Supported by SysAid Copilot Data Pool You can now train the AI Chatbot for End Users using a wide range of data sources. This includes internal data, verified external sources such as websites, SharePoint, and various document formats including PDFs, CSVs, DOCs, and newly added PPTXs and XSLXs.<< Explore further >> April's latest releases Make sure you’re always in the loop with our latest releases by checking out our documentation's release notes.  Automatically receive monthly updates, just click on the subscribe button. <<See it now>>Your SysAid Team

   Hi there,Welcome to the monthly SysAid Product Updates! This edition brings you the latest SysAid features and upcoming releases, all in one place. To answer your questions and interact directly with our product experts, we also invite you to join our live webinar “Product Roundup” on March 27th. Hope to see you there!  <<Sign Up Now! >> Asset Warranty Integration Admins can now track warranty details for Dell-manufactured assets by synchronizing their organization's asset manufacturer account directly within SysAid and receive automatic notifications based on expiration dates.This integration enables proactive maintenance, ensuring timely action to maintain operational efficiency and proactive asset replacement planning.  SharePoint Connector for SysAid Copilot  Our new SharePoint Connector lets AI admins easily import knowledge from SharePoint with a single click, adding a new dataset to the Data Pool. This keeps the AI Chatbot's knowledge up-to-date and eliminates the need for manual updates or uploading articles. SysAid Copilot: Conversational Ticketing  Now end users can create tickets conversationally within the chat interface. The AI Chatbot will ask for information to fulfill ticket templates if required to ensure smooth resolution. This reduces frustration and saves time for both end users and administrators. SysAid Copilot: Conversational Updates  Our AI Chatbot lets users receive real-time ticket status updates directly within the chat conversation. This eliminates the need to navigate to the Self-Service Portal for individual inquiries. Now they can receive a summary of either a single ticket or all their tickets directly from the AI Chatbot, with links to the tickets themselves. WEBINAR: PRODUCT ROUNDUP LIVE  Meet the SysAid Product team LIVE on March 27th at 11:00 AM ET!  Get an exclusive look at next-generation AI features and more in our Product Roundup webinar. See live demos, and seize the opportunity to ask Product Managers your most pressing questions. << Sign up now! >> Your SysAid Team 

 Welcome there to the first edition of the SysAid Product Roundup! ✨With this monthly issue, you'll get all the tools you need to level up your service management with generative AI, including new features as part of SysAid Copilot — our comprehensive suite of AI capabilities designed and built to ultimately boost productivity across your organization  — as well as upcoming releases and the latest SysAid news.So stay tuned!<<Let's get you there >> AI Emailbot  Empower your team to offer consistent, engaging first-line support through email. The AI Emailbot leverages its vast knowledge base and your company's insights to generate personalized, relevant replies instantly. Users receive tailored responses within minutes, resolving simple inquiries efficiently.Based on our internal data,  the Emailbot has seen incredible results with over 35% of tickets deflected over the last month.Response Validation  Gather end-user feedback on the usefulness and quality of responses they received from the AI Chatbot with an easy click of a thumbs-up or thumbs-down icon.  Data Pool  Feed the chatbot content and knowledge from a variety of data sources including PDF, CSV, and DOC files. Monitor & Fine-Tune  Giving the admin control over the quality of answers that the AI Chatbot provides, through the ability to edit and fine-tune the answers.  Guardrails  Worried about rogue AI villains bending your chatbot's rules? We've got you covered with features that ensure end users stick to the script, respecting permissions, security protocols, and ethical standards. You can trust us to keep things running smoothly. AI Insights    Get comprehensive insights into your team’s performance. With summaries of the previous week’s data, forecasts, and recommendations based on industry benchmarks, you’ll have all the information you need to make business-winning decisions.  AI Intelligent Categorization Escalation Rule We've just rolled out a shiny new update, introducing the 'AI Intelligent Categorization' escalation rule!With AI Intelligent Categorization (escalation rule) now part of SysAid's Ticket Automation, admins have control over when it will be triggered, and to which tickets to apply it, for optimal ticket categorization. <<Start your journey now>> Your SysAid Team   

Greetings to the SysAid Community!Spring 2024 has just begun, but the new features this season are already non-stop. SysAid Copilot? Spaces? Classic? The spring fever is everywhere, such as these new and improved features:Multiple language support Improvements to BI Analytics SharePoint Connector integration for SysAid Copilot Asset Warranty Integration Many, many more! Read about everything that’s new at SysAid, right here in this link. 

Hello to SysAiders far and wide, It’s time you get to know what Cloud v.23.4.50 has to offer you!Read about it here and now in our documentation!Enjoy!

Happy November 🤠!Power BI and other Integrations have had some exciting developments! Along with Asset Management, too!Read all about it on the documentation.

How’s October been for you as a SysAider?It’s about to get better, thanks to the improvements we’ve made to the REST API. Read about it here on the documentation.