Product Updates

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. 

SysAid Cloud 23.4.10 is the version you don’t want to miss. Power BI upgrades, Generative AI in Beta, we encourage you to check it out!Find out more on our documentation.

It’s all coming on the first day of October!Looking forward to starting a new month?The weather is getting cooler and crisper ☕, and Cloud v.23.3.60 is following suit!Read all about the functionalities in our documentation.

Happy Fall SysAid fans,The autumn winds of the new season 🍁🍂🌲 come along with Cloud version 23.3.50’s new feature and bug fixes!Get up to date with the latest updates, right here on our Documentation.

Happy September to all SysAiders!On-Premise v. 23.3.34 is ready and waiting!Read all about it in our Documentation 📚!

Hi Summer SysAiders,Cloud 23.3.40 is shining bright like the sun! Gradual Rollout: September 3 - 10, 2023Read about in our SysAid Documentation!

Happy August SysAiders,Cloud 23.3.30 is ready for you:Gradual Rollout: August 20 - August 27You can find all the info in our Product Documentation

Hello SysAiders far and wide!Learn what Cloud 23.3.20 is all about: Gradual Rollout: August 6 - August 13Read all about it in our Product Documentation

Welcome to Q3 at SysAid, Here’s how your SysAid experience will now be even better than before:You’re about to meet Cloud version 23.3.10!Gradual Rollout: July 23 - July 30, 2023Our documentation has all the information here.

Happy Summer, SysAid fans!On-Premise v.23.2.14 is here and ready for you! Read all about it on our Documentation!⚡Here are the main highlights of this launch: ⚡SysAid Windows Agent now supports Windows 11 assets SysAid Agent Settings Automatic Updates now applicable to MAC and Linux assets using RDS Server’s new Configuration tab New “Default Location/Department/Company” Column on the Asset Types page allows Default Value assignment per Asset Type “Same as owner” “Set manually” “None” Service Catalog Widget screen size auto-adjusts per number of catalog items. New OOTB Online Users History Report “Appearance” Setting now applicable to “Relational List display” Field Multiple new Report functionalities Improved File Import capabilities for Azure Integration Optimized user experience for Service Catalog WidgetYou can upgrade your version to 23.2.14 by following this link.

Happy July, SysAid friends!Please meet 23.2.70, our latest version of Cloud.Gradual Rollout: July 9 - July 16, 2023You can read about the product updates on our documentation. 

Happy Summer SysAid friends!23.2.60 is here, too!You can read about the product updates on our documentation. Gradual Rollout: June 25 - July 2, 2023 ⚙ Service Desk Settings improvements⚒ Improved Integrations functionalities