Transforming IT Operations with SysAid’s New UI

Corporate IT teams and their IT service management (ITSM) capabilities must deliver better IT support experiences to meet higher business and employee demands. This means better working methods that speed up incident resolutions and service request provisioning and provide better end-user experiences are needed. There’s a need for IT operations transformation.

To help, SysAid’s latest version combines an intuitive user interface (UI) with artificial intelligence (AI)-driven efficiency and business intelligence (BI) analytics to help your IT organization perform better, increase productivity, and deliver the required IT support experiences.

This blog explains the need for SysAid’s latest version, shares its key capabilities and benefits, and highlights a customer case study that showcases its impact.

This blog explains the need for SysAid’s latest version, shares its key capabilities and benefits, and highlights a customer case study that showcases its impact. #ServiceDesk #ITSM Share on X

The need for SysAid’s New UI

Your IT teams are likely subject to a spectrum of challenges. These include the never-ending need to reduce costs plus the greater demands employees and customers place on corporate IT service delivery and support. At an operational level, other factors might impede the effectiveness and efficiency of your IT operations (and IT support capabilities in particular). For example:

• Complex workflows, with traditional ITSM solutions potentially offering cumbersome working methods that delay resolution times.
• Siloed data, where the lack of integration between tools makes creating or accessing actionable insights difficult.
• Collaboration limitations, where disconnected tools and platforms make it hard for IT teams to collaborate effectively.

SysAid’s latest version has been designed to address these and other issues through a transformative IT support environment that employs modern design principles and AI to improve communication and collaboration, simplify workflows, and drive better operations and outcomes.

SysAid new UI’s key capabilities

SysAid’s latest version Service Desk is a customer-driven innovation that delivers SysAid’s Classic Service Desk features with a new look and feel, better user experience, and enhanced capabilities.

It will continue to evolve, but the initial improvements include:

• The new Sidebar
• The new Queue
• Service Record (Ticket) changes
• Template Designer.

Each of these transformative capabilities is explained below.

The new Sidebar

The Admin Portal Navigation Bar from Classic became the new Sidebar. Your IT support personnel use the new Sidebar to find what they need in your Admin Portal. Whether the new Sidebar is in expanded or collapsed mode, your staff can easily access all SysAid modules and quickly create a new Service Record by clicking the Sidebar’s “plus” button. For example, a service desk agent could open multiple blank Service Record Forms at once, and collapse or expand them from the footer at their convenience.

The new Queue

The new Queue offers your Admins a better user experience for managing Service Records. As well as providing a consolidated view of the ticket queue for efficient resolution, it offers transformative capabilities that weren’t possible in SysAid Classic, including:

• Inline Editing, where Admins can edit Service Record Fields directly from the Queue. There’s no need to open individual Service Records or to leave the Queue.
• Queue Views can now be created by Admins (with this capability no longer limited to SysAdmins). These are easily created by dragging and dropping Columns and filtered using Quick Filters.
• New Filter capabilities. Combined Filters allow your Admins to select multiple Column Filters and apply them directly from the Queue. Quick Filters can be used to (as the name suggests) quickly refine the Queue according to what your staff are looking for.
• Simpler Column Configuration. Column Sub-sorting allows the Queue to be sorted by multiple Columns. For example, sorting the Queue an additional time once it’s already been ordered (sorted) by one Column. Drag and Drop Queue Columns allow Queue Columns to be easily reordered, added, or removed.

Service Record changes

Service Records in SysAid’s latest version are a transformative change for both Admins and end-users. For example, they’re cleaner, more organized, and intuitive for Admins’ needs. Multiple Service Record forms can be created and displayed (in collapsed view) simultaneously, and each Section can be collapsed or expanded.

All Sections and Fields are displayed on one screen. This eliminates the need for your Admins to navigate between multiple tabs to find different information. So, for example, an Admin could create Service Records from inside the Service Desk without leaving the Queue. Once they click the Create button, a collapsible, sticky form opens in the Queue page, and multiple Service Record forms can be created and displayed (in collapsed view) simultaneously.

Ticket Journey

The new Ticket Journey feature gives Admins a chronological view of everything that has happened to a ticket and who did it. This insight includes status changes, the actions taken, and the applied automation rules. 

With Journey Filters, your Admins can quickly see a chronological, consolidated view of everything done to help reach a resolution. This includes all actions, communications, an audit log, and employee sentiment throughout the Service Record’s lifecycle. For example, the Journey’s default filter is Highlights, which shows:

• All Attachment uploads 
• Notes
• Messages
• Status changes
• Assignment changes
• Resolution details
• Ticket conversion.

Template Designer

This intuitive drag-and-drop interface offers customization capabilities and features to simplify Service Record creation. It saves both your Admins and end-users precious time.

Your staff can add Sections, Fields, and submission requirements to any Template, with a customizable layout capability to best suit the needs and goals of any IT support activity.

But that’s not all

As mentioned earlier, SysAid’s latest version also benefits from SysAid’s AI Copilot for Agents and BI capabilities. The former simplifies the lives of Admins, using generative AI (GenAI) capabilities to provide quick answers (including contextual solutions) and automate repetitive tasks to boost their efficiency. It simplifies your agents’ days by being an IT admin helper that sits in their queues, helping them to make insightful decisions based on data instructions. 

The latter helps your IT staff to make more informed, data-driven decisions via SysAid’s BI dashboards. They get a holistic view of your IT operations and can easily analyze key performance indicators (KPIs) to identify trends, optimize processes, and deliver continual improvement.

SysAid new UI’s key benefits

Notwithstanding the rapid time to value, because it’s quick to implement and use, SysAid’s latest version offers your IT organization a wealth of benefits, including:

• Greater Admin empowerment
• Improved operational efficiency
• Speedier resolutions for end-users (through streamlined workflows and automation)
• Easier and faster knowledge and information access
• Greater visibility and better decision-making thanks to dashboards and real-time data updates and analytics
• Improved real-time collaboration
• Time- and admin-saving features such as templates
• Coding-free change to better reflect Admin needs.

All of which contribute to what might be your most important benefits enhanced end-user satisfaction and better business outcomes.

Customers are already benefitting from SysAid’s new UI

TigerFeet, a well-known UK company that supplies greeting cards, party supplies, and gift items, is a great example of how SysAid’s new UI will help your organization.

SysAid is now TigerFeet’s go-to tool for handling IT incidents, changes, and problems, plus project management. It has helped its IT team to be more organized and work faster through clear ways to track tickets, manage assets, and communicate. Such that TigerFeet can focus on doing what it does best – efficiently delivering celebratory products to customers.

A headline benefit from SysAid’s latest version is the increased efficiency of TigerFeet’s IT operations, with 75% faster issue resolution. It has transformed how TigerFeet’s IT team handles IT support tasks. For example, the SysAid Journey feature and improved workflows have boosted Admin productivity and facilitated better team collaboration.SysAid’s latest version is a transformative platform for your IT support capabilities. The next-gen ITSM platform streamlines and automates ticket management and service delivery, wrapped up in an intuitive interface – so your Admins can resolve more issues more efficiently and effectively, and drive down MTTR. IT teams are empowered to achieve operational excellence and deliver exceptional service. Are you ready to transform your IT support operations? To learn more, read the TigerFeet story here.