AUGUST 2024

Hi there,

Welcome to this edition of SysAid Product Updates! This issue brings together the latest SysAid features in one place.

Users 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.

SysAid’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.

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.

Our 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**

For optimal performance, text-based custom column sorts and filters are now streamlined to support up to three selections. Users will receive a tooltip if they exceed this limit.

Agents can now convert an Incident Service Record (SR) to a Request SR and vice versa. This ensures that service records are correctly handled by the appropriate team, improving service management efficiency.

Now, due dates are also automatically updated based on predefined rules.

Agents can now add and use ‘relational-list’ custom fields in queues, ticket pages, and templates. This feature supports all SR entities and enhances the functionality and usability of custom fields.

The side menu now defaults to open when users log in, providing immediate access to menu options.

You can customize workflows to align with your business needs by adding as many relevant text and list-based custom fields as necessary.

Connect with other Spaces users and get the support you need. If you have questions or ideas, join our weekly ‘Office Hours’ for personalized help and to share constructive feedback with our product experts. This is your time and place to get your questions answered!

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