June 26, 2024

These new features include exciting and effective improvements to Spaces, Classic Service Desk, BI Analytics, and AI Chatbot via Microsoft Teams.

Spaces 🚀

Journey supports inline Attachment previews

Attachments can now be previewed inline in the Journey (for .pdf, .txt, .jpg).

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Service Records support additional Custom Fields

Spaces Service Records now supports two new Custom Fields: Text and Text Area.

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Classic 💻

Due Dates sync when Admins convert Service Records

Service Records' Due Date Field gets updated when Incidents are converted to Requests (or vice versa).

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BI Analytics 📊

New “Active Tickets” Dashboard

A new “Active Tickets” Sheet was added to the BI Analytics Dashboard; measuring all Active Tickets in the organization’s Service Desk.
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Service Desk data time frame is now 36 months

SysAid’s BI Analytics module now extracts Help Desk data from a time frame of 36 months.

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Grant BI Analytics access within Group Permissions

SysAdmins can now grant BI Analytics access (via checkbox) to Groups within User Management > Groups > Permissions

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AI Chatbot for Microsoft Teams 💬

AI Admins can create Conversational Tickets

End Users can create Conversational Tickets using AI Chatbot via Microsoft Teams.

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Bug Fixes

• AI Author now generates the expected style of rephrased text, as selected/requested by the user

• Neither Admins nor End Users receive two email notifications when:

  A Service Record was created in the Self-Service Portal and assigned to an Admin via a Routing Rule

• AI Emailbot no longer displays sender’s name as “[Your Name]” in email replys

• Routing Rules now applied as expected to Service Records categorized by the “AI Intelligent Categorization Rule”