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.

Track every AI agent, review who triggered what, where it ran, and if it succeeded. Spot issues and verify results instantly at a glance.

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 time

All metrics can now be filtered by Admin Group and/or Category, giving you more control over how you view adoption and impact.

We’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 Tools

All 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 development

Want to see if you qualify?

You can now allow your team to manually change a service record template without affecting the selected category.

Simply enable the “Allow Agents to manually change service record templates” option in the Service Record Templates settings.