SysAid CloudExplore what's new on the cloud


Latest Release

Version 19.4.20 (Gradual Rollout Starting September 22 - 29)

More automation, less repetition
SysAid's incoming email integration now provides the option to support TLS 1.2 encryption.

Recent Releases

360-degree service management
Email content is now included in the Messages field of child SRs, when the check box is selected in the Send Messages window.

Simple, one-touch customer experience
Improved the UI design around hiding and showing the top panel in the SR form and around navigating between tabs.

Work your way:
It's not just incidents anymore. You can now open any type of SR via workflow notifications: incidents, requests, changes, and problems - providing you with additional flexibility.

Streamline work processes between the service desk and DevOps, under one roof
The SysAid-Jira integration allows admins to easily create and link Jira issues to SysAid SRs and view all the information from within SysAid.

Quick access to Windows event logs - directly from the SR form!
Admins can download an asset's Windows event logs directly from the Main Asset field in the SR form, making it easier to analyze an issue when it's connected to the asset.

New drag-and-drop and visual preview capabilities for your attachments
The attachments control in the SR form has been updated for a more modern look and feel. It also includes the ability to:
- Quickly and easily add attached files to an SR with drag-and-drop capability.
- Preview attachments without downloading them by opening them in the new attachments gallery


Work the way you want with more space in your SR form
Admins can collapse and expand the SR form's top panel, freeing up even more space on their screens, as needed.


New lightbox for easy viewing of SR activities
Activity descriptions are now displayed in a movable and resizable light box for an improved user experience.


New type of custom field – sometimes the date is not enough
Admins can create custom fields that display the selected date and time instead of just the date.

Finding a list view just got easier!
Admins can perform a search within the List Views drop-down, making it easier to locate a specific view.


Email rules just got even better - it's not just for incidents anymore!
Admins can set an SR's type and template via email rules, which means requests, changes, and problems (not just incidents) can be generated directly via email. This allows for increased service desk automation as any SysAid workflow process can be automatically launched from a single email.

SR workflows got a facelift
Elements of the workflow SR interface have been redesigned for a more modern look and feel and more comfortable user experience.

Customize your login page to match your company’s brand
Redesigned the Login page, which now includes a banner image that admins can customize to fit their organization's brand.

More control of widgets in the insights panel
Admins can determine which groups can view certain widgets in the Insights Panel.

Limit on recipients for automatic notifications to groups is no longer an issue!
A new Group Email field allows admins to enter a distribution list email address for automatic group notifications, instead of emailing each group member individually. When this field is used, the distribution list counts as only one recipient, helping customers who have limits on the number of recipients per email.

Refreshed UI for the Manager's Dashboard, ticket form, and all lists in SysAid.
Changes include:

  • Enhanced user experience - slicker and more modern design for an extra-comfortable user experience.
  • Work your way - refreshed dashboard, with the ability to select dark or light themes and a 3X2 chart layout.
  • Reduce 'eyeball fatigue' - improved basic overall visibility of the list views, with added bonus of saving list filters as personalized views.
  • Get the big picture - new insights panel that displays relevant KPIs in graphical widgets that showcase the full picture, helping with prioritization and quicker resolution of tickets.
  • Understand what's going on faster - added customizable top panel within the ticket form that displays fields side-by-side and remains locked on the top of the screen at all times, reducing the need for vertical scroll.


Download the one-page overview

Greater Flexibility in Setting Up Automatic SR Notifications
Upgraded the General Settings page to provide more granular control over automatic notifications sent to various admins. Read more...

More Filtering Options in Email Rules
When admins define conditions for a SysAid email rule, they have the added option to filter for email addresses that are in the originating email's "To" field.

Extended the Reach of "Limit to Company Data" Permission
The "Limit to Company Data" permission also applies to groups, online users, and other aspects of the user interface. As part of this change, we've added the "Company" field to the Group list and form.

Support for SysAid Notifications via the Windows Action Center and Mac OS X Notification Center:
Admins can configure the SysAid agent to display broadcast messages, chat, and remote control requests in Windows and Mac notification interfaces for an improved, standardized user experience.

Initiate Skype Sessions (Both Video and Text Chats) from Inside a Service Record
SysAid's integration with Skype for Business allows admins to initiate Skype sessions directly from within a service record to allow for faster and more simple ticket resolution. Read more...

Facelift for Self-Service Portal Settings
The Self-Service Portal settings page has been restructured making it more organized and easier to use.

Email Integration Got a Facelift
The Email Integration UI was changed to the new List and Form interface, for a more comfortable user experience.

Speedy Initiation of Remote Control Sessions with TeamViewer
TeamViewer Embedded has incorporated an improved communication protocol for faster initiation of remote control sessions.

Enhanced Monitoring in SolarWinds Integration
The SolarWinds integration allows you to automatically generate, update, and close service records based on events that SolarWinds detects on assets in your network.

* Beginning from 18.2.41, SysAid is retiring its support for TLS 1.0 as the protocol is no longer considered secure by industry standards.

Out-of-the-Box Feature for Self-Service Accessibility
SysAid now offers a built-in option for applying a high-contrast theme to the Self-Service Portal, for enhanced accessibility.

More Efficiency in Setting Parent SRs
Directly within your SR list, you can simultaneously set one parent SR for multiple SRs.

Facelift for Timers and Due Dates
The UI for the Timers and Due Dates pages was changed to the new List and Form interface, for a more comfortable user experience.

Avoid Clutter from Repetitive Content by Merging Service Records
Admins can merge the contents of multiple service records into a single service record. Read more...


Work around UAC limitations in TeamViewer Embedded
Admins can utilize TeamViewer QuickSupport to perform attended remote control sessions with SysAid TeamViewer Embedded despite UAC limitations on users without administrator access.

Routing Rules Got a Facelift
The Routing Rules UI was changed to the new List and Form interface, for a more comfortable user experience.

Brand-New Scoreboard List Filter Helps End Users View What They Need
End users are able to filter their Scoreboard lists within the Self-Service Portal, based on the defined fields that are displayed in the list.

Additional Customization for SR Forms in the Self-Service Portal
Admins can add tabs next to the default "General Details" tab in the incident and request submission forms.

Perform Attended Sessions in TeamViewer Embedded Seamlessly via the Agent (Bypassing UAC Limitations)
Admins can utilize TeamViewer QuickSupport to perform attended remote control sessions with SysAid TeamViewer Embedded directly via the SysAid agent without requiring the user to download and execute any file. This seamlessly enables attended sessions despite UAC limitations on users who lack administrator access.

Simplify Troubleshooting by Getting Real-Time Data on Agent Deployment Failures
Detailed information regarding agent deployment failures is displayed in real-time in the agent deployment console and is saved to the agent deployment log.