Agents can now send one response from a major incident and automatically apply it to all related requests, whether public or internal. This improves efficiency, reduces repetitive work, and ensures consistent communication across the board. Available from v7.106 on all plans.
You can now export task-level data, including title, description, due date, and assignee. This highly requested addition helps teams build more accurate performance reports and connect them with BI tools. Available from v7.107 on Pro & Enterprise plans.
Solve issues, ask questions, and create requests directly from MS Teams with a human-like, conversational experience. The new AI understands natural language, provides instant answers from the knowledge base, and automatically fills in request details. No commands, no forms just faster help, right where users are chatting.
Speed up workflow creation with reusable Web Service stages you can save once and use across multiple workflows. Building Blocks reduce errors, ensure consistency, and accelerate delivery. You can manage them centrally, reuse them with drag & drop, and unlink them when customization is needed.
Trigger workflows from the “Create Request” action
June 2025
You can now trigger any workflow directly from the “Create Request” action. This enables multiple parallel workflows for complex use cases like change management or onboarding, and brings the same flexibility into subflow stages.
Admins can now set mandatory custom fields that users must complete when canceling a request, ensuring important context is always captured for better tracking and reporting. Available from v7.102.
