Five new templates are now available to accelerate process creation in everyday scenarios, including audits, contract renewals, employee relocations, legal document reviews, and visitor registrations. Each process includes prebuilt logic and best practices you can tailor to your organization. Available from v7.106 on Pro & Enterprise plans.
Shared custom fields used in multiple processes now appear as a single column automatically. This leads to cleaner views, simpler filters, more focused dashboards, and exports that don’t require manual cleanup. A small change with big impact on reporting clarity. Available from v7.106 on Pro & Enterprise plans.
This AI-powered feature helps teams prioritize better, prevent escalations, and respond with more empathy by analyzing the tone and language in customer messages. Sentiment is automatically classified as Positive, Neutral, or Negative at key moments in the request lifecycle. No setup required. Available from v7.106 on all plans.
A new AI-powered prediction shows how long it will take to resolve a request, giving both customers and agents immediate context and clear expectations. The estimate is based on historical resolution times and applies automatically to requests with SLA policies. Available from v7.106 on all plans.
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.
