What's New?
Discovery & CMDB
Workflow & Automations
Reporting & Analytics
Employee Engagement 
Agent Productivity 

What's New?

Agent Productivity 
Employee Engagement 
Audit & Compliance 

Agent Productivity 

Change Categories and Subcategories 
Automatic Round-Robin Ticket Assignment 
Redesign Main Menu in Labs 

1. Change Categories and Subcategories

Managing your change templates and records has never been easier than with the newly introduced change categories and subcategories. In this release we added a new tab to the Setup>Service Desk>Categories section, where you can update the default list of suggested categories to fit your needs: 

Employee Engagement 

1. New Portal Layout

Employee Service Portal

With a lot of us working remotely and supporting more complex business environments that pose new challenges, the need to utilize self-service support to balance workload and restore normal service as quickly as possible - is more critical than ever. This is why we have been investing significantly in the portal’s infrastructure lately, so we can support more advanced layout and content customization capabilities and further optimize its user experience.