Work profiles beyond the service desk.
Team-specific terminology, intake blueprints, tracking, and AI guidance now cover creative, internal services, product development, finance/procurement, and custom work alongside MSP/IT.
Intake that adapts.
Branded portals support request types, conditional fields, guided forms, files, and requested dates. Signed-in requesters can recover text and structured answers in the same browser; files and inline images may need to be reattached.
A reviewed path from a form to a portal.
In enabled workspaces, Copilot can use an uploaded form to propose a portal, then create it after confirmation. It can also help with permitted request and knowledge context, supported actions, and branded documents. Activation is required.
More control over the conversation.
Merge related tickets from an open conversation, recover staff drafts, choose reply recipients explicitly, and review the outgoing content before forwarding a conversation. Internal notes remain separate from customer communication.
Keep the outcome useful.
Record the resolution and generate a knowledge-base draft for review. Configured automation, operational reporting, and satisfaction surveys help your team see what to improve next.
See the capabilities in context