We've introduced some updates to the CSV exports for requests to improve readability.

We’ve made a handful of thoughtful enhancements to make request handling smoother, faster, and more intuitive.

The improved workflow builder gives you greater flexibility when editing and navigating complex automations, making it easier to update your flows with confidence and speed.

You can now:

This makes it easier to scale automation without sacrificing clarity or control—ideal for both simple flows and deeply nested logic.

You now have precise control over how date and date-time fields behave in your forms. Choose what makes sense for each scenario by configuring fields to allow only past dates, only future dates, or both.

For example, if your change management process requires that users can’t backdate a “Planned Start Time,” you can now enforce that directly in the form. Or, if you’re adding expected go-live dates for upcoming launches, you can restrict the field to only accept future dates. This level of control helps ensure your forms stay accurate, and aligned with your team’s workflows.

The new Request Aging Report makes it easier to track how requests are moving through their lifecycle and identify where delays happen. This helps teams resolve issues faster while managing workloads more effectively.

Here’s what you’ll find in the report:

For example, if you see more requests piling up in the 3–5 day bucket and also notice a high average time to first assignment, it signals that the backlog isn’t from slow resolutions but from requests sitting unassigned. This highlights the need to improve intake and routing.

Read more about the request aging report here.

We’ve redesigned the Workflow Builder to make automation more flexible and scalable. The upgraded experience removes friction from everyday workflow management. Here's what's new:

With these improvements, admins can build, edit, and expand workflows faster while maintaining full visibility and control.

Other enhancements:

The Universal Agent is now available as a browser extension, giving you an AI-powered sidekick right where you work. Instead of switching tools or filling out forms, you can get help directly in your Chrome browser. Th extension is designed for intelligent, multimodal, context-rich conversations, enabling real-time support right where you work.

Here’s what it can do:

Say, you’re working in Salesforce and hit an unexpected error. Instead of filing a ticket, you can just open the extension, share your screen, and the agent walks you through correcting the issue immediately.

Read more about the Universal Agent across channels here.

You can now move easily between requests in your lists, keeping your filters intact, by using the Previous/Next buttons in the header. The request counter will help you keep track of your place on the list.

So, if you're a manager reviewing 50 pending high priority IT requests, you can now move through them one by one in a single focused session - no wasted clicks.

Here are some enhancements to help build better workflows:

Admins can now assign journeys to employees instantly through a simple conversation with Atom. They can ask Atom to help them:

Imagine a new sales cohort joining next week. Your HR admin can now ask Atom to search for the new joinees by name, and assign the “Sales Onboarding” journey to all of them at once.

Asset relationships are now two-way by default. When you set up a relationship between two asset types, such as a server and its backup server, the reverse link is automatically created. This means the backup server will show a field linking back to its primary server.

You can update values and view, filter, or report on relationships directly from both connected assets.

We’ve added a couple of enhancements to bring greater clarity and control to how you manage changes.

Stream Atomicwork data into Microsoft Power BI and unlock advanced reporting and analytics. With this integration, you can:

Additional enhancements:

We’re excited to introduce Scheduled Workflows – a powerful way to automate actions on your own timeline. You can now set workflows to run automatically at specific times or dates, eliminating the need for manual triggers or reminders.

With scheduled workflows, you get:

This removes the manual effort from recurring and time-sensitive tasks. You can schedule audits or compliance checks to run without oversight. Tickets that sit idle for 72 hours can be closed automatically. And critical actions like delivering credentials for a new hire at 9 AM on their first day, happen exactly when they should.

We’ve upgraded the workflow builder with more control, stronger validation, and expanded automation options to help you manage requests efficiently and reduce manual work.

This will help speed up handoffs between teams when work shifts across departments or changes in urgency. Requests can be redirected instantly to the right team, so they follow the correct escalation paths and eliminate delays. This shortens resolution times, minimizes miscommunication, and keeps work progressing without unnecessary back-and-forth.

Organizations using Google Workspace can now enable SAML-based login to Atomicwork for a seamless, secure authentication process. Users can log in with their Google Workspace credentials, eliminating extra passwords. This centralization makes access control easier and more reliable, while also simplifying onboarding and offboarding through direct management in your Google Workspace directory.

We’ve added 777 new Trusted Knowledge sources, so the Universal Agent can tap into a broader and more diverse set of information. This means richer, more comprehensive responses for your employees without your IT team having to maintain or update details across an ever-growing list of tools.

You can now automatically discover hardware and software assets across your organization using Atomicwork’s built-in scanning and agent-based tools. This ensures IT teams have a unified, up-to-date view of all devices — even in networks not fully covered by traditional device management tools.

Key capabilities

Let’s say you’re managing IT for a hybrid team across three offices. You install:

Together, these provide a full-fleet view, from printers in the hallway to laptops in home offices.

Agent Assist now taps into your internal knowledge base to deliver more contextual root cause analyses, and recommendations. Agent Assist suggestions are now informed by a curated, reliable blend of your org's internal docs as well as credible external sources. Responses include clickable links to related articles and past requests, helping agents dive deeper when needed. For example, when handling a recurring VPN issue, Agent Assist now references your org’s internal VPN troubleshooting guide and links to past request resolutions.

You can now detect, and manage major incidents with greater control helping your teams reduce noise, and act faster when things go wrong. With flexible controls, you decide how and when incidents escalate, based on what matters to your environment.

What has changed

Say, five employees across different teams report problems accessing your internal HR tool over a few hours. The system recognizes these as intent-aligned — even if the issue descriptions differ slightly.

It groups them under a potential incident and notifies your workspace admins. Once an admin confirms it, all subsequent login-related tickets are automatically linked, allowing support teams to resolve them in context, rather than one by one.

This end-to-end process helps you identify patterns earlier, reduce duplicate effort, and stay in control during high-volume moments.

You can now add custom logic to your workflows more easily without wrestling with APIs, authentication, or external scripting environments. With the upgraded Execute Script workflow action, functions for existing third-party actions are available out-of-the-box to help create custom scripts faster.

The full-page visual editor helps you write and test code with built-in suggestions and syntax support, so you don’t need to switch contexts or rely on external tools. In-built credential handling ensures you no longer have to manage secrets or set up complex API headers manually.

For example, if you want to notify a third-party CRM every time a high-priority request is tagged as “VIP,” you can simply add an Execute Script action, write a few lines of script, and connect it — all within the workflow. No external middleware, no manual token setups.
​Learn more.

Additional enhancements:

This week's updates are foucssed on improving transparency and control in change approvals — especially for users outside your workspace and teams with stricter governance needs.

Approvals only work when the right people have the right information — and now, even non-workspace users can fully participate in the change approval lifecycle.

What’s new:

Who gets access?

You can now prevent requesters from approving their own changes, by configuring this behaviour at the workspace level. This gives enterprise teams greater control over how change approvals are managed, especially for teams following ITIL or other governance-heavy workflows.

To enable or disable this setting, under Settings, navigate to Your workspace > Settings > Changes.

If a restricted requester tries to approve, they’ll see an error message explaining that self-approvals are not allowed. For example, when disabled, if the Assignee placeholder resolves to the requester:

You can now access and manage all your approvals from across workflows in one easy-to-manage dashboard. Search by the name of the approver, edit policies directly, and gain full visibility into how approvals operate across your workspaces.

Read more here.

You can now click on any metric in the Agent or Group Performance dashboards to instantly see the specific requests behind it.

Here’s what’s new:

Atom got a whole lot smarter! We’ve more than doubled the number of trusted knowledge sources, expanding from 50 to 119 official platforms, bringing richer, more accurate answers across your tools and systems.

Whether you’re trying to understand a Workday leave process, Salesforce permissions, or how to manage a team channel in Microsoft Teams, Atom now pulls in contextual insights from official public documentation.

You can enable the platforms relevant to your organization by navigating to Settings > Assistant > Trusted knowledge.

Surveys are now more focused and actionable. You can target surveys based on audience segments such as “All employees” or specific user groups. This ensures:

You can set the audience directly in the survey settings for greater control and precision.

Additional enhancements:

We've introduced Agent Assist within requests to help service agents understand and resolve requests faster. It can:

Imagine you’re handling a network issue reported by multiple users — Agent Assist helps you spot the pattern, trace it back to a misconfigured switch, and suggests a proven fix. All without switching tabs or hunting through past tickets. Read more here.

Dropdown attributes got an intelligent upgrade so that:

These changes make dropdown management cleaner and less error-prone, especially for complex form setups with multi-level options.

Managing requests linked to multiple assets just got more efficient.

Here’s what’s new:

So, if a request is tied to multiple laptops, monitors, and a printer, you’ll be able to find the most relevant one quickly and understand its extended impact.

Keeping track of who submitted, updated, or responded to a request can be confusing — especially with similar names in play. Now, when you hover over any name in request conversations, activity logs, or summaries, you’ll see a popover with their name, department, and email. Click to view their full profile for deeper context.

For example, when a request is updated, the workflow can be setup to pull every note via API (an array), assemble a transcript, use AI to spot repetitive back-and-forth, and if a loop is found, escalates the ticket with full context to the right team.

Scan Requests, Incidents, Assets, and more with a full-page view so you can view all results in one glance.

Press Cmd + K / Ctrl + K to run a search, choose View all results, and use the central filter bar to narrow down your results quickly.

Automate change governance right inside Azure DevOps with the new Atomicwork extension (now available on the Azure DevOps marketplace) - no scripts or extra tools required. Guide is here.

You can now track service-desk metrics in two new Analytics reports: Agent Performance and Group Performance.

Learn more about agent performance and group performance reports.

You can label requests with colour-coded tags to improve search, visibility, and automation.

You can now collect structured inputs on any request using forms as part of your workflows, trigger next steps based on responses, and notify assignees instantly via Slack or Teams. Forms can be reused across workflows and filled directly from the portal, making use-cases like escalations faster, clearer, and more consistent.

You can now streamline everyday actions with a few keystrokes. Press Cmd + / on Mac or Ctrl + / on Windows to open the full shortcut list or from the Profile dropdown in the top-right corner. Shortcuts are now available for key actions like:

Learn more about keyboard shortcuts.

Nested drop-downs now flow through the whole workflow, keeping every step aligned without extra rules.

You can now verify and whitelist your email addresses so that all outgoing email from Atomicwork are trusted and successfully reach your users’ inboxes, without accidentally being sent to spam. Replies will be sent from your own domain ([email protected]) instead of the default Atomicwork subdomain ([email protected]) — ensuring clarity and continuity in every conversation. Learn more about how to set up outgoing email verification.

Other email enhancements include:

You can now edit the Requestor on any request — perfect for when someone else takes over a conversation or the original contact isn't the right point of contact anymore.

When you change the requestor on a request:

For example, say an office manager raises a request for a new laptop for a new hire, but then hands it off to IT for follow-up. With this update, you can switch the requestor to the new hire themselves — so they get all future updates — while keeping the original office manager in the loop as a follower.

This gives you more flexibility to manage handoffs and keep communication flowing with the right people.

Handling repetitive questions just got a whole lot easier. Agents and admins can now create personalized, reusable canned responses — reducing typing time and ensuring consistent replies across your workspace. You can:

Meet the new Classify content with AI workflow action — a flexible, prompt-based tool that lets you define custom categories and definitions to categorize incoming messages and responses, and choose what further steps need to be taken based on the classification.

For example, a message like "Urgent help needed" can be classified as Escalation, and automatically trigger a high-priority escalation path. Or a user response like "No, I don't want to proceed" would be a Cancellation instantly resolving the request.

Workspace admins can now:

The Classify content with AI action provides dynamic control and intelligent automation without manual intervention from your agents.

We’ve made email processing smarter and more accurate, especially for long or cluttered emails. We've built in smarter handling of everyday phrases and org-specific terms or acronyms, while skipping over signatures or disclaimers that don’t add value. We've also improved how it interprets the message intent, so the most relevant answer or solution is surfaced upfront.

This makes Atom more reliable for high-volume inboxes while preserving intent accuracy and routing behavior.

We’re updating our Request Overview export format from XLSX to CSV to support larger datasets more reliably.

Why the change?
Switching to CSV ensures faster, more reliable exports at scale, with better support for line breaks in tools like Google Sheets and Apple Numbers.

Confluence is in the final stage of deprecating its V1 APIs, and as a result, some APIs are no longer responsive. To ensure continued functionality, we've upgraded to Confluence V2 APIs. This upgrade introduces changes to permissions, requiring more granular OAuth scopes to access spaces, pages, blog posts, and attachments.

The V1 API permissions have been replaced with more granular permissions in V2. Below is a table showing the change in permissions:

To apply the new OAuth permissions, you will need to reconnect your Confluence account in Atomicwork. This is a one-time action and will not affect your data or Atom's ability to fetch and respond with Confluence data.

If you face any issues during this process, please reach out to your Customer Success Manager.

Forms in Atomicwork just got more powerful with 3-level nested drop-down fields. You can now create multi-tiered selections that streamline data entry and decision-making. These customizable fields are available across requests, changes, incident forms, and the service catalog, making it easier to capture precise information at every step.

Say, you are managing IT asset requests for a global organization. With nested drop-downs, selecting a device type like Laptop automatically narrows down the brand options to Dell, HP, or Apple. Choose Apple, and the final drop-down lists available models like MacBook Air or MacBook Pro. This structured flow eliminates guesswork, reduces errors, and speeds up request submissions.

We’re redesigning the navigation menu to help you and your team get to the right place, faster.

The new design brings a cleaner, more purposeful structure to your day-to-day work. It reduces visual clutter, improves usability, and ensures you can navigate quickly—whether you’re managing requests, approvals, or tracking your tasks.

This update is part of our ongoing mission to make Atomicwork more intuitive and efficient for every agent and admin.

Atomicwork's API documentation is now public, offering developers direct visibility into Atomicwork’s APIs and enabling seamless integration with other tools and platforms.

Sync workforce changes seamlessly with Oracle HCM

You can now automatically sync workforce changes—like new joiners, role changes, and exits—directly into Atomicwork with the Oracle HCM integration. Changes in Oracle HCM automatically reflect in Atomicwork, instantly triggering onboarding and offboarding workflows without any manual intervention, ensuring employees have the right access from day one.

For example, when a new hire is added to Oracle HCM, you can automatically create user accounts, configures permissions, and grants access to apps through Atomicwork.

We’ve rolled out improvements to make identity and access management smoother for organizations using Okta.

Launch Atomicwork directly from Okta

You can now login to Atomicwork directly from your Okta dashboard using IdP-initiated SAML login. This streamlined experience helps reduce friction during authentication and helps users access Atomicwork faster.

Support for Okta user sync with restricted access

We’ve enhanced how Atomicwork syncs user attributes from Okta especially for organizations that cannot or prefer not to grant the Manage applications permission. Learn more about manually mapping Okta employee data into Atomicwork here.

This enhancement ensures your team can set up user provisioning with greater flexibility, regardless of how your Okta permissions are structured.

Introducing the Analyst role
We've introduced a new Analyst role that will give users visibility into analytics and reports—without needing workspace or org admin permissions.

Google Workspace Actions in workflows
We’ve now enabled Google Workspace actions in workflows, so customers can automate user management in GW directly from Atomicwork.
​Available actions:

User sync via Azure AD
You can now sync employees directly via Azure AD, just like with Okta.
This is helpful for customers who are on Azure but need a Teams-free option to keep their employee data flowing into Atomicwork.

You can now save custom configurations in request reports and access them anytime—no more recreating filters from scratch. You can quickly access your saved views for any report like you would request views.

You can now export request data based on your exact needs. You can choose to. export the full dataset with all columns and filters, or just what’s visible on your screen.

Org admins can now access a unified change calendar across all workspaces by navigating to Change calendar in the left navbar. With this global view, you can:

With new triggers, actions and placeholders, you can now automate more complex processes.

New triggers and actions added

We've also introduced System and System or any person as trigger options, allowing actions executed by a workflow to trigger other workflows.

Additional capabilities

You can now add conditional actions to your change templates to handle variable change workflows such as dynamically assigning approval policies or calculating risk scores based on specific form inputs.

With conditional change actions, you can:

Admins can now see the underlying data powering any widget to extract deeper insights. With this update, you can:

Request data exports are now easier to work with because we have:

You can now send approvals based on indirect relationships, such as people linked to assets that are part of service items, with extended capabilities of our relationship attributes.

Previously, you could send approvals to users explicitly chosen in a service form. You can now traverse relationship attributes: starting from the service request, following a linked asset, and then triggering an action (like an approval) based on a person associated with that asset.

This unlocks smarter, context-driven workflows that stay in sync with how your organization assigns ownership.

What this means:

For example, a "Server Decommissioning" service item, a requester selects a server. That server has an "infra contact" defined. The approval is automatically sent to that infra contact — even though they were never directly mentioned in the service request.

Other enhancements:

New workflow actions and enhanced filtering to build more advanced workflows.

Effortlessly track, secure, and control your Apple devices—all in one place.

Sync, search and stay updated effortlessly on all knowledge stored in your Google Drive folders, through Atom.

Other enhancements:

Agents no longer need to guess which request attributes to fill in or what values to use!

With Agent Assist, Atom now suggests the most relevant attribute values for requests based on details like subject, description, comments, and user data including department and assigned assets. Agents can apply them all with a single click—saving time and reducing errors.

We've introduced event-driven workflows for changes to take the manual effort out of change management. You can now:

For example, when a high-risk change is initiated, additional review steps can be triggered automatically at any stage to ensure compliance or security. You can also automatically notify teams whenever a specific action is completed. This not only enforces standardized processes but also saves time by reducing manual oversight.

We've introduced relationship attributes to help you capture the complex connections between people, processes, and resources in your organization.

You can now link assets, service items, and requests to people and other assets.
For example, you can:

You can use relationship attributes to automatically trigger approvals, populate values in workflows dynamically, and also trigger conditional flows.

You can now create customized incident forms for different types of incidents, ensuring agents get the right details upfront—without the back-and-forth.
With custom incident forms, you can:

So, if an employee reports a VPN issue, they’ll be guided through a VPN-specific form, ensuring agents get relevant details like device type and location—leading to faster resolution.

You can now run custom JavaScript code within workflows. This means you can execute complex logic, transform data, and integrate deeper with third-party systems—without being limited to predefined actions. Using data pills, placeholders, and webhooks, you can dynamically pull request details, modify inputs on the fly, and trigger external API calls.

For example, during employee onboarding, you can dynamically create users in Okta while avoiding duplicate usernames. A custom script can check for existing usernames and modify them if necessary (eg. [email protected] → [email protected]), reducing errors and manual work.

Admins now have the ability to delete workspaces directly from Settings > Workspaces. Click on Delete workspace in the three dots menu for the required workspace.

This action is irreversible and will permanently remove the workspace and all associated data.

Exporting data from the Request list page just got better! Now, any requests containing service items will carry their associated data in the export. This ensures that admins and agents have complete context when analyzing request data, leading to better decision-making and smoother workflows.

The spotlight search (⌘+K / Ctrl+K) now supports searching through changes and assets. This allows you to quickly find and access critical information across the Atomicwork platform without navigating between multiple pages.

You can now @mention anyone in your organization on replies to requests and changes. This will instantly loop them into the conversation, allowing them to provide clarifications or inputs without needing to switch tools or rely on email back-and-forth. Tagged users will receive Slack/Teams notifications, from where they can directly respond to the conversation.

The Service Catalog and Change templates have been now combined into a single, redesigned Catalog, making it easier to browse, find, and manage all catalog items in one place—streamlining workflows and improving efficiency.

We’re introducing a streamlined design for workspace configurations to make managing your workspaces more efficient and intuitive.

The new design adopts a structured and modern approach, making it easier to access critical configurations like SLAs, forms, and workflows. It also improves efficiency and usability across the platform, providing a smoother and more intuitive experience.

The Insights report now provides a detailed breakdown of questions and conversations under each Helpful/Unhelpful theme, helping teams refine their content and support strategies.

With this update, admins can:
- Match workspaces to themes allowing them to take targeted actions
- Spot patterns faster based on the questions grouped under each theme
- Gain deeper insights by viewing full user conversations for each question

For example, if your workspaces are structured by function (Marketing, Finance, IT, etc.), you can now quickly identify which content needs updates to improve self-service and deflection rates.

Org admins can now customize the categories of questions the Assistant answers (under Organization settings > Assistant), ensuring it aligns with their unique needs without losing accuracy. This enables:

For example, an airline or travel company could enable Travel & Tourism topics so the Assistant can help employees with flight schedules, travel policies, visa requirements, and baggage guidelines —without affecting its handling of IT-related queries.

You can now provide definitions for your internal and industry-specific acronyms to ensure that the Assistant recognizes them and responds accurately. It can also automatically detect and manage acronyms from your enterprise knowledge sources, reducing the manual effort to update them. Every acronym also comes with a source reference, allowing teams to verify its origin.

For instance, HRIS could mean Human Resource Information System in tech but Health Research Information System in biotech. With this update, the Assistant will distinguish between different meanings based on context, ensuring responses are relevant to your organization.

The approver policy dropdown now displays the name, avatar, and email, making it easier to distinguish between users with similar names.

Agents can now see a helpful modal pop-up listing all mandatory fields for closure directly on the change details page. This makes it quick and easy to update required fields and close changes seamlessly!

We’ve introduced a public API that lets you create changes and upload files in a single call. This streamlines integration with third-party systems, making tasks like migrations faster and more efficient by handling file uploads and change creation in one step.

Agents can now create and link Jira issues directly from a request in Atomicwork, eliminating the need to switch between apps. This simplifies collaboration between IT and engineering teams, speeding up resolution times.

How it works

So now, when an employee reports an incident that requires engineering effort, the IT agent can immediately raise and track a Jira ticket for the engineering team, ensuring both teams stay aligned on the issue.

Org admins can fine-tune the Assistant's behavior with the updated Assistant settings (under Organization settings). This allows you to customize the Assistant to better serve your organization's unique needs and priorities.

Expand your asset management capabilities by syncing Azure resources such as VMs and Action Groups directly to Atomicwork. Combined with Intune and Kandji sync and native asset tracking, this integration provides a holistic view of your organization’s asset landscape.

Key capabilities

If your organization uses Azure VMs for compute workloads and Intune for device management, syncing both sets of resources into Atomicwork allows IT teams to track and classify them with tags like “Production VM” or “Test Environment,” and link them to reported issues without switching between platforms. This ensures smoother operations and better visibility across cloud and on-prem systems.

Admins can now view detailed logs of workflow actions on a request (including failures/errors) in Request Activities. These logs provide visibility into inputs, outputs, retry attempts, and API calls for third-party actions, ensuring transparency and faster troubleshooting.

For example, imagine a workflow that sends a Slack notification to a user by retrieving their details from Azure AD using their email. When triggered on a request, the Activities tab will show execution of every action within that workflow. If it fails at the step where it retrieves user details, the log for that action will show the inputs and outputs of the call to Azure AD. This helps you quickly identify and troubleshoot the issue.

From harnessing the power of Agentic AI to streamlining workflows, we’ve rolled out innovations designed to make work simpler, smarter, and faster for everyone involved. Here’s a look back at the key updates that have defined this year and what they mean for service management, employees, agents and admins.

In September, Atomicwork also secured over $3 million in strategic funding, bringing total seed funding to $14 million. This round was led by more than 40 seasoned industry veterans, included global CIOs and CTOs, reflecting strong confidence in the company's vision.

To see everything we shipped in 2024, take a look at our product updates or watch our video roundups.

In 2024, the rise of agentic applications marked the true transformation of AI in the workplace, moving beyond generative AI's content creation and natural language interfaces to AI agents that autonomously act, reason, and solve problems.

This means tools can go from just being something you use to get work done to doing the work on your behalf.

This redefines scalability by decoupling growth from headcount, empowering teams to achieve exponential efficiency with digital coworkers. Furthermore, it democratizes service management, providing no-code tools that extend IT-level efficiency to every team. While challenges like legacy systems and user trust remain, the potential of agentic AI to revolutionize work is undeniable, offering systems that empower teams, enhance user experiences, and scale seamlessly.

Changes are unnecessarily complex. They are made to feel rigid, slow, and time-consuming. We introduced customizable templates, multi-stage approvals, and dependent tasks to ensure every change is structured and efficient.

Admins can now create custom templates to standardize change workflows and break down every change into clear, manageable stages. Each stage can include actions like tasks, forms, or approvals to keep the process organized.

For example, if OS updates are a frequently occurring change, you can create a template and define stages—from initial approval to final testing—ensuring consistency and efficiency each time it's implemented.

You can add approvals at multiple stages to make sure every change is reviewed thoroughly before moving forward. So, you can require sign-off from the security team during the testing stage, after the initial assessments and approvals, adding an extra layer of compliance.

You can define tasks as dependent on the completion of other tasks to ensure smooth execution. This prevents misaligned timelines, reduces errors and ensures no step is skipped. Admins can set up actions so that each stage’s progress is blocked until prior actions are completed.

For example, you can block a “Server Deployment” task until “Network Configuration” is complete, ensuring changes progress logically and securely.

Take charge of your changes with automatic updates, custom labels, and better control over closures.

Keep everything related to your change process in one place with foundational blocks like conversations, notes, activities, and notifications. This eliminates scattered data and ensures your team has full context at every stage of the change lifecycle.

This October, we’ve brewed up updates that make conversations with Atom better, workflows simpler and your service management more adaptable.

Atom got a major upgrade to make your employee interactions more accurate, efficient, and professional. With improved input handling, refined responses, and smarter conversational abilities, Atom is now more capable than ever.

Atom’s new Slack homepage brings your approvals, tasks, and requests front and center, allowing you to take action directly within Slack. With instant access to key details—like the latest response, status, priority, and due dates—you can make quick, informed decisions. Approve or decline requests, mark tasks as complete, and manage requests from here to keep your work uninterrupted.

Employees and agents can now ask Atom to pull up requests based on specific criteria like Status, Priority, or a combination of both. For example, saying “Show my urgent requests” will display all requests you’ve raised with an urgent priority. Agents can view their assigned requests under a specific category by asking, “Pending urgent requests assigned to me.” They can filter by all statuses, including custom ones, for more refined results. Atom displays the most recent five requests, with links to view more in the Atomicwork portal.

Business hours can now be tailored for different teams or shifts, allowing multiple schedules to align SLAs with each team’s active hours. Particularly useful for globally distributed teams, where requests assigned to any team or agent after their active hours will pause SLA tracking until their next workday. This ensure fair and achievable expectations, avoiding unnecessary penalties.

Filtering response metrics by groups provides targeted insights into each group’s resolution performance. This can help you identify strengths and improvement areas, optimizing service efficiency.

With new workflow triggers and placeholders, you can handle requests more flexibly. For example, a request’s group change can trigger workflows to auto-assign agents, while the Update request action unassigns requests, balancing team workloads seamlessly.

Filter assets by attributes like type, warranty, and more, making searches faster and asset management faster more streamlined. Allow your employees to specify impacted assets when reporting incidents, providing agents with valuable context for more accurate and efficient handling.

More updates you won’t want to miss:

This past quarter, we’ve been hard at work, delivering updates designed to make Atomicwork smarter, more integrated, and even more customizable. From improved agent workflows to enhanced asset management and cutting-edge integrations, our Monsoon release has something for everyone.

“What’s in a name, you ask? Will Atom by any other name be as efficient? Yes, it will.” You can now rename Atom, the conversational AI Assistant, to fit your branding requirements. The customization will reflect across the Atomicwork platform, integrate into your workflows and tools like Microsoft Teams and Slack. Make Atom (or whoever it may be) feel like part of your internal team!
​

Managing work within Atom is now smoother with its improved flow for handling approvals and assigned requests.

This allows for faster, more integrated task management, reducing the need to switch between platforms and keeping workflows smooth.

Admins can now create agent groups within workspaces, ensuring the right expert handles the right requests, and that sensitive information stays in the right hands. You can choose a privacy level—Open, Restricted, or Private—to manage requests efficiently and keep them as secure or open as necessary.

Managing your organization’s assets is more than just keeping an inventory—it’s about ensuring that every asset, from office equipment to mobile devices, is properly maintained, tracked, and supported throughout its lifecycle. With Atomicwork’s asset management features, you can manage assets natively in the platform or through third-party integrations like Intune and Kandji, ensuring comprehensive control and oversight.

With native asset tracking, you now have the flexibility to manage a wider range of assets that aren’t supported by third-party integrations, such as specialized office equipment, point-of-sale devices, or security cameras. Complement this with Intune and Kandji data to consolidate all your asset data into a single system. It’s about painting a complete picture—no gaps, just a single source of truth.

To further enhance visibility and compliance, the Asset Activities tab offers a detailed audit trail of all asset-related actions—whether they originate from Atomicwork or synced sources like Intune/Kandji. This means you’ll always know when an asset was last updated, what changes were made, and who took those actions. This will allow your team to monitor asset changes in real-time, helping them make informed decisions about asset replacements, maintenance, or troubleshooting.

Our incident-to-resolution flow lets teams link related incidents and assets to problems and initiate changes directly, streamlining root-cause analysis and resolution. For example, after detecting multiple VPN outages tied to a misconfigured server, agents can create a problem linking all incidents and assets like routers or firewalls.

AI-generated tasks guide the root cause analysis—whether it’s checking software updates or server settings—and, once identified, a change to fix the VPN can be initiated directly. By tracking linked assets, IT managers gain deeper insights into hardware and software issues, supporting proactive maintenance and reducing future outages.

Your employees can now access Jira issues directly within Atomicwork, helping teams quickly retrieve relevant information without needing to switch applications. Employees can ask Atom questions such as “What issues are assigned to me?” or “What is the status of ISSUE-12?” to get real-time insights. Additionally, workflows enable Jira actions like creating issues and managing project users, making it easier to handle requests and issues in one unified platform.

And finally, Atomicwork’s integration with MS Teams now allows admins to automate tasks like sending direct messages, creating channels, and posting to channels as part of workflows or journeys. This can be particularly useful for automating onboarding processes, notifying managers of important events, or helping new employees feel welcomed from day one—all from within Atomicwork.

You can gain visibility into the sources of your requests with new filtering options. Whether it’s through Slack, Microsoft Teams, email, or the portal, you can now track which channel generates the most requests. Use this data to refine your deflection strategy—directing employees to channels where Atom can assist most effectively while minimizing manual work for agents.

You can also track how well the Atom Skills that you’ve enabled are performing. Skill usage metrics break down exactly how many times skills were triggered, how many requests Atom deflected, and when agents had to step in. Use this data to identify and optimize the Skills that need improvement, helping your team work smarter, not harder.

Other updates you shouldn’t miss:

August was all about making Atomicwork more intuitive, efficient, and tailored to the needs of every user in your organization. Whether you’re an admin refining processes, an agent handling requests, or an engineer managing issues, these updates are designed to streamline your workflow and help you get more done with less friction. Let's take a look!

With agent groups, admins can now organize teams into specialized groups to ensure requests are always routed to the right agents with the right expertise. By segmenting IT teams into groups like “Security” or “Application Support” or HR into “Benefits” and “Onboarding,” you can customize workflows, SLA policies, and reporting metrics to better manage workloads and optimize team performance across the board.

You can now assign requests to agents manually or through round robin, which ensures that requests are distributed evenly within the group, preventing overload on any one person. As new requests come in, they’re automatically rotated to the next available agent. This approach balances workloads and improves response times, leading to more efficient and fair request handling.

To support better auditing and improve accuracy in Atom’s responses, Interaction Reports are now available for download by organization admins. These reports provide a comprehensive review of all interactions with Atom within a set timeframe, helping ensure responses align with your organization’s standards while maintaining compliance.

Admins can also track whether employees moved from an interaction to a request or found the response helpful. For privacy and security, all user details—such as ID, name, and email—along with any personally identifiable information (PII), are masked.

Admins now have the flexibility to define custom asset types and attributes, enabling more precise asset management. You can create asset types that align with your organization’s specific needs and capture relevant information unique to each type. For example, you could create a custom asset type for “Security Cameras” with attributes like “Location” and “Resolution,” improving the management and monitoring of surveillance equipment.

The Atomicwork-Jira integration lets users access Jira issues directly from within Atomicwork. This helps employees, especially engineering teams, quickly retrieve relevant information without switching apps. They can ask Atom questions like “What issues are assigned to me?” or “What is the status of ISSUE-12?” for real-time updates, or use queries like “Who is working on ISSUE-54?” to check on team assignments.
​NOTE: Please connect your individual Jira account to Atomicwork to start searching for Jira issues.

The new Microsoft Exchange integration lets you connect your mailboxes to Atomicwork in just a few clicks. It allows you to send and receive emails on behalf of the configured address without having to set up complex forwarding rules. This streamlines mailbox management, for faster, smoother communication.

We spoke with Ammex Corporation this month to learn how Atomicwork transformed their service management workflows—read their story here.

Welcome to another series of exciting updates from Atomicwork!

Before we dive in, we’re delighted to announce our strengthened partnership with Microsoft. This collaboration is set to bring deeper integrations and more robust functionalities from Atomicwork, directly within Microsoft Teams. Read more about the Atomicwork + MS teams partnership here.

Moving on to the updates for this month!

We’ve enhanced problem management to provide IT managers with deeper insights to support better, informed decision-making. Apart from allowing agents to create problems from incidents, Atomicwork proactively identifies related incidents and creates AI-generated tasks for thorough root cause analysis and assessment, driving faster problem resolution.

You can also initiate changes directly from problems to streamline the process from incident to problem to change. This interconnected approach boosts resolution accuracy and speed, helping IT teams maintain system stability and reduce recurring issues.

For customers using Confluence as a knowledge source, you can now integrate it with Atomicwork. Atom will learn from selected Confluence documents and folders, enabling it to answer user queries using this knowledge. This integration fully utilizes your Confluence knowledge base, providing users with quick and accurate answers, and eliminating knowledge silos between teams.

Atom can now answer questions about 40 different enterprise applications, and general issues related to macOS and Windows - without requiring any setup. Atom regularly refreshes its knowledge about these applications by staying on top of updates to their public support portals.Your IT team no longer needs to manually maintain an extensive knowledge base for relatively common questions about these products, saving them plenty of time.

Admins can now customize how Intune and Kandji asset attributes are mapped to Atomicwork asset attributes. Aside from default attributes like display name, serial number, and assigned user, administrators can map external attributes to existing Atomicwork attributes or create new ones as needed. This ensures improved data consistency across systems, better visibility into assets and more effective asset management across your organization.

You can elevate your employee lifecycle processes with Atomicwork Journeys by effectively automating essential tasks.Admins can now automate the creation of service requests within onboarding journeys, ensuring new employees receive the necessary hardware, software, and approvals tailored to their roles.

For example, when you’re onboarding a new developer, Atomicwork will generate service requests for a laptop with specific configurations, development software licenses, and send out approvals to the right folks.

Additionally, our improved integration with MS Teams enables you to send direct messages, create channels, and post to channels easily as part of an onboarding or offboarding journey. This facilitates smoother employee lifecycle processes, helping to establish personal connections and create a more connected and engaged workforce.

​More features to look out for:

And we are back with another edition of Atomicwork’s feature roundup. This round of updates introduces robust capabilities that will help streamline your IT service processes, such as:

and more. Let’s dive in!

Streamlining the change implementation process is critical for your IT teams in order to minimize disruptions to your business and employees. With Atomicwork, you can now implement changes across your IT infrastructure in an efficient and controlled manner.

Default change templates lay out the process for each type of change in detail allowing you to track everything from risk assessment to post-change reviews in one place. You can create changes from previously reported incidents or manually initiate a change when your systems need an upgrade. You can configure approval policies to match the type of change and automate implementation with tasks, forms and workflows. Take back control and visibility into your change management process.

You can now define service level agreements that cater to your unique service needs. For instance, for incidents involving your applications, you could create one policy for integration failures or crashes that are critical with high impact since that might affect many employees. Meanwhile, a different policy could address less impactful issues like UI problems or performance degradation.

SLAs can be defined by request or user attributes and your service catalog, ensuring every IT issue gets the attention it deserves. For every SLA, you can define first response and resolution times as well as configure breach notifications, keeping your service commitments aligned with your business priorities.

Searching for requests and users on Atomicwork just got a whole lot smarter with our semantic search that understands your queries in a conversational manner. Type ‘payment issue’ in Atomicwork’s Spotlight search and it will intelligently parse this phrase to deliver all payment-related queries from across your workspaces. You can pull up a list of requests that are high on priority by simply searching for ‘urgent issues’ or look for a user by name to instantly see their contact details and associated requests. Spotlight search ensures you spend less time searching and more time solving.

You can now add contractors, vendors, and agencies that you work with as guest users onto your Atomicwork platform with defined permissions and specific workspace access.

This will improve two-way collaboration between external teams that aren’t part of your organization and your internal teams. You can automate their permissions and app access, and allow guest users to raise requests via the portal or email, manage tasks, track approvals, and follow up on requests.

Users outside your SSO setup can login via a link or code sent over email. And our upgraded email notifications will ensure that everyone stays in the loop, all the time.

The Atomicwork user portal is NOW a centralized hub for any employee or guest user to view and track all their interactions with your service teams. They can monitor updates on their requests and raise new ones, report incidents, view tasks and approvals assigned to them, and review their assigned journeys. While Atom serves as the front-facing assistant to help your employees self-serve and easily connect with your teams, the portal offers a unified dashboard to manage all their touchpoints with your internal teams.

You can now sync devices from Kandji into Atomicwork and link them to incidents, making it easier to manage and track your assets. This integration can also work seamlessly alongside Microsoft Intune to give you a unified view of all your assets.

Other updates you don’t want to miss:

We are back with the latest edition of Atomicwork’s feature roundup, where we talk about all the freshest enhancements that’ll help make your IT service management smooth as butter. Our latest updates are packed with powerful capabilities covering:

Let’s dive in!

Incidents like a network outage or an app failure that affect a large number of your users at once require early diagnosis and immediate coordinated efforts to resolve quickly. Atomicwork is equipped to handle these situations smartly from start to finish. Your admins will be notified if several similar incidents are reported within a short span and once they acknowledge them as a major incident, they’ll be linked together under a primary incident with one click. You can then automate responses to new incidents, broadcast messages, and update all the incidents from one place ensuring that communication is consistent across all affected parties.

If you rely on Okta for security and easy user management, we’ve brought those functionalities right into Atomicwork with a tight integration into the Okta ecosystem. Here are all the things you can do with this integration:

With the Atomicwork-Jira integration, you can setup workflows that will automate the creation of Jira issues from Atomicwork, allowing attributes to flow seamlessly between the two platforms. This way, your IT team can easily transfer requests to teams working in Jira like your engineering teams. With an upcoming release, users will also be able to look up issues and ask for updates in Jira through Atom.

Sync assets from your Microsoft Intune account into Atomicwork and execute asset actions such as locking or resetting the passcode on devices remotely. With a few clicks, Atom can also remotely install software on employees' computers, streamlining the software deployment process so they have instant access to the tools they need to perform their tasks efficiently.

We love the name Atom but we wanted to make sure that you could @mention it with a name that feels perfect for your users. You can now rebrand our AI Assistant to match your company’s persona which will reflect across the Atomicwork platform, making it seamlessly integrate with your brand identity.

Note: This is currently only available on Microsoft Teams but will be coming to Slack soon!

More updates:

Welcome to our March-April feature roundup, where we spotlight all the features we’ve built to streamline your service management in the last month. Here’s what we’re covering:

Let’s dive in!

Assets tracked with care,
Through life cycle, fair and square,
Order in the air.

Service request management is not complete if IT teams can’t track assets alongside requests. So we put our heads down and worked super hard to bring you asset management!

Connect Atomicwork with your Microsoft Intune account so you can sync assets from Intune, link them to incidents, and even perform asset actions like “remote lock” (deployed with much amusement on various unsuspecting team members during demos), “wipe” and “reset passcode”!

This way, IT admins now have the ability to get an overview of an asset’s entire lifecycle, from purchase to decommisions, so they can optimize spend. And IT agents can get up to speed on assets and perform quick actions without having to switch between multiple apps.

Skills in March shine,
Productivity will climb,
Atom, divine.

In a continuous effort to make employees more efficient and productive while freeing up IT teams from the burden of endless, repetitive requests, we’ve introduced 5 new skills.

IT admins can just integrate their apps with Atomicwork to:

Surveys pop, feedback flows,
In Slack, Teams, emails it shows,
Service excellence grows.

Send satisfaction surveys and get direct feedback from employees, across Slack, Teams, or email. After a request is resolved, a survey pops up—just a click and employees share their satisfaction level, plus any comments. IT admins can set up 2, 3, or 5-point scale surveys to capture feedback.

BambooHR meets Atomicwork,
Ease in each HR task,
People over process spark.

Now, initiating time-off requests and setting up new users is a breeze. Imagine the simplicity:

Plus, when welcoming new team members, IT admins can create user profiles with a single command – focusing more on people, less on process.

Follow requests, ease,
Updates flow, ceaseless chase ends,
Admin’s mind at peace.

Agents can now follow requests and receive updates. For example, if Sarah, an IT admin, wants to keep a close eye on an urgent, high-impact request, she doesn’t have to keep following up with the agent or refreshing the page constantly. She can just hit “follow” and receive notifications every time there’s an agent or requester update.

Requests in DMs flow,
To right workspace they will go,
Atom makes it so.

When a request is raised, Atom can now automatically route the request created in DMs or channels to the right workspaces, based on the request description. For example, a request about 'email issues' is sent directly to the IT team, just by identifying keywords like 'Outlook' or 'email down' in the request. No detours, no delays.

Other updates:

One small step for Atom, a giant leap for end-user support. (Sorry, we had to do this). Here are our updates!

Now, admins can set up a mailbox in Atomicwork and manage questions via email as well. This means that employees can email [email protected] (just like the good old days), and a request will be created so an agent can get back to them.

If Atom finds an answer in the knowledge base, it’ll suggest the answer to the employee and create a request on their behalf. Atom can also identify service requests and incidents and create requests in the portal as well.

The end-user doesn’t have to log into the portal to check the request status. They can query on the same thread, and Atom will return the request's status.

Please note that you can forward emails from Microsoft 365 and Gmail to Atomicwork.

Did you know that the most frequently encountered question by an IT manager is a password reset question and that every password reset costs the company $70?

For security reasons, IT teams often require end-users to reset passwords (especially for high-risk software) and end up drowning in the deluge of tickets it triggers.

That’s why we decided to bake in password reset as a native Atom skill. All you really have to do is turn on the skill when you connect your Azure AD account to Atomicwork, and Atom will start helping your end-users reset their password.

In January, we shipped the ability to use the data output of one Azure action as the input for another. In February, we decided to call the data output “datapills” and then ship the feature for a bunch of actions like Okta, Slack, Teams, email and updating request attributes.

This means you can build and run more end-to-end, comprehensive workflows in Atomicwork.

For example, let’s say you want to automate the incident management notification progress. You could set a workflow like:

We heard from customers and prospects that the most useful report we could bring to the table as a conversational ITSM software is a really good insights report. What are end users looking for? Did they find the answers they were looking for? If they didn’t, what questions did they ask about?

So, we built it.

We also added a 👍 and 👎 button to answers generated by Atom so end users can mark answers as helpful (or not) and help admins gauge and improve Atom’s accuracy or provide end-user training and support.

Time flies when you’re having fun or building a conversational ITSM solution to help IT teams improve employee satisfaction, unlock productivity, and modernize their IT processes.

Here’s everything we shipped since our last release note:

You can find a link to the updates blog post here.

We heard back from prospects and customers that data about what questions Atom was able to answer, who was asking these questions, and how they rated the support would be really useful in helping them with reporting. With these reports, they can stay on top of question trends and answer rates through Atom insights and request reports.

Admins can now drill down into Atom’s effectiveness and requests performance. These reports can help teams understand end-user behavior, by segment and time period, and optimize their knowledge base and training accordingly.

Next up, we’re working on uncovering themes in questions posed to Atom so IT admins can get an overview of burning questions from end users.

As anyone who has ever tried to automate a workflow will tell you, the really tough part is chaining them so that the actions performed by different workflows (aka the “output”) trigger and feed into other workflows.

For example, you’re setting up an onboarding workflow for new hires. When someone joins, you want:

Speaking of workflows, webhooks also support GET actions now which means you can pull data from any tool into Atomicwork and use it within actions.

Twelve days into the new year, how are your resolutions doing? Ours was to post release notes more often than we did last year, so we decided to get moving on it as soon as possible. So, here we are!

With verified answers, admins can add FAQs and have Atom serve answers as-is to their employees. Organize all your ‘Verified answers’ in Topics > 'Verified answers' to keep track of all Q&As. There is a 3000-character restriction, so have fun!

That’s it for now!

Hello world! As we gear up for the final stretch of the holiday season, have yourself some cheer and read our release notes 🎄

You can now set up more third-party actions via workflows specifically

That’s all right now, folks! See you in 2024 🪩