Service Management Releases

What’s new on Service Management? Navigate a detailed release log of new features and fixes.

Brand New 7.108.0 Stable 7.107.7 LTS 7.102.37

Brand New 7.108.0

Jul 26, 2025

Features and Improvements

New

New Conversational Virtual Service Agent for Teams

The updated Virtual Service Agent for Microsoft Teams introduces advanced conversational capabilities. Users can ask questions in natural language, manage their requests, and receive instant support with an optimized chat experience.

#44130

New

Ticket Rating Now Available for Workflows

You can now gather customer satisfaction ratings for requests completed through workflows. When enabled in the workflow settings, the system automatically prompts end users for feedback once the request is closed. Ratings are collected post-closure and included in reports and views, helping you monitor and improve service quality. This feature is being gradually rolled out to all customers.

#44007

New

Planning mode and dependency control for subflows in workflows

A new "Planning mode" toggle is now available for subflows within workflows, allowing users to design editable subflow plans that won't trigger requests or allow task completion during runtime. This is especially useful in Change Management scenarios, where plans must be reviewed and approved before execution. In the planning mode, users can add or remove tasks (if not locked by the Admin) and explicitly define dependencies between them, ensuring tasks follow the correct logical sequence.

#44006

New

Company logo in dashboard PDF exports

Dashboards downloaded as PDF now include your company logo automatically — perfect for sharing branded reports.

#43667

New

Quick Reply — Follow Up with Customer

We’ve added a new AI-powered Quick Reply option:?Follow Up with Customer. With a single click, agents can generate a message to check in with the requester—perfect for nudging a response or confirming if the issue is resolved. This saves time and keeps conversations moving efficiently.

#43242

New

New Entra ID Building Blocks

We’ve added two predefined blocks—Create user and Create group—for Entra ID. A quick way to build workflows and accelerate customer integrations.

#42100

Bug Fixes

Minor

The Expand all and Collapse all buttons now work properly in the “Deleted Help Desks” tab.

#43965

Minor

Fixed an issue that caused some request reports to appear outdated.

#43879

Minor

When recategorizing a ticket, child categories are now displayed correctly even if their parent category is linked to a workflow.

#43840

Minor

Fixed an issue where SLAs were not applied when using the "Create and Solve" action without assigning the request, regardless of the manual assignment configuration.

#43781

Minor

Fixed an issue where, under certain conditions, the request creation form could become unresponsive.

#43742

Minor

You can now select any date when setting a custom creation date while creating a dashboard. Some dates were previously unavailable.

#43711

Minor

Fixed an issue where the First Response SLA was incorrectly marked as "Correct" when a user accepted or rejected an approval request with a comment. Approval comments should not impact the SLA status.

#43651

Minor

Fixed an issue where the last update date of a request was not updated when linking requests.

#43649

Minor

Fixed a bug where users with access to a shared view only saw default column names when new columns were added.

#43538

Major

Improved performance in the Help Desk management section. Actions on help desks or levels no longer trigger a full tree reload, making the experience faster and more stable.

#43481

Minor

Fixed an issue where end users saw two pending actions for the same request. Now only the approval is shown first, and the follow-up action appears only if needed.

#43313

Minor

Fixed an issue where agent assignment notifications for workflow steps were not sent to Microsoft Teams.

#43188

Minor

Fixed an issue where expert collaborator suggestions were not updated when the suggested user became the ticket agent or was already added as collaborator/observer.

#42885

Minor

We fixed an issue where, in workflows with two consecutive approval stages followed by a conditional step, the system incorrectly assigned and then removed the first approver. This caused unintended assignment changes that disrupted the approval process.

#42739