Service Management Releases

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

Brand New 8.4.0 Stable 8.3.8 LTS 8.0.26

Brand New 8.4.0

Dec 30, 2025

Features and Improvements

New

New Google Meet Built-in Action Connectors for Workflows

We've added built-in action connectors for Google Meet in workflows, allowing you to create meetings, search existing meetings, and update meeting spaces directly from your workflow automations.

#47426

New

New Microsoft Graph user Built-in Action Connectors for Workflows

Added built-in Microsoft Graph actions to workflows, allowing you to retrieve user information by ID or email and list users directly from your workflows.

#47425

New

New DocuSign envelope creation action for workflows

We've added a built-in DocuSign action connector to workflows, enabling automatic envelope creation as part of approval and signature processes.

#47275

New

New Google Workspace user and group actions for workflows

Added built-in Google Workspace actions to workflows, allowing you to create and delete users, manage groups, and assign users to groups.

#47273

New

Custom fields prefilling through Virtual Service Agent

Custom fields will now be prefilled (if possible) when creating requests through the Virtual Service Agent embedded in the self service portal

#46502

New

New Okta user and group management actions for workflows

Added built-in Okta actions to workflows, enabling automated user provisioning, reactivation, deletion, and group management directly from your processes.

#45844

New

New Zoom meeting actions for workflows

Added built-in Zoom actions to workflows, allowing you to create, update, and delete meetings.

#45843

New

New SharePoint list and permission actions for workflows

Added built-in SharePoint actions to workflows, enabling you to create and delete list items, search items, and manage permissions without custom web services.

#45842

New

New Google Calendar event actions for workflows

Added built-in Google Calendar actions to workflows, making it easier to create, search, and delete calendar events.

#45841

New

New Outlook Calendar event actions for workflows

Added built-in Outlook Calendar actions to workflows, enabling automated event creation, lookup, and deletion.

#45840

New

Enhanced Customer Sentiment Detection

We’ve improved the Customer Sentiment Detection feature to deliver more accurate results with full multilingual support. Administrators can now fine-tune sentiment evaluation by adjusting predefined ranges or creating custom thresholds. Additionally, sentiment data is now available in data exports, making it easier to analyze trends and leverage insights across reports and external tools.

#44276

New

Smart Assignment engine

Automatically assign requests using AI to match each case with the most suitable agent. Smart Assignment analyzes context, workload, and historical patterns to reduce manual effort, balance workloads, and improve response times from the very first interaction.

#44267

New

Sort Requests by Help Desk

You can now sort requests in My Work and request views by Help Desk, making it easier to organize and manage work across different support groups.

#41193

New

Configurable Date Formats for Web Service Calls and Building Blocks

Added support for selecting different output formats for “Date” and “Date & Time” variables when sending workflow web service calls, making integrations with external systems more flexible and reliable.

#35258

New

Sort Requests by User Location

Easily organize request lists in My Work and requests views by the customer's location, helping teams prioritize and route issues more efficiently.

#4565

Bug Fixes

Minor

Fix for a bug where data exports failed to generate in some cases, blocking users from exporting information.

#47371

Major

Resolved an issue that prevented downloading images attached through the service management action “Add comments” when triggered from a workflow.

#47199

Minor

Fixed an issue where approvals could fail due to absence delegation conflicts. When all approvers are absent, the approval is now assigned to the last approver in the chain instead of failing.

#47139

Minor

Fixed an issue where the reply to value in a workflow creation from an email was not being process correctly. .

#44837

Minor

Fixed an issue where quest progress was not cleared when gamification points were reset to zero.

#13814