Your service desk requests – incidents, problems, changes, or even service requests – don't exist in a vacuum.

Now you can link them to each other to mark the association between them. These could be "caused by", "parent of", "relates to", and more.

When a firewall update (change) causes a VPN outage (incident), anyone who opens either request gets the full picture.

Here's a quick walkthrough of Request Associations:

​Learn more →

Agents can now mark themselves as away — either for a fixed duration or indefinitely — and tickets will automatically route to someone available.

Nothing lands in your queue while you're having a moment to decompress or out on vacation. Just set a timer for when you plan to be back or manually set yourself as available when you return.

​Learn more →

Same platform, new look

Atomicwork got a complete visual overhaul — a new two-level navigation that gives every module room to breathe, and a dynamic theming engine that lets you make it yours.

• Redesigned navigation — A persistent rail for modules, a second layer for sections, and hover-to-peek so you never lose your place
• Personalized theming — Pick an accent color or start from one of six curated presets
• Reorganized settings and unified workbenches — Everything consolidated into a clean hierarchy across Knowledge, Workflows, Catalogs, Skills, and Approvals

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Build automations by describing them

You no longer need to define workflow logic, branching rules, or trigger configurations to build a workflow. Just describe what you want in plain English, and Atom builds it for you — complete with triggers, conditions, and actions.

• Describe your workflow conversationally and Atom translates your description into a fully configured workflow
• Tweak, extend, or simplify the generated workflow after creation
• Works across incident routing, service requests, approvals, notifications, and more

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Let AI write your workflow code

Atom can now also write code within workflows, with your service management and connected apps context. Technical tasks that previously needed a developer — writing a custom integration, building a script, automating a multi-step process — can now be handled conversationally.

• Context-aware code generation that understands your Atomicwork environment
• Iterative refinement to revise code without starting from scratch
• Scripts, integrations, and custom logic generated from natural language

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Arrange your dashboard, your way

You can now rearrange and resize widgets on your analytics dashboards to build the view that works best for you.

• Drag-and-drop widgets — Rearrange charts, tables, and tabs by dragging them anywhere on the grid.
• Persistent layout — Your customized layout is saved automatically across sessions
• Works across all reports — Insights, Atom Performance, Request Reports, Survey Reports, Ticket Aging, and Performance

Note: Reach out to your CSM to get this enabled for your account.

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Spot what matters with treemap charts

The Insights report now features a treemap chart to showcase your themes and subthemes. Data is displayed as nested, proportionally-sized rectangles — the bigger the block, the bigger the value — making it easy to instantly spot what needs attention.

You can instantly see which categories dominate without scrolling through tables and hover over any block to see the exact count, percentage, and label.

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Atom moves from a single chat thread to a full portal experience inside Teams, with dedicated tabs for Chat, Notifications, and Approvals.

Atom in Teams now includes:

• Threaded conversations with full history
• A dedicated Notifications tab that pushes to your Teams Activity feed on desktop and mobile
• A first-class Approvals tab so your team can manage all pending approvals in one place
• Personalized prompts based on your org's knowledge base and catalogs

Your employees get a cleaner, more organized experience compared to the single chat thread they've been using.
​Learn more →
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Note: Reach out to your Atomicwork CSM to learn more. We're happy to walk you through the update.
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You can now have better conversations, smarter screen sharing, and more natural interactions with Atom.

• Atom understands when you're still thinking or building up a complex question, so it waits for you to finish before responding.
• Atom only describes what's actually on screen right now, and if it can't clearly see something, it says so instead of guessing.
• It now recognizes names and keywords accurately across languages — so whether your team speaks Hindi, Spanish, or Japanese, voice interactions stay consistent and reliable.

Building out your service management setup is never really "done" — and it shouldn't have to be. With Sandbox, you can continuously refine your workflows, forms, catalogs, SLAs, and more in a safe sandbox environment, then promote to production only when you're confident everything works as expected.

• Migrate key configurations together — Workflows, forms, catalogs, SLAs, approval policies, knowledge sources, business hours, and more can all be configured and promoted in one go.
• Post-promotion summary — Receive an email detailing exactly what was migrated and anything that needs attention.
• Fully isolated — Nothing in sandbox affects production until you explicitly promote, so you can experiment freely.

Learn more about the Sandbox →

Note: Reach out to your CSM to get this enabled for your account.