What's new at Atomicwork?

Managing users often means piecing together access, ownership, and history from several different screens. We've put it all in one place.

What's new:

Workspace-level visibility — Workspace agents and admins can now view user profiles within their own workspaces, with information and tabs scoped to what's relevant to them.

Configurations — Workspace admins and org admins can see a user's platform access, the approval policies they're part of, and the applications they own, directly from their profile.

User Activities — Every change to a user's profile is now available to admins in one place: role updates, group changes, and other edits, with a clear history of what happened and when.

No more switching browser tabs to answer "what does this person have access to" or "what changed on this account." It's all on the profile.

Import custom object records via CSV

Live since Aug 20, 2026

What it is — You can now bulk-import records into a custom object using a CSV file, instead of creating them one at a time.

Why it matters — Custom objects are only useful once the data's actually in them. CSV import means you're not stuck manually re-entering existing data to get started.

How it works — From any custom object, use Import → CSV.

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Agents now see their own tickets the way requesters do

Live since Aug 19, 2026

What it is — When an agent files a ticket for themselves — a laptop request, an access ask — they now view and interact with it through a requester-only lens, separate from the agent tools they use on tickets they're assigned to work.

Why it matters — Agents are IT staff, but when they're the one asking for something, they shouldn't have to sift through agent-only tooling meant for tickets they're resolving, not filing.

How it works — Applies automatically as of Aug 19.

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ADP joins the list of supported user sync sources

Live since Aug 19, 2026

What it is — Atomicwork now supports ADP as a source for syncing user identity data, alongside Azure AD, Okta, JumpCloud, Workday, Rippling, and Slack.

Why it matters — If ADP is your system of record for employee data, you can keep Atomicwork user records current without a manual import or a workaround through another connected tool.

How it works — Connect ADP under Settings → Integrations → User Sync.

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MCP Store: connected-instance view, CrowdStrike server, and easier browsing

Live since Aug 19, 2026

What it is — The MCP Store now shows which MCP servers are already connected to your instance, adds a new CrowdStrike MCP server, displays provenance badges on each listing, and supports sorting by category.

Why it matters — As the number of available MCP servers grows, finding the right one and knowing what's already connected matters as much as the servers themselves.

How it works — Browse the MCP Store under Settings → Integrations → MCP Store.

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Sync and manage JumpCloud devices as assets

Live since Aug 19, 2026

What it is — JumpCloud is now supported as an asset source — device records sync automatically, and you can trigger remote actions on JumpCloud-managed devices directly from Atomicwork.

Why it matters — If JumpCloud manages your device fleet, this closes the gap between what JumpCloud knows about a device and what your service desk can act on.

How it works — Connect JumpCloud under Settings → Integrations → Assets.

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Asset details, reorganized

Live since Aug 19, 2026

What it is — The asset details page moved to a full-page layout, with a new Linked Requests tab showing every request tied to that asset, and actions consolidated into one place instead of scattered across the page.

Why it matters — If you're troubleshooting a device, seeing every request linked to it in one tab beats piecing it together from memory or search.

How it works — Live as of Aug 19. No setup needed.

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Views, filters, sort, and columns now available on every list

Live since Aug 18, 2026

What it is — Assigned to me, Requested by me, Mentioned, and Followed lists now support the same Views, Filters, Sort, and Columns controls available elsewhere in the product.

Why it matters — These lists get checked constantly, and they were the last ones missing the controls you already rely on everywhere else.

How it works — No setup required — the controls appear automatically.

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Clone more than just requests

Live since Aug 18, 2026

What it is — Cloning now extends to change templates, catalogs, custom forms, SLAs, business hours, approval policies, global approval policies, and verified answers.

Why it matters — Building configuration from scratch every time you need something close to an existing setup wastes time. Now you can start from a copy instead.

How it works — Look for the Clone action on any of the object types listed above.

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A Kanban board view for requests

Live since Aug 18, 2026

What it is — Requests can now be viewed and managed as a Kanban board, alongside the existing list view.

Why it matters — Some teams think in stages, not rows. This gives them a view that matches how they actually work a queue.

How it works — Switch to Kanban from the view selector on any request list.

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Your AI coworkers just got more capable — and more manageable

Live since Aug 17, 2026

What it is — A set of upgrades to Atomicwork's AI workforce: coworkers can be scheduled to wake up and run tasks, actions they take are labeled "on behalf of" the requesting user, each coworker gets a reporting manager for oversight, they support bring-your-own MCP connections, retain memory across conversations, support code-based tool controls, and admins can choose which model powers a coworker — including Gemini and Fusion.

Why it matters — As AI coworkers take on more real work, you need the same basics you'd expect from any hire: oversight, accountability, and control over how they operate. This gives admins the governance layer that makes scaling AI coworkers safer, without slowing down what they can do.

How it works — Configure scheduled wake-ups, reporting managers, and model selection from AI Coworker settings. Memory and "on behalf of" labeling apply automatically once enabled.

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Atom's Slack conversations now live where you already are

Live since Aug 11, 2026

What it is — Atom conversations that used to branch off into a separate thread now continue in your existing DM thread with Atom, the same way a conversation with a colleague would.

Why it matters — Jumping between threads to keep a conversation going added friction that had nothing to do with getting your issue resolved. Keeping it in one thread means less hunting for context.

How it works — Applies automatically to all Slack-connected workspaces. No setup needed.

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Cleaner sync log, manual sync, and a persistent footer on source pages

Live since Aug 11, 2026

What it is — Source sync pages — for user, asset, and knowledge sources — got a cleaner sync log, an on-demand manual sync option, and a persistent footer so key actions stay visible while you scroll.

Why it matters — Small friction in a page you check often adds up. This makes checking sync status and triggering a resync faster.

How it works — No setup required.

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Jump between custom object config and records faster

Live since Aug 4, 2026

What it is — Custom objects now have a quicker path between the configuration screen and the records themselves, instead of navigating through separate menus.

Why it matters — If you're actively building out a custom object, bouncing between "define the fields" and "see the data" used to cost more clicks than it should.

How it works — No setup required.

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Three new self-hosted MCP servers: Azure Cloud Ops, Jamf, and Okta

Live since Jul 31, 2026

What it is — Self-hosted MCP servers for Azure Cloud Ops, Jamf, and Okta, so you can connect these systems to any MCP-compliant AI client, including Atom.

Why it matters — MCP is becoming the standard way AI tools connect to external systems. These three servers let your AI assistant act on cloud infrastructure, device management, and identity directly, without switching tools.

How it works — Hosting and connection steps vary by server.

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New workspaces now sync users from multiple sources by default

Live since Jul 30, 2026

What it is — Every new Atomicwork tenant is now provisioned with multi-source user sync enabled by default, so a single user profile can pull from more than one identity source out of the box.

Why it matters — Most IT teams don't run identity out of a single system. Defaulting to multi-source sync means new workspaces don't need extra configuration to reflect that.

How it works — No setup needed for new tenants. Existing tenants can enable this manually — see "Sync one user profile from multiple sources" below.

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Bring your Guru knowledge base into Atomicwork

Live since Jul 28, 2026

What it is — A new integration that connects Guru as a knowledge source, surfacing Guru cards alongside your other knowledge content.

Why it matters — If your team already maintains documentation in Guru, you don't need to duplicate it in Atomicwork to make it available to agents and Atom.

How it works — Connect Guru under Settings → Knowledge → Sources.

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Scope custom objects to specific workspaces

Live since Jul 21, 2026

What it is — Custom objects can now be scoped to a specific workspace instead of applying globally across your entire instance.

Why it matters — Not every custom object belongs everywhere. Scoping keeps a workspace's data model relevant to that workspace, instead of exposing objects meant for one team to everyone.

How it works — Set the workspace scope when creating or editing a custom object.

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Control how Atom responds, channel by channel

Live since Jul 16, 2026

What it is — Admins can now set one of three response modes for Atom on a per-Slack-channel basis, instead of one setting for the whole workspace.

Why it matters — How much you want Atom jumping into a conversation in your IT help channel is different from how much you want it in a general team channel. This gives you that control.

How it works — Set the response mode under the channel's Atom settings in Slack.

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Atom's reasoning in Slack is easier to follow

Live since Jul 16, 2026

What it is — When Atom is working through a response in Slack, its reasoning now streams in a more consolidated way instead of appearing as scattered fragments.

Why it matters — Watching an answer come together shouldn't feel choppier than just waiting for the final response.

How it works — No setup required.

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Approve and reply to Atom, right inside Teams

Live since Jul 14, 2026

What it is — Approvals and replies in Microsoft Teams no longer require a trip to the Atomicwork portal — you can now handle them inline, in the same message thread.

Why it matters — Every approval that requires switching apps is a chance for it to sit unread. Keeping approvals inline means faster turnaround on access requests, changes, and other approval-gated work.

How it works — Applies automatically to Teams-connected workspaces. No setup needed.

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Sync one user profile from multiple sources

Live since Jul 10, 2026

What it is — A single user profile can now pull data from more than one sync source — for example, Azure AD for identity and Workday for org data — instead of being limited to one source per user.

Why it matters — Most IT teams don't keep all employee data in one system. This lets Atomicwork reflect that instead of forcing a single source of truth that doesn't exist in reality.

How it works — Configure additional sync sources under Settings → User Sync.

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Custom objects are now live on all accounts

Live since Jul 2, 2026 (rolled out to sandboxes Jun 17)

What it is — Custom objects — a way to model data structures specific to your business, beyond the built-in request, asset, and user types — is now live on all production accounts.

Why it matters — Not every process fits neatly into a ticket or an asset. Custom objects let you define your own — software licenses, vendor contracts, whatever your workflows need — and build views, workflows, and automations around them the same way you would for any built-in object.

How it works — Create your first custom object under Settings → Custom Objects.

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Your user profile pages, rebuilt

Live since Jun 23, 2026 (enhanced Jul 8)

What it is — The user profile page had a full redesign in late June, followed by a round of enhancements on Jul 8 — reorganized information, updated navigation, and clearer access to related requests and assets.

Why it matters — The old layout buried information agents and admins reference constantly — this reorganizes it around what you actually look up.

How it works — Nothing to configure. Give it a look next time you're checking a user's history.

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The App Store is now organized by category

Live since Jun 17, 2026

What it is — The App Store now groups available integrations and apps by category instead of a single flat list.

Why it matters — Browsing for what you can connect is easier when things are grouped by what they do.

How it works — No setup required.

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A new home for our developer docs

Live since Jun 16, 2026

What it is — An upgraded developer documentation site at developers.atomicwork.com, covering the API, webhooks, and now the MCP Server.

Why it matters — If you're building against Atomicwork's APIs or MCP Server, the docs are easier to navigate and more current than the previous version.

How it works — Visit developers.atomicwork.com.

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Google Workspace and JumpCloud now supported as identity providers for IGA

Live since Jun 12, 2026

What it is — Atomicwork's Identity Governance & Administration (IGA) module now supports Google Workspace and JumpCloud as identity providers, alongside existing options.

Why it matters — If your access governance runs through Google Workspace or JumpCloud, you can bring that into IGA policies and entitlement reviews without a workaround.

How it works — Add Google Workspace or JumpCloud as an IDP under Settings → IGA → Identity Providers.

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Notion is now a supported knowledge data source

Live since Jun 8, 2026

What it is — Notion pages and databases can now be connected as a knowledge source, surfacing alongside your other documentation.

Why it matters — If Notion is where your team actually keeps documentation, this saves you from re-hosting it elsewhere just to make it searchable in Atomicwork.

How it works — Connect Notion under Settings → Knowledge → Sources.

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See how conversations turn into requests — and how many get deflected

Live since May 28, 2026

What it is — A new analytics view showing the flow from conversation to request, alongside usage and deflection metrics — how many issues Atom resolves without a ticket ever being created.

Why it matters — Deflection is one of the clearest signals that AI is actually reducing load on your team, not just adding another interface. This gives you the number, not just the feeling.

How it works — Available under Analytics → Conversations & Requests Flow.

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Jamf, Kandji, and Intune assets now sync with their full attribute set

Live since May 27, 2026

What it is — Assets synced from Jamf, Kandji, or Intune now bring over their complete set of attributes, not a limited subset. If you use any of these integrations, you may see new fields populated on existing assets.

Why it matters — Partial data meant gaps in reporting and audits. Full ingestion closes that gap — but if you built filters or reports around the old limited field set, it's worth a quick check that they still reflect what you want.

How it works — Review any saved asset filters or reports if you rely on Jamf/Kandji/Intune data — new fields are now available to filter and report on.

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User exports now include workspace-level roles

Live since May 26, 2026

What it is — Exporting your People/User list now includes each user's workspace-level role, not just their global role.

Why it matters — If you manage access across multiple workspaces, this was the detail missing from exports before — you had to check each workspace individually.

How it works — Export as usual from the People page — the new column appears automatically.

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A few quality-of-life improvements to IGA

Live since May 20, 2026

What it is — You can now delete an application in IGA, jump straight from the Grants view to the linked request, and see a user's last-logged-in date.

Why it matters — These are small, but they're the kind of thing you reach for constantly during access reviews.

How it works — No setup required.

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A more consistent layout across Analytics

Live since May 18, 2026

What it is — Analytics pages now use full-width layouts and a unified filter bar, matching the design used elsewhere in the product.

Why it matters — Switching between reports shouldn't mean relearning where the filters are each time.

How it works — No setup required.

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Audit logs: time-based filtering, CSV export, and login/logout tracking

Live since May 12, 2026

What it is — Audit logs now support filtering by time range, exporting to CSV, and tracking login/logout events.

Why it matters — Audits and investigations need a specific window of activity, not the entire history — and being able to export it makes that usable outside the product too.

How it works — Apply a date range or export from the Audit Logs page.

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Jump straight to the latest comment or activity

Live since May 7, 2026 (extended to change and problem records May 13)

What it is — A "Jump to Latest" control that takes you straight to the newest comment or activity on a request — now extended to change and problem records as well.

Why it matters — Scrolling through a long history to find the most recent update wastes time on tickets that have been open a while.

How it works — No setup required.

A UI update across Service Requests, Incidents, Changes, Problems, General Requests, and Major Incidents:

One status switcher — replaces the old "Mark Resolved" button. Agents and employees now view and switch between any status from the same place.

Cleaner reply box — your cursor starts above the signature, not buried below it.

Wider layout on large screens for easier reading.

Tidier details panel and tabs with icons for faster scanning.

​What it is — We're rolling out identifier-based deduplication for hardware assets. When more than one tool reports the same physical device — say Kandji and an Atomicwork Discovery scan both pick up the same MacBook — Atomicwork now merges them into a single asset record, with every contributing source listed on it.

Why it matters — Without this, every integration creates its own record for each device, so it shows up as two or three separate assets. That inflates your asset count, splits lifecycle history across records, and makes audits and license tracking harder than they should be.

Now you get one accurate record to assign, ticket, and report on, pulled together from Intune, Kandji, Jamf, Azure AD, Atomicwork Discovery, and manual/API/CSV additions.

How it works — Matching runs automatically, using shared hardware identifiers to confirm two records belong to the same device.

Note: If you're importing assets via CSV, import before connecting your integrations to avoid duplicate rows.

​Learn more
​

1. Bring your own MCP client
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​What it is — The Atomicwork MCP Server lets you connect Atomicwork to any MCP-compliant client and build on our APIs.

Why it matters — MCP is becoming the standard way AI tools connect to external platforms. This means you're not limited to the Atomicwork interface to get things done.

You can ask your AI assistant, like Claude for instance, to pull up your open tickets, summarize what's pending, or even mark a completed request as resolved, all without switching tools.

How it works — Head over to the MCP documentation here to get started.

​​2. Sign in with JumpCloud SSO
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​What it is — Atomicwork now supports SAML 2.0 single sign-on with JumpCloud. Your team signs in with their existing JumpCloud credentials – no separate Atomicwork password – and access is managed through JumpCloud groups.
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​Why it matters — One less password to manage, one less place credentials can leak, and access control that lives where your identity policies already do.
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​How it works — Admins can set it up in Settings → Security → JumpCloud SSO. Note that only one SSO provider can be active per tenant at a time.

3. A cleaner way to compose

What it is — A revamped composer across Request, Service Request, Incident, Change, and Problem detail pages – cleaner, denser, and faster to compose.

Why it matters — The old composer's fixed toolbar and stacked attachments ate up space and slowed you down mid-reply. This redesign clears that clutter without losing any functionality.

What's changed —

• Reply/Note is now a segmented control with icons instead of tabs.
• Formatting tools live in a floating bubble toolbar that appears when you select text.
• Attach, emoji, URL, request summary, and canned responses are consolidated into one '+' icon dropdown next to Ask Atom.
• Send is now an explicit labeled button.
• Broadcast sits next to Ask Atom in the bottom toolbar.
• Attachments scroll horizontally with an arrow-based navigation instead of stacking vertically.

1. New sort experience

What it is — We've replaced the single-field sort dropdown with multi-column, drag-to-prioritize sorting across every list view — Requests, Changes, Assets, and People profiles. Click any column header for instant sort, or open the Sort Panel for up to 5 rules with drag-to-reorder precedence.

Why it matters — Sorting by one field and eyeballing the rest doesn't scale once a queue gets busy. Now you can sort by agent name (alphabetical) and urgency (logical – high > medium > low), in the order that matters to you — and you can reuse it through the URL, in saved Views, and across modules.

How it works — Click a column header to sort, click again to flip direction, a third time to clear. For multi-column control, open the Sort icon, add rules from a searchable field list, and drag to set precedence. A locked default sort always sits as the lowest-precedence tiebreaker, so a list is never unsorted. The old "sort_order=..." links auto-upgrade on load — nothing breaks.

2. Three new filters in request attributes

What it is — Follower, Approver, and any short text custom field are now available as filters across your request list views, alongside the filters you already use.

Why it matters — Teams track a lot beyond status and priority — who's watching a request, who needs to sign off, or a custom field specific to your workspace. You no longer need to scan the list manually.

How it works — Click + Add filter → Request attributes, then search for Follower, Approver, or any short text field. Combine with your existing filters the same way you always have, and save the combination as a View for one-click reuse.

1. New improved major incident management

What it is — Major incident management has been rebuilt end-to-end: AI-clustered or manually proposed incidents, admin approvals, promote/demote with automatic linking and SLA recalculation, and notifications across Slack, Teams, and Email.

Why it matters — You now get a structured framework for the major incident lifecycle. We've added governance, visibility, and auditability from proposal to resolution.

How it works — Admins review and approve proposals from a new Acknowledgements view (or directly from Slack/Teams via UAG), requesters track their own incidents in Proposed by Me.

Any incident can be promoted or demoted, with child/incident linking, specific SLAs, and a full audit trail applied automatically.

Major incidents are now globally searchable, filterable in Performance Analytics, and available as an is_major_incident filter for workflows, SLA policies, and reporting.

​Learn more →

2. Employees can now raise change requests

What it is — Employees can now submit Change requests directly — previously limited to agents and admins — with accurate requestor mapping and status visibility.

Why it matters — Employees had no self-service path to request a change. This closes that gap.

How it works — Admins enable "raise change" per template, scoped to user segments, with per-attribute requester permissions (view/edit/required).

Employees raise changes via Create → Raise a change in the portal (Slack/Teams/UAG coming soon), and track them via Spotlight search or the new Changes tab.

They can view and edit permitted fields and post public replies, but can't manage stages, tasks, or private notes.

​Learn more →

1. Trusted email domains

What it is — You can now define a list of trusted domains for your email channel. Senders from those domains are created as Employees automatically.

Why it matters — Without domain-level controls, every inbound email, including spam and unknown external senders, creates a new user and a new request. This new update draws a clear boundary between your workforce, known partners, and unwanted noise.

How it works — To set it up, admins can go to Settings, select Security, and go to the Email domain access tab.

Add one or more trusted domains (e.g., acme.com) to create those senders as Employees.

For everyone else, choose a fallback: Add as Guest or Ignore email.

Remember: Subdomains aren't inherited (e.g. acme.com won't cover support.acme.com), and all senders are allowed by default until you configure this.

2. Multiple Application Owners in Access Management

What it is — You can now assign multiple owners to an application in Access Management.

Why it matters — Some applications are managed by more than one person, and approvals need to be handled by that group rather than a single owner.

How it works — Admins can add multiple application owners in one go, and create a policy for the application owners group, so approvals are managed collectively.

3. Allowed Hosts for API Credentials (formerly Webhook Credentials)

What it is — Webhook Credentials are now called API Credentials, and you can restrict which hosts a credential is allowed to be used with.

Why it matters — Without host-level controls, credentials can be used anywhere—creating a security loophole if a credential is ever leaked.

How it works — When adding credentials, admins can define a list of allowed hosts, and the credentials will only work with those hosts. The default allows all hosts, so nothing breaks. You can tighten it further by adding more restrictive hosts as needed.

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 →