What's new at Atomicwork?

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.

You now have more control over list views across the platform.

• Customizable page size — Choose how many records to display per page (25, 50, 75, or 100 rows)
• Resizable columns — Drag column borders to adjust width for a more comfortable reading experience
• Works across Requests, Changes, Approvals, Analytics, and Segments

Adding choices for Dropdown, MultiSelect, Category, and Nested Dropdown attributes no longer has to be one at a time. Copy values from Excel, Google Sheets, or any text source and paste them directly into the choice input field.

• Automatic hierarchy for nested dropdowns — Paste tab-separated or comma-separated data and the nested structure builds itself
• Smart cleanup — Bullet prefixes, empty lines, and duplicates are handled automatically
• Works across Requests, Changes, Assets, and People settings

Learn more →

You can now connect the following integrations in Atomicwork and use them directly in your workflows:

• ADP Enhanced Time — Manage time-off end-to-end including checking balances, applying for leave, routeing approvals, and getting instant updates
• Workday — Look up worker details, check leave balances, and apply for time off
• Cloudflare — Manage notification policies, view alert history, and administer account members

Additionally, Call API is now available as a workflow action for every integration, with authentication is handled automatically using your existing credentials

Your agents can now have their own email signature — personalized, fully customizable, and automatically added to every reply.

You can customise your signature with bold/italic/structured text, links, and even images like logos or avatars. You can also weak the signature for a specific reply before hitting send.

Customise your signature by navigating to Settings > Signature in the left navbar.

Atom now analyzes your conversations every 15 days, identifies topics where deflection is low, and tells you exactly what to do about it. You can also track total conversations, deflection rate, and hours saved across subthemes.

You can access Recommendations under Analytics > Insights.

• Add recommendations — When no article exists for a high-volume topic, a draft is generated from how those requests were actually resolved.
• Edit recommendations — When an article exists but isn't landing, you see what's falling short with suggested changes.

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

Learn more →

When employees open Atom on the portal, they now see starter prompts tailored to their organization.

• Personalized to your knowledge and catalogs: Prompts are pre-generated from your published knowledge articles and service catalogs
• Permission-aware: Prompts are scoped to what each user is allowed to see, with unpublished catalogs and restricted content automatically excluded
• Context-aware for returning users: Repeat visitors see prompts about their active requests first

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

Learn more →

We've introduced Just-In-Time access as part of IGA. Every access request can now carries a duration with auto-expiry and smart reminders to users.

What's new

• Time-bound by default — No more permanent standing access. Every grant carries an expiry.
• One-click extensions — Users get reminders before access is revoked and can request extensions with full context, including usage and risk signals.
• Check your access — Check your access status, expiry dates, or request extensions directly through the Universal Agent on Slack, Teams, or the browser.
• Access grants— View all active grants, approve extensions, revoke access instantly, and export a full audit trail.
• Policy-driven validation — High-risk requests trigger governance checks including prerequisites, existing access rules, and justification requirements.

Learn more →

General requests have now been retired. Every request is now classified as a Service request or an Incident with Atom handling the routing automatically.

• Cleaner taxonomy — SLAs, workflows, attributes, and analytics no longer reference General Requests.
• Auto-classification — Atom determines intent and routes to the right type. In case no relevant catalog item is found, it raises a default Service request or a default Incident.
• Consistent reporting — All filters, views, and exports are now aligned to this model.

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

Learn more →