What's new at Atomicwork?

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.

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Not every team needs every request type. Now when you create a workspace, you can choose exactly which request types to enable — Service requests, Incidents, Problems, and Changes — with smart recommendations based on your team type.

• IT workspaces get all four request types recommended by default.
• Non-IT workspaces (HR, Legal, Finance, Facilities) get a lighter setup focused on Service requests and Incidents.

Navigation, views, settings, workflows, and Atom's routing all respond to what's enabled on the workspace.

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

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Hit any API endpoint from your workflows

Connected an app but need to do something the built-in actions don't cover? CallAPI lets you make direct API calls to your connected integrations right inside a workflow — authentication is handled automatically using your existing connector credentials.

Currently available for: Okta, Azure AD, Google Workspace, Google Sheets, Google Calendar, PagerDuty, Datadog, and JumpCloud.

Approver reminders

Send reminders to approvers using a scheduled workflow. Find approvals pending longer than a set time and nudge the right people automatically.

Auto-generated descriptions

Trigger and action descriptions now regenerate every time you make a change to a workflow. You can turn it off per node if you prefer manual notes.

Conversation history toggle — In the Classify AI action, admins can now choose whether to include conversation history in classification decisions.

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We've added a host of new integrations to help improve how your apps talk to each other in Atomicwork! You can find them by navigating to Settings > App store (under Integrations).

• JumpCloud — Look up user details, list groups, and check group membership.
• DocuSign — Create signing envelopes, track status, and update or void them.
• Rippling — Create, approve, or cancel leave requests and check leave balances.
• Google Maps — Validate addresses using Google's Address Validation API.
• Outlook calendar — Schedule events directly on a user's calendar from a workflow.

We've improved how Atom learns from Slack — with smarter content filtering, and more accurate citations when Atom uses that knowledge to help your team.

What's improved:

• Better learning — Atom focuses on valuable information and skips speculative or incomplete data from your channels.
• More accurate citations — When Atom references something it learned from Slack, the source is now more precise and trustworthy.
• Enhanced admin controls — Greater visibility into what's been indexed and more control over what Atom learns from.

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

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Need a dashboard tailored to your team's specific KPIs? You can now work with the Atomicwork team to build bespoke dashboards on top of incidents, problems, changes, service requests, and all associated metrics.

Share the metrics you care about and the personas who'll use it, and get exactly the visibility you need — whether it's security incidents, IT ops health, or service delivery.

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

No more adding assets one by one. CSV import for Assets lets you bulk-add your entire inventory in minutes.

How it works:

• Pick an asset type, upload your CSV (or download our ready-made template)
• Columns auto-map to asset fields — just review and tweak
• Pre-import validation catches errors before they land, with a downloadable error file to fix and re-import
• Get an email notification when the import completes
• Track every import — current and past — with full visibility into successes and failures

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The Service requests report gives you a centralized view of how requests move through your workspace — from volume trends to SLA health to user satisfaction.

What you can track:

• Volume & throughput — Created vs. completed requests over time (daily, weekly, monthly)
• SLA compliance — First response and resolution SLAs with hit-vs-miss breakdowns
• Demand insights — Which service items and categories are driving the most requests
• Approval tracking — Spot approval-driven delays before they impact fulfillment
• Satisfaction trends — CSAT scores tied directly to resolution outcomes

Every chart supports drill-down into the underlying request data, filtering by attributes and a CSV export for deeper analysis.
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See exactly how your incident management is performing. The Incidents report shows you response times, resolution trends, SLA compliance, and which incident types create the most noise.

Key metrics:

• Time to first response (median and average)
• Time to resolution and SLA compliance (hit vs. miss)
• Incident age distribution across your workspace
• Most and least reported categories and forms
• Unresolved incidents by status and impact

Use interactive charts to drill down into specific metrics, apply filters, and export results as CSV.

When a request or change is closed, cancelled, or resolved without approval intervention, pending approvals are now automatically marked as cancelled. Approvers receive a notification that their action is no longer required.

What this means for your team:

• No more "Approval Pending" items sitting in approver queues for resolved tickets
• Approval and ticket lifecycles stay fully aligned
• Cleaner queues, clearer intent, and stronger governance

Learn more →