What's new at Atomicwork?

When someone replies with a thank-you to a closed or resolved request, Atom recognizes it and handles it intelligently. You choose the action: reopen the request or create a new ticket.

What's happening behind the scenes:

• Atom identifies thank-you messages and skips follow-up actions
• Configurable independently for closed and resolved states
• Parent-child linking keeps conversations organized
• Notifications flow through email, Slack, or Teams — wherever your team is

Your workflows are now more reactive and flexible.

• Tag changes as triggers: Trigger workflows when tags are added, changed, or removed — and access both the old and new tag values in your workflow logic.
• Update incident forms automatically: Update any incident form attribute directly from your workflows. No more manual updates — your automations now have full control to modify incident details based on conditions and logic.
• Reassign approvers on the fly: You can use the new "Manage Pending Approvals" action to dynamically reassign approvers based on conditions, team availability, or custom logic.

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Admins can now define what information appears when your team hovers over a user's name. Choose up to seven attributes, drag them into your preferred order, and see real-time previews.

This works with all attributes, including multi-select tags, manager references, and location.

Need to attach a document, screenshot, or video? The File attribute now works across requests, changes, and forms, syncing seamlessly whether you're uploading from Slack, Teams, or the portal.

What you can do:

• Upload images, PDFs, videos, and more from any channel
• Attach files to custom form attributes
• Filter requests and changes by file presence
• See a complete audit trail of all attachments

Supported formats: JPG, JPEG, PNG, GIF, PDF, CSV, HTML, TXT, MP4.

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Incidents and Service requests have their own dedicated view groups in your left navbar. This means faster navigation to the request type you need, with relevant filters and exports that respect the request view.

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Use the Previous and Next buttons on the Change details page to jump between changes in your list. One less click to keep your workflow moving.

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We've introduced Atom's intelligent reasoning to the email channel helping resolve email requests faster by understanding context, disambiguating catalog selections, and automatically filling out forms.

What's new:

• Email conversations stay workspace-scoped, so shared inboxes only search relevant knowledge
• Smart form filling for service requests and incidents
• Support for inline images and Wikipedia-style source citations

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We've improved email handling to automatically deduplicate incoming emails. Emails are checked to ensure only one request is created where possible, reducing noise and duplicate work.

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Insights just got more powerful with two new enhancements that improve visibility and analysis.

What’s new

• Underlying data view to explore the raw data behind any insight
• User segment filters to analyze performance by specific user groups

With these, admins and analysts can better understand their metrics and make more informed, targeted decisions.

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Atom now supports multilingual voice interactions on the portal or browser, making it easier for global teams to communicate naturally. Users can speak to Atom in their preferred language and receive responses in the same language.
​What's new

• Automatic language detection
• Support for 25+ languages
• Clear fallback to English when a language isn’t supported

We hope this makes Atom more inclusive and accessible, helping teams work comfortably across regions and languages. Learn more about multilingual voice support.