What's new at Atomicwork?

Get full visibility into your change management process. The Changes report shows you actionable metrics on change volume, cycle times, and performance variance — helping you identify bottlenecks and optimize your release process.

Key metrics:

• Total changes created and average closure time
• Created vs. completed trends (daily, weekly, monthly)
• Unresolved changes breakdown by template, status, type, and priority
• Actual vs. planned duration variance with delay analysis
• Interactive drill-down — click through charts to explore specific change data

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.

Learn more →

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.

Learn more →

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.

Learn more →

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.

Learn more →

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

Learn more →

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.

Learn more →

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.

Learn more →