Product Update - February 21, 2026

Coverage Autopilot for Shifts — AI-powered shift coverage gap detection and escalation

Coverage Autopilot is a new AI-driven feature within Shift Marketplace that continuously monitors upcoming shifts, identifies at-risk coverage gaps, and takes automated action to fill them. When a shift is flagged as at-risk, the system sends coverage offers to qualified employees and escalates remaining unfilled gaps to managers — all without manual intervention. This is especially valuable for operations teams that manage large frontline workforces where last-minute absences and coverage shortfalls are a constant challenge.

Use case: A healthcare manager no longer needs to scramble when a nurse calls out — Coverage Autopilot detects the gap, notifies eligible staff with a coverage offer, and escalates to the manager only if no one claims it in time.

Available in: Shift Marketplace → Shifts & Schedules → Coverage Autopilot

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Service Desk Problem Management — root cause tracking and known error management for recurring issues

Service Desk now includes a dedicated Problem Management module that gives support teams a structured way to address recurring incidents at the root cause level. Agents can create Problem Records, document investigation entries, record root causes, and publish known errors that the wider team can reference. Problems can be linked to related incidents and change requests, providing full traceability across the support lifecycle. This closes the gap between reactive ticket resolution and proactive service improvement, which is a common need for IT and operations teams managing complex environments.

Use case: An IT team notices the same network issue generating a wave of tickets each month — they open a Problem Record, conduct a root cause investigation, publish a known error with a workaround, and link all related incidents so the pattern is fully documented when the fix goes into a change request.

Available in: Service Desk → Problem Management