Product Update - March 10, 2026

Microsoft Teams Notifications for Service Desk — Teams integration for IT help desk and change management

Service Desk now sends rich Adaptive Card notifications to Microsoft Teams channels when tickets are created, updated, or resolved. Notifications include ticket details, priority, and a deep link back to the request — so teams staying in Teams all day no longer have to switch context to track support queues. Channel notifications are configured per business and scoped to specific events, giving admins control over signal vs. noise.

Use case: An IT manager configures Service Desk to post to the #it-support Teams channel whenever a high-priority ticket is opened — the on-call technician sees the card, clicks through, and starts triaging without leaving Teams.

Available in: Service Desk → Settings → Integrations → Microsoft Teams

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Field Service AI Agent — AI assistant for work orders, dispatch, estimates, and invoices

Field Service Suite now includes a dedicated AI agent that understands the full field service workflow. Ask it to look up open work orders, check dispatch schedules, review estimates or invoices, query pricebook items, or surface operational recommendations — all in plain language. The agent can both read data and take write actions, reducing the time spent navigating between screens for routine lookups and updates.

Use case: A field service coordinator asks "Show me all open work orders assigned to technicians in the East region with estimates over $500" and gets a filtered summary instantly, without building a manual report.

Available in: Field Service Suite → Ask AI

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Bookings Waitlist — Space reservation waitlist for fully booked resources

When a desk, room, or shared space is fully booked, employees can now join a waitlist. If an existing booking is cancelled, the next person on the waitlist is automatically offered the spot. Admins can enable or disable the waitlist feature per booking configuration, and waitlist status is visible throughout the booking flow.

Use case: An employee tries to book a conference room that is fully reserved for the day, joins the waitlist, and receives a notification when a slot opens up — without having to keep checking back manually.

Available in: Bookings → Space → [Fully Booked Space] → Join Waitlist

Bookings → Settings → Waitlist