Product Update - April 11, 2026

Team Queue Mode for Service Desk — ticket queue management without automatic agent assignment

Service Desk teams can now operate in queue mode, where incoming tickets are routed to the team but held unassigned until an agent actively claims one. This is distinct from the existing round-robin assignment model and is designed for workflows where supervisors distribute work, or where agents self-select tickets based on expertise or availability. Each team can independently toggle queue mode on or off, and a new agent dashboard surfaces three parallel views — My Assigned, Team Queue, and Available — so agents always know what's waiting.

Use case: A facilities team receives maintenance requests from multiple buildings. Instead of auto-assigning tickets, the team lead monitors the queue each morning and routes high-priority requests to the right technician before they begin their shift.

Available in: Service Desk → Teams → Queue Mode

---

Shared Key Results in OKR Hub — cross-functional OKR ownership with multiple co-owners

Key results in OKR Hub can now be designated as shared, allowing multiple employees to be listed as co-owners on a single KR. Shared KRs appear on each co-owner's OKR dashboard and all co-owners receive notifications when progress is updated or milestones are reached. Individual KRs continue to work exactly as before — the new shared type is an additive option for teams tracking joint outcomes. Managers and above can create and assign shared KRs; co-owner badges are displayed throughout the objective and key result views.

Use case: A product manager and an engineering lead share ownership of a "reduce time-to-deploy" key result. Both can update progress independently, and both are notified when the metric moves — keeping cross-functional accountability visible without duplicating the objective.

Available in: OKR Hub → Key Results → KR Type → Shared