Product Update - May 05, 2026

Service Desk Ticket Transfer to Team — route support tickets to a team queue, not just a person

Service Desk tickets can now be transferred to another team's queue — not just to a specific agent. When a ticket needs to move from IT to HR, or from Tier 1 to Network Ops, agents select "Team queue" in the transfer modal, pick the destination team, and the ticket resets to queued status in that team's inbox with an automatic internal note and team notification. Previously, agents had to guess who to assign it to within the destination team, which led to dead ends whenever that person was unavailable.

Use case: An IT agent receives a payroll access issue, recognizes it belongs to HR, and transfers it directly to the HR support team queue — where any available HR agent can pick it up without a back-and-forth handoff.

Available in: Service Desk → Ticket → Transfer

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Service Desk KB Hub Import — bulk import knowledge base articles from a hub or index page

The Service Desk Knowledge Base now supports a third import mode: "All pages linked from this URL." Admins paste any hub or collection page — such as a Scribe collection, a SharePoint index, or an internal wiki landing page — and the system discovers all outbound links, categorizes them by domain, and presents a review screen before importing. Selected URLs each become their own fully crawled and embedded KB entry. The import cap has been raised to 250 pages per run. This is distinct from the existing subpath import mode and is designed for curated collections where articles live across sibling URLs rather than a shared path prefix.

Use case: A support admin pastes a Scribe collection URL containing 40 how-to guides — the system discovers all linked articles, the admin selects the relevant ones, and the full KB is populated in a single submit rather than one entry at a time.

Available in: Service Desk → Knowledge Base → New Entry → Import Mode

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Safety Hub Mobile Manager Workflows — manage safety incidents, observations, and toolbox talks from a phone

Safety managers can now complete their full workflow from the mobile app. The mobile Safety Hub now includes a Mine / My Team scope toggle (defaulting to Team for managers), the complete incident investigation flow (assign investigator, record OSHA/WCB recordability, close), observation follow-up completion, toolbox talk scheduling and state transitions (start, complete, cancel), and a read-only certifications oversight view. Previously, mobile access was limited to reporting and viewing items the user personally submitted; managers had to switch to a desktop to investigate or take action.

Use case: A floor manager receives a safety incident notification on their phone, opens it in the mobile app, assigns an investigator from their team, and marks the OSHA recordability status — all without going back to a desktop.

Available in: Incident Reporting & Safety Hub → Mobile App → Safety Hub