Product Update - May 16, 2026

Location Hours Budget Basis — Scheduled vs. worked hours on the schedule board

The weekly contracted hours budget widget on the schedule board previously calculated usage from scheduled shift duration alone. When employees call out, leave early, or shifts go unfilled, the scheduled figure overstates how much labor was actually spent — leading managers to think they are closer to budget than they are. Each location can now be individually configured with one of three budget basis modes: Scheduled (the existing behavior, tracking assigned shift hours), Timecards (summing approved and pending timecard hours actually worked), or Both (showing scheduled and worked rows side-by-side with independent color coding). The setting is per-location so organizations with different operational needs across sites can configure each independently. Existing locations default to the Scheduled mode, so behavior is unchanged unless an admin opts in.

Use case: A regional operations manager overseeing a high-turnover retail location switches that location to Timecards mode and immediately sees that the team worked 15 hours against a 40-hour budget — not the 28 hours the schedule showed — giving an accurate read before approving additional coverage.

Available in: Shifts & Scheduling → Schedule Board → Location Hours Widget · Admin → Locations → Edit → Budget Usage Basis

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AI App Routing for Cases — Automatic ticket routing to the right app or team

When a case is submitted to the Service Desk, the AI triage engine now identifies which application or functional area the request belongs to — Payroll, Leave Management, Training, IT, HR, and so on — and stores that classification alongside the case. Assignment rules can now include an app or area condition, so tickets route to the correct support team without an agent needing to read, recategorize, and forward them manually. The classification is drawn from the full list of active apps in the platform, keeping routing logic consistent as the app catalog evolves. If the AI suggests an unrecognized category, it is silently dropped rather than applied, preventing misroutes from model drift.

Use case: An employee submits a ticket asking why their last paycheck was short. The AI identifies it as a Payroll case, and the assignment rule for Payroll routes it directly to the compensation team — bypassing the general IT queue entirely.

Available in: Service Desk → Admin → Case Assignment Rules → App/Area condition

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CSV Import/Export for Case Assignment Rules — Bulk manage routing rules via spreadsheet

Case assignment rules — which determine how incoming tickets are routed to agents and teams based on category, priority, keyword, and now app classification — can now be exported to a CSV file with a single click, edited in any spreadsheet application, and imported back. The import upserts rules by name, so existing rules are updated in place and new rows are added without duplicating entries. Per-row errors and warnings are surfaced after import rather than halting the entire upload, making it straightforward to fix individual issues without starting over. This replaces the previous one-at-a-time form workflow for organizations that need to configure or reorganize a large number of routing rules at once.

Use case: An IT operations team inheriting a new MangoApps instance sets up 30 routing rules by preparing a spreadsheet offline and importing it in one step, rather than creating each rule through the admin form individually.

Available in: Service Desk → Admin → Assignment Rules → Export / Import