Product Update - July 02, 2026

Practice Hub — AI roleplay practice for frontline and soft skills training

Practice Hub is a new app that lets employees rehearse real workplace situations — de-escalation moments, difficult one-on-ones, service recovery conversations, job interviews — against an AI persona that plays the other person. At the end of each attempt, employees receive a scored rubric with per-criterion feedback. Managers can author scenarios peer-style or through a guided builder, review AI-generated scorecards, and override scores where judgment calls are needed. The app integrates with Ask AI so employees can ask for coaching without leaving the platform.

Use case: A retail team lead authors a "handle an upset customer" scenario; new hires practice it independently before their first shift, and managers review scored attempts to identify who needs additional coaching before going live.

Available in: Practice Hub → Scenarios → Start Practice

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On-Call Incident Collaboration — comment, transfer, escalate, snooze, and link incidents from one page

The on-call incident detail page now supports five new actions so responders can manage and communicate about an incident without switching tools. A comment and activity thread captures freeform notes alongside system-generated entries for every state change. Transfer moves the incident to a different on-call pool and immediately notifies that pool's staff. Manual severity escalation steps up the incident tier and re-pages responders at the new severity level. Snooze silences repeat pages for a configurable window when the team needs heads-down time. Incident linking lets responders connect related incidents bidirectionally so on-call staff can see the full picture at a glance.

Use case: A DevOps engineer responding to a database alert snoozes repeat pages for 30 minutes, escalates severity when a second service fails, and links the two incidents together — giving the entire team a shared view of the cascading outage.

Available in: On-Call Management → Incidents → Incident Detail

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Service Desk Bulk Delete — remove multiple tickets at once from the admin All Tickets view

Admins, super admins, and help desk managers can now select multiple tickets using the existing checkbox and select-all controls in the All Tickets list and delete them in a single action. A confirmation prompt prevents accidental deletions. Tickets that cannot be deleted (resolved, closed, or cancelled) are skipped automatically, and the result summary reports how many were deleted versus skipped.

Use case: An IT admin clears a backlog of duplicate or test tickets created during a platform rollout — selecting all and deleting in one click rather than opening each ticket individually.

Available in: Service Desk → Admin → All Tickets → Bulk Actions