Product Update - July 15, 2026

Ask AI Two-Pane Chat — persistent conversation list in the Ask AI chat interface

Ask AI now opens in a desktop-style two-pane layout: a persistent conversation list on the left and the active chat on the right. Employees can switch between past and current threads without navigating away, and the layout adapts to mobile with list/conversation toggling. Streaming responses are isolated per turn so switching threads never mixes replies from different requests.

Use case: A manager researching a policy question can pull up a previous Ask AI thread for context, then start a new one — all without leaving the chat view or losing their place.

Available in: Ask AI → Chat

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Service Desk On-Demand AI Replies — agent-triggered AI drafts instead of automatic pre-drafting

Service Desk admins can now choose On-Demand as the AI reply mode, which means AI generates a draft response only when an agent explicitly clicks "Generate AI Draft" on a specific ticket. Previously, the available modes were Auto-Send and Draft for Review (pre-draft every inbound ticket). On-Demand gives support teams full control over when AI gets involved in a reply — making it easier to reserve AI drafting for the tickets where it adds the most value, rather than queuing up drafts for every inbound request. On-Demand is now the default for new tenants; existing settings are preserved.

Use case: A support team handling a mix of routine and sensitive tickets can let agents decide ticket-by-ticket whether to bring in an AI draft, rather than reviewing AI suggestions for every single inbound request.

Available in: Service Desk → Settings → AI → Reply Mode

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Ideas "This Idea Made It!" Celebration — recognition when an idea reaches implementation, plus a reviewer queue filter

When an idea is moved to the Implemented stage, the idea page now shows a dated "This idea made it!" banner with the implementation date drawn from the audit trail. The original author receives a celebratory email (instead of the generic stage-change notification) and sees confetti the first time they open the implemented idea. For reviewers, a new "awaiting first score" chip and one-click filter surfaces the unscored backlog that was previously only visible as empty rating pills — and the queue shows a clear "all caught up" state once everything has been scored.

Use case: An employee who submitted a cost-saving idea six months ago opens the platform to find a congratulatory email, a banner showing the date their idea was implemented, and a burst of confetti — closing the feedback loop that often goes missing between submission and outcome.

Available in: Ideas → Idea Detail (author view) · Ideas → Review Queue (reviewer view)