Flexible owning teams and a new 'Waiting for you' status

Runbooks

Owning teams updates: Admins (not just super admins) can now update owning teams, managed directly within Runbook Settings and Create Runbook views, with a simplified and consolidated experience.

Analytics

Multi-select request status filtering — You can now filter requests by multiple statuses at once.

Service Desk

New “Waiting for you” status — automatically applied when a submitter responds to a request that was waiting on them, or when a closed request is reopened by a submitter reply.

Workflows

New agent builder iteration — generate agent workflows directly from chat-based inputs, with improved error validation and general UX improvements.