A new reporting suite and Training Center instructions

Analytics

New reporting suite — an all-new Reports page, featuring metrics around deflection rate, request volumes over time, customer satisfaction, and more, is now available to all customers. Retains the CSV export from the previous reports page.

Service admin OAuth and impersonate — implemented on the old admin panel: OAuth SSO and impersonate as organization service account.

Service Desk

Agent Training Center — Corrections & Instructions: added a new “Instruction” option when reviewing AI conversations in the Training Center, alongside the existing “Correction,” so reviewers can distinguish between fixing a specific sub-optimal AI response vs. providing a general guiding instruction for future behavior.