Playground, Kinfolk Users and offboarding runbooks

Service Desk

Playground (create, escalate, triage and correct dummy requests) allowing customers to experiment and refine workflows safely, without impacting live requests.

'Kinfolk Users' in User Management — Superadmins can manually select Kinfolk users (or configure through Okta), useful to filter conversations from report view using Requester Type, and to filter who will or won't appear in certain user-selection dropdowns.

Bulk Update Requests — Update multiple requests at once directly from the conversation dashboard.

Runbooks

“Enable Auto activation” toggle is now the single source of truth for whether newly created child or cohort runbooks are automatically activated, across assigning an employee to a runbook or cohort, auto-assigning employees, and creating cohorts.

Offboarding runbooks based on “termination date” or “last working day” as the trigger, supporting the employee journey from hire to retire.

Assignee tooltip — hover over assignees to understand why they've been added to a Runbook, based on HRIS information (location, job title and manager).