Alloy Navigator 2024: The Fall Release Goes Live!
Visual ticket boards, AI-powered assistance, a revamped Self-Service Portal, and much more—let’s take a closer look at the highlights of the Fall 2024 release of Alloy Navigator!
Visual ticket boards
Rise above tabular data views and get a new perspective on your Service Desk processes! New Kanban-style ticket boards help you visualize progress, streamline tasks and empower your team to resolve issues more efficiently.
- Different views: Visualize critical tasks and track essential assignments with customizable boards based on ticket priority, type, requester, or any custom criteria
- Effortless collaboration: Share your boards with your team or managers to ensure everyone is on the same page
- Interactive workflow: Trigger workflow actions directly from the board and quickly dive into ticket details that require your involvement
- Streamlined ticket flow: Gain insights into task progress and easily spot areas that may need extra attention to keep work on track
All aboard for efficient ticket management! 🦜
AI assistance at your service
Save time and work smarter—leverage generative AI tools integrated throughout your workflows! This release introduces powerful AI features, ready to assist you with every task.
Here are a few examples of how it works:
- AI helps you analyze ticket details, draft a quick response, and expand it into a detailed reply
- AI assists in turning the ticket resolution into a ready-to-use solution for future reference
- AI detects the language of a service request from an international office, translates it into the support team’s preferred language, suggests a tailored response, and then translates it back to the requester
The result? Faster, more efficient resolutions and improved customer satisfaction across global teams.
Explore the built-in AI features, available at every workflow step:
- Summarize: Generate one-click summaries of lengthy descriptions, documents, ticket details, or knowledge base articles
- Improve: Instantly enhance your writing to improve communication and ensure clear, concise responses across all teams.
- Translate: Understand users in any language with automatic translation to English
- Text-to-Speech: Convert descriptions, replies, resolution notes, or any other written text into spoken words for greater accessibility
- Speech Recognition: Dictate your text to Alloy Navigator and let it instantly convert your spoken words into polished text
We don’t just give you the fish—we equip you with the fishing rod! Alloy Navigator empowers you to go beyond built-in AI capabilities by creating custom AI-assisted actions tailored to your unique workflow.
Not a fan of AI? Simply turn it off.
This will disable all AI features and hide them from users.
Revamped Self-Service Portal
A special highlight of this release is the Self-Service Portal. We’ve invested significant effort into it, incorporating the latest trends, customer feedback, and insights from our ongoing developments in other product areas. The new Self-Service Portal excels in every way—it’s user-friendly, fast, beautiful, and much easier to customize! Take a look for yourself.
What’s new for Self-Service Portal end-users?
- Bright, on-brand homepage: The new homepage is vibrant and impressive, with a customizable header image that matches your company’s style and brand. It truly makes a difference!
- Dark mode: We’ve added native dark mode for a more comfortable viewing experience. Users just need to enable it in their profile.
- Convenient forms: All workflow forms—service requests, tickets, equipment reservations—are now faster and more user-friendly. Pop-ups have been replaced with modern slide-outs, providing a more intuitive and seamless user experience.
- Quick search in lists: Finding tickets or equipment is now quicker than ever, thanks to the new filter box at the top of every list.
- More interface languages: We’ve added 16 new languages, bringing the total to 31, making it easier for your global users and customers to engage.
What’s new for Self Service Portal administrators?
Configuring the Self-Service Portal has never been easier—all you need is a browser! We’ve consolidated all customization settings into the Admin Center, retaining existing options while adding exciting new features. Here’s a quick overview.
- Logo, title, and subtitle: Add your logo, title, and a catchy motto that will appear at the top of every page, reinforcing the portal’s identity and consistency
- Homepage header and theme: Customize the large header image on the homepage and choose from a variety of beautiful color themes to match your style
- Languages: Enable additional interface languages to support your global users
- Homepage template, views, and lookups: Customize the homepage layout, adjust columns in list views, and tailor dropdown lookups
- Modules: Hide unused modules to align the portal with your operational needs
- Access: Set up access for internal employees, customers, and anonymous clients
More features to explore
These are just the highlights! This release sets a record with its impressive range of features and enhancements. We hope you’ll appreciate ticket merging, streamlined invoice handling, third-party calendar synchronization, and a massive expansion of the web-based Admin Center—just to name a few.
For a complete overview of all the updates, explore the detailed Release Notes for your product:
We’d love to hear your feedback on the new release! Share your thoughts on LinkedIn or X and help us make Alloy Navigator greater (again 😊).
Happy navigating!
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