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HelpMatics™ V19

HelpMatics™ V19 – available NOW

Here you will find all the news about the current HelpMatics™ Version 19.

New Features across modules

 

  • Copilot integration: Ticket and knowledge base data is made available to Copilot agents
  • Tooltips in request forms
  • Configurable email templates: Additional placeholder for editor notifications
HM_ITSM_rund
Junge_Headset_Smile

New features in HelpMatics™ ServiceDesk:

 

  • Rich text for the “Request”, “Processing” and “Solution” fields
    • Any text formatting
    • Inserting screenshots/hard copies directly at the relevant point in the text
    • Creating simple tables
  • Security incidents as a new ticket process type
    • New SLAs
    • Restricted visibility
    • New icons
  • Further optimisations:
    • Save hint on the web during ticket processing
    • Team views with additional categorisation

New features in HelpMatics™ Change:

 

  • Automatic attachment of emails to RfCs/Changes
  • Web client enhancement:
    • Attaching emails to existing RfCs/Changes
    • Creating new RfCs/Changes based on an email
Junge_Brille_Stift
Maedchen Bruecke

New features in HelpMatics™ CMS Enterprise:

 

  • Visualisation on the web:
    • Filtering by connection type and direction
  • Additional import configurations:
    • Intune (Devices)
    • Entra ID (Users)