Feature Suggestion

Lets a user attempt to set a Ticket or Case process live directly from the Service Matrix while the process is still in a Draft or Live with Draft Changes state. Today the Set Live option is hidden until the process reaches Validated Changes, so a user looking at a draft process has no in-context indication of why they can't publish it. This change surfaces the option and, when validation blocks it, shows a single generic error pointing the user into the process to resolve issues.

Description: Bidirectional email connectors currently have a single Enable toggle that turns both incoming and outgoing on or off together. We'd like these split into two independent controls. This would solve two problems: Staged go-lives: We want to enable outgoing ahead of go-live to configure and validate email sending in our processes, but not enable incoming until we're ready to receive. This is especially important since the April 2026 release, which requires an email address to belong to an enabled connector before it can be used in a process — meaning all process setup currently has to happen on go-live day itself. Failure isolation: If one direction fails, we currently have to disable the entire connector to stop errors, which also halts the working direction. Independent controls would let us disable only the broken direction.

We are planning enhancements to the Team View Standard Report to provide a richer set of predefined operational metrics and KPIs. The proposed enhancements will offer greater visibility into team performance, workload distribution, efficiency, and service delivery outcomes through out-of-the-box reporting capabilities. This will reduce the need for custom reporting while enabling managers and operational leaders to access more actionable insights directly from standard reports. Planned Benefits Expanded set of standard reporting metrics Improved visibility into team performance and trends Reduced reliance on custom-built reports Consistent reporting experience across teams Faster access to operational insights for decision-making

As a work manager user I should be able to preset the contact tag for a known contact in Enate so that when a contact is added contact tag is preselected.

We should be able to: Make data fields mandatory based on action names and status changes. For example, if a user is putting a work item on wait, they should fill a data field mandatorily like "reason". Show/hide data fields based on action names and status changes. For example, the reason field should come up only when users change the status to wait and should be mandatory. Another example, only certain fields should be visible on an action such as Review or Approve so the user sees only what they are supposed to see.

As an agent, I want to have the option to “bulk update” the created contact details in the work manager.

We need Enate system emails (password resets, notifications, etc.) to be sent using Enate‑managed email infrastructure, rather than routing through our own email gateways. This will improve reliability, reduce configuration overhead on our side, and ensure system emails are consistently delivered without depending on our internal SMTP/M365 setup.

We need Enate to prevent users from typing any “From” address when sending emails. Instead, users should only be able to select from a predefined, validates list of addresses. This will help us stay secure, prevent misuse of email identities, and ensure compatibility with our M365/Graph policies.

Please add native support for sending emails through the Microsoft Graph API within the platform. This would allow teams to leverage modern, secure, Microsoft‑recommended methods for email delivery instead of relying solely on SMTP or built‑in email mechanisms.

We’re introducing a new report to provide visibility into AI-driven Ticket Categorization. The report will show: AI predicted category Confidence score Final category Manual changes (including who updated it) This will help measure AI accuracy, confidence trends, and user adoption. Applicable to Tickets only.