> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/product-updates/readme.md). # Product Updates {% updates format="full" %} {% update date="2026-08-25" tags="new-releases,improvements,fixes" %} ## August 25, 2026 Dashboard & Analytics * **Filter Dashboard Metrics by Team** - You can now filter the Service Desk overview dashboard by team, instantly scoping every widget - workload, approval time, ticket status age, and more - to the team you care about. The selection persists as you interact with the page, keeping your view consistently focused. * **More Accurate AI Deflection Data** - We've improved how AI deflection is classified across the Conversations dashboard, correcting a gap where approval-gated access requests were counted as escalations instead of deflections. Your reported deflection rate may increase by up to 10-19 percentage points, now reflecting what the AI agent actually resolved. AI, Automation & Knowledge Base * **License Tier Threshold Monitoring Agent** - You can now use Harmony's new License Tier Threshold Monitoring agent to stay ahead of unexpected SaaS billing changes. It watches your Microsoft 365 and Google Workspace seat counts and warns you before you cross a plan or contract limit. * **Agent Asks Before Creating Tickets** - We've fixed an issue where the agent was opening support tickets immediately without pausing for confirmation, even when the confirmation setting was enabled. The agent now consistently asks a short confirmation question and waits for an explicit go-ahead before creating any ticket. * **Workflow For Each Loops Execute Correctly** - We've fixed a bug where steps inside a For Each loop would run in untaken If-block branches, causing unintended actions such as posting comments or resolving tickets on records that should have been skipped. All untaken branch steps are now correctly skipped. Integrations & Settings * **Deeper Two-Way Jira Linking** - You can now link Harmony tickets to existing Jira issues and see a reliable, up-to-date backlink on every synced Jira ticket. Both support agents and engineers get full cross-platform visibility without any manual searching. * **Device Data Ingested for Large Fleets** - We've fixed an issue that caused device data to be silently dropped for integrations with roughly 1,000 or more devices. Asset discovery scripts and device counts now work correctly across JAMF, Intune, Kandji, Apple Business Manager, CrowdStrike, and Workwize. Service Desk & Tickets * **Notification Delivery Honors Preferences** - We've improved how Harmony delivers notifications so that user and admin preferences are respected consistently, and each person receives at most one notification per channel regardless of how many segments or roles they belong to. {% endupdate %} {% update date="2026-08-23" tags="new-releases,improvements,fixes" %} ## August 23, 2026 Service Desk & Tickets * **Batch Notifications Cut Alert Noise** - You can now receive a single consolidated notification instead of a flood of individual alerts when multiple updates occur on the same ticket in quick succession - collapsing them into one message across email, Slack, and Microsoft Teams. * **New Portal Tabs for Managers and Watchers** - You can now access two new tabs in the self-service portal - Direct Reports and Watching - giving managers and ticket watchers a clearer, dedicated view of the tickets most relevant to them. * **Control AI Responses After Escalation** - You can now configure exactly when Harmony's AI stops responding once a ticket is handed off to a human agent, preventing confusing double-replies during handoffs. AI, Automation & Knowledge Base * **List Entra ID Group Members in Workflows** - You can now use a built-in List Group Members block for Microsoft Entra ID directly in the Custom Agent Builder, letting you fetch all members of a specified group as part of an automated workflow without manual workarounds. * **Send Workflow Emails from Your Custom Domain** - You can now configure the email step in custom agents to send messages from a verified custom domain, giving your automated communications a consistent, on-brand sender identity. * **Email Approvals With Inline Approve and Deny Buttons** - You can now receive agent approval requests by email - in addition to Slack and Teams - with fully rendered Approve and Deny buttons that link directly to the portal, so approvers can act without needing a Slack or Teams account. Software / Applications * **License and Cost Per User Agent** - You can now use the Approved Applications: License & Cost per User prebuilt agent to get a complete, scheduled or on-demand view of software license usage and spend across your organization, broken down by application and individual user. * **Inactive Users Across Direct-Integration Apps** - You can now retrieve a list of inactive users across directly-connected applications - such as Zoom, Slack, Atlassian, Figma, and ChatGPT - to support licence reclamation and access hygiene, with results covering both lapsed and never-active users. * **Gemini in Google Workspace as an AI Tool** - You can now connect Gemini in Google Workspace as a directly integrated AI tool in Harmony, gaining visibility into how your team uses Google's AI assistant with no new permissions or scopes required. Integrations & Settings * **Cloudflare Integration for User and Activity Tracking** - You can now connect Harmony to your Cloudflare account using a single read-only token to automatically collect and sync user inventory and activity data. * **App Store Connect Team Roster Sync** - You can now connect Harmony to Apple's App Store Connect to automatically sync your team roster, making App Store Connect users visible and manageable alongside your other identity sources. * **Up to Five Microsoft Integration Instances** - We've increased the limit for Microsoft Intune, Entra ID, and Teams connections from two to five instances, allowing organizations that manage multiple Microsoft tenants to connect them all without hitting a cap. Asset Management * **Grant and Revoke Local Admin on Intune-Managed Windows Devices** - You can now grant and revoke local administrator rights on Windows devices managed through Microsoft Intune, using the same on-demand approach already available for JumpCloud - no persistent agent assignment required. * **Tequipy Asset Management Blocks in Agent Builder** - You can now use ten new Tequipy action blocks directly inside the Custom Agent Builder to automate employee equipment workflows without leaving Harmony. {% endupdate %} {% update date="2026-08-16" tags="new-releases,improvements,fixes" %} ## August 16, 2026 Dashboard & Analytics * **Redesigned Dashboard with AI and Desk Metrics** - You can now access a fully redesigned overview dashboard with dedicated Agent Performance and Desk Performance sections, giving you a comprehensive view of how your AI and human agents are performing across every desk. Software / Applications * **Ask About Contracts and Get Renewal Alerts** - You can now stay on top of software contracts directly within Harmony, with AI-powered contract querying and proactive renewal alerts so nothing slips through the gaps at renewal time. * **App Access Provisioning Moves to Applications** - You can now configure access provisioning for each application directly from the Applications module, making access rules easier to find and manage in one place instead of buried inside agent settings. * **Mesh Payments as a Native Integration** - You can now connect Mesh to surface employee card spending alongside your other SaaS data, including automatic discovery of shadow apps sourced from Mesh expense activity. Integrations & Settings * **Bitwarden, Torq, and Tableau Now Available** - You can now connect Bitwarden, Torq, and Tableau directly to Harmony for full visibility into security tools and BI licenses, with automatic sync of user access, roles, and adoption data. * **Automatic HRIS to IdP Field Sync Agent** - You can now automatically sync employee attribute changes from BambooHR or HiBob into Okta or Entra, keeping your directory accurate without manual effort or custom scripts. * **Infinipoint Integration with Workflow Actions** - You can now connect Harmony to Infinipoint (Outpost24) and use it across workflow automations, with per-request authentication handled automatically. Service Desk & Tickets * **SLA Targets Beyond One Week** - You can now configure SLA response and resolution targets in days, weeks, or months with no upper limit, giving your team the flexibility to match extended enterprise service agreements. Asset Management * **Pin Asset Locations to Prevent MDM Overrides** - You can now pin an asset's location so that manually assigned values are protected and never overwritten during MDM sync cycles. * **Import Custom Fields via CSV** - You can now populate custom asset fields directly from a CSV import, with custom columns automatically included in the downloadable template to eliminate manual post-upload updates. AI, Automation & Knowledge Base * **Equipment Request Agent with Inventory Awareness** - You can now deploy a pre-built Equipment Request agent that lets employees request peripherals in plain language, with Harmony Assets as the live source of truth for availability. * **CC and BCC in Send Email Workflow Block** - You can now add CC and BCC recipients directly in the Send Email block when building workflows, giving you full control over who receives notifications sent from your agents. * **Redesigned Knowledge Base Picker** - We've redesigned the KB sync picker to stay practical even with thousands of pages, replacing the default fully-expanded tree with a navigable structure that makes large Confluence workspaces manageable. {% endupdate %} {% update date="2026-08-09" tags="new-releases,improvements,fixes" %} ## August 9, 2026 AI, Automation & Knowledge Base * **Automated Bulk License Reclamation** - You can now use the Unused License Reclamation pre-built agent to identify inactive software licenses and survey employees at scale using a new Bulk Acknowledgement block. It sends button-based confirmation messages to hundreds of employees at once, waits a configurable window, and collects all responses in a single step - no per-user loops or manual follow-up required. * **Temporary Admin Access Automation** - You can now deploy a pre-built Temporary Admin Access agent that lets employees self-serve time-limited local admin rights on their device. The agent verifies device status, routes through your approval flow, grants access via MDM, and automatically revokes it when the window closes. * **KB Article Sources Now Visible in Tickets** - You can now see exactly which Knowledge Base articles the AI agent used to generate a response, directly within the ticket conversation view. A "Found N relevant articles" section lists each referenced article with its title and link, giving agents full transparency into AI-assisted answers. Dashboard & Analytics * **Custom Fields as Widget Dimensions** - You can now use your own custom ticket fields as dimensions and measures in dashboard widgets - no engineering work required. As soon as you add a custom field to tickets, it becomes available in the widget builder automatically. * **Live Metrics Fetch Real-Time Data** - You can now define metrics as live queries so data is fetched at the moment a report is run, rather than relying on a scheduled snapshot. This gives you access to the most current data without waiting for a refresh cycle. * **Harmony Home Dashboard in Slack** - You can now access a personalized Home Dashboard directly in the Harmony Slack app. The dashboard opens as the landing page when you open the app and is tailored to your role, giving you a quick view of your work without leaving Slack. Service Desk & Tickets * **Customizable First-Reply Email Templates per Desk** - You can now fully customize the automatic confirmation email sent to reporters when a ticket is created, configured individually for each desk. Admins can tailor both the subject line and body with dynamic variables, replacing the previous fixed acknowledgement message. * **Per-Desk SLA Tracking Toggle** - You can now disable SLA tracking entirely for specific desks or subdesks, so SLA timers never start and breach events are never emitted for those conversations. Individual Teams can override the parent desk setting independently without affecting the rest of your SLA configuration. * **Throughput-Balanced Ticket Assignment** - You can now assign tickets using a new Least-loaded (throughput-balanced) method that accounts for both open tickets and tickets already handled today. Each agent is ranked by an Effective Load Score, so workload is distributed more fairly across your team. Asset Management * **Save and Reuse Asset Filter Presets** - You can now save filter configurations in the asset list view and return to them instantly - no more re-applying filters after every navigation. Saved presets are stored per user and survive page refreshes and session ends. * **Richer Asset Search in Service Catalog** - You can now search and filter assets across a wide range of hardware attributes when using the asset selector in the Service Catalog, replacing the previous basic field limitations. Software / Applications * **Flexible Timeframe Filtering for App Utilization** - You can now filter application utilization and usage statistics by any time period that suits your workflow, replacing the fixed 90-day window. A new timeframe selector is available across the Applications area with configurable presets. * **Instance Source Visible in Provision Tab** - You can now see the source identity provider for each app instance directly in the Provision tab via a new Source column. The provider name and icon are visible by default, making it easy to distinguish instances across Okta, Entra ID, and other providers at a glance. {% endupdate %} {% update date="2026-08-02" tags="new-releases,improvements,fixes" %} ## August 2, 2026 Service Desk & Tickets * **Zoom Phone Calls Linked to Tickets** - You can now connect Zoom Phone calls directly to Harmony tickets, giving support teams a complete record of every phone interaction. When a call ends, a ticket is automatically created and enriched with call details - no manual logging required. * **Bulk Quick Reply to Multiple Tickets** - You can now reply to multiple tickets at once using your existing quick response templates. Select any number of tickets from the list view and choose Quick Reply from the bulk actions menu, saving significant time during recurring issues or mass incidents. * **Configurable Inactivity Reminders Before Auto-Close** - You can now configure multiple reminders before a ticket is automatically closed, giving reporters a fairer chance to respond. Admins control both how many reminders are sent and how frequently, replacing the previous single-reminder limit. AI, Automation & Knowledge Base * **Monday.com Actions in Agent Builder** - You can now connect Agents to Monday.com boards with five dedicated action blocks, enabling automated ticketing and project management workflows without leaving Harmony. * **Configurable Ticket Types for Lifecycle Agents** - You can now set the ticket type for Employee Onboarding and Offboarding agents directly from each agent's configuration UI - no code changes required. Admins can now create lifecycle tickets as incidents, requests, or any other supported type. * **Assign Agent Tickets Directly to Teams** - You can now route agent-created tickets to a specific subdesk within a desk, directly from the agent's configuration, eliminating manual reassignment after ticket creation. Integrations & Settings * **PagerDuty On-Call Routing Now Available** - You can now connect PagerDuty from Settings and configure per-desk on-call alerting, giving each desk independent control over when PagerDuty incidents are triggered for incoming tickets - with no risk of accidental pages. * **Box and New Relic Now Supported** - You can now connect Box and New Relic to Harmony for full visibility into users, roles, licenses, and usage data. Box connects via OAuth under the Collaboration category; New Relic surfaces user inventory and login activity for access and seat reclamation. * **Microsoft Entra User Provisioning in Workflows** - You can now create and manage Microsoft Entra users directly from Harmony workflow automations using three new builder blocks, closing a key gap for teams building onboarding workflows. Software / Applications * **Miro Direct Integration Available** - You can now connect Miro to Harmony to gain visibility into your organisation's Miro usage and licensing. Setup requires only a token from a dedicated Miro app - no OAuth required. * **JetBrains Products Tracked Individually** - You can now see each JetBrains IDE as a separate entry in your Applications catalog, giving you precise visibility into which tools your team uses and who is assigned to each one. Asset Management * **Track Speakers, Cables, Adapters, and USB Devices** - You can now track four new peripheral asset types - Speaker, Cables, Adapter, and USB - fully supported across filters, dashboard groupings, stock views, and bulk import. * **MDM Removal Behaviour Now Configurable in Settings** - You can now configure what Harmony does when a device disappears from its MDM feed directly from Settings, without needing API access. Any Platform Admin can manage this policy as a first-class setting. {% endupdate %} {% update date="2026-07-26" tags="new-releases,improvements,fixes" %} ## July 26, 2026 AI, Automation & Knowledge Base * **Autonomous Privileged Access Review Agent** - You can now run automated privileged access reviews across your connected apps with a dedicated agent that handles the full cycle from audit to revocation. Application owners receive interactive review requests via Slack, Teams, or email and can approve or revoke elevated access without leaving their messaging app. * **Pre-Built Vacation Request Agent** - You can now handle employee time-off requests end-to-end directly from chat. The agent checks available balance, validates dates, routes to a manager for approval, updates your HRIS, and confirms the outcome back to the employee automatically. * **KB Article Visibility Control** - You can now classify each knowledge base article as either Employee-facing or Internal-facing, giving you precise control over what content employees see in self-service versus what stays exclusive to agents and Copilot. Integrations & Settings * **Asana Integration for Ticket Export** - You can now connect Asana as a project management integration and push Harmony tickets directly into Asana as tasks via OAuth, without leaving the platform. Asana appears as a new category under Settings - Integrations. * **Self-Serve Custom Connector Creation** - You can now push your own user and application usage data into Harmony without involving the Harmony team. Admins can create a custom connector from the Integrations section using a self-serve flow that provisions the connection automatically on submission. * **Okta Attributes Sync to Employee Custom Fields** - You can now map custom employee fields directly to Okta profile attributes so their values stay automatically in sync with every Okta sync, eliminating manual data entry for HR and IT teams. Asset Management * **Add Assets Manually Without a CSV** - You can now add individual assets directly through the UI using a new Add Asset button, with the option to add a single asset by hand or import from CSV - both workflows available from the same place. * **Asset Details on Hover in Tickets** - You can now hover over any asset in the Related Assets section of a ticket to instantly see key details without leaving the page, reducing context switching for agents. Service Desk & Tickets * **Shareable Ticket Views with Role-Based Access** - You can now create saved ticket views with any combination of filters and share them with specific teammates, giving managers and agents a focused, collaborative way to monitor the tickets that matter most. * **CC Recipients Receive Ticket Notifications** - We've improved email intake so that everyone CC'd on an incoming support email is treated as a ticket watcher and receives update notifications, bringing email in line with watcher behaviour across all other channels. * **Richer Context in App Access Approval Notifications** - You can now configure which contextual fields appear in Slack and Teams approval messages for app access requests, so approvers have the information they need to decide without leaving their messaging app. Software / Applications * **Slack Now Available as a SaaS Application** - You can now connect Slack as a managed SaaS application in Harmony, gaining visibility into workspace usage, license allocation, and user data alongside your other connected tools. * **TestRail Added as a Managed Integration** - You can now connect TestRail to Harmony to see who has access, what roles they hold, and how licenses are allocated - surfaced directly in Application Management with license and cost data. {% endupdate %} {% update date="2026-07-19" tags="new-releases,improvements,fixes" %} ## July 19, 2026 AI, Automation & Knowledge Base * **V3 Workflow Builder with Expanded Actions** - You can now build, save, run, and debug automated workflows in the new V3 workflow builder, with schema-driven block configuration and a large set of cross-platform integration actions requiring no hand-coded setup. * **Inbound Webhook Triggers for Workflows** - You can now trigger Harmony workflows directly from external systems via a unique inbound HTTP webhook URL, with the full request body available as `{{ trigger.* }}` data in every downstream step. * **Workflow Failure Notifications via Slack or Teams** - You can now configure per-workflow failure alerts so the right person or channel is notified immediately when something goes wrong, with enough context to investigate and act fast. Integrations & Settings * **Connect Multiple Google Workspace Tenants** - You can now connect more than one Google Workspace tenant to Harmony, enabling full workflow automation - including offboarding - across all of your organization's Google environments from a single place. * **40+ New Identity Actions Across Major Providers** - You can now automate a much wider range of identity tasks in your workflows using new building blocks covering Okta, Microsoft Entra, Google Workspace, JumpCloud, and on-premises Active Directory. * **Jira and Atlassian Direct Integration** - You can now connect Jira and your broader Atlassian environment directly to Harmony for richer visibility and workflow automation, without relying on a third-party connector. Service Desk & Tickets * **Import Historical Zendesk Tickets** - You can now import your past Zendesk support tickets into Harmony through the management console, making historical data available for auditing and reporting without disrupting live operations. * **Workflow Health Monitoring for Broken Dependencies** - Harmony now automatically detects when a dependency a workflow relies on becomes unavailable and flags the workflow as degraded in real time, so broken workflows surface immediately rather than failing silently. * **Smarter Trigger Fields with Autocomplete** - You can now build workflows with confidence using a condition builder that shows valid fields per event trigger, with `{{ trigger.` autocomplete surfacing available fields in any step input. Asset Management * **Model-Level Filtering for Asset Purchase Policies** - You can now restrict Asset Purchase Policies to specific device models within a vendor, giving you finer-grained control over which assets employees are eligible to purchase. * **Set Asset Sale Prices from Workflows** - You can now set a manual sale price on assets directly from the Update Asset workflow block, making it easy to automate asset pricing as part of offboarding and retrieval processes. Software / Applications * **Per-App Primary Data Source Selection** - You can now designate a primary data source per application so your entire organization sees consistent app metrics, eliminating conflicting numbers when multiple integrations report on the same app. {% endupdate %} {% update date="2026-07-12" tags="new-releases,improvements,fixes" %} ## July 12, 2026 AI, Automation & Knowledge Base * **Iterate Over Lists in Workflows** - You can now use a `for_each` block to loop over a list and run a set of steps for each item, making bulk actions like notifying multiple employees or enriching a set of records possible in a single workflow. * **Run Workflows as Sub-Steps** - You can now call any existing workflow as a reusable step inside another workflow, letting you compose modular automations without duplicating logic. * **Test Individual Workflow Steps in Isolation** - You can now execute a single workflow block independently of the full workflow, making it significantly faster to build, debug, and validate automation logic directly in the builder. Service Desk & Tickets * **Outlook Calendar OOO Syncs Automatically** - You can now connect Microsoft Outlook Calendar via Microsoft Entra so that agent out-of-office events are detected in real time and tickets are rerouted automatically - no manual status changes needed, bringing full parity with the existing Google Calendar integration. * **Restrict Catalog Forms to Specific Agents** - You can now limit individual Service Catalog forms so only designated agents and Platform Admins can see and submit them, giving you precise control over sensitive catalog items. * **Control Which Senders Can Create Email Tickets** - You can now enable an allowlist at the tenant level so only approved email addresses and domains can open tickets - any other sender is silently discarded. Integrations & Settings * **Greenhouse Onboarding as a Native HRIS Integration** - You can now connect Greenhouse Onboarding to automate new-hire workflows, distinct from the existing Greenhouse ATS connection, with no impact on your current setup. * **Shapes HR Integration for Employee Sync** - You can now sync your full employee directory from Shapes - including job title, department, reporting structure, location, contract type, and time-off data - directly into Harmony's canonical employee profile. * **Dedicated SaaS Procurement Integrations Section** - We've grouped ZipHQ, NetSuite, and Mesh Payments into a dedicated SaaS Procurement section under Settings > Integrations, and Harmony now warns you when you connect overlapping procurement sources. Asset Management * **Intune AutoPilot Devices Visible Before Enrollment** - You can now see AutoPilot-registered devices in your asset inventory with an In Stock status before they are actively enrolled, giving you full visibility into your pre-deployment fleet. * **Firstbase Integration for Remote Equipment** - You can now connect Firstbase to bring remote hardware data directly into your asset catalog, in line with existing sources like Jamf and Intune. Dashboard & Analytics * **Click Number Widgets to Filter Data** - You can now click number widgets on any dashboard to jump directly to the relevant filtered view, matching the existing behavior of bar charts, donut charts, and tables. {% endupdate %} {% update date="2026-07-05" tags="new-releases,improvements,fixes" %} ## July 5, 2026 AI, Automation & Knowledge Base * **Custom Fields in Workflows** - You can now read and write custom fields on People, Assets, and Software entities directly within your workflows. Custom fields are automatically included in the output of Get Employee, Get Asset, and Get Application blocks - with human-readable names, types, and values - so downstream steps can reference them without extra lookups. * **Wait for Event in Agent Workflows** - You can now add a Wait for Event block to pause a workflow at any point and resume it automatically when a matching event arrives - such as a customer reply or an external system update - making it possible to build workflows that react to real-world signals. * **Approve KB Article Updates from the Dashboard** - You can now review and approve AI-detected article updates directly from the Knowledge Base Recommendations tab. Harmony's drift detection surfaces update recommendations alongside gap recommendations in one place, so keeping your KB accurate no longer requires a separate workflow. Integrations & Settings * **FreshService Multi-Workspace Sync** - You can now select multiple FreshService workspaces to sync within Settings - Integrations, ensuring tickets from all your workspaces are visible in Harmony and not just the default one. * **Avoma Now Available in AI Connections** - You can now connect Avoma to Harmony as an AI category integration, allowing Harmony to pull license and organisational data directly from your Avoma account via Settings - Integrations - AI. * **Pause ITSM Integrations Without Losing Config** - You can now disable an ITSM integration to pause all syncing without fully disconnecting it, preserving your credentials and connection settings so you can resume exactly where you left off. Service Desk & Tickets * **Cancel Ticket Approvals Without a Verdict** - You can now cancel an approval requirement on a ticket without it counting as an approve or deny. Desk managers can remove the requirement cleanly at any point before a decision is made. * **Control Assignee Selection on Desk Transfers** - You can now restrict assignee selection to unassigned-only when moving a conversation between desks, preventing conversations from being routed directly to individuals across desk boundaries. Dashboard & Analytics * **Dashboard Widget Filters Preserved on Drill-Down** - We've fixed an issue where clicking "view underlying data" on a dashboard widget would drop its configured filters and timeframe. Drill-downs now open pre-filtered to match exactly what the widget was displaying, including assignee, team, category, and ticket type. Software / Applications * **NetSuite Native Integration for License Insights** - You can now connect NetSuite as a native application integration, giving IT admins direct visibility into NetSuite user activity, roles, and license utilisation from the Applications page with daily syncs and a manual refresh option. {% endupdate %} {% update date="2026-06-28" tags="new-releases,improvements,fixes" %} ## June 28, 2026 Integrations & Settings * **JumpCloud SSO Login Events Supported** - You can now connect Harmony to JumpCloud and ingest SSO login events normalised as `USER_AUTHENTICATION_SSO` events, with a 90-day historical lookback from the moment you connect - giving you immediate identity and access visibility. * **Microsoft Outlook and Teams Now Connected** - You can now connect Microsoft Outlook and Microsoft Teams to Harmony, expanding your Microsoft ecosystem coverage with activity monitoring and event mapping alongside your existing integrations. * **Salesforce, Zendesk, Intercom, and Figma Direct Integrations** - You can now connect Salesforce, Zendesk, Intercom, and Figma directly to Harmony for deeper visibility into adoption, license usage, and sign-in activity - no third-party connectors required. Service Desk & Tickets * **Cascading Filters on Service Catalog Fields** - You can now configure multiple cascading filters on data set selector fields in the Service Catalog form builder, so dropdown options are automatically narrowed by one or more other fields on the same form - keeping choices relevant and reducing noise. * **Agent Out-of-Office Syncs Automatically** - You can now connect your HRIS and Google Workspace so agents who are out of office are automatically marked unavailable in real time, keeping ticket assignment accurate without manual updates. * **Triggered Agent Visible on Tickets** - You can now see which AI agent was triggered directly on ticket and request detail views as a clickable link, without having to search through the conversation thread. AI, Automation & Knowledge Base * **Automate Desk Assignment Rules from Workflows** - You can now read and update desk auto-assignment rules directly from workflows using two new workflow blocks, enabling fully automated on-call rotations without manual intervention. * **Bulk Upsert Datasets in a Single Workflow Step** - You can now insert or update many dataset records at once with a new bulk upsert workflow block, removing the need to chain individual upsert operations and making batch data sync significantly faster. * **Await for Event Block in Workflow Builder** - You can now pause a workflow at any point and wait for an external event before continuing, enabling approval flows, async integrations, and multi-step processes that span time. Asset Management * **Asset Purchase Agent Now Fully Configurable** - You can now fully configure the Asset Purchase Agent for end-to-end procurement workflows, supporting both event-driven triggers and scheduled end-of-life scans with a dual-path automation flow. * **Automated Asset Purchase Eligibility Checks** - You can now automate employee eligibility validation for laptop purchase requests directly in your workflows, returning either a list of qualifying assets or a specific reason for ineligibility. * **Display Asset Metadata Inline on Catalog Forms** - You can now configure asset selector fields to show read-only metadata inline on Service Catalog forms, giving end users helpful context about a selected asset without leaving the form. Software / Applications * **ZipHQ Contract Sync Now Available** - You can now connect ZipHQ to Harmony to automatically pull vendor details, contract terms, values, and renewal dates into your Contracts tab - working the same way as the existing NetSuite contract sync. * **Looker Direct Integration for License Insights** - You can now connect Looker directly to Harmony to bring usage and license data into one place alongside your other SaaS applications. Dashboard & Analytics * **Desk Admins Can Manage Dashboards** - You can now grant desk admins the ability to create, edit, and delete dashboards, giving teams more control over their reporting without requiring platform-level admin access. * **Per-API-Key Claude Usage and Cost Breakdown** - You can now see Claude API usage and estimated USD cost broken down by individual API key, providing granular visibility into how each key consumes your Anthropic budget. {% endupdate %} {% update date="2026-06-21" tags="new-releases,improvements,fixes" %} ## June 21, 2026 AI, Automation & Knowledge Base * **GitHub and Jira Blocks in Custom Agents** - You can now build agents that create Jira issues, manage Jira Service Management requests, and automate GitHub organization and repository workflows - all directly from the Custom Agent Builder. Each integration block supports custom fields, assignee configuration, and returns actionable URLs so agents and users can navigate straight to the created item. * **AI-Generated Resolution Guidance in KB** - You can now have Harmony automatically generate structured resolution guidance for your Support Delivery Agent, drawn from historical support conversations and ITSM ticket data. Resolution steps are displayed with clear actor and action labels, filtered to show only self-serviceable, deflectable articles so you focus on what matters most. * **Set Custom Ticket Fields in Agent Workflows** - You can now populate any custom ticket fields directly within the Create Ticket and Update Ticket blocks in Custom Agent workflows, so agents automatically fill the right fields without any manual follow-up. Asset Management * **Location-Based Asset Filtering in Catalog Forms** - You can now configure Asset Selector fields in Service Catalog forms to show employees only the equipment available at their local office stockroom, making hardware request flows far more relevant by surfacing only what is physically accessible to the requester. * **Desk Members Can Fill Asset Fields Post-Submission** - You can now mark Service Catalog asset selector fields for desk member completion, letting employees submit requests without selecting hardware and allowing IT agents to fill in asset details directly on the ticket after it is created. Software / Applications * **Contract Value Auto-Calculated from Line Items** - You can now have contract values automatically derived from the sum of their line items, eliminating manual calculation and keeping totals accurate as line items change. * **Selective Access Request Control per App** - You can now set each application's access request status to Available or Unavailable, giving IT admins precise control over which apps employees can request access to through the AI assistant and access request agent. Integrations & Settings * **JumpCloud Employee Status and Last Login** - You can now see each employee's active/inactive status and most recent login timestamp pulled directly from JumpCloud, giving your team an up-to-date picture of workforce activity without cross-referencing JumpCloud manually. * **Import Historical Tickets from External ITSM Platforms** - You can now import historical tickets from platforms such as Jira Service Management and Freshservice directly into Harmony, with automatic deduplication, paginated fetching, and preservation of conversation threads and attachments. Service Desk & Tickets * **Skip Out-of-Office Agents During Assignment** - You can now automatically bypass agents who are out of office when using Round Robin or Least Loaded assignment, ensuring tickets always land with someone who is available. * **Set Your Availability and Out-of-Office Status** - You can now manually set your availability status from your user profile, letting your team and the platform know when you are unavailable either immediately or in advance. {% endupdate %} {% update date="2026-06-14" tags="new-releases,improvements,fixes" %} ## June 14, 2026 Service Desk & Tickets * **Bulk Move Tickets Between Desks** - You can now move multiple tickets from one desk to another in a single action. Select any number of tickets, click Move between desks in the bulk actions bar, and a guided modal walks you through the transfer - saving significant time when reorganising or reassigning work across teams. * **Approval Activity in Ticket Audit Log** - You can now see the full approval lifecycle captured directly in a ticket's audit log, giving you a complete picture of every approval interaction without leaving the ticket view. * **Custom Fields Scoped by Ticket Type** - You can now define custom fields that apply to all tickets of a given type - Incident or Request - across every desk, replacing the previous desk-only scoping model so the right fields always appear on the right tickets. AI, Automation & Knowledge Base * **Live Agent Progress Indicators in Slack** - You can now see real-time status updates in Slack while the Service Desk Agent works on your request. A live indicator appears as soon as your message is received and updates at each step, eliminating the silent wait for a response. * **HTTP Request Block Reaches On-Premises Services** - You can now call internal, on-premises systems from HTTP Request blocks in agent workflows. Requests are securely routed through a private tunnel when an on-premises proxy is configured, with no public internet exposure required. * **Satisfaction Surveys Inline in Portal Threads** - You can now respond to ticket satisfaction surveys directly within the employee portal conversation thread. An interactive survey card appears inline when a ticket is resolved - no switching to Slack or Teams needed. Integrations & Settings * **NetSuite ERP Integration Now Available** - You can now connect NetSuite to Harmony to sync contracts, vendors, and spend data. Navigate to the integrations setup screen and enter your Token-Based Authentication credentials to get started. * **ServiceNow Knowledge Base Integration** - You can now connect your ServiceNow knowledge base to Harmony, making published articles available to AI agents alongside existing sources like Confluence, Notion, and SharePoint. Harmony automatically syncs and keeps articles up to date. * **Independent IdP Control for Group Membership Agent** - You can now configure the Group Membership Management Agent to operate on Google, Okta, or both independently, giving IT admins more granular control over identity provider behaviour. Dashboard & Analytics * **Mark Announcements as Read in the Portal** - You can now mark announcements as read directly in the Portal, removing them from your active feed so your announcement list stays focused on what still needs your attention. {% endupdate %} {% update date="2026-06-07" tags="new-releases,improvements,fixes" %} ## June 7, 2026 AI, Automation & Knowledge Base * **Harmony Copilot Now Available Platform-Wide** - You can now use Harmony Copilot, an AI-powered assistant built into every page of the platform, to manage IT support tasks through natural conversation. Copilot understands your organisation's data and can take action on your behalf without switching contexts or navigating menus. * **Run Custom Code Inside Workflows** - You can now add a Code Block step to your agent and workflow builder, enabling custom logic to run inline as part of any workflow. This makes it straightforward to migrate scripted ServiceNow workflows and handle complex logic without manual workarounds. * **Secret Manager for Workflow Credentials** - You can now store API credentials and secrets centrally in a new Secret Manager and reference them directly inside Workflow Builder's HTTP request block. Secrets are encrypted at rest and resolved securely at runtime so plaintext values are never exposed in your workflow configuration. Integrations & Settings * **ServiceNow Workflows and Agent Builder Blocks** - You can now connect Custom Workflows to ServiceNow with a full set of automation actions, and use six new ServiceNow Workplace Service Delivery blocks in the agent builder to automate workspace provisioning as part of HR onboarding - no manual lookup or coordination required. * **Send DocuSign Documents from Agent Flows** - You can now connect Harmony to DocuSign and trigger electronic signature requests directly from Custom Agent flows. A new DocuSign block in the Agent Builder lets you automate signature collection - for example, as part of asset purchase approvals. * **AI Agent Learns Your Company Context** - You can now point the Harmony AI agent at your website and it will automatically extract company-specific context to shape every support conversation, giving employees more accurate and relevant responses from day one. Service Desk & Tickets * **Filter Tickets by Type Across All Views** - You can now filter ticket lists by ticket type across All Desks, individual desks, and Other views, making it easier to focus on exactly the work that matters to you. * **Ticket Events Now Delivered in Conversation Threads** - You can now receive ticket event notifications - creation, assignment, status, and priority changes - directly inside conversation threads in Slack, Teams, and the portal, keeping all updates in context alongside the original conversation. * **Send Ticket Attachments via Workflows** - You can now forward ticket attachments to external systems directly from workflows using the HTTP Request block, removing the need for manual intervention when service catalog submissions include files. Asset Management * **Track Former Assignees on Any Asset** - You can now see a Former Assignee field on any asset, automatically updated whenever ownership changes. This makes it easier to audit device history and trace ownership chains without digging through activity logs. Dashboard & Analytics * **Application Insight Widgets on Dashboard** - You can now add five pre-built Application Insight stat widgets to your dashboard for an at-a-glance view of application health, available under a new Applications section in the widget library. {% endupdate %} {% update date="2026-05-31" tags="new-releases,improvements,fixes" %} ## May 31, 2026 Software / Applications * **Unified AI Tool Spend Visibility** - You can now connect ChatGPT, Claude, and Microsoft Copilot to Harmony as direct integrations, giving you a single view of AI tool usage and spend broken down by employee, department, and application - using actual consumption data from each vendor's API, not flat seat estimates. * **GitHub Direct Integration for Usage Data** - You can now connect GitHub directly to Harmony to automatically pull license and usage data from your organization's GitHub account, keeping your SaaS inventory accurate without manual exports. AI, Automation & Knowledge Base * **Trigger Custom Agents on SLA Breaches** - You can now trigger custom agents automatically when a ticket breaches its SLA, with two distinct SLA breach triggers available in the agent builder's trigger dropdown - so escalation workflows fire the moment a deadline is missed. * **Time-Based Employee Lifecycle Workflow Triggers** - You can now build workflows that fire a set number of days before or after a new hire or termination event, giving you precise timing control over onboarding and offboarding automation. * **Workflow Steps Continue After Failures** - You can now configure individual steps in a custom agent workflow to keep executing even if that step fails, preventing a single error from blocking the rest of the run. Integrations & Settings * **Send Notifications from Your Own Email Domain** - You can now configure Harmony to send email notifications from your own custom domain instead of the default Harmony address, giving end users a more recognizable branded experience. * **Connect to ServiceNow via Service Account** - You can now connect Harmony to ServiceNow using Basic Auth with a service account, providing a straightforward alternative to OAuth that works across all ServiceNow instances. * **Direct Links to Outbound Tickets** - You can now see a direct link to the corresponding external ticket when a Harmony ticket has been synced outbound to a connected ITSM platform, giving agents instant access to the external record without leaving Harmony. Asset Management * **Configure Asset Purchase Policies with Auto Sale Price Calculation** - You can now define a company-wide Asset Purchase Policy from the Asset Management settings page, giving employees a consistent and automated device purchase experience - with purchase, end-of-life, and discovery policies grouped under a new Policies tab. Service Desk & Tickets * **Full Visibility Into Every Employee Request** - You can now see every employee interaction Harmony has handled in a new Requests section - including conversations the AI resolved autonomously before a ticket was created - with a filterable Conversations tab alongside the existing Tickets view. Dashboard & Analytics * **Request-Based Widgets Reveal Full AI Impact** - You can now measure Harmony's complete impact with six new request-based dashboard widgets and updated savings calculations that capture every conversation resolved autonomously, not just ticketed work. {% endupdate %} {% endupdates %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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