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TeamsDesk now emits webhook events for assignment, approvals, SLA breaches, CSAT, endpoint detections, ticket creation, and public comments from native app paths. Global Admins can send per-event sample deliveries, copy the Power Automate HTTP trigger schema, and use starter blueprints for Teams channel posts, SLA escalations, and approval/CSAT reporting.
Subscription page now shows AI usage per user and per department with bars. Trends page renders 30-day sparklines per cluster. Suggested-merge promoted to a primary action when both tickets are open and confidence is high. Embedding-aware similar-ticket retrieval now uses the warm TicketEmbeddings index instead of dynamic embed at query time.
Per-tenant AI quota with monthly counter and 429 enforcement. Background embedder runs every 30 minutes so duplicate detection is instant. New 'Mark as duplicate' action sets ParentTicketId and closes the duplicate. New Trends admin tab clusters similar tickets daily with LLM-labeled groups. Multilingual ticket summary auto-detects ticket language.
Every ticket auto-generates a 2–3 sentence summary in the agent's language, cached per ticket. Duplicate detection scores potential matches with cosine similarity and surfaces top-5 with confidence buckets. 'Draft KB article' button on closed tickets generates a publish-ready draft from the resolution.
ChangeRequest tickets get a full editor: classification, risk, scheduled window, implementation plan, rollback plan, lifecycle status. Conflict detection warns about overlapping change windows. 'Send invite' creates a real Outlook event in the assignee's mailbox with CAB approvers + assignee + creator as attendees — calendar invites land where your team already lives.
Pick which statuses apply to Incident vs Service Request vs Change. Define allowed transitions, with optional guards: required ticket fields, allowed roles, requires approval, requires comment. The ticket detail status picker now only shows legal next states, and the API returns structured 400 errors with which guard failed so the UI can recover.
Every action now lands in a tamper-evident audit log with chained hashes. Exports include a signature manifest for compliance review. Per-tenant retention policy configurable by Global Admins.
Summaries respond in the same language as the ticket — no manual locale toggles. Mixed-language conversations default to English.
When the top duplicate suggestion is also an open ticket with high embedding similarity, it gets a 'Recommended' badge and a primary 'Merge into this' action.
AI request usage badge in the AI Assist panel shows X / Y this month for the tenant. Turns red when exceeded.
Resolved tickets can be turned into a Draft / Internal KB article with a single click. The draft pre-fills title, summary, body (markdown), and tags — edit and save.
Building toward: ITIL Problem management · CAB-as-group · 2-way Outlook sync · ROI calculator API · vector search via Azure SQL
