Spring into smarter service with Atomicwork's updates

This blog is co-authored by Harini Eswaran, Product Marketing Intern at Atomicwork.

Spring brought more than sunshine—it brought our biggest launch yet with the Universal Agent setting a new standard for real-time, AI-powered support across every channel. We also expanded our platform with new integrations, improved changed management and deeper analytics to help teams work faster and stay ahead of service demands.

Before diving in, we’re excited to share, where you can find us this month. We recently wrapped up the M365 Conference where Aparna Chugh, our Head of Product, spoke about the Computer Use AI Agent and how it can unlock end-to-end automation for service teams. This week, we’ll be at SITS, London (May 14 and 15) and later in the month, we’ll also be at HDI SupportWorld, Las Vegas (May 18 to 22). Do drop by and say hello — we’d love to connect, talk shop, and show you what we’re building.

Let’s dive in!

Support that speaks, sees, and solves — Meet the Universal Agent

You can now get support from Atom through chat, voice, and video, wherever you work — on Slack, Teams, email or your browser.  

You can now talk to Atom, share your screen to show what’s broken, and get real-time help, all without switching context, screens or raising traditional tickets.  
The result? Less friction, faster help, and smarter service across your enterprise.

Read more about the Universal Agent and how it works here.  

Route approvals based on asset ownership

Approvals just got a lot more intelligent. With relationship attributes — which allow you to link assets and people to your service catalog or other assets — approvals can now automatically be routed to the right person without needing to manually select them in the form.

Say, if someone submits a “Server Decommissioning” request and selects a server, the approval will automatically go to the asset owner tied to that server. No manual mapping and no missed steps — just faster, smarter workflows that adapt to your org structure in real time.

Dive deeper into your analytics

With the new Analyst role, you can get visibility into reports and analytics without the need for admin permissions or workspace configurations.  With access to the underlying data, you can go beyond top-line metrics like Time to resolution or First response time and uncover the real drivers behind those numbers. You can dig into the tickets behind your metrics, see what’s influencing the spikes or delays, and bring meaningful, contextual insights back to your team to drive better outcomes.

Make change management dynamic  

Streamline complex changes by automating approvals, assessments, or actions — all within a single change template. With conditional actions, you can now build dynamic rules directly in your change templates — trigger approvals, auto-calculate risk, or run fallback actions based on specific conditions.  

And with the global change calendar, you get a single view of every scheduled change across all workspaces with the ability to quickly access full details when needed.

Build a more connected workplace with powerful integrations

Make your business workflows more powerful, connected, and effortless across the tools you rely on, with Atomicwork’s integrations.

• Take action on your Apple fleet with the Jamf integration: Sync and manage Apple OS devices directly within Atomicwork. By integrating with Jamf, you can view asset details, take remote actions like restart or wipe, and resolve issues without needing to switch apps.

• Streamline employee journeys with Oracle HCM: Automate employee onboarding and offboarding with real-time sync from Oracle HCM to Atomicwork. Trigger workflows for provisioning, deprovisioning, and approvals the moment employee changes are detected — eliminating manual updates and reducing wait times.

• Sync user info seamlessly through Azure AD: Keep your directory up to date by syncing users directly from Azure AD into Atomicwork. Employee data updates automatically, ensuring roles and access rights are always current across your workflows.

• Google Drive + Atom = Smarter knowledge, instantly: Help users find answers from your Google Drive files — Docs, Sheets, Slides, and more — right within Atom. With daily syncs and permission-based access, employees only see what they’re allowed to, ensuring secure and up-to-date responses every time.

• Automate Google Workspace user management seamlessly: Manage Google Workspace users directly from Atomicwork workflows — create, suspend, delete users, and manage group memberships without switching tabs.

• Unlock accounts instantly with Okta: Empower employees to regain access faster by unlocking their own accounts directly through Atomicwork, powered by Okta. With seamless self-service, reduce dependency on IT and keep your team moving without delays.  

Innovate and build with Atomicwork’s public APIs

Our public API documentation is now live, bringing you the power to build custom integrations, streamline workflows, and extend Atomicwork's capabilities like never before.

You can:

• Access detailed endpoints, methods, parameters, and schema definitions — all in one place.
• Test your Atomicwork instance APIs directly from the developer portal using environment variables.
• Create custom integrations faster with clear, well-structured documentation.

Expand how Atomicwork works for you, enabling seamless automation, improved efficiency, and deeper connectivity across your IT ecosystem. With everything you need centralized and easy to navigate, building with Atomicwork just got a whole lot simpler.

More updates for a smoother experience:

• Smarter workflow triggers: Service item triggers now let you kick off workflows when items are added, removed, or updated. You can also use new trigger options like "System" or "System or any person" to fine-tune how workflows start and chain them together effortlessly. ‍
• Enhanced request actions: Create, link, or delete requests directly within workflows, simplifying task management and reducing manual steps. ‍
• Comment-based filters: You can now trigger workflows based on specific replies or comments in a request, making it easier to automate follow-ups and approvals. ‍
• Improved user management: Restore or deactivate users with a click and filter them by role or status for faster administration. ‍
• Custom reporting options: Save custom report views and take advantage of enhanced export options, giving you the flexibility to work with your data the way you want.

There’s a lot more coming. We’re pushing the boundaries of what service automation can do, building smarter ways to streamline your work and elevate your team's impact. In the meantime, if you’d like to explore these updates, sign up for a demo to see how Atomicwork can transform your service experience.