What's New — Week of 18 May 2026

A unified inbox for the Service Desk

Issues, requests and incidents now share a single inbox, which lands as the default Service Desk page. Everything open sits in one feed, newest first, and selecting a row opens the full ticket alongside so you can move through the queue without losing your place. Quick filters for Assigned to Me and Followed sit at the top, and search runs across titles and the new ticket references.

Unified Service Desk inbox with ticket list and detail panel

Permissions still apply: you only see tickets you're allowed to. Closed tickets drop off the list but remain accessible by direct link. The inbox is desktop-first for now. On tablet and mobile you'll see a prompt to come back on a larger screen.

Ticket references on every issue, request and incident

Every ticket now has a short reference like ISS-42, REQ-15 or INC-7. References are numbered per site, so each site gets its own clean sequence starting from one. They show up on detail pages, list grids, the inbox, audit history, work order attachments and notification emails. Search accepts the full reference or just the number, so you can type REQ-42 or 42 and jump straight to it.

Anonymous reporters now receive the reference in their confirmation email so they have something concrete to quote. Converting a ticket between types allocates a new reference for the target type and preserves the original report date.

A rebuilt notifications system

The bell opens a tidier inbox with proper headings, context lines and clear actions. Read state updates automatically when you click through to a record, and a kebab menu on each item lets you mute that specific notification type for the inbox, email or both, with an undo toast if you change your mind.

Email replies now work the way you'd expect. If a notification email is about a record that supports comments (a work order, ticket, document or risk assessment), replying adds your message as a comment on that record. Threading is preserved properly too, so reply chains stay together in your email client rather than appearing as disconnected messages.

Preferences are reorganised into categories with separate inbox and email toggles per notification type. Service desk follower updates split into detail edits, status changes and closure, so you can mute the noisy ones without losing the important ones. Triage-only edits like severity or internal tags no longer notify followers at all. When you raise an issue, request or incident, you now get a proper confirmation by inbox and email with the ticket reference and a reply-to address for adding details.

For admins, hard bounces and complaints automatically suppress future emails to the offending address, with a list to review and manage suppressions, and a new delivery log shows what's been sent and whether it landed.

Match Any or Match All on tag filters

Pick two or more tags and a new toggle appears next to them. Match Any keeps the existing behaviour: show me anything tagged with at least one of these. Match All narrows the list to items tagged with every one. The toggle is available across documents, forms, risk assessments, risk sets, asset types, assets, incidents, issues, requests and work orders.

Match Any and Match All toggle on tag filters

Also this week

Risk descriptions, existing controls and mitigation controls support chemical notation. Use ~2~ for subscript and ^3^ for superscript, so H~2~SO~4~ renders as H₂SO₄ and 0.1 mol/dm^3^ shows as 0.1 mol/dm³. Notation carries through to PDF exports and the AI risk generator.

When the sidebar is collapsed to icons, hovering over a nav item with sub-pages now opens a flyout listing them, so you don't have to expand the sidebar just to navigate.