Fall 2025 Platform Update: See What's New in Genuity
Get ready - tons of updates to the Genuity platform this autumn!
Welcome to our platform roundup, and we hope you have had a great summer! Our team has been diligently working on new features and updates, with additional enhancements currently in development. We look forward to continued progress together.
Check out what's new and what's next below. If you have any questions or suggestions, please reach out — your feedback shapes our platform and our goals—help teams move faster, make smarter decisions, and win as one.
What's New
Help Desk
We've launched numerous AI features, including:
- The ability to summarize a ticket's history.
- Rewrite ticket comments for clarity, tone, and even change languages.
- Create a knowledge base article from a ticket.
- Get key summary data in an instant through GenAI for key data points such as ticket trends and insights, agent productivity, and time tracking & resolution.
- Create KBs article drafts instantly by simply typing the topic and then customize your articles to your liking with edit mode.
Upgraded Reporting
Generate reports utilizing Genuity templates or begin anew, selecting from the extensive range of customizable attributes to tailor your ideal report.
People Feature
View ticket issues/volume by person/agent, to identify trends and productivity statistics.
Overhauled UI/UX
Added multiple views, upgraded filters, improved automated tasks, and enhanced the ability to create custom surveys.
Assets
Integration Alerts for out-of-sync data
The asset module now offers improved UI/UX, better logging, and alerts for missing, outdated, or out-of-sync equipment; for example, if you remove a device from Sophos but not from Genuity, you'll receive an automatic alert.
New connectors
Sync devices from Google Workspace, Sophos, and Mosyle.
People Feature
View various data points, such as equipment by usage state, location, and missing assignments.
Asset Automations
Handle alerts and routing tasks such as low disk space notifications, software detection, and changes in asset state, usage, and location.
Release Notes
Access the latest details regarding new features, enhancements, and significant updates through the release notes section in the help center. See everything we have been working on in one spot, with our bi-weekly updates that can be found in the help center.
What's Next
Additional AI functionality - such as the ability to add KB articles from your most frequent issues and identify knowledge gaps to round out your help center. Adding an AI agent to your team is also in the works, with an assistant for helpdesk issues, assets, integrations, and spend analysis.
Local Help Center (Desktop App) - Take the power of your help desk right to your end-users' computers. No URLs or websites to remember, they simply open the desktop app right from their tray to get the support they need in an instant. Consolidate inquiries from every channel and resolve issues quickly, all in one place. Subsequent versions will include push notifications to help your users get problems solved fast, live chat, and the ability to audit assets.
Request Types - Enhance your custom forms using our updated workflow builder by incorporating additional questions to gather more detailed information on end-user issues prior to ticket assignment. The advanced design prompts users with relevant questions as they make selections, transforming forms into an engaging survey experience rather than presenting a standard blank form.
A big thank you for your continued support and partnership, and we always love hearing from you, so don't hesitate to reach out with any feedback or suggestions.
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