Changelog
Stay up-to-date with our product's latest updates and changes.
See Where App Access Came From
The Active Users list on an app now shows where each person's access originated. A Sources badge per user names what granted it: an identity provider, App Access, or a direct grant.
- Source badges. Each active user carries a badge naming the origin of their access.
- Several sources at once. A user granted through more than one path shows every source.
Reviewing who has access to an app now tells you how they got it, whether that's your identity provider, an approved request, or a manual grant.
Where to find it: the Active Users list on any app.
Available on Standard and Pro plans.
Okta & HRIS User Import Supports Email Aliases
User imports can now map additional email addresses alongside the primary one, so a person who appears under several email domains lands as a single profile.
- Aliases in the mapping. The employee custom mapping accepts an
aliasesattribute containing additional addresses. - Reconciliation on any address. An import matching an existing person on any of their addresses updates that person's profile.
One person, one profile, whichever integration brings them in, so approval routing always resolves to the right individual.
Available on Standard and Pro plans.
Okta App Removals Sync to Siit
Deleting an app in Okta now marks it Restricted in Siit automatically, keeping your catalog aligned with your identity provider.
- Automatic restriction. An app removed in Okta flips to Restricted on the next sync, and the change lands as a Type changed event on the app's activity.
- Scoped to Okta-managed apps. Only apps discovered and managed through Okta are affected. Apps added in Siit or from another source keep their status.
Available on Standard and Pro plans.
Portal Service URLs Preselect the Service
A service URL now opens the portal request creation form with that service already selected and its fields displayed. Requesters land straight on the form, with nothing to search for.
- Direct links. Sharing a service URL drops the requester into the matching form.
- Fields ready. The form fields tied to the service render immediately, ready to fill.
- Works embedded. The behavior holds in the Microsoft Teams version of the portal.
Teams can now put a link to a specific service in an onboarding doc, a Slack channel topic, or an email signature.
Available on all plans.
Request App Access Without Leaving the Form in the Portal
App access requests from the portal now collect everything in the request creation flow itself. Role, duration, and business reason each get their step inside the same form, one application at a time.
- One flow. Each selected application gets its own step in the request modal, in sequence.
- Roles prefilled. An application with a single available role fills it in for the requester.
- Only what's needed. Steps with no role choice, duration, or business reason to collect are skipped entirely.
The portal now matches the inline flow employees already have in Slack. Requests created from the Siit admin console keep the full completion form.
Available on the Pro plan.
Primary Email Is Now Editable in People
When a person has several email addresses synced from your integrations, Siit holds one of them as primary. Admins with user-management permission can now change which one, straight from the People overlay.
- Change primary email. The
...menu on any person opens the list of their known addresses, with the current primary preselected. - Integration actions follow. Provisioning and group actions resolve against the new primary right away.
- Logged on the person. Each change records a timeline event naming the new address and the one it replaced.
Where to find it: the ... actions menu on any person in People.
Available on all plans.
Request Timeline Shows Tags Added
The request activity timeline now records tags. When someone adds a tag to a request, Siit logs a Tag added event with the tag and who applied it, so you can see who classified a request and when.
Available on all plans.
Equipment Data Sync
Equipment records now pull office location from your MDM and keep their lifecycle in step with ownership, two more fields that stay accurate on their own.
- Office location from your MDM. Siit maps office location from Jamf, Microsoft Intune, Kandji, and JumpCloud through the equipment field mapping.
- Jamf buildings. On Jamf, Siit resolves the location from the buildings it already syncs.
- Lifecycle follows the owner. Assign an owner to a spare device and Siit moves its lifecycle to In service, unless you changed it yourself in the same edit.
Fleets syncing hundreds of devices keep their spare count true to what's actually on the shelf.
Where to find it: the equipment field mapping on your MDM integration, and any equipment record.
Available on Standard and Pro plans.
Satisfaction Survey Rating in the Public API and MCP
Requests returned by the Public API now carry their satisfaction survey rating. The field travels through the Siit MCP request tools too, so an AI client reads the rating alongside the rest of a request.
satisfaction_survey_ratingon requests. The field returns the rating an employee left after their request closed, andnullwhen no survey came back.- Same field over MCP. Siit MCP request tools return it with the rest of the request payload, no separate call needed.
Pull satisfaction ratings straight into external reporting instead of exporting them from the app.
Available on all plans.
App Access Activity Card and Events Log
The App Access activity card now reads as an events log. Siit records each action that moved the access status and lists them in order, directly on the card.
- Only what changed the status. The card carries the events that moved the App Access status and leaves the rest out.
- Full action coverage. Events span request creation, every approval, manual and automatic provisioning actions, provisioning failures, cancellations, expirations, and planned deprovisioning.
- Older records too. Siit backfilled events onto existing App Access records, so past access history reads the same way as new.
Admins can trace why an access ended up granted, failed, or expired without leaving the app's activity feed.
Where to find it: the Activity feed on any app.
Available on the Pro plan.
Redesigned Approval UI
Approvers now act from the row that names them. Approve and reject sit inline on your own approver line, in both Siit and the Self-Service Portal, instead of two large buttons at the top of the request.
- Inline approve and reject. The actions sit on your own approver row, where the reminder and expire controls used to be.
- The approver message shows. App Access approvals now display the custom message an admin wrote for approvers.
- A clear prompt on App Access. A Your approval is requested title introduces the actions, so a pending approver knows the App Access waits on them.
- Portal parity. The same approval card renders in the Self-Service Portal request overlay.
On a request carrying several approval rounds, each approver finds their decision right next to their own name.
Where to find it: any request or App Access with a pending approval, in Siit or the Self-Service Portal.
Available on all plans.
Skip Approval for App Access
App Roles now offer a fourth way to handle the approval step. Pick Skip approval and Siit provisions the access without running an approval cycle at all.
- Skip approval on an app Role. Choose Skip approval in the Role's Approval policy setting, next to the existing options: Auto approve, Auto reject, or a named approval policy.
- No cycle runs. Siit moves straight to provisioning, with no approver notified and no approval round opened.
- A card that matches. The approval cycle section drops out of the App Access card when a Role skips approval, so the card shows only what actually happened.
Use it for the apps everyone gets by default, where an approval round adds a step without adding a decision.
Where to find it: App → Roles, under Approval policy.
Available on the Pro plan.
Filter Requests by Read and Unread
You can now filter any request view by read or unread, so you can jump straight to what you haven't looked at yet and keep the rest out of the way.
- Focus on what's new. Narrow a view to unread requests so nothing you haven't seen slips past.
- Switch back anytime. Flip the filter to read to revisit requests you've already opened.
Where to find it: add the Read / Unread filter to any request view.
Available on all plans.
Restrict AI Agent Logs to Accessible Requests
AI agent conversation log access now follows request access. An admin sees the logs tied to the requests they can already open, instead of all-or-nothing access to an agent's entire history.
- Scoped by request access. Conversation logs respect the same access rules as requests, so an admin reads only the logs behind requests they can reach.
- Granular per role. Set log access per admin role to match each admin's request scope, from their own assignments and inboxes up to everything.
Reviewers and partial-scope admins get visibility into agent activity without opening up every request in the workspace.
Where to find it: Settings → Roles and Permissions
Available on the Pro plan.
Jira Service Management: Request Type on Escalation
When you escalate a Siit request to Jira Service Management, you can now set the Customer Request Type directly, the field JSM uses to route and categorize tickets. Escalated tickets land as the right request type from the start.
- A proper Request Type picker. Choose the JSM Customer Request Type from a dedicated select, the way JSM itself treats it.
- Default per board. Pick a default Request Type for each board's escalation, alongside the status and type defaults you already configure.
- Override at escalation. Agents can change the Request Type on the spot when escalating a request.
Where to find it: Settings → Integrations → Jira Service Management for the escalation defaults, and in the escalation dialog on any request.
Available on all plans.
Workflow Run History: Branch Column & Clickable Request IDs
The workflow run history table now shows which branch each run took and lets you jump straight to the request behind it, so tracing what an automation did is faster.
- Branch column. Each execution row shows the branch it followed, so you can see at a glance which path a workflow took.
- Clickable request ID. Click a request ID to open that request in a new tab, without leaving the history.
Where to find it: open any workflow and go to the Run history tab.
Available on all plans.
Full Sync Between App Access and Active Users
The Active Users list on an app now reconciles IdP membership and App Access in one place. Whenever Siit grants or revokes access through either source, the user appears or drops from the list right away, and you can see where each person's access comes from.
- Live sync across sources. IdP membership and App Access grants or revocations update the list immediately. Siit reference-counts access, so a user only drops off once their last remaining grant is gone.
- Access origin. Each user shows how they got access: through an IdP provider, App Access, or a direct admin add. One person can carry several origins at once.
- Activity timeline. App access actions appear as events you can follow, from request creation and approvals through manual and automatic actions, provisioning failures, cancellations, and planned deprovisioning.
This means admins can see why a user has access before revoking it, which matters for audits and clean offboarding.
Where to find it: the Active Users tab on any app.
Available on the Pro plan.
Configurable Approval Steps
Approval steps now let you decide what happens while an approval waits. Add a reminder, switch to another approver, or resolve the approval automatically after a delay, on both workflow approvals and approval policies.
- Send a reminder. Nudge the current approver over Slack, Microsoft Teams, or email once no response comes in after a set delay.
- Switch approvers. Hand the approval to a different approver when the first one hasn't acted.
- Auto-approve and auto-reject. Resolve the approval automatically once the delay passes. No further step runs after it resolves.
- Approvers as followers. Keep the original approvers on the request as followers, even after a switch.
Delays run on a business calendar, so reminders and escalations respect your team's working hours.
Where to find it: Settings → Approval policies, and inside any workflow approval action.
Available on Standard and Pro plans.
Teams and Inboxes as Approvers
You can now set a team or an inbox as an approver anywhere Siit runs an approval. The approver selector gains a Group tab next to the existing people list, and any member of the chosen team or inbox can sign off.
- Team and inbox approvers. Pick a team or an inbox from the new Group tab, alongside individual people, and combine both in the same step.
- Everywhere approvals run. Covers approval policies, workflow approval steps, playbook approvals, request manual approvals, and app access manual actions.
- Team or inbox as app owner. Set a team or an inbox as an app's owner or owner backup, so app access approvals and manual actions route to the group instead of one person.
- Clear accountability. When a team or inbox approves or rejects, the request shows which member took the action.
Route approvals to the team that owns the decision, instead of naming one person and hoping they're online.
Where to find it: the approver selector, under the new Group tab.
Available on all plans.
Approval Rounds in Approval Policies
Approval policies now support multiple sequential rounds. Each round runs only after the previous one is approved, and a rejection at any stage cancels everything downstream.
- Sequential rounds. Add as many approval rounds as the policy requires. Siit triggers each one only after the previous round is fully approved.
- Rejection stops the chain. If any round is rejected, Siit cancels all subsequent rounds automatically.
- Provisioning after final sign-off. Siit fires app access provisioning only once every round is approved, so nothing gets granted mid-chain.
Use rounds when a single approval step isn't enough: manager first, then security, then finance. Each approver group sees the request only after the previous group signs off.
Where to find it: Settings → Approval policies → [Policy] → Add another round of approval
Available on the Pro plan.
Updated App Access Question in Service Forms
The app access question card in the service form editor got a design refresh. The Type of apps to display and Role-based access request sections are clearer and more compact, with the configuration controls shown directly on the card.
Where to find it: Service Catalog → [Service] → Form → App access question
Available on the Pro plan.
Cancel and Follow Up on Pending App Access
The cancel and reminder actions now extend to app access approvals. You can cancel a stalled app access approval or nudge the approver directly from the request, the same way you already can for standard approvals.
- Cancel. Cancel a pending app access approval and Siit marks it as expired. A confirmation step prevents accidental cancellations.
- Send reminder. Nudge the app access approver with a one-click reminder. Siit logs it as an event on the request timeline.
Where to find it: open the app access card on any request with a pending approval, then use the ⋯ menu.
Available on the Pro plan.
Triage Agent Now Reads Attachments
The Triage Agent can now read the files an employee shares during intake, not just their text. When someone attaches a screenshot, image, document, or spreadsheet while describing a problem, the agent analyzes its contents and uses them as extra context to triage the request.
- Better service matching. A screenshot of an error screen or an app helps the agent route to the right service, even when the written message is vague.
- Fuller requests. Details visible in the attachment, like error messages, device info, or order numbers, can pre-fill form fields and the description.
- Fewer back-and-forths. The employee doesn't have to re-type what's already visible in the file they shared.
Attachment understanding works within the same conversational intake, on top of everything the agent already reads: knowledge base, services, form fields, and user data.
Available on the Pro plan.
Freshservice Two-Way Sync Control
You can now decide exactly what syncs between a Siit request and its linked Freshservice ticket, with the same per-direction control already available for the other ticketing tools. For each event, in each direction, you pick the behavior Siit applies.
- Per-direction control. Set From Siit to the ticket and From the ticket to Siit separately, so each side behaves the way you want.
- Behavior per event. Choose how Siit reacts when a ticket is resolved, an assignee changes, a note is added, or a new message is posted.
- Workspace-level escalation. Freshservice escalates at the Workspace level, so tickets land in the right place.
Where to find it: Settings → Integrations → Freshservice
Available now for Freshservice.
New MCP Tools: Requests, Workflows & App Access Roles
The Siit MCP server gains a new set of tools, so AI agents and custom integrations can do more with requests, workflows, and app access roles over the Model Context Protocol.
- Restore requests.
unarchive_requestbrings an archived request back, the counterpart to archiving. - Read attachments.
fetch_attachmentpulls an attachment on a request, with its file metadata and content. - Manage workflows. List, fetch, and create workflows, and read the workflow manifest schema to see every valid trigger, condition, and action.
- Manage app access roles. List, fetch, create, update, and delete app access roles, and read the provisioning actions schema for each.
Where to find it: MCP tool reference
Available now on the Siit MCP server.
Linear, Trello, Zendesk, Intercom & Freshdesk: Two-Way Sync Control
You can now decide exactly what syncs between a Siit request and its linked Linear, Trello, Zendesk, Intercom, or Freshdesk ticket. For each event, in each direction, you pick the behavior Siit applies, from resolving to matching to doing nothing at all.
- Per-direction control. Set From Siit to the ticket and From the ticket to Siit separately, so each side behaves the way you want.
- Behavior per event. Choose how Siit reacts when a ticket is resolved, an assignee changes, a note is added, or a new message is posted.
- Status mapping on escalation. Map how a resolved request translates into each tool, so tickets land in the right state.
Turn on the behaviors your team relies on, leave the rest as Do nothing, and Siit and your ticketing tools stay aligned automatically.
Where to find it: Settings → Integrations → Linear / Trello / Zendesk / Intercom / Freshdesk → Settings
Available now for Linear, Trello, Zendesk, Intercom, and Freshdesk.
Pending Approvals View in the Slack Home
Pending approvals now have their own view in the Siit Slack app Home, alongside your request views, so each one stays focused on a single task.
- Dedicated Pending Approvals view. All pending approvals appear under their own filter, separate from Assigned to Me and Assigned to my Inbox.
- Cleaner request views. The other views show only requests, with no approval items mixed in.
Where to find it: open the Siit app in Slack, then the Home tab.
Available on all plans.
Admins Can Now Submit Requests on Behalf
You can now choose who's allowed to submit requests for other employees. Alongside managers, workspace admins can create requests on behalf of anyone in the company, not just their own reports.
- Two independent toggles. Turn on Managers for their direct report, Siit admins for anyone, or both.
- Broader coverage. Admins handling access requests, equipment orders, or onboarding tasks can submit directly, for any employee, without switching context.
Where to find it: Settings → Requests → Request on behalf
Available on all plans.
App Access History in the People Profile
A person's Activity tab now includes their app access events, so admins can track every access request for an employee without leaving their profile.
- App access on the timeline. Each access event shows what was requested and its current status, from pending through provisioned or deprovisioned, alongside the person's other request history.
- Full audit trail. One view for an employee's complete access history, from the initial request through provisioning.
Where to find it: People → [Person] → Activity
Available on the Pro plan.
Cancel and Follow Up on Pending Approvals
You can now cancel a pending approval or nudge the approver, right from the approval line in the request thread. No need to close the whole request when an approval stalls.
- Cancel approval. Cancel a pending approval and Siit marks it as expired. A confirmation step prevents accidental cancellations.
- Send reminder. Nudge the approver with a one-click reminder. Siit logs it as an event on the request timeline.
Where to find it: open any request with a pending approval and use the icons next to the approver's name.
Available on all plans.
Jira & JSM Integration: Two-Way Sync Control
You can now decide exactly how a Siit request and its linked Jira or Jira Service Management ticket stay in sync. For each event, in each direction, you pick the behavior Siit applies, from resolving to matching to doing nothing at all.
- Per-direction control. Set From Siit to Jira and From Jira to Siit separately, so each side behaves the way you want.
- Behavior per event. Choose how Siit reacts when a ticket is resolved, an assignee changes, a note is added, or a new message is posted.
- Capability-aware options. Each direction only offers the actions it can perform, so you never set a behavior the tool can't honor. It also keeps a private note from surfacing as a public comment.
- JSM Customer Request Type. Map the Customer Request Type on escalation so tickets land in the right portal queue.
Turn on the behaviors your team relies on, leave the rest as Do nothing, and Siit and Jira stay aligned automatically.
Where to find it: Settings → Integrations → Jira → Jira settings
Available now for Jira and Jira Service Management, with more providers coming soon.
New "Assigned to my Inbox" View in Slack
The Siit app Home now separates what's assigned to you from what's sitting in your inboxes. Assigned to Me shows only your own requests, and the new Assigned to my Inbox view covers everything across the inboxes you're part of.
- Assigned to Me, focused. This view shows just the requests on you, without your team's inbox traffic mixed in.
- Assigned to my Inbox. A dedicated view for every request across the inboxes you belong to.
- Filters. Narrow either view by status and by inbox to land on what needs attention.
Where to find it: open the Siit app in Slack, then the Home tab.
Available on all plans.
Attachments in Manual Approvals
You can now attach files when sending a manual approval from a request. Approvers get them alongside the approval message in Slack, Microsoft Teams, or email.
Add documents, images, or PDFs straight to the approval, so approvers have the context they need on the spot: a contract, a purchase order, a bank instruction, whatever the decision depends on.
Available on all plans.
Auto-Resolve Requests Once App Access Is Provisioned
Siit can now resolve a request automatically once every app access item on it is provisioned, with no manual status change.
- Automatic resolution. When all app access records on a request reach the provisioned state, Siit marks the request resolved and logs a dedicated closing event on the timeline.
- On by default. The setting is already active in your workspace. Turn it off in Resolution settings if your team prefers to resolve these requests manually.
Handy for access-only requests where provisioning is the last step: the request resolves itself, and the timeline shows exactly why.
Where to find it: Settings → Resolution settings
Available on the Pro plan.
App Access Actions in the Employee Portal
Approvers and app owners can now handle app access straight from the Self-Service Portal: approve, reject, provision, and deprovision, without switching to Slack, Teams, or the admin console.
- Approvals. Approve or reject pending app access requests from the Pending approval tab.
- Provisioning. Mark access as provisioned or confirm a deprovisioning outcome from the same tab.
App access actions now work across every point of contact: Slack, Microsoft Teams, the Self-Service Portal, and the admin console. The portal closes the last gap for non-admin users, who already had these actions in Slack and Teams.
Available on the Pro plan.
Revamped Integration Library
The integration library now groups integrations by category and surfaces the ones you've already connected first.
- Category sections. Integrations are grouped by type (Channels, Ticketing, IdP, MDM, HR Systems, Knowledge), so you can scan straight to what you need.
- Connected first. Connected integrations move to the top. Any category with at least one connected app leads the page.
- Category tabs. Filter to a single type from the tabs, or stay on All for the full list.
- Refreshed cards. Each integration card has a cleaner layout and clearer hierarchy.
Where to find it: Settings → Integration library
Available on all plans.
Set Up Roles from Your IdP
You can now create an app's Roles straight from the groups already defined in your identity provider. Siit reads your Okta, Microsoft Entra ID, Google Workspace, or JumpCloud setup, lists the groups linked to the app, and lets you pick which ones become Roles.
- Group detection. Siit scans the connected IdP and surfaces every group tied to an app, flagging any group already used in another Role.
- Bulk creation. Select several groups and create all their Roles in one action.
- Two entry points. Start from the
App → Rolestab on any app, or from the IdP's integration settings page.
Connect your IdP, pick the groups, and the Roles are ready.
Available on the Pro plan.
Bulk Actions on Apps
Select several apps from the list and update them in one step, instead of opening each record.
- Owner. Reassign ownership across a set of apps at once.
- Type. Change the app type for multiple records together.
- Lifecycle. Update lifecycle status in bulk.
- Category. Recategorize a batch of apps in a single action.
- Archive. Archive apps together once they're no longer in use.
Where to find it: select apps in the Applications list, then open the bulk actions menu.
Admin Unresponsive as a Workflow Trigger
Workflows can now fire when an admin goes quiet on a request. It mirrors the existing Requester unresponsive trigger, watching the other side of the conversation.
- Set a threshold. When a requester sends a message and the assigned admin doesn't reply within the window you set, the workflow fires.
- Automatic reset. The timer stops the moment the admin replies or solves the request. A second requester message while it's running won't restart the count.
Use it to escalate stale requests, reassign to a backup admin, or send a reminder before SLA timers run out.
Where to find it: Workflows → Triggers → Admin unresponsive
New MCP Tools: Create Requests & Workflows
The Siit MCP server can now create requests and workflows, not just act on existing ones. Use it from Claude, Cursor, or any MCP-aware app. Use it from Claude, Cursor, or any MCP-aware app, to spin up an admin request mid-incident or stand up a workflow without leaving the conversation.
- Create requests. Generate a new request from a prompt, currently the Admin request type only.
- Create workflows. Build a new workflow from a plain-language description, without opening Siit.
Note: these tools require new scopes. Disconnect and reconnect your MCP integration to enable them.
Updating existing workflows through MCP is coming in the next release.
Available now in the Siit MCP server.
Jira & JSM Integration: Advanced Settings
You can now control exactly where escalated tickets land in Jira and Jira Service Management. Set which projects Siit can reach and how tickets get created when a request is escalated.
- Scope. Pick the projects or boards Siit can use, so the escalation picker only shows what's relevant.
- Escalation behavior. Set the status, assignee, and ticket type applied to tickets created from Siit.
- Field mapping. Map Siit request details to the matching fields in your ticketing tool, so context carries over.
The result: escalations land in the right project, with the right owner and the right details, every time.
Coming soon to Linear, Zendesk, Freshservice, and more.
Available now for Jira and Jira Service Management.
New MCP Tools
The Siit MCP server can now take action across Siit, not just read from it, directly from your LLM client: Claude, Codex, Copilot, Mistral, Dust, or any MCP-aware app.
- Agent execution. Pull a request's full event timeline and the AI agent's execution logs.
- People. Create, update, and merge users, archive or restore them, and pull teams, departments, office locations, and legal entities for context.
- Service catalog. Create and update services, and add, edit, or remove custom form fields on any service.
- Knowledge base. Draft, update, and publish articles, then archive outdated ones or send them back to draft.
- CMDB. Add and edit apps and equipment instead of only browsing them, and open any record in full detail.
Security is unchanged. Every tool runs on behalf of the authenticated user and stays scoped to exactly what that person can see and do in Siit, nothing more. Authenticated, scoped, and auditable by design.
Available on all plans.
Swedish Is Now Supported
🇸🇪 Siit can now be used in Swedish, alongside the other languages it already supports.
Where to find it:
Select Svenska (Sverige) from the language picker in the Employee Profile.
App Owner Backup
Every app can now have a backup owner: a single fallback contact for when the primary owner is away, so approvals and access requests keep moving.
Once set, the backup can stand in for the app owner across two places:
- Workflows. Pick the backup as an approver or assignee in any rule. If the primary owner is out, the workflow falls back to them automatically.
- Provisioning. Assign the backup as the responsible contact in a role's provisioning method.
Where to configure→
Open an app in your catalog and fill in the App owner backup field. One user, no groups.
Available on all plans.
MCP Server
Siit now speaks MCP. Connect any MCP-compatible client to your service desk and read or act on requests without opening Siit. Works with Claude, Cursor, Codex, VS Code, Windsurf, Zed, and any other MCP-compatible client.
What you can read
- Requests. List open requests with full context (requester, status, linked apps, equipment, and SLA), or fetch any single request with all its nested detail.
- People. Look anyone up by name, department, location, groups, and more.
- Catalog. Browse your apps, services, equipment, inboxes, and tags so your tools have the context to act.
What you can act on
- Updates. Change status, assignee, priority, tags, and linked apps or equipment directly from your client.
- Replies. Send a message or add an internal comment without switching tabs.
Security
Built on OAuth 2.1. Every action runs on behalf of the authenticated user and is scoped to exactly what you can see and do in the Siit dashboard, nothing more. Authenticated, scoped, and auditable by design.
Available on all plans.
Home Page on the Portal
Say hello to the Portal's Home page. Instead of landing on a list of tabs, employees now arrive on a single search bar, where they can ask a question and get an answer right away.
- Employees can ask anything and the Triage Agent replies with the answer, or turns it into a request for your team when it needs a human.
- The Ask button stays on every other tab, so nothing changes in the rest of the Portal.
Setup note
The Home page is off by default on existing portals. Admins turn it on from the Portal navigation settings, so your current setup stays exactly as it is until you opt in.
Available on all plans.
Grouped Requests
Related requests can now be grouped and handled as one. Act on the group once and the change reaches every request inside it.
- Reply or post an internal note on the group, and it lands in every request's thread.
- Set the assignee, priority, or service once, and every request inherits it.
- The group opens in its own overlay with a timeline spanning every request, so the full picture stays in one place.
- Open any single request to work it directly, or pull it out of the group when it no longer belongs.
Requesters never see any of this. Each keeps their own conversation, and when the last request leaves the group, it dissolves on its own.
Where to find it:
Select two or more requests in the Requests list, then Actions > Group.
Available on all plans.
App Access Policies
App Access is now generally available. Decide who can request each app, how it's approved, and how access gets granted, all from a per-app Roles setup.
- Roles. Each app has its own Roles on the
App → Rolestab. A Role connects an audience, an approval policy, optional form fields (access length, business reason), and how access is provisioned. - Approval Policies. Build an approval flow once in
Settings → Approval Policies, then reuse it on any Role across your apps. - Provision method. Grant access automatically (add to a group or app instance), route it to the app owner to handle manually, or combine both in a two-step flow.
- App Access records. Each grant tracks its own lifecycle and audit trail, separate from the request that created it. Scheduled deprovisioning runs even after the request closes.
One request can open access across several apps, each managed independently from there.
Where to find it: App → Roles tab and Settings → Approval Policies
Available on the Pro plan.
IdP provider as a Workflow condition
Workflows can now branch based on the requester's identity provider.
Add IdP provider as a condition in any workflow branch to route requests differently depending on whether the requester is managed in Okta, Microsoft Entra ID, Google Workspace, or JumpCloud.
Available on all plans.
Triage Agent improvements
Five improvements to the Triage Agent this release, from clearer conversation endings to a new home in Microsoft Teams.
- Clearer conversation exits: When the Triage Agent ends a conversation, it now explains why and points the requester to what comes next: create a request, keep talking in the thread, or move to a private message once a request exists.
- Slack channel recognition: Mention a Slack channel in a conversation and the Triage Agent resolves it correctly when it routes or tags the request.
- Pre-filled handoff: When the Triage Agent hands off to a human, it pre-fills the request form with everything it gathered in the conversation.
- Suggestions in the requester's language: The Triage Agent now translates suggested articles to match each requester's language setting, so people get recommendations they can actually read.
- Microsoft Teams personal app: The Triage Agent now runs in the Microsoft Teams personal app, so employees can start a conversation in a private chat instead of posting in a channel.
Available on Pro. Essentials and Standard plans get a free 14-day trial.
Country in Audience Rules
Audience rules now support Country as a filter. Target services, workflows, articles, portal access, and application roles to people in specific countries without maintaining separate groups for each one.
- Country field: Filter audiences by the country on each person profile.
- Combines with existing filters: Use country alongside department, role, location, and other fields inside the same audience rule.
Available on all plans.
Clarification format options for the Triage Agent
You can now choose how the Triage Agent asks clarifying questions to fit the style your team prefers.
- Bundled clarifications. The agent groups every question it needs into a single message and waits for one combined reply.
- Sequential clarifications. The agent asks one question at a time and waits for the answer before moving to the next, like a conversation.
Available on the Pro plan. Reach out to your CSM to activate and pick the format that fits your team.
Permissions per AI Agent
Each AI agent now has its own permission set. Admins control access agent by agent, instead of through a single broad setting.
What's new:
- Per-agent configuration control: Decide independently who can edit each AI agent's setup, including its playbooks.
- Scoped logs and analytics: Grant or revoke access to an agent's logs and analytics on the same matrix.
- Independent of request management: AI agent access no longer depends on the broad request management permission, so narrower role scopes are now possible.
Where to find it: Roles & Permissions → AI Agents.
Available on all plans.
External public resources in the Knowledge Base
Any public URL can now be added as a knowledge resource, alongside articles synced from Notion, Confluence, and Slab.
- The Triage Agent picks them up automatically in article suggestions, treating them like any other article.
- The IT Agent uses them only when explicitly set up,; either added to its configured knowledge, or referenced inside a playbook.
Triage Agent on the Portal
Employees can now reach the Triage Agent directly from the Portal, the same way they already do in Slack and Microsoft Teams.
The Ask button opens a conversation from anywhere in the Portal, and a new AI tab keeps every conversation in one place, so employees can come back to a thread later or jump straight to the request it became.
Note
- If you already had AI Assist on the Portal, the Triage Agent replaces it automatically.
- If you don't have AI on the Portal yet, turn on the AI feature from Portal settings
Available on the Pro plan.
Triage Agent
Meet the Triage Agent, Siit's newest AI agent dedicated to request intake. It runs the full intake conversation in Slack and Teams: deflecting what doesn't need a ticket, asking the right questions when necessary, filling the fields, and setting the priority. All before anyone on your team gets pinged.
What's new
- Collects every required custom form field through conversation
- Sets priority, tags, and the right service automatically
- Attaches the full intake conversation to the request timeline
By the time a request hits your queue, the service is set, the fields are filled, the priority is right. Your team just acts.
Setup note: Make sure there is a clear description in each service's About field. The Triage Agent uses it to match incoming requests to the right service.
Configure: Settings → Agents → Triage Agent
Available on Pro. Essentials and Standard plans get a free 14-day trial.
Heads up: Starting May 27th, the Triage Agent takes over all request intake from the current AI Assist feature, which will be discontinued. Existing configuration migrates automatically, no action required.
Request table improvements
Shape the request list around how each team works.
- Reorder columns per view: Drag columns into the order you want. The order saves to the view, so anyone opening it sees the layout you set.
- Search inside a view: Find a specific request without rebuilding filters.
- Cleaner filter selection: Selected values stack at the top of multi-value filter dropdowns, so picking and reviewing them takes fewer clicks.
- More room in the views bar: The "All views" label is now an eye icon, leaving space for the views you use most.
Every view now reflects a specific way of working, without affecting how others see the queue.
Assignee Mention in Quick Replies
Workflow quick replies now include an Assignee variable.
When the workflow fires, {{assignee.mention}} notifies the admin assigned to the request.
Add it from the variable picker, under Assignee.
Slack Group Mentions in Playbooks and Quick Replies
Playbook instructions and workflow quick replies now support Slack user group mentions alongside people, teams, and inboxes.
Type @ in the editor to mention any user group configured in your Slack workspace, like @security or @on-call-eu.
The right people get notified at the right step, without manual coordination.
Requester as a Dynamic Approver
Approval actions now include Requester as a dynamic approver option, alongside Manager and App owner.
- Assigns the approval step to the person who submitted the request
- Available under the Dynamic section in any Approval action's approver picker
- Works alongside existing logic settings, including "First one to approve"
Use it when a workflow needs the requester to confirm or validate something before the next step runs.
Admin Availability in Assignment
When assigning a request manually, the assignee picker now displays each admin's availability and active request count.
- Shows availability based on the Business Calendar set for the admin in that inbox
- Displays current active request count next to each admin's name
- Reflects inbox-specific availability: the same admin can appear available in one inbox and offline in another
Manual assignment now comes with the context needed to route to the right person.
Merge Application Instances
You can now merge duplicate application instances and unlink sources directly from the App instances tab.
- Merge two instances of the same app into a single record, aggregating sources and access levels from both
- Choose which application record's metadata serves as the canonical entry
- Unlink individual sources from an app to control how integrations map to a given application
Useful when the same app appears across multiple sources, such as an Okta sync running alongside a manually created entry.
Where to find it: Application overview → App instances tab
Request on behalf
Managers can now submit requests on behalf of their direct reports, with the right employee attributed as requester from the start.
Select any direct report as the requester when creating a request via Slack, Microsoft Teams, or the portal. No reassignment needed after submission.
Enable it in Settings → Request on Behalf
Business Calendars & SLA Rules
Business Calendars are now available in Siit.
Create schedules that match how your teams work, by location, shift, or timezone, and attach them to SLA Rules and admins.
What's new:
- Define working schedules per location or team rhythm
- Attach calendars to SLA Rules so timers only run during active hours
- Assign calendars to admins so routing reflects actual availability
- Exclude specific admins from auto-assignment while keeping their inbox visibility
This is the foundation for availability-based auto-assignment and workload capacity control. Configure your first calendar to unlock them.
Where to configure: Settings → Business Calendars
Microsoft Entra ID Actions
Manage Entra ID group memberships without leaving Siit.
You can now execute Microsoft Entra ID actions directly in request overlays, workflow automation paths, and AI agent actions. No more switching to the Entra ID Admin Console.
Group management
- Add user to Entra ID Group – Provision group access based on role, department, or request
- Remove user from Entra ID Group – Revoke access during offboarding or role changes
Configure which roles can execute Entra ID actions in Settings → Roles & Permissions.
Entra ID actions work across the full employee lifecycle: onboarding new hires into the right groups, updating memberships on role changes, and removing all access during offboarding. Perfect for organizations using Entra ID Groups for Drive folders, Calendar access, email distribution lists, and application provisioning.
To get started, go to Settings → Integration library and reconfigure your Microsoft Entra ID integration.
AI pre-request conversation
See exactly what the AI agent discussed with an employee before a request was created.
When the AI agent handles a conversation to deflect or triage a request, that full exchange is now visible directly in the request thread. Click AI triage conversation at the top of the thread to expand it.
No more guessing what was already said. Every request now carries its full context, from the first AI message to the moment it landed in your queue.
Email Format Viewer
Read emails the way you need to.
You can now view any email message on a request in three formats: HTML, Plain text, and Raw source. Whether you're debugging a rendering issue or checking the raw payload, the right view is one click away.
Click the top-right corner of any email message to switch between formats.
Bulk associate applications and equipment
You can now associate applications and equipment across multiple requests at once. Select the requests you need from the request list, then assign one or more applications or equipment items in a single action.
No more updating each request one by one.
Google Actions
Manage Google Workspace users and group memberships without leaving Siit.
You can now execute Google Workspace actions directly in request overlays, workflow automation paths, and AI agent actions, eliminating the need to switch to the Google Admin Console.
Group management
- Add user to Google Group – Provision group access based on role, department, or request
- Remove user from Google Group – Revoke access during offboarding or role changes
User management
- Suspend / Unsuspend user – Instantly lock or restore account access
- Force password change – Require a user to reset their password on next login
- Clear user sessions – Sign a user out of all active Google sessions
Google Actions work across the full lifecycle: onboarding new hires into the right groups, updating memberships on role changes, and removing all access during offboarding. Teams using Google Groups for Drive folders, Calendar access, email distribution, and application provisioning can now handle this entirely through Siit—whether triggered manually, automated in a workflow, or executed by an AI agent.
To get started, go to Settings > Integration library and reconfigure your Google integration.
App Library on Portal
Give employees a single place to browse and request the apps they need.
You can now enable an App Library directly on your self-service portal. Define which apps are available, organize them by category, and route each request to the right service—so employees can find and request access without pinging IT.
- Curate your catalog — Choose which apps employees can see and request
- Route to the right team — Map each app request to a specific service
To enable go to: Settings → Portal → App Library
Tags: Scope by inbox
Organize your tags by team so you can find the right ones instantly.
- Set visibility per inbox — Assign tags to specific teams like IT, HR, or Finance
- Cleaner tag lists — Each inbox only shows tags relevant to that team
- Flexible defaults — Existing tags stay visible to everyone; adjust scope anytime
Scope by inbox: Message templates & tags
Organize your message templates and tags by team so you can find the right ones instantly.
- Set visibility per inbox — Assign templates and tags to specific teams like IT, HR, or Finance
- Cleaner lists — Each inbox only shows what's relevant to that team
- Flexible defaults — Existing templates and tags stay visible to everyone; adjust scope anytime
Bulk Replies and Notes
Reply or add internal notes to multiple requests at once, directly from your request list.
- Select and send — Choose multiple requests, write one message, and send to everyone at once
- Keep it personal — Use variables to personalize each message automatically
- Handle similar issues faster — Perfect for outages, announcements, or batch updates
Workflow Execution History
Audit, debug, and monitor every workflow run
View complete execution history for all workflows directly in the builder. A new "Run History" tab shows every run with timestamps, triggers, and outcomes.
What you can do:
- Filter by request ID or email to find specific runs
- Click any row for step-by-step execution details
- See error diagnostics for failed runs
- Debug failures and verify execution without digging through system logs
Works across Request, People, and Date-based workflows.
AI Logs
Complete visibility into agent reasoning and actions
AI agents now provide detailed execution logs showing every decision, action, and reasoning step. See exactly what the agent evaluated, why it chose specific actions, and the complete audit trail for every request handled.
What you can do:
- View step-by-step execution timeline for every agent interaction
- See the agent's decision-making process in plain language
- Track every action, approval check, and data lookup
- Filter searchable history by request, user, or time range
Debug unexpected behavior, provide compliance audit trails, and build stakeholder confidence by showing exactly how the AI works in production.
Access logs from the agent monitor page.
Microsoft Teams Integration 2.0
Submit and manage service requests directly in Microsoft Teams. Our updated native Teams integration lets you turn messages into tickets and track requests without leaving your workspace.
What's new:
- Submit requests instantly through message actions
- Track all requests and their status in real-time within Teams
- Receive notifications when requests are updated, commented on, or resolved
- Native integration with Microsoft 365 and Outlook
Getting started:Install the updated Siit app from the Microsoft Teams App Store or connect it through your Siit workspace settings.
SCIM Provisioning & Role-Based Access Control
Siit now supports SCIM 2.0 provisioning with Okta, JumpCloud, OneLogin, and any SCIM-compliant identity provider.
Automatically sync users, groups, and role assignments from your IdP to Siit. When someone joins, changes roles, or leaves your company, their Siit access updates instantly—no manual imports or admin cleanup.
Pro plan admins: Configure SCIM in Settings → Security and map your IdP groups to Siit roles.
Associated Apps & Equipment Filtering
This makes it faster to find and manage requests related to specific tools or assets—whether you're tracking app access requests, equipment issues, or onboarding workflows.
What's new:
- Filter requests by associated applications
- Filter requests by linked equipment
- View associated apps and equipment directly in the requests list
This builds on our ongoing work to better connect apps and equipment with requests, giving you more ways to organize and track your service desk operations.
Update request details directly from Slack
Admins can now modify requests without switching to Siit. Use the "Update request" button in Slack notifications to change status, priority, or assignee—changes sync instantly.
What's included:
- Update request button in admin Slack notifications
- Edit status, priority, and assignee fields
- Real-time sync to Siit
Customize your Slack home
You can now control what employees see in their Slack home. Head to Channels > Slack > Siit app to choose which features to show and arrange them in your preferred order.
Applications and equipment on requests
Requests can now be directly linked to specific applications and equipment, giving you better data structure and new automation capabilities.
What's new:
- Link requests to applications and equipment for clearer data visibility
- Run more granular reports by app or equipment to identify trends and most-requested items
- Use new workflow actions based on applications and equipment to automate processes
This replaces the previous approach of embedding apps and equipment within services or custom fields, giving you more detailed tracking and control.
Email satisfaction survey
When a request is resolved, Siit now sends an automatic satisfaction survey via email. Users can rate their experience with one-click emoji ratings (😞 😐 😃 😍)—no login required.
Track service desk performance and identify areas for improvement. See which request types, teams, or workflows deliver the best experience—and which need attention.
Use satisfaction data to measure SLA quality beyond speed, identify training opportunities, and justify investments with real user sentiment.
Available now for all plans.
Improved request details view
We've redesigned the request details overlay with increased height and width for better readability.
This update lays the groundwork for upcoming improvements including full-width view, keyboard navigation through request lists, and new request fields for associated apps and equipment.
Role-based AI agent access
You can now configure AI agent access at the role level. In Settings > Roles & Permissions > AI Agents, toggle which agents are available to each role in your organization.
Enable or disable specific agents per role, ensure users only see agents relevant to their function, and manage all agent permissions in one place.
Not every role needs access to every agent. HR admins don't need the IT Agent, and finance users don't need HR workflows. This reduces noise, improves discoverability, and ensures users interact with the right agent for their needs.
Perfect for restricting sensitive agents to authorized roles, simplifying the experience for end users, and maintaining compliance by limiting access to confidential workflows.
Available now in Settings > Roles & Permissions.
Duplicate Workflow Branches
You can now duplicate branches in the workflow builder. Right-click any branch and select "Duplicate branch" to instantly copy the entire logic—conditions, actions, and nested steps included.
Stop rebuilding similar workflows from scratch. Duplicate branches to create variations for different teams, departments, or approval flows while keeping the core logic intact.
Perfect for creating department-specific onboarding flows, building similar approval paths with different thresholds, or replicating access request patterns across multiple apps.
New Employee Portal
We rebuilt the employee experience with a unified view of requests created, requests being followed, pending approvals, and AI conversation history.
New customization options let you tailor what employees see—services, apps, directory, knowledge base—so everyone gets exactly what they need.
The new portal is live for all accounts today.
Automate Slack Directly from Workflows and AI Agents
Stop manually adding people to channels. Let Siit handle it. Five new Slack actions are now available in workflows and agent paths:
- Add user to Slack group – Auto-provision private group access
- Add user to public channel – Grant channel access on demand
- Create public channel – Spin up channels dynamically
- Archive public channel – Clean up channels automatically when projects end or teams disband
- Post a message on a Slack channel – Send notifications and updates
Improved Documentation
We refreshed our docs with clearer explanations, better examples, and faster answers. Everything you need to understand features, configure workflows, and unlock advanced capabilities.
Keyboard Shortcuts
Navigate Siit without ever touching your mouse.
We've added keyboard shortcuts across the dashboard so you can jump between requests, trigger actions, and search without breaking flow. Less clicking, more doing.
Try it now: Press Ctrl + S anywhere in Siit to see all available shortcuts.
Siit Now Speaks 8 New Languages
Global teams need localized experiences. 🇪🇸🇮🇹🇵🇹🇯🇵🇷🇴🇰🇷🇮🇱 🇧🇷
Siit is now available in Spanish, Portuguese, Japanese, Italian, Romanian, Korean, Arabic, and Hebrew.
Whether your team is in São Paulo, Seoul, or Barcelona, they can now use Siit in their preferred language. Switch instantly in user settings.
Create Request Actions
A new Workflow action that automatically opens a second request when something happens on a primary one — for example, when it’s submitted, updated, approved, or moved to a specific status.
This lets you orchestrate multi-step processes and route work to the right teams, queues, and request types — without manual triage.
Example use cases:
- Onboarding: When “New hire” is submitted, automatically create “Laptop provisioning,” “SaaS access,” and “Payroll setup” requests.
- Offboarding: On submission or approval, create “Reclaim equipment” and “Disable accounts.”
- IT/TechOps: When an incident is created or reaches a certain status, open a “Problem/RCA” or “Change” request.
- Finance/RevOps: When “Vendor request” is approved, trigger a “PO creation” request for Finance
Role-Based Workflow Access
You can now control access to Workflow categories based on admin roles.
Define per-role permissions to specify which categories each role can view or manage, then assign roles to admin groups. This allows for least-privilege access, clearer separation between HR/IT/Security workflows, and reduced admin clutter.
Workflow Chaining
Workflows can now trigger other workflows. When one workflow changes a record (adds a tag, updates status, assigns someone), any workflow listening for that event runs automatically.
Build small, focused workflows that compose into sophisticated automation chains.
Manage Admin Notifications
You now have finer control over admin notification settings:
- For New request and Change of assignment events, you can define the notification scope:
- Requests assigned to you
- Requests in your inboxes
- Unassigned requests
- Added notifications for snooze expiration events.
- Added configuration options for SLA breach alerts, allowing notifications at or before the breach time.
Admin Notifications Improvements
You now have more control over your notifications. For New Requests and Change of Assignment notifications, you can define the scope:
- Requests assigned to you
- Requests in your inboxes
- Unassigned requests
👉 Learn how to manage admin notifications
Internal Note Action
You can now automatically create an internal note as part of any workflow.
- Notes are added to the request conversation and timeline, visible only to admins and agents (never to the requester).
- They support workflow variables like requester details, approver results, app/device info, external ticket IDs, costs, and run links — ensuring your team always has the right context at the right time.
Contextual Approval Messages
You can now add a custom message to any Approval step in a workflow.
The message appears directly in the approval card in Slack/Teams and in email, giving approvers the context they need (who, what, why, cost/urgency, links) to make faster, more informed decisions.
Request List Navigation
You can now browse and interact with the request list while an overlay is open — making navigation faster and smoother.
Additionally, overlays will no longer close when clicking outside of them; use the close button or press Esc instead.
Text Formatting (Synced to Slack)
Write with clarity using bold, italics, links, and more. Your formatting in Siit is automatically reflected in Slack for consistent, professional communication.
Workspaces
You can now create multiple workspaces under a single account, linked to a specific email. Each workspace maintains distinct user lists and separate billing plans.
To switch between workspaces:
- Click on your profile picture in the top right corner.
- Hover over "Switch workspace."
- If you have other workspaces associated with your account, a list will appear for you to select from.