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Introducing the Revelation v27 UX Refresh: A Clearer, More Personal Way to Work

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Revelation helpdesk now runs in light and dark mode, giving users one more way to customize their helpdesk experience. The tools you use every day should make it easier to focus on the work in front of you. When you’re managing incoming requests, switching between tickets, checking priorities, and keeping customers informed, the way information is presented makes a difference. With our upcoming Revelation v27 release, we’re beginning the rollout of a refreshed user experience across Revelation helpdesk, our flexible service management platform for managing support requests, workflows, teams, and day-to-day service delivery. The refresh brings a more organized workspace, greater control over how you view information, and easier access to the actions you use most. Whether you use Revelation for IT support, facilities, operations, or other departmental service requests, these updates are designed around the practical demands of your day. Existing users will recognize their familiar workfl...
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The Future of Revelation helpdesk Licensing

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For more than two decades, Revelation helpdesk has helped organizations manage requests, track work, improve accountability, and deliver better service to their internal and external customers. During that time, we've been fortunate to build relationships with organizations that have remained with us for 10, 15, and in some cases nearly 20 years. Those long-term partnerships are something we're incredibly proud of. As we look toward the future of Revelation helpdesk, we're making an important change to how the product is licensed.  At the end of this year (2026), we will be retiring our perpetual lifetime licensing model and  standardize around Annual Subscription, Multi-Year Subscription, and Site License agreements. While licensing changes rarely generate the excitement of new features or product enhancements, they play an important role in ensuring the long-term health of the platform. By aligning our licensing model with the realities of modern software developmen...
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AI Suggest: Bringing Clarity to Ticket Descriptions

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Every helpdesk team has seen it: a ticket description that says only “ Help ,” or one that buries the real issue under a wall of text. Those tickets slow things down. They make queues harder to read, harder to sort, and harder to prioritize. AI Suggest, the newest feature added to Revelation helpdesk’s Rai, helps agents bring order and clarity to those moments. It doesn’t rewrite tickets on its own without user input: instead, it works alongside your team, offering clearer language that makes your queue easier to understand and your reports easier to trust. Built to Clarify, Not Replace AI Suggest analyzes a ticket’s description and proposes a refined version that captures the real intent of the request. Agents can review that suggestion, make edits, and choose whether to apply it. Nothing changes automatically: every update remains in human hands. This helps teams: Maintain consistent, easy-to-scan descriptions across the queue Cut down on confusion when tick...
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AI Best Practices for Helpdesk Teams: Getting the Most from Revelation AI Assist and AI Edit

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  The launch of  Revelation AI Assist  and  AI Edit  opens up new opportunities to save time, improve communication, and work more efficiently. But like any tool, the value you get depends on how you use it. This guide will help you get the most from these AI features from day one — ensuring you get accurate, relevant, and secure results every time. 1. Give AI Assist the Full Picture AI Assist works best when it has all the information it needs. Include complete ticket details  – Add error messages, device types, and steps already taken before prompting AI Assist. Be specific in your requests  – “Draft a client update confirming VPN fix” produces better results than “Write an email.” Use ticket history  – Let AI Assist pull from all past updates so your summaries and recommendations are complete. Example: Instead of: “Help with printer issue.” Try: “Summarize Ticket #23455, noting the troubleshootin...
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The Future of AI in Revelation helpdesk: Our Roadmap and Your Role

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The introduction of  Revelation AI Assist  and  AI Edit  is just the beginning of our AI journey. These features were deliberately chosen to solve high-value, everyday challenges for helpdesk teams — but we know there’s even more potential ahead. Our vision for AI in Revelation helpdesk is guided by the same principles we’ve had from the start:  useful first, secure by design, human in the loop, and built for the real world . The Next Evolution: From Ticket-Level to System-Wide AI Assistance Today, Revelation AI Assist works brilliantly at the  ticket level  — giving you insights, summaries, and recommendations for the task at hand. But we see a future where AI Assist becomes a  system-wide assistant  across your entire helpdesk. In that vision, AI Assist “hooks” into the Revelation backend API to unlock a whole new range of capabilities: Search & Retrieve  – “Show me all open tickets from last week.” Create N...
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Data Security and AI: Why Your Tickets Never Leave Your Environment

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In the age of Artificial Intelligence, data privacy isn’t just a consideration — it’s a requirement. Many AI tools send your data to third-party servers you don’t control, raising serious concerns about confidentiality, compliance, and governance. At Revelation helpdesk, we’ve taken a different approach. Our AI features —  Revelation AI Assist  and  AI Edit  — are built from the ground up with  security first . That means your ticket data, as it relates to AI queries,  never leaves your secure environment . Our Security-First Design We knew that for AI to be trusted in a helpdesk setting, it had to meet the same rigorous standards as the rest of your IT infrastructure. That’s why we built Revelation AI on top of  your own Microsoft Azure AI instance , fully contained within your Microsoft 365 tenant. This architecture means: No uncontrolled data sharing  – Your ticket data never travels to public AI services. Microsoft-grad...
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AI Edit: Your Built-In Writing Partner in Revelation helpdesk

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Clear, consistent communication is at the heart of great customer service. But in the rush of a busy helpdesk day, it’s easy to end up with messages that are too long, too short, or not quite in the right tone for the situation. That’s where  AI Edit  comes in — your built-in writing partner inside Revelation helpdesk. Whether you’re drafting action notes, closing statements, or customer updates, AI Edit helps you fine-tune your message so it’s clear, professional, and on point. What Is AI Edit? AI Edit works alongside  Revelation AI Assist , but focuses specifically on improving the way you write. Instead of just checking for typos, it intelligently rewrites your text to match your chosen tone and length — without losing the meaning or technical accuracy. Because it runs on  your own Azure AI tenant , any text you send for editing stays  inside your secure Microsoft 365 environment , just like the rest of your AI queries in Revelation helpdesk. Three To...
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Revelation AI Ticket Assist in Action: Real-World Scenarios That Save You Time

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When you’re managing a busy helpdesk, every minute counts. Between reading through long ticket histories, drafting updates, and figuring out the next step, it’s easy to lose valuable time on repetitive tasks. That’s exactly why we created  Revelation AI Assist  — to give you fast, relevant, and actionable support without ever leaving your ticket. What Is Revelation AI Ticket Assist? Revelation AI Assist is your productivity partner inside Revelation Helpdesk, powered by  your own Azure AI tenant . It uses the data already in your ticket to generate helpful outputs you can use immediately — all while keeping your ticket data, as it relates to AI queries,  inside your secure Microsoft 365 environment . Instead of switching between tools or starting from scratch, you can: Summarize complex tickets in plain language. Suggest and prioritize troubleshooting steps. Draft professional end-user responses. Analyze tone and sentiment for be...
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