Revelation Helpdesk

Not Every Growing Business Needs ITSM. If you’re wondering whether it’s time for a help desk upgrade, here’s the short answer: if your current system can’t keep up with ticket volume, can’t separate departmental needs, lacks automation, or makes reporting a chore — then yes, it’s time. Most teams don’t launch with a full-fledged support operation. They start simple: shared inboxes, spreadsheets, maybe a free-tier help desk tool. And at first, that works. But as the team grows, the cracks begin to show — lost tickets, unclear ownership, and no real visibility into what’s working (and what’s not). At this stage, many start looking for a more robust solution. But here’s the catch: jumping straight from barebones tools to an enterprise-grade ITSM platform can be a costly overcorrection. ITSM platforms advertise bells and whistles, but the truth is you don’t always need change management or a service catalog. Most teams just need a help desk upgrade that can keep pace without overwhelming...

Automation Isn’t All or Nothing AI may be the buzz in every industry right now, but the truth is this: before it can deliver real value, your team needs a solid automation foundation. The biggest gains usually come not from cutting-edge intelligence, but from eliminating the repetitive steps that slow you down every day. That’s why effective help desk automation starts with simple, rules-based workflows. Things like routing tickets to the right place, sending updates automatically, or closing out stale requests don’t require AI to transform your team’s efficiency. And once those workflows are humming? That’s when AI becomes a powerful next layer. Revelation’s new AI features build on top of automation, helping with clarity, summaries, and faster responses without replacing human judgment. So what should you automate? And just as importantly, what shouldn’t you? What Help Desk Automation Can (and Should) Handle Let’s start with the wins. There are plenty of areas in your support proce...

If it's been a while since you last opened Revelation on your phone, this is your sign to give it another look. As part of our ongoing UI refresh, Revelation’s web app is now fully responsive and designed to work seamlessly on any mobile device. That means no more legacy apps, no extra downloads, and no clunky navigation. What’s New on Mobile? Last year, the decision was made to deprecate our legacy iOS and Google apps in order to move towards a native web app. With the latest September 2025 release, that vision has been realized. Within our native web app, you can: Log a ticket View and manage open tickets Jump to a specific ticket Work tickets in real time Access your Revelation Contacts Use AI to help categorize, prioritize, or draft responses on the fly (if enabled) This responsive mobile experience replaces our legacy downloadable apps, consolidating Revelation’s essential functionality into one seamless place. No s...

Artificial Intelligence is everywhere in today’s IT conversations — but in the helpdesk world, what matters isn’t hype, it’s how AI makes your workday easier, faster, and more secure . That’s why we created Revelation AI: a set of built-in capabilities that help you work smarter without ever compromising your Microsoft 365 security. From summarizing tickets and drafting responses to refining your communication style, Revelation AI was designed with one goal in mind: to support your expertise, not replace it. To help you explore what’s possible, we’ve put together this complete guide to AI in Revelation helpdesk. Each post below dives into a different aspect — from practical use cases to security, best practices, and what’s coming next. 1. Why We’re Selective About AI We start with the foundation: Revelation’s approach to AI. Instead of adding features for buzzword appeal, we’ve built AI only where it delivers real, measurable value . Read: Artificial Intelligence in Revelation...

  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...

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...

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...