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

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 workflows, with a refreshed layout that makes information easier to scan and the workspace easier to personalize.

Here’s a closer look at what’s coming.

Your Homepage: A Clearer View of the Day Ahead

Your homepage is where you get your bearings. It helps you understand what’s arrived, what’s already underway, and what needs attention next. In v27, we’ve brought that daily picture into a more focused layout, with clearer organization and more room for your ticket list.

The refreshed homepage puts workload information and navigation within easy reach:

• At-a-glance status counts: Move between new, current, at-risk, and late tickets using the counts across the top of the page.
• Daily activity in view: See ticket counts, time logged, and current workload alongside the list you work from.
• More space for tickets: A compact header and collapsible left navigation let you give the ticket list more screen space.
• Clearer client grouping: Familiar grouping options remain available with a cleaner visual structure.

Together, these changes help you move from checking the overall picture to focusing on a specific ticket, with fewer competing controls on screen.

Personalize Your View: Make Revelation Work Your Way

People use Revelation differently. A busy support analyst may want as many tickets visible as possible, while a team lead may prefer a more spacious view organized around clients or teams. Your workspace should accommodate those preferences.

Revelation v27 brings everyday display choices into a focused homepage settings panel, making it easier to adjust the experience around your role and working style.

• Choose your display density: Use a compact layout for higher ticket volumes or a more spacious view for easier scanning.
• Set your preferred grouping: Choose separate client cards or a classic continuous list.
• Control visible flags: Show the client, project, and end-user flags that provide useful context for your work.
• Adjust date presentation: Set your preferred date format.
• Choose your appearance: Select Light, Dark, or Auto from the same settings area.

Having these options together makes it easier to create a view that feels comfortable and presents information in the way you find most useful.

Shape the Ticket Grid Around the Details That Matter

The ticket list is often where you decide what to work on next. The more relevant information you can see there, the easier it is to assess a request before opening it.

The updated grid controls give you more flexibility over which details appear and how they are arranged.

• Choose the fields you need: Build a view around the information most relevant to your responsibilities.
• Arrange columns in your preferred order: Position fields to match the way you scan and prioritize tickets.
• Add a secondary value: Display an additional value beneath a column when related details are useful together.
• Save your layout: Keep your preferred arrangement ready for the next time you work.

For someone managing a queue, the priority may be assignment and status. For someone handling individual requests, it may be client and ticket context. These controls help each person bring the right information into view.

Working with Tickets: Keep Your Place as You Move Between Requests

Working a ticket rarely happens in isolation. You may need to check another request, review previous notes, update details, and then return to your original task.

The refreshed ticket details page supports that movement with clearer sections, visible pinned ticket tabs, and convenient access to frequently used actions.

• Move between open tickets: Use your pinned tickets to switch between requests and return to work already in progress.
• Find Edit quickly: A more prominent Edit action makes routine updates easier to locate.
• Keep the history close: Notes and Storyline remain part of the main ticket workflow.
• Access assistance in context: Open Ask RAI directly within the ticket experience.

The result is a more organized place to work through a request, with the ticket’s information and your next actions kept close together.

Updated Ticket Timeline: Understand SLA Progress at a Glance

Understanding a ticket’s service-level position means looking at both what has happened and what is due next. The updated timeline brings those details together so you can see progress in context.

The visual timeline follows the ticket through creation, response, resolution, and closure, making milestones and deadlines easier to interpret.

• See the stages together: Review key milestones in a single timeline.
• Recognize completed or on-track stages: Green indicators show progress that is complete or on track.
• Spot approaching risks: Yellow indicators draw attention to stages nearing risk.
• Identify overdue targets: Red indicators highlight breached or overdue SLA targets.

For support staff and team leads, this provides a clearer starting point for deciding where follow-up or intervention may be needed.

People, Queues, and Teams: Focus on the Right Workload

Sometimes you need to see your own tickets. At other times, you need to review a shared queue, check a colleague’s workload, or understand how work is distributed across a team.

The redesigned left navigation makes these changes of focus more accessible while keeping ticket counts visible.

• Filter by support staff: Select an individual to focus on their workload.
• Review queues and teams: Move between shared areas of responsibility.
• Keep counts in context: Use the counts alongside names to help spot workload differences.
• Control what’s expanded: Open the groups you need and keep the rest collapsed.
• Refine your view further: Combine your selection with grid filters for a more specific working list.

These controls help support both individual ticket handling and day-to-day team oversight from the same homepage.

Admin Panel: Find the Setting You Need

Some settings are part of an administrator’s daily routine. Others may only be needed occasionally, making their location harder to remember.

The refreshed Admin Panel brings search, favorites, and task-based organization together to make finding the right control more straightforward.

• Search across settings: Enter a relevant term to find matching options.
• Find related controls together: A search for “email,” for example, can bring up relevant logs, queues, templates, and alert controls.
• Save frequently used settings: Use favorites to keep regular destinations close.
• Browse by task: Explore categories organized around what you’re trying to do.

Whether you’re making a familiar adjustment or looking for an option you rarely use, the new layout gives you a clearer route to the setting you need.

Ask RAI: AI Assistance Across Revelation

Revelation’s existing AI features already help users work more efficiently within individual tickets. With Ask RAI, that assistance now extends beyond the ticket level.

Ask RAI makes RAI available system-wide, allowing you to ask questions and get information from across your Revelation environment. It builds on the AI capabilities already available in Revelation, giving you a conversational way to find information, explore your data, and get help using the product without being limited to the ticket you’re currently viewing.

If you’re already familiar with Revelation’s AI features, think of Ask RAI as the next step: the same built-in intelligence, now available across Revelation.

[Learn more about RAI and Revelation’s AI features →]

A Fresh Experience, Built Around Everyday Work

The Revelation v27 UX refresh brings together changes across the places where users spend their time: reviewing the homepage, organizing ticket lists, working through requests, monitoring deadlines, and managing settings.

Each update serves a practical purpose. Clearer layouts help bring important information into view. Personalization lets people organize their workspace around their responsibilities. Updated navigation and in-ticket assistance make everyday tools easier to reach.

As we begin rolling out this refreshed experience with our upcoming v27 release, our focus remains on helping IT teams and service departments manage requests, support their users, and keep work moving. We’re excited to bring you a more flexible, organized Revelation helpdesk experience that builds on the workflows you already know.

New to Revelation? Learn more about Revelation helpdesk and how it helps teams manage requests, support users, and keep work moving — or schedule a demo to see it in action.

Explore Revelation v27, featuring a redesigned homepage, new personalization options, Ask RAI, Dark Mode, updated navigation, and more.