Revelation 2027: A Faster, Clearer, More Capable Everyday Experience

The best software improvements are the ones you notice throughout the working day: smoother performance, less repetitive work, and information that’s easier to find, understand, and act on.

That’s where Revelation 2027 starts. Behind the scenes, we’ve made performance, reliability, and memory-management improvements designed to keep everyday operations running smoothly. Alongside that foundation, this release introduces practical enhancements that give teams more control over how they manage and understand their work.

Revelation 2027 also marks the initial rollout of our new design language. This release brings the refreshed experience to key areas of the platform, with future releases progressively extending it system-wide. It’s an ongoing modernization of Revelation, with 27.0 delivering a substantial first step.

We’ve already shared a closer look at the UX refresh. Here, we’re going deeper into what Revelation 2027 helps you accomplish, from handling bulk updates and following ticket milestones to organizing your workload and exploring your Revelation data.

Multi Edit: More Power, Less Repetition

Revelation’s Multi Edit feature has long helped teams save time by updating multiple tickets together. In Revelation 2027, we’ve rebuilt and expanded that familiar capability, giving you more options while making bulk updates easier to manage.

Select the relevant tickets from your homepage and use the updated Multi Edit experience to make shared changes across the selection.

• Ticket details: Change status, priority, type, SLA, client, project, contact, and shared custom form fields.
• Staff assignments: Reassign tickets or add staff across a selection.
• Descriptions and actions: Add the same action to every selected ticket, or replace, append, or prepend description text.
• Dates and relationships: Set or clear due dates and organize tickets into parent-child relationships.
• Bulk closure: Close selected tickets together, with confirmation.

A progress dialog lets you follow the operation as it happens, including completion progress and success or failure counts. You can also keep tickets selected after saving when you need to make another update to the same group.

Where ticket merging is licensed, the updated workflow also lets you choose the surviving ticket, optionally combine descriptions, and decide how the remaining tickets are handled. A dedicated system action records the merge separately from the ticket description, making it easier to preserve a clear history of what happened.

For teams already using Multi Edit, this is a more capable version of a familiar time-saver. Whether you’re redistributing a queue, updating related requests, or closing completed work, it helps you handle routine changes with fewer repeated steps.

Your Ticket Timeline, Reimagined

Revelation’s ticket timeline has long helped teams understand a ticket’s progress and service commitments. In Revelation 2027, we’ve reimagined that familiar feature to make it easier to read, follow, and use throughout the life of a request.

The updated timeline presents key milestones along a clearer visual path, bringing response and resolution targets, at-risk thresholds, and closure information together. Color-coded indicators make it easier to see whether a ticket is on track, at risk, breached, or closed.

The modernization also adds more useful context:

• See where things stand now: A moving “Now” marker shows the ticket’s current position against its milestones without requiring a page refresh.
• Read timing more naturally: Friendly dates show checkpoints as “In 20 minutes” or “5 minutes ago,” with exact times available when you need them.
• Understand the outcome quickly: Clear summaries show information such as how long a ticket has been open or how late it closed.
• Preview changes before saving: The timeline recalculates as you adjust the project, SLA, priority, or due date, so you can see the effect of those changes before saving.
• Keep the detail you need: Collapse the timeline when you want more room, with Revelation remembering your preference.

Ticket history is easier to review as well, with weekly and monthly Storyline grouping available alongside hourly and daily options.

For existing users, this is a familiar capability made clearer and more informative. It puts a ticket’s progress into a format that’s easier to scan when prioritizing work, making changes, or reviewing what happened.

Find, Organize, and Prioritize Tickets Your Way

A busy ticket queue needs more than a long list. It needs flexible ways to narrow the work, organize it, and highlight what matters.

Revelation 2027 adds practical tools for doing exactly that:

• One-click state filters: Jump straight to New, Current, At Risk, or Late tickets.
• An Unread tab: Bring tickets you haven’t yet reviewed into focus.
• Date-range filters: Narrow the queue by created date or due date.
• Flexible tags: Create colored tags for personal or system use, apply them individually or in bulk, and filter tickets by tag.
• More grouping options: Group by any available column, even when that column isn’t displayed in your current view.
• More useful column pairing: Combine related fields to bring useful information together within the grid.

Administrators can also assign colors to custom priorities, giving labels such as “P1” or “Standard” an additional visual cue.

Together, these improvements give teams more freedom to organize work around their own processes while making important tickets easier to identify.

A More Capable Revelation Timesheet

If your team already uses Revelation’s Timesheet feature, Revelation 2027 brings a more convenient way to enter time, review the week, and identify anything that still needs attention.

If you haven’t configured Timesheet for your organization, this is also a good opportunity to explore it. The feature provides a dedicated workspace for reviewing and recording time across tickets, with daily and weekly views that bring the working week together.

The updated Timesheet builds on its existing functionality with:

• At-a-glance time summaries: Review today, yesterday, this week, and last week, with committed and pending time shown separately.
• Missing-time reminders: Identify days that still need attention against your organization’s configured time requirements.
• Quick entry from the weekly grid: Add billable time and, where enabled, non-billable time directly from a day’s cell, along with notes and attachments.
• Pending-entry management: Review and select pending entries, then commit them as ticket actions.
• Attachments that follow the work: Files added to pending entries carry through to the committed ticket action.
• Team visibility: View another person’s Timesheet where your permissions allow.

Search, sorting, and grouping help you find the relevant tickets, while remembered view preferences make it easier to pick up where you left off. A dedicated phone layout also makes Timesheet more practical away from your desk.

For existing Timesheet users, these changes make a familiar feature easier to work with. For organizations that haven’t adopted it yet, Revelation 2027 gives you a reason to take another look.

Bring Location Into the Picture

For teams supporting multiple offices, client sites, or physical locations, geography can provide useful context for the work you’re managing.

Revelation 2027 brings the existing ticket mapping functionality into the refreshed experience, with status-colored pins, ticket counts by location, and filters for client, project type, and status.

A locations list helps you move around the map, while marker details show the address and associated tickets. Built-in directions links can then take you into your device’s supported mapping application.

For organizations with Mapping licensed, it’s a practical way to see where work is happening and move directly from a location to the tickets associated with it.

Make Everyday Administration Easier

The improvements in Revelation 2027 extend beyond ticket management to the people configuring and maintaining the system.

The redesigned Admin Panel organizes settings around the tasks administrators need to accomplish, with searchable screens, clearer descriptions, and favorites for frequently used options. Search also recognizes older screen names, helping experienced Revelation administrators find familiar settings within the new structure.

Updated user profiles bring contact information, roles, teams, signatures, and interface preferences together within a clearer, sectioned page.

And for teams entering multiple contacts, Save and Add New retains the client and office information from the previous entry, reducing repetitive data entry.

They’re relatively simple changes individually, but together they make the everyday work of keeping Revelation aligned with your organization easier to navigate.

Optional AI, Powerful Possibilities: Introducing Ask Rai

Every AI feature in Revelation is optional. Revelation 2027 runs fully with zero AI enabled, and none of the improvements described above requires AI. Your organization decides whether to enable AI capabilities at all.

For teams already using Revelation’s AI features, Revelation 2027 takes the next step.

Existing RAI capabilities provide AI-powered assistance within individual tickets. Ask RAI extends that concept beyond the ticket level, making RAI available across Revelation and giving users a conversational way to explore information throughout the system.

Instead of manually building a series of filters to find the information you need, you can ask RAI a question using everyday language. Ask something like “How many high-priority tickets does Acme have open?” and Ask RAI can find and present the relevant Revelation data.

And the response isn’t limited to text. Ticket results can appear in an interactive grid, while supported metrics can be presented visually to make patterns and trends easier to understand.

With Ask RAI enabled, you’ll be able to:

• Find the tickets you need: Search open or closed tickets, combine criteria, explore date ranges, and identify overdue or at-risk work.
• Explore your workload: See breakdowns by status, team, client, project, priority, or assignee.
• Follow trends: Review tickets opened and closed and understand how that workload has changed over time.
• Check service performance: Explore measures such as average days to close, resolution SLA performance, and first-response SLA performance.
• Refine your questions: See the criteria RAI used and continue the conversation to narrow or expand what you’re exploring.

Ask RAI is also becoming more convenient to use, with a full-screen experience, saved and pinned prompts, and awareness of the ticket you’re viewing when accessed from a ticket page.

This builds on the AI capabilities already available in Revelation rather than replacing them. Whether you embrace RAI now, explore it later, or keep AI entirely disabled, Revelation continues to support your day-to-day operations.

[Learn more about Revelation’s existing RAI features →]

Security and Access Controls

As Revelation’s capabilities expand, the permissions and controls your organization has established remain an important part of how those capabilities can be used.

When enabled, Ask RAI’s ticket results respect your organization’s Ticket Access Control rules, and ticket search is unavailable to external users. User profile fields similarly reflect what the current user is permitted to see and change.

Bulk operations follow configured limits, while sensitive administrative actions remain restricted according to your organization’s configuration and user permissions.

These controls allow teams to take advantage of Revelation 2027’s expanded capabilities within the access rules and settings established for their environment.

A Stronger Everyday Experience, With More to Come

Revelation 2027 combines behind-the-scenes performance improvements with practical enhancements across the areas teams use every day.

A more capable Multi Edit experience helps reduce repetitive work. The reimagined ticket timeline makes service commitments easier to understand. New filtering, grouping, and tagging options give users more control over busy queues, while improvements to Timesheet, Mapping, user management, and administration make familiar capabilities easier to work with.

For organizations that choose to enable AI, Ask RAI takes Revelation’s existing AI capabilities beyond individual tickets and provides a new, conversational way to explore information across the system. For everyone else, Revelation remains fully functional with no AI enabled.

This release also represents the first major step in the wider rollout of Revelation’s new design language. As future releases extend it throughout the system, we’ll continue bringing the same focus on clarity, consistency, and usability to more of the Revelation experience.

We’re excited to share this next step for Revelation helpdesk and give existing users more ways to get from the platform they already use every day.

Feature availability varies by edition, licensing, permissions, and organization settings. All AI capabilities are optional.

Explore Revelation 2027, with enhanced Multi Edit, ticket timelines, Timesheet, flexible ticket management, Ask RAI, and more.