On July 31, 2025, we introduced an array of powerful innovations with our Q3 Release updates. Designed to drive greater efficiency, accessibility, and intelligence, these updates further empower the capabilities of Matrix42 Enterprise products while simplifying your workflows.
We’re excited to share key highlights that enhance your service management and operations experience. For a complete view of the latest features, upgrades, and resolved issues, we invite you to explore the detailed Release Notes.
Release Notes:
- Enterprise Service Management 12.1 Update 3
- Unified Endpoint Management 25.0 Update 1
Advanced Dependency Map
This quarter, the Platform's Dependency Map has been refined to offer smarter capabilities for impact analysis and IT planning. With improved search, filtering, visualization, and export options, service and asset relationships are much easier to understand. These added features make it simpler to assess risks and plan changes effectively. Better tools mean IT teams can plan with confidence and avoid disruption.
Fig. 1: Advanced Dependency Map with Enhanced Visualization and Insights
Enhanced Reporting Toolkit
To enhance decision-making, the Reporting Toolkit has been updated with new dashboards, self-service reporting options, and analysis tools for knowledge articles. Whether creating custom dashboards, scheduling report subscriptions, or examining service level agreement (SLA) details, every enhancement is designed to put data-driven decision-making in your hands.
Fig. 2: Self-Resolution Insights Reporting Dashboard
Multilingual Ticket Communication
For organizations with global operations, the newly introduced Multilingual Ticket Communication ensures seamless support across language barriers. This feature enables end users and service agents to communicate effortlessly in different languages, fostering collaboration and improving global service capabilities.
AI-Powered Localization
Additionally, the AI-powered localization feature ensures that Announcements, Service Categories, and Knowledge Base Articles are translated in real time. This feature strengthens cohesive communication across multinational organizations, helping users access accurate information in their preferred language.
Accessibility Certified
Finally, the platform now holds BITV/EN 301 549 certification, confirming its compliance with accessibility standards. This means the entire user experience is fully inclusive, allowing more individuals to benefit from what the platform offers and supporting your organization in meeting accessibility goals.
Fig. 3: Accessibility BITV-Test Certified
Knowledge Discovery for Agents
M42 Intelligence introduces Knowledge Discovery for Agents, delivering enhanced support powered by artificial intelligence. By drawing on trusted internal data, this feature ensures accurate, fast resolutions to service desk inquiries. Agents now receive suggestions in a conversational style, boosting efficiency and overall satisfaction while minimizing the risk of AI hallucination.
Fig. 4: Knowledge Discovery for Agents interface showcasing AI-powered suggestions to streamline service desk operations
Configurable AI
Configurable AI empowers organizations to build secure, flexible, and cost-efficient AI use cases across ESM, ITSM, ITAM/SAM, and UEM/UUX solutions. Its modular design simplifies setup, minimizes risks, and delivers fast results. Businesses can fully control their AI adoption, focusing on productivity gains while ensuring the solution aligns with their unique goals and requirements.
Fig. 5: Configurable AI – Tailor your AI solutions to meet your unique business needs effortlessly
AWS Inventory
For customers operating in the cloud, the AWS Inventory feature provides a clear picture of virtual machines running on AWS. Automatic discovery and monitoring of these assets ensure better license compliance and optimized management of cloud resources. This feature is especially useful for managing Bring-Your-Own-License (BYOL) scenarios.
Fig. 6: Comprehensive view of cloud resources with AWS Inventory, enabling seamless asset tracking and license compliance
SaaS Management with Sonar Clarity
SaaS Management now benefits from the integration of Sonar Clarity, which supports security and data privacy while improving the management of SaaS applications. These updates make it easier to track costs, maintain security standards, and gain control over your organization's SaaS subscriptions.
UEM Insights Dashboard
The UEM suite has undergone significant advancements with its Insights Dashboard. This new tool gives IT administrators a real-time overview of endpoint devices, making it easier to act quickly on important tasks. The new dashboard ensures teams can prioritize their efforts and improve device management efficiency.
Fig. 7: A glimpse of the advanced UEM Insights Dashboard, providing IT administrators with real-time device management and actionable insights
Extended Inventory Data for Windows (Empirum)
Windows devices now benefit from extended inventory data, allowing IT teams to proactively address risks through insights like battery health, antivirus status, and configuration settings. These updates support better security and help keep devices performing reliably.
Re-Designed App Portal (Silverback)
The redesigned App Portal on managed devices ensures employees can access enterprise-approved applications with ease. Its polished look and seamless navigation result in a convenient user experience that supports productivity and strengthens trust in IT solutions.
Fig. 8: The sleek and user-friendly interface of the redesigned App Portal, providing seamless access to enterprise-approved applications
Blank Screen and Lock Input
FastViewer’s "Blank Screen and Lock Input" feature allows administrators to secure sensitive sessions by preventing remote users from accessing or seeing the device during these times. Used for tasks like maintenance or troubleshooting, this feature prioritizes confidentiality and security.
UAC Support for Adhoc Sessions
The newest version of FastViewer now supports User Account Control (UAC) in ad-hoc sessions, allowing support agents to carry out essential administrative tasks without delays. This update improves troubleshooting efficiency in urgent situations.