October 2025 Release Highlights for Matrix42 Enterprise 

Road to Proactive Service Management 

On October 1, 2025, we introduced the Matrix42 Enterprise 25.4 Release – packed with innovations that make service management smarter, faster, and more proactive. Designed to simplify daily work and increase efficiency, this release marks a major step toward Proactive Service Management, where AI and automation work hand in hand to deliver tangible business value. 

We’ve built our AI capabilities for real users – not for the sake of AI, but to solve real challenges. This release demonstrates how those investments now translate into measurable outcomes across Service Management, IT Operations, and Asset Management. 

First Wave of Matrix42 AI Agents 

AI Agent for Ticket Preparation 

Think of this as a new virtual team member – focused entirely on preparing incoming tickets. It automatically sets ticket category, type, impact & urgency, sets the priority and assigns the responsible team, and notifies the right support team members. 
When human agents take over, all prep work is done – saving valuable time and reducing resolution effort. Considering that ticket preparation can take up to 15 minutes per case, this AI agent can save hundreds of hours per month for large organizations. 

Incident dialog with AI-prepared data 

AI Agent for Proactive Major Incident Management 

This AI agent gives IT Operations a real head start. It reacts to Major Incident proposals created either by Matrix42 Intelligence or by human agents, automatically informing stakeholders and triggering predefined workflows. When specific conditions are met – for example, more than 30 tickets are linked to the same Major Incident proposal – the AI Agent can automatically convert the proposal into a confirmed Major Incident and communicate updates to end users via the Service Availability Center. These conditions are fully configurable, allowing organizations to align automation with their own incident management processes. 

In critical situations where every minute counts, this proactive detection can significantly improve operational metrics and employee experience. 

Push notification of a created Major Incident ticket 

Build Your Own AI Agents – with the new AI-native Workflow Designer 

The all-new Workflow Designer empowers users to create AI-powered workflows without coding. You can now combine traditional automation with AI actions for even greater impact. 

The first version ships with 8 pre-built workflows and over 20 ready-to-use actions, with new content released on a faster update cycle than major product versions. Early feedback from pilot customers has been extremely positive – and we’re just getting started. 

New AI-native Workflow Designer interface with AI actions 

All-New Microsoft Teams App 

Meet your users where they already are. The new Matrix42 Teams App connects employees, agents, and managers directly to Service Management. 

• End-Users can order services, get support, and raise issues. 
• Support Agents can manage tickets and collaborate in real time. 
• Managers can handle approvals and view reports. 

It’s a fully integrated, single-sign-on experience that brings the power of Matrix42 directly into Teams. 

End-user ordering a service in Teams 

New Service Availability Center 

Transparency improves experience. The Service Availability Center offers end-users a real-time health view of every service right in the portal. 

By proactively sharing service status, IT can reduce incoming tickets and boost trust – because users always know what’s going on. The center is also seamlessly integrated with the new out-of-box Major Incident Process. 

Service Availability Center portal view 

Next-Gen Software Intelligence 

We’re taking Software Asset Management (SAM) to a new level. By combining AI-powered Software Intelligence and our latest acquisition of Viio, a leader in SaaS app management, Matrix42 can now provide unmatched visibility into both on-prem and SaaS applications. 

AI can help – for example – to simplify complex licensing rules, to categorize software products accurately, or to explain compliance requirements clearly. With Viio, organizations gain full control of their SaaS landscape – identifying unused licenses, eliminating shadow IT, and improving security. 

Viio SaaS Management interface 

New UEM Insights – Patch, Vulnerability & Device Health 

Our UEM Insights now combine Patch and Vulnerability data to give device admins a powerful view: Which devices are missing patches? Which are vulnerable? What’s the risk impact across your fleet? Admins can take direct action, such as initiating reboots or remediating high-risk devices – all within one dashboard. 

UEM Insights dashboard 

Learn More 

These highlights are only part of what’s new in the October 2025 release. For the complete list of enhancements, resolved issues, and technical updates, visit our Release Notes Portal. 

The journey toward Proactive Service Management continues – powered by AI, automation, and better data.