Release Highlights May 2026 | Matrix42 Professional

Matrix42 Professional 26.1 is here, bringing a focused set of innovations across Service Management, improved self-service, HR case management, governance, integrations, and remote support. The focus of this release is practical improvement: reducing manual work, improving consistency, and helping organizations scale service delivery without increasing complexity.

With 26.1, we continue to turn AI and automation into practical operational values. The new capabilities in this release help reduce repetitive work, improve employee experience, and strengthen control over how AI is used across the platform. From automated ticket classification to renewed HR service experience and improved self-service, Matrix42 Professional helps teams work more efficiently without adding complexity.

Professional ITSM: Intelligent Service Management in Action

Automated Classification

One of the key highlights in Matrix42 Professional 26.1 is Automated Classification. Built to reduce manual effort in service desk operations, it automatically classifies and routes tickets based on configurable attributes and descriptions. This helps organizations handle incoming requests more consistently, especially in environments with large service catalogs and complex assignment structures.

By reducing repetitive triage work, Automated Classification speeds up ticket handling and improves the quality of downstream workflows and automations. It also serves as the technical foundation that makes several agentic capabilities possible. The AI Agent for Ticket Preparation relies on it to enrich, categorize, and assign incoming requests. The AI Agent for Reported Service Detection uses it to identify the right service from the catalog based on the details of an incoming ticket. And the AI Agent for Ticket Auto-Resolution depends on accurate classification upstream to match tickets with the most relevant resolution. The result is faster response times, more consistent processes, and a platform for agentic service management that scales with the complexity of the organization.

AI Agents for Self-Resolution

Matrix42 AI Agents for Self-Resolution go beyond traditional chatbots by enabling employees to complete service tasks directly through a conversational experience in Microsoft Teams. Instead of submitting tickets and waiting for manual handling, users can order equipment, request or remove access rights, report an incident, remotely lock or sync their device, check on their open tickets, or push a change request through the AI Agent.

By automating routine service interactions, organizations can reduce support workload, speed up resolution times, and make services easier to access for employees. This helps shift service management from reactive ticket handling toward faster, more proactive self-service while maintaining controlled and consistent processes across the organization.

AI Agent for Ticket Auto-Resolution

AI Agent for Ticket Auto-Resolution helps service teams resolve repetitive requests automatically by using existing knowledge sources such as knowledge base articles and documentation. The agent identifies relevant resolution guidance, drafts a response for the requester, and can automatically resolve tickets when appropriate. Organizations can also use a human-in-the-loop approach, allowing agents to review and approve responses before they are sent.

This helps reduce manual workload, improve response times, and increase consistency in ticket handling. The capability is especially effective for common end-user issues that can be resolved through guided instructions, helping service teams focus more on complex cases that require specialist expertise.

Centralized AI Administration with AI Core

Another major highlight in Matrix42 Professional 26.1 is Centralized AI Administration with AI Core. Built to strengthen governance as AI capabilities expand, this feature provides a centralized administration experience for managing knowledge sources, AI Agent tools, usage monitoring, and content quality from one place.

By consolidating AI administration into a new interface, organizations gain better oversight, more consistent configurations, and clearer control over how AI is used across the platform. This helps teams scale AI adoption more efficiently while maintaining governance, accountability, and operational consistency.

Renewed HR Service Management (HRSM)

Renewed HRSM introduces a modern, role-based HR service experience with ready-to-use forms, workflows, dashboards, and AI-powered Knowledge Discovery. It gives organizations a structured way to extend service management into HR while keeping the experience efficient, scalable, and easy to adopt.

Structured case handling and intelligent routing help HR teams manage requests faster, improve visibility into workloads and SLA performance, and reduce repetitive manual work. Employees benefit from easier access to support through self-service, AI chatbot assistance, and integrated knowledge access. The result is a more scalable HR service model with stronger governance and smoother employee experience.

Enhanced Self-Service Experience

The new self-service capabilities in Matrix42 Professional 26.1 make it easier for employees to find information, request services, and track progress through a more connected and intuitive experience. Dedicated Knowledge Base improves self-service with built-in article browsing and search, helping users resolve common issues independently while reducing ticket volumes and support effort.

At the same time, Bucket Orders simplify multi-item requests by combining services into one consolidated, trackable order with a single view into status and progress. Together, these capabilities improve visibility, reduce complexity, and create more efficient self-service experience for both employees and service teams.

IGA: Native Connectors Overview and new PowerShell Script Connector

In Matrix42 IGA, the 26.1 release focuses on giving administrators more clarity and control over integrations. The improved Native connectors Overview offers simple filtering options, distinct status indicators, and history tracking. This makes it easier to understand connector health and manage complex environments from one place.

In addition to this, the new PowerShell capability expands automation further. Customers can now trigger their own scripts directly through the platform. It triggers customer’s PowerShell scripts, is easy to modify according to customer needs, and reduces manual work. This gives organizations a practical way to connect existing automation logic with Matrix42 IGA processes. For example, organizations can trigger automated provisioning, remediation, or diagnostic scripts directly from service workflows, reducing manual administration effort.

FastViewer: FastViewer Intelligence

Another major highlight is FastViewer Intelligence. This new capability brings AI-powered Troubleshooting into the context of each remotely managed device. Support teams can chat with your devices, to analyze and solve problems and ask natural questions such as: “Check the sync problem in OneDrive.”

The result is fewer manual interventions, faster fixes. FastViewer Intelligence helps support organizations work more consistently and efficiently by making expert-level troubleshooting easier to access. As the release highlight puts it: Every technician performs like your best one.

AI-powered Troubleshooting with FastViewer Intelligence

Learn More

These highlights are only part of what’s new in the May 2026 release. For the complete list of enhancements, resolved issues, and technical updates, visit our Release Notes Portal.