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. The result is faster response times, more consistent processes, and a stronger foundation for ticket auto-resolution, which helps service teams scale operations more efficiently. Together with AI Agents for self-resolution, Automated Classification helps automate routine service scenarios such as approvals, request handling, and device-related actions. This reduces manual workload for service teams and supports faster issue resolution.
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 single 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.
Dedicated Knowledge Base
Knowledge Base (ESS2) in the new self-service portal improves self-service by giving end users a dedicated knowledge experience with built-in article browsing and search. By making relevant information easier to find, organizations can help users resolve common issues independently while keeping the support experience simple and structured.
End users gain faster access to answers without needing to submit a ticket for every issue, improving resolution speed and overall experience. For service teams, this helps reduce ticket volumes and support effort while improving efficiency. At the same time, organizations maintain full editorial control over published content, ensuring the knowledge base remains accurate, governed, and aligned with business needs.
Bucket Orders
Bucket Orders (ESS2) in the new self-service portal simplify how users request and track multiple services. Instead of handling several separate requests, end users can collect multiple requested items into one consolidated, trackable order with a single view into progress and status.
This improves visibility and makes multi-item requests easier to follow for employees while reducing complexity in order management for service teams. Matrix42 Professional also supports unified bundles across ITSM, HRSM, and IGA out of the box, helping organizations deliver a more connected self-service experience across domains.
Together, these enhancements make the self-service portal more practical, more intuitive, and more valuable 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.
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