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Release notes
What's new in AureaDesk
What changed, by month.
September 2026
- Signals on the Overview: a new block at the top tells you what stands out in your selection, such as an open major incident, incidents about to miss their SLA, a higher intake than usual or a drop in SLA compliance. The same signals appear at the top of the scheduled report e-mail.
- Reopened incidents: AureaDesk now sees when a closed incident is reopened. New KPI and filter in Incident Management, shown in the detail view and available as an e-mail signal.
- Nine key figures for e-mail signals: besides SLA risk, set a threshold on open incidents, breached SLAs, open major incidents, the oldest open incident, backlog older than 30 days, reopenings, average lead time and average response time.
- Cross-tab as a pivot table: besides row and column, choose the value: count, average lead time, SLA compliance, time spent or average time in status. Customer satisfaction and reopened have been added as fields.
- Open in TOPdesk: from the detail view of an incident, change or asset, jump straight to the card in TOPdesk.
- Customer satisfaction as a filter: filter incidents on Good, Neutral or Poor in the filter row of Incident Management.
- Set KPI targets: set a target in Settings for SLA compliance, average lead time, average response time, open incidents and reopenings. The tiles on Overview, Incident Management and Wallboard show whether the target is met, the SLA compliance over time chart gets your own target line and the scheduled report states the verdict.
- Backlog over time: a new chart in Incident Management shows per day how many incidents were open, how many of them for more than 7 and 30 days and how many with a breached SLA. TOPdesk does not keep this itself; AureaDesk records it daily from now on.
- Heatmap: see per weekday and hour when most incidents come in, useful for staffing and peak times. The heatmap follows every filter, averages per week and shows totals per weekday and per hour.
- Word and PowerPoint export: besides PDF and Excel, save the current view as a Word document or PowerPoint presentation. Both formats can also be chosen for the scheduled report.
- Signals in Teams or Slack too: add a webhook URL to a signal (Microsoft Teams via Workflows or a Slack Incoming Webhook) and the signal also appears in that channel. The message contains only the key figure, the value and the threshold; the URL is stored encrypted.
- Link to this view: from the View menu, copy a link that carries your tab and all filters. Send it to a colleague or open it on a TV and the exact selection is right there.
Curious what your TOPdesk data could tell you?
Look around the demo environment yourself, or spend half an hour walking through the views together with your own situation on the table. If the answer turns out to be “this is not a fit”, you will hear that too.