Cascade now brings IT support onto the same platform that already powers HR support, giving employees one place to get help and organizations one system for delivering it.
When employees need help, they don’t think in departments.
They aren’t wondering whether a problem belongs to IT, HR, or Finance. They just know they can’t access a system, have a question about leave, or need something fixed before a deadline.
For years, we’ve asked employees to navigate organizational boundaries that only make sense to the people who created them. We built separate teams, separate systems, and separate workflows, then expected employees to understand where one ended and another began.
From an employee’s perspective, there is no IT support and HR support. There is only support.
That’s why today we’re announcing that Cascade now supports IT alongside HR.
The same platform employees already use for payroll, benefits, and leave can now handle access requests, device issues, software provisioning, and the everyday work of IT. Employees don’t need to know which team owns the request. They simply ask for help.
We built this expansion around three capabilities.
The AI Service Desk gives employees a single place to bring questions and requests, regardless of function.
The AI Knowledge Base captures and improves institutional knowledge over time. When documentation gaps appear, the system can draft new articles based on resolved requests, while administrators review and approve every update before it’s published. The result is a knowledge base that stays current without creating more maintenance work for the team responsible for it.
The AI License Manager helps organizations manage software access and spend more effectively, including recovering licenses and permissions that often remain assigned long after employees leave.
Cascade works with the systems you already run like ServiceNow, Jira, and ZenDesk. There’s no rip and replace.
This is more than a new help desk.
Organizations have spent years trying to create a better front door for employee support. Portals became more unified. Service centers became more centralized. But behind that single entry point, work still moved through separate teams, queues, and handoffs.
What’s changing is not the front door. It’s what happens after someone walks through it.
When an employee needs access to a system, the goal isn’t an answer. The goal is access. When they need a piece of software, the goal isn’t a ticket. The goal is getting the software.
The opportunity is to reduce the distance between asking for help and getting the outcome.
Trust matters when support extends across both HR and IT.
Cascade already handles some of the most sensitive employee information inside an organization, including payroll, benefits, and leave. The same identity controls, auditability, governance, and security practices that customers rely on today extend to IT workflows as well. Those protections are independently certified, with SOC 2 Type II across all five trust criteria, ISO 42001 certification for AI governance, and HIPAA compliance.
IT and HR are only the beginning.
Every organization has work that sits behind departmental boundaries. Finance, legal, procurement, and countless other functions face the same challenge: employees need something done, but getting it done often requires navigating systems, teams, and processes they shouldn’t have to think about.
We believe employee support will increasingly work as a connected experience rather than a collection of separate functions.
Today, that includes IT.
If you’d like to see how it works in your environment, request a demo. We’d love to show you what’s possible.
