Product updates
What’s new in Cascade, release by release. Many of these updates come directly from feedback from the IT and HR teams using Cascade every day.
October 2026
This October, we’re releasing 10 updates in 10 days. Each one appears here on its release day. Starting Thursday, October 8th!
Employee and Manager Self-Service updates
Employees and managers can now ask Cascade about even more of their own information, including anything they have access to in systems of record like Workday, ServiceNow, and Jira, with answers read live at the moment they ask.
Examples include:
- Time off. Employees can check their time-off balances by plan, read directly from Workday.
- Pay. With the right permissions, employees can ask about their own pay information.
- Your team. Managers can look up their reports’ records, search their organization by name, and pull a team roster with details like work emails. It works with Workday and other connected HR systems.
- Your tickets. Employees can check the status of tickets they’ve submitted, and support teams can ask about the tickets assigned to them, such as which ones have been open the longest.
September 2026
Broader ticketing support, simpler integration setup, and new controls for admins.
Ticketing and integrations
- Zoho ServiceDesk Plus support. Tickets can now be filed into Zoho ServiceDesk Plus, with your configured required and custom fields filled on every ticket, and files from the conversation attached automatically.
- A rebuilt Connections page. Integrations is now Connections, under Project settings. Add, edit, and delete connections in one place, choose API token or OAuth for Zendesk, and get a warning before deleting a connection a helpdesk depends on.
- IT Glue device lookups. Questions about firewalls, IP addresses, serial numbers, and warranty dates are answered directly from your IT Glue device inventory.
- Identity actions logged in ServiceNow. Every account change Cascade makes in Okta, such as a password reset or account unlock, is recorded as a ServiceNow incident for a complete audit trail.
Admin portal
- A unified Users page. Access Control and Admins are combined into one Users page, with role assignment built in.
- Terms and conditions per project. Each project can carry its own terms. When you update them, employees are asked to accept the new version before continuing.
- Attachments on tickets. Support teams can attach files to ticket messages, and Chats now shows files employees shared in their conversations.
Knowledge Base and guided experiences
- Source links on synced documents. Answers can link back to the page a synced document came from. Turn it on per connection.
- Faster guided experiences. Each step’s standard content appears immediately, while personalized content loads alongside it, with a retry option if anything fails to load.
August 2026
A new Tickets experience, a smoother Cascade experience for employees, Knowledge Base upgrades, and a refreshed design.
New Tickets experience
- Escalations is now Tickets. Filter by multiple tags and multiple values at once, in a cleaner layout.
A smoother experience for employees
- See Cascade work in real time. Inline status steps show what Cascade is doing while it prepares an answer, such as “Checking your new laptop eligibility…”
- Cleaner formatting. Replies that include links are easier to read.
- Enhanced recommendation cards. Recommended guided experiences stay visible after Cascade answers.
- A more prominent hand-off-to-human button. Employees can reach a person more easily when they need one.
Knowledge Base upgrades
- A unified document view. Document details and actions are in one place, including file size, type, and source.
- New filters. Filter documents by status and scope them to a specific helpdesk.
A refreshed look and feel
- Redesigned App and Portal. Clearer navigation and a more consistent experience throughout.
- A rebuilt Metrics page. Rebuilt on our new design system, with improved filtering.
New visual Experience Builder
- Build guided experiences visually. Power users can switch to a JSON editor for full control.
Also in this release
- ServiceNow escalations fill in impact, urgency, and routing automatically, and set the Affected User from the Caller.
July 2026
Richer ticket management, faster Knowledge Base search, and Cascade on your phone’s home screen.
Ticket management
- Labels. Manage labels from a dedicated Labels page, and apply them to tickets.
- Internal messages. Support teams can leave notes on a ticket that the employee doesn’t see.
- Status and priority history. Change a ticket’s status and priority, with every change recorded for auditing. A new Activity tab summarizes everything that has happened on the ticket.
- Multiple ticketing systems. Escalations can go to different ticketing systems, selected in the escalation dialog.
- Smarter ServiceNow escalations. The submitting employee is set as the Caller automatically, and Subject and Description can be edited on the escalation form.
Knowledge Base
- Advanced search. See which sections of a document match, with highlighted results. Turn on semantic search for longer queries, and jump straight to a match to edit it.
- A faster document list. Documents load faster and can be sorted by multiple columns.
Mobile
- Cascade on your home screen. Employees can install Cascade to their phone’s home screen, with step-by-step instructions for iPhone. Available on request.
- A better fit on modern phones. The layout now adjusts to notches and rounded corners, so nothing gets cut off at the edges of the screen.
June 2026
Ticket search and organization, and a new sign-in experience.
Tickets
- Search and grouping. Search tickets and group them to match how your team works.
- Helpdesk scoping. Tickets are scoped to their helpdesk, so each team sees its own queue.
Sign-in
- New sign-in pages. A redesigned sign-in experience across the App.
