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Insights and Updates: Navigating the Future of Service Management
Incident Management
Insights and Updates: Navigating the Future of Service Management

Breaking the Doom Loop: How Zenduty and Xurrent are transforming Incident Management
Transform incident management from reactive firefighting to a continuous improvement cycle with Zenduty and Xurrent's Virtuous Cycle approachโreducing disruptions and building IT resilience.

Customer vs team-focused SLA calculations for Managed Service Providers
Flexible SLA calculations now available in Xurrent, allowing organizations to choose between customer-focused or team-focused service level measurements for more accurate performance tracking.

7 best practices for managing your IT Service Desk
Struggling with IT support? These 7 service desk tips will change how you work โ fast.

From good to great: What to expect from a GREAT service management solution
Discover the 10 critical areas where service management is evolving from 'good to great,' including AI automation, security, and user experience. Learn how Xurrent's modern platform transforms ITSM with concrete examples of innovation.

The MSP customer retention challenge: Combating the 12% annual churn rate
Discover why MSPs need to protect their business with modern ITSM solutions. Learn how Xurrent's platform helps reduce the 12% customer churn rate through AI automation, incident management, and customer satisfaction tracking.

Xurrentโs C5 attestation strengthens data protection
Learn why C5 attestation matters for ITSM customers and how Xurrent's compliance enhances data protection, security controls, and regulatory alignment for organizations operating under EU data protection laws.

How Can AI and Automation Transform Efficiency and Customer Satisfaction for MSPs?
Incorporating AI and automation have reshaped how MSPs address repetitive tasks, reduce MTTR, and enhance customer satisfaction. Read more.

The Future of IT Operations Management: Why Xurrent Acquired Zenduty
Xurrent has acquired Zenduty to lead the future of IT Operations Management. Read the blog post to find out more.

Why 81% of companies experience recurring IT failures (and how to prevent them with ITxM)
Discover how ITxM unifies ITSM, ITOM, and ITIM to break the incident management doom loop. Learn how modern IT teams are evolving to serve digital enterprises and prevent costly downtime through unified service management.

Transforming IT service desk efficiency: My discussion with Evan Kirstel
Discover how Xurrent is transforming ITSM with AI, cloud tech, and lightning-fast implementation. Learn about 100% uptime, 350ms page loads, and seamless enterprise service management.
StatusCast App Added to the Xurrent App Store
Weโve added enhanced functionality to Xurrent with added capability building on the recent StatusCast platform acquisition.
Request Ordering in Service Desk Console
The algorithm that decides the ordering of a requester's recent requests in the Service desk console has been improved.
Send Email from Problems, Tasks and More
It is now possible to send emails from problems, releases, workflows, tasks, projects, project tasks and risks using the user interface.
Visualization of Number of Grouped Requests
The total number of grouped requests is now visualized on the request group for a quick overview.

Your Major Incident Management Procedure
Wouter Wyns, Service Management Architect at Xurrent, writes about the importance of a Major Incident Management Procedure

Moments of Truth in Service Management
Wouter Wyns, Service Management Architect at Xurrent, writes about Moments of Truth in service management.
Custom Views for Workflows
It is now possible to create custom views on workflows, enabling organizations to expose their workflows to users through a UI extension.
SI Path Remembered in SHB
When registering a request and applying service instances using the SHB, the selected path is now remembered and expressed in the ASLAs.
Built-in Headers Removed From Widgets
The built-in headings of the โmy_open_requestsโ and โmy_completed_requestsโ widgets on the Xurrent Self Service homepage have been removed.
Agile Boards Show Waiting Items
When people are looking at an agile board, they are now able to see which items are in the status 'Waiting forโฆ' or 'Waiting for Customer'.
Collapsible Agile Board
Specialists can now collapse the agile board section that is presented below a request if they prefer not to see this section.ย To make this possible, the name of the agile board is now presented above the agile board section. ย The small triangle in front of the name indicates that it is possible to collapse [โฆ]
Urgent and Major Incident Icons in Records Console
The request views in the Records console now display the urgent and major incident icons for urgent requests and major incidents.

Add Live Chat to Self Service with Social Intents
Now it is easy for enterprise employees to start a chat conversation with a human agent from the Xurrent Self Service homepage.
Configuration Item Not Required for Customers
The rule that dictates when the Configuration items field of a request becomes required has been perfected just a little more.
Introducing Mass Update Actions
Many of the actions available in the Xurrent toolbar can now be used to update multiple records at the same time.
Use Forward Button to Update Team
The Forward button in the Xurrent toolbar can now also be used to pass a request, problem or task to a different team.
Share Links with End Users
Specialists can now easily grab the hyperlink of a knowledge article, request template or configuration item so that it can be shared with an end user.
Major Incident Icon Visible in SHB
The major incident icon is now also visible in the Service Hierarchy Browser to ensure specialists are informed.
More Date Range Filters
A few more date range filters have become available to create more specific views and reports of several record types.
Collision Detection in Xurrent App
Specialists who are using Xurrent on their smartphone will notice that the real-time collision detection feature has been extended to the Xurrent App.
Show Related Note in Time Entries
When a specialist saves a record with a new note and a value in the Time spent field, the note gets linked to the time entry that Xurrent generates.
Time Spent Required When Note Added
Going forward, Xurrent will prompt specialists to specify how much time they spent after they entered information in the Note field.
Avoiding Duplicate Notes
Xurrent no longer makes the Note field required for a specialist if the same specialist added the previous note less than an hour ago.
Group Completed Requests
Requests that should have been added to a request group can now still be added even when the request group is already completed.
Another Way to Add Requests to a Group
Specialists can now expand the 'Grouped Requests' section of a request group to add requests to the group, or to remove them from it.
Who Marked This as Urgent?
A system note now gets added whenever someone marks a request, problem or task as urgent so that it is easier to see who did this and when this was done.
Time Spent on Requests and Related Changes
A set of time spent reports has become available that makes it easier to identify requests that specialists have spent a significant amount of time on.
ConnectNow Chat Integration with Xurrent
ConnectNow has released its standard integration with Xurrent. This integration allows support agents to generate Xurrent requests from within chat sessions.
Update the Requester of a Request
Service desk analysts now have the ability to update the Requested by and Requested for fields of existing requests.
Ungroup on Reopen
When a grouped requests is reopened by its requester, it is now first ungrouped, after which its status is set back to โAssignedโ.
CI No Longer Required for Some Completion Reasons
A specialist who is completing an incident may not always know the CI that caused it. That is why the Completion items field is no longer required for some completion reasons.
Providers See Request Information Specific to Their Account
As requests get passed between the accounts of customers and providers, Xurrent shows the correct field values for each party.
Another Source of Requests
It is now possible for organizations to see how many of their requests were submitted by a requester who used the Xurrent App.
Email Subject Displayed in Note
When the Xurrent Mail API adds a note to a request after it received an email, the subject of the email message now gets presented at the top of the new note.
More Options in Service Desk Console
More options have been added to the Service Desk console to allow people to not only register new requests, but to also work on existing requests.
Improved Pickup Target Measurement
From now on, a request is also considered โpicked upโ as soon as it has been assigned to a member of the service desk team.
Improved Impact Icons
The impact icons in Xurrent have been adjusted to make it easier to distinguish between the different impact levels, even for people who are colorblind.
You Are Not a Member
Xurrent now displays a warning when it is not possible to take over responsibility for a request because you are not a member of a team to which the request can be assigned.
Default Source Field Values for Requests
The default values that Xurrent specifies in the Source field of requests have been adjusted to make them a little easier to understand.
Labels Adjusted in Requests by Source Reports
Two sources have been renamed in the request reports that break down the number of requests by source.
Two More Request Filters
The 'Satisfaction' and 'Account' filters have become available to make it possible to prepare more advanced request views and reports.
CTI Fallback
Xurrent's computer telephony integration is now able to fall back on the caller's telephone number when the request number that was provided cannot be found.
Show Team in My Inbox When Not Assigned to Me
A helpful Inbox feature has been added to help specialists distinguish between assignments that are assigned to them and assignments that still need to be assigned to a team member.
This Service Is Unavailable
The text, which was displayed when someone moved the mouse cursor over the red dot that indicates that a service is down, has been adjusted.
Preview a Person Before Selecting
When someone with a common name calls the service desk, it could be difficult for a service desk analyst to select the right person. Not anymore.
Who Is Available Now?
You are now able to see if someone is active in Xurrent so that you can assign urgent requests to people who are actually available.
What Time Is It Where You Are?
You are now able to see the local time of others to help you avoid calling someone in the middle of their night about something that is not very urgent.
User Field Renamed to Requester
Service desk analysts will notice that a small adjustment has been made in the Service Desk console. There, the User field has been renamed to 'Requester'.
Allow Your Providers to See Your Specialists
Give the service desk analysts of your MSPs the ability to see the contact details of your specialists so that working together feels even more seamless.
Source of a Note
The source of a note is now displayed whenever it was automatically copied from another record. This should make it clear where the note came from.
Account Name of Requester
When a request was submitted by someone from another account, the name of this account now gets displayed next to the name of the requester.
Reference Other Records
The formatting bar of the Note fields now offers the ability to add references to other Xurrent records, such as requests, problems, changes and tasks.
Filter on Member
The 'Member' filter has become available for the request and task views in the Records console and for the request and task reports in the Analytics console.
Satisfaction Displayed for Completed Requests
An extra column has been added to the views for completed requests. This column shows the satisfaction feedback that was received from the requester.
Introducing the Redesigned Inbox Console
Xurrentโs Inbox console has undergone a major makeover. The new Inbox console offers a whole set of helpful usability features.
Customer Satisfaction Reports
Two advanced reports have been added to help support organizations track the satisfaction responses from their customers.
Relaxed Attachment File Size Limit
Xurrent's attachment file size limit has increased dramatically so that users no longer need to worry about the size of the files they share in Xurrent.
Going Back Up the Service Hierarchy
An interesting feature has been added to Xurrent's Service Hierarchy Browser (SHB) that allows specialists to move up a single level in the service hierarchy.
Open a New Request for an Asset
When a specialist is reviewing a Configuration Item (CI) record in Xurrent, there is now a quick way to open a new request for this CI. By clicking on the Actions button in the toolbar and selecting the โRelate to New Requestโ option, a new request is opened. The new request is already linked to [โฆ]
Improved Visibility of Request Templates, Known Errors and Recent Changes
The Service Hierarchy Browser (SHB) provides information that could be relevant for the request that you are working on. For example, it lists the child service instances and configuration items (CIs) that the service instance of the request relies on. It also lists the request templates that could be applicable to the request, as well [โฆ]
Simplified Completion Reasons
When the work on a request has been completed, its status is set to โCompletedโ.ย The support specialist is then asked to select an option in the Completion reason field. The value that is selected is used primarily by the Problem Management process, which allows support organizations to systematically reduce the number times their users [โฆ]
Collision Detection
Xurrent now shows you a warning whenever you are working in the Inbox console on a request, problem or task, and someone else updates that same record.
Real-Time Inbox
Xurrent delivers real-time updates in your inbox. When a request, problem or task gets assigned to you, you will see it immediately in the Inbox console.
Reopening Requests
End users are able to reopen their completed request, provided that they were completed within the past 28 days.