Supported Capabilities in the New Agent UI
Supported Capabilities in the New Agent UI
Introduction
This article introduces the new Agent UI and describes the supported functionalities of the Agent UI in Matrix42 Pro versions 2025.3 and 2026.1. This article is aimed for Matrix42 Pro Service Management platform administrators and expertss to help ensure a smooth transition to the new Agent UI.
With the latest changes, the Agent UI has achieved a major step - it is supporting typical ticket handling scenarios, with the next development areas focusing on mass-editing, enabling more efficient use, and reporting.
Latest important changes
2026.1.1 (minor release)
Multi-edit in Agent UI is available now in tech preview, enabling the editing of single value string and text attributes. Enable multi-editing with agent.ui.multiedit.technical.preview platform setting by setting it to true.
Handler support: SLA Custom deadline calculations and Expression handler logic can now be triggered in Agent UI. With this, all handlers expect TimeZone handler are supported in Agent UI with the intended scope.
Most important changes in 2026.1
The Agent UI receives substantial new functionality in this release, including bulk deletion of data cards in list and multi-template search views, single-value reference search, customizable dashboard layouts, support for the ipAddress handler and expanded support for metadata options such as hideButtonSearch for reference values.
Most important changes in 2025.3
2025.3 introduces support for Dashboard creation with predefined layouts, view-only support for calendar views, live chat support, and an overall redesign with new styling to increase the overall UX. Additionally, Agent UI has more elaborate AI feature with a new writing assistant, that is the evolution of the former email assistant.
What is the new Agent UI?
The new Agent UI is a new user interface for agents in the Service Management Tool. It provides an intuitive and accessible user experience with a modern look and feel. It brings a variety of new features and usability improvements based on user feedback.
It's a completely new, separate interface that can be used in parallel with the current classic UI. Users can switch between the UIs by clicking a button in the application's header bar. It is possible to set the Agent UI on by default. For more information, please see https://docs.efecte.com/getting-started-with-esm/accessing-the-agent-user-interface-of-the-esm
We encourage all users to start using the new Agent UI and give us feedback. The development of the new Agent UI has been strongly driven by user feedback, and we're continuously improving the user experience.
Below you can find some examples of the latest new Agent UI features.
How to Enable the New Agent UI
The button for navigating to the new Agent UI will be enabled by default in the 2024.2 release. You can enable the new Aget UI manually in previous versions by following these instructions:
Important information:
We aim to include all commonly used functionalities within the new UI and provide additional details about the availability of upcoming features in this article. Please note that this article does not serve as a roadmap; the roadmap is communicated as a whole in our standard product communication.
Please note that this is a completely reimagined experience. While we offer the same core capabilities, we are redesigning the overall user experience and modernizing the interface. As a result, some features may differ in implementation, though we aim to maintain parity with existing capabilities.
The Agent UI is continually evolving, with significant updates in each release. Check the release notes and this article to stay informed on all the latest enhancements.
Since the start of the agent UI renewal, we have introduced new capabilities bit by bit. We have adopted this iterative approach for the following key reasons:
- Early feedback integration: The early access UI allows us to gather valuable user feedback, ensuring we create the best possible experience. This keeps us closely aligned with customer needs and helps shape future development.
- Support for individual use cases: The Agent UI offers a range of powerful features to cater to different user roles. While some users only need to view data, others require the ability to modify it. We focus on specific areas to ensure we make meaningful progress and deliver early value for each use case.
Legend
The tables below mention the support for individual features, categorized to multiple tables. Use this legend to help you read the content.
- Yes - functionality is supported in the new Agent UI.
- No - functionality is not yet supported in the new Agent UI, but is intended to be implemented later
- Yes (Partial) - functionality is supported to a great extent but might have known gaps.
- N/A - The functionality does not have specific functionalities associated with the view (e.g., list view). However, typically, the data created or modified by a handler can be presented normally in the view. There are no known issues using this feature in the new UI.
- Additional information - additional details clarifying e.g. known issues or partial support.
- Availability info provides additional information about the planned availability of unsupported features. Official roadmap statements are communicated as part of our standard product communication.
- TBD - Availability of the feature in the future releases is yet to be decided.
- Not to be supported - Feature will not be supported in the Agent UI.
Details of Supported Capabilities by Application Area
Supported View types, UI components and general features
| UI part | Supported in 2025.3 | Supported in 2026.1.1 | Additional information | Availability info |
|---|---|---|---|---|
| Header bar | ✅ Yes | ✅ Yes | ||
| Navigation panel | ✅ Yes | ✅ Yes | ||
| Organize views menu | ✅ Yes | ✅ Yes | ||
| Profile settings | ✅ Yes | ✅ Yes | ||
| List view | ✅ Yes (Partial) | ✅ Yes (Partial) | See details below. | |
| Data card view | ✅ Yes (Partial) | ✅ Yes (Partial) | See details below. | |
| Graphs | ✅ Yes (Partial) | ✅ Yes (Partial) | See details below. | |
| Kanban | No | No | TBD | |
| Gantt | No | No | TBD | |
| Calendar view | ✅ Yes (Partial) | ✅ Yes (Partial) | View support only (not supported in dashboards) | TBD |
| Viewing and editing dashboards | ✅ Yes (Partial) | ✅ Yes | Adjusting cell size, adding and removing cells introduced in 26.1 | |
| Creating dashboards | ✅ Yes | ✅ Yes | Dashboards created in Agent UI cannot be viewed in Classic UI | |
| Visual Analyser | No | No | TBD | |
| Trash can | No | No | TBD | |
| Search templates | No | No | Open conditions are supported | TBD |
| Background data | No | No | Not to be supported | |
| Custom colors | ✅ Yes | ✅ Yes | Agent UI specific features for better control over colors introduced in 2025.2 | |
| Keyboard shortcuts | No | No | ||
| Mobile UI Edit mode | No | No | TBD |
Supported Add-Ons
| Add-on | Supported in 2025.3 | Supported in 2026.1.1 | Additional information | Availability info |
|---|---|---|---|---|
| Writing Assistance | ✅ Yes | ✅ Yes | Now part of Writing assistance. Attributes other than email are only supported in Agent UI | |
| Similarities | No | No | TBD | |
| Classification Actions | ✅ Yes | Renewed classification powered by LLMs | ||
| AI Actions | ✅ Yes | ✅ Yes | Only in Agent UI | |
| Agent Chat Widget | ✅ Yes | ✅ Yes | ||
| Chat reporting | No | No | TBD |
Data Card View Capabilities
| Capability | Supported in 2025.3 | Supported in 2026.1.1 | Additional information | Availability info |
|---|---|---|---|---|
| Data card transform | ✅ Yes | ✅ Yes | ||
| Reference tables | ✅ Yes | ✅ Yes | ||
| Data card print | No | No | TBD | |
| Data card delete | ✅ Yes | ✅ Yes | ||
| Workflow status | ✅ Yes | ✅ Yes | ||
| Search filters (EQL) | ✅ Yes | ✅ Yes | ||
| HTML formatting | No | ✅ Yes | H2 2026 | |
| Swarming | No | No | TBD | |
| Data card history | No | No | TBD |
List view capabilities
| Capability | Supported in 2025.3 | Supported in 2026.1.1 | Additional information | Availability info |
|---|---|---|---|---|
| Multi-template results | ✅ Yes | ✅ Yes | ||
| Create new data cards from list | ✅ Yes | ✅ Yes | ||
| Reordering columns | ✅ Yes | ✅ Yes | ||
| Sorting & multilevel sorting | ✅ Yes | ✅ Yes | ||
| Column width adjustment | ✅ Yes | ✅ Yes | ||
| Filtering | ✅ Yes | ✅ Yes | ||
| Adding & removing columns | ✅ Yes | ✅ Yes | ||
| Multi-edit data cards | No | ✅ Yes (partial) | Tech preview for editing String and Text available in 2026.1.1 | H2 2026 |
| Delete data cards | No | ✅ Yes | ||
| Duplicate data cards | No | No | ||
| Excel export | No | No | ||
| Move data cards | No | No | ||
| View settings | ✅ Yes | ✅ Yes | ||
| View conditions | ✅ Yes | ✅ Yes | ||
| Save view | ✅ Yes | ✅ Yes | ||
| HTML formatting | ✅ Yes | ✅ Yes |
Graphical view support
View Support
| Graph type | Supported in 2025.3 | Supported in 2026.1.1 | Additional information |
|---|---|---|---|
| Bar chart | ✅ Yes (partial) | ✅ Yes (partial) | Second group by attribute is not supported. Views using attributes behind references as group by attributes are not supported. |
| Line chart | ✅ Yes | ✅ Yes | Views using attributes behind references as group by attributes are not supported. |
| Pie chart | ✅ Yes | ✅ Yes | Views using attributes behind references as group by attributes are not supported. |
| Stacked bar | ✅ Yes | ✅ Yes | Views using attributes behind references as group by attributes are not supported. |
| Clustered bar | ✅ Yes | ✅ Yes | Views using attributes behind references as group by attributes are not supported. |
| Relative stacked bar | ✅ Yes | ✅ Yes | Views using attributes behind references as group by attributes are not supported. |
| Multi-value stacked bar | No | No | |
| Speedometer | ✅ Yes | ✅ Yes | |
| Status light | ✅ Yes | ✅ Yes |
Create & Edit Support
| Graph type | Supported in 2025.3 | Supported in 2026.1.1 | Additional information |
|---|---|---|---|
| Bar chart | ✅ Yes (partial) | ✅ Yes (partial) | Bar charts can be created from list views by clicking the icon in the column header. Charts created from list views can be saved. |
| Line chart | No | No | |
| Pie chart | No | No | |
| Stacked bar | No | No | |
| Clustered bar | No | No | |
| Relative stacked bar | No | No | |
| Multi-value stacked bar | No | No | |
| Speedometer | No | No | |
| Status light | No | No |
Datatype Support in List View and Data Card View
Please note that this list only includes the basic support for the datatypes. See handler and metadata support in the tables below.
| Datatype | Data card view (2025.3) | List view (2025.3) | Data card view (2026.1.1) | List view (2026.1.1) | Additional information |
|---|---|---|---|---|---|
| String | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | |
| Text | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | |
| Date | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | |
| Date and time | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | |
| Decimal number | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | |
| Number | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | |
| Reference | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | The following metadata is not supported in AgentUI: enableOpeningInDedicatedWindow |
| Back reference | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | The following metadata is not supported in AgentUI: enableOpeningInDedicatedWindow |
| Embedded reference | No | No | No | No | |
| External reference | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes |
Handler Support
Please note:
N/A = The handler does not have specific functionalities associated with the view (e.g., list view). However, typically, the data created or modified by the handler can be presented in the list view normally.
| Handler | Data card view (2025.3) | List view (2025.3) | Data card view (2026.1.1) | List view (2026.1.1) | Additional information | Availability info |
|---|---|---|---|---|---|---|
| AttributeCombiner | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ||
| AutoEntityCreation | ✅ Yes | N/A | ✅ Yes | N/A | ||
| AutoMailSender | ✅ Yes | N/A | ✅ Yes | N/A | ||
| Average | ✅ Yes | N/A | ✅ Yes | N/A | ||
| BusinessHoursFinder | ✅ Yes | N/A | ✅ Yes | N/A | ||
| BusinessTimeBetween | ✅ Yes | N/A | ✅ Yes | N/A | ||
| CategoryDropdownReference | ✅ Yes | N/A | ✅ Yes | N/A | ||
| ChangeStamp | ✅ Yes | N/A | ✅ Yes | N/A | ||
| Comment | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ||
| Count | ✅ Yes | N/A | ✅ Yes | N/A | ||
| CreationStamp | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ||
| CreatorStamp | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ||
| DatacardHiddenState | ✅ Yes | N/A | ✅ Yes | N/A | ||
| DirectLinkGenerator | ✅ Yes | N/A | ✅ Yes | N/A | ||
| Encryption | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | Full support in 2026.1.1 (triggering expressions manually) | |
| EntitySearch | ✅ Yes | N/A | ✅ Yes | N/A | ||
| EntityStateMail | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ||
| Expression | ✅ Yes (partial) | N/A | ✅ Yes | N/A | Full support in 2026.1.1 (custom metadata and triggering calculations manually) | |
| ExternalLinkParameters | ✅ Yes | No | ✅ Yes | No | ||
| FileUpload | ✅ Yes | N/A | ✅ Yes | N/A | ||
| IDGenerator | ✅ Yes | N/A | ✅ Yes | N/A | ||
| IPAddress | No | N/A | ✅ Yes | N/A | ||
| MailTo | ✅ Yes | N/A | ✅ Yes | N/A | ||
| MonitoringStamp | ✅ Yes | N/A | ✅ Yes | N/A | ||
| QuickFill | ✅ Yes | N/A | ✅ Yes | N/A | ||
| ReferenceCopy | ✅ Yes | N/A | ✅ Yes | N/A | ||
| ReferenceDataCopy | ✅ Yes | N/A | ✅ Yes | N/A | ||
| ReferenceTargetCopy | ✅ Yes | N/A | ✅ Yes | N/A | ||
| ReferenceTargetFinder | ✅ Yes | N/A | ✅ Yes | N/A | ||
| ReferrerCounter | ✅ Yes | N/A | ✅ Yes | N/A | ||
| SLADeadline | ✅ Yes (partial) | ✅ Yes (partial) | ✅ Yes (partial) | ✅ Yes (partial) | Full support in 2026.1.1 (custom metadata and triggering calculations manually) | 2026.1.1 |
| SLAFinder | ✅ Yes | N/A | ✅ Yes | N/A | ||
| TargetDeleter | ✅ Yes | N/A | ✅ Yes | N/A | ||
| TextNote | ✅ Yes | N/A | ✅ Yes | N/A | ||
| TicketReservation | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ||
| TimeZone | No | N/A | No | N/A | TBD | |
| Validator | ✅ Yes | N/A | ✅ Yes | N/A | ||
| ValueButton | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ||
| ValueChangeMonitor | ✅ Yes | N/A | ✅ Yes | N/A | ||
| Worklog | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes |
Support for General Attribute Settings in the Data Card View
| General attribute setting | Datatype (if applicable) | Supported (2024.1 and newer versions) | Additional information |
|---|---|---|---|
| Helptext | All applicable | ✅ Yes | |
| Default value | All applicable | ✅ Yes | |
| Multivalue | All applicable | ✅ Yes | Supported for supported data types. For details, see Datatype support in list view and data card view above. |
| Static | All applicable | ✅ Yes | Supported for supported data types. For details, see Datatype support in list view and data card view above. |
| Enable if | All applicable | ✅ Yes | 2026.1 introduces stabilized Enable if behavior |
| Visibility | All applicable | ✅ Yes | |
| Prefix | All applicable | ✅ Yes | |
| Show as checkboxes | Multivalue Static String | ✅ Yes | In Agent UI, “Show as checkboxes” is only available for multivalue checkboxes as designed. |
Support for General Attribute Metadata in the Data Card View
| Metadata | Supported in 2025.3 | Supported in 2026.1.1 | Availability info | Additional information |
|---|---|---|---|---|
| ShowCode | No | No | TBD | |
| PrintTemplateName | No | No | TBD | |
| Reference Search Filter | ✅ Yes | ✅ Yes | ||
| Related Data Card Search | No | No | TBD | |
| disableHistory | N/A | N/A | ||
| showButtonNewEntity | No | No | Not planned | |
| hideButtonSearch | ✅ Yes | ✅ Yes | ||
| Transform settings | ✅ Yes | ✅ Yes | ||
| presentationTextPrefix | No | No | TBD | |
| keepOnlyImportedValues | ✅ Yes | ✅ Yes | ||
| fallbackCode | No | No | TBD | |
| overrideUpdatePermission | No | No | TBD | |
| readOnlyNextRow | No | No | TBD | |
| Decimal output pattern | ✅ Yes | ✅ Yes | ||
| Progressbar | ✅ Yes | ✅ Yes | Supported also in list view. | |
| isReferenceShowSelected | ✅ Yes | ✅ Yes | ||
| allowReferenceSearchWindow | No | ✅ Yes | ||
| fullSaveTargetDataCard | N/A | N/A | TBD |
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