Introduction

Matrix42 Professional Agent UI is a modern, redesigned interface for service desk agents, service managers, and process users. It is built on modern technologies to improve usability and efficiency, while enabling continuous evolution of AI-assisted workflows.

This document summarizes the most relevant differences and improvements compared to the Classic UI.

For detailed information about the supported capabilities of Agent UI, see Supported Capabilities in the New Agent UI.

AI‑Supported Workflows

• AI writing assistance supports faster communication and documentation:

• Identify AI generated suggestions for classification.
  

Reporting & Analytics

• The condition editor in reports is visual.

  

Data View & Layout (Data Card View)

• Emails and comments can appear on separate tabs.
• Administrators can configure reference tables and define which columns are visible.

List View Improvements

• Column management opens in a dedicated panel where you reorder columns by drag and drop and control which columns are visible.
• Progress bar visualization is supported in list views

New User Preferences

• You can mark templates as favorites in the global search to reach them faster.
• Dark mode is supported.
• Agent UI can be set as your default interface in your profile settings. For details, see Agent UI as the default interface.

General Enhancements

• Quick Action buttons let you edit a defined set of attributes without opening the full edit mode. This is available since 26.1.1.

Default Interface and Classic UI Access

Agent UI as the Default Interface

You can set Agent UI as your default interface in your profile settings. Open your profile from the profile icon in the header bar, turn on Set Agent UI as default, and select Save and close. This switch is shown only to users who may use the Classic UI. When the switch is on, links that point to the Classic UI open Agent UI instead.

If your role allows Classic UI use, you can still switch to the Classic UI with the switch button in the header bar. The switch button is not shown if an administrator has turned off the platform setting agent.ui.switch.enabled.

Setting names and availability can change between versions.

DirectLinkGenerator Links

DirectLinkGenerator links, for example links in email notifications, open Agent UI when Agent UI is the user's default interface. Classic UI links are unchanged for users who keep the Classic UI as their default. For details, see Handler - DirectLinkGenerator.

Classic UI Access by Role

Administrators can restrict Classic UI access by role. On the role edit page, select Allow Classic UI use under Search and user interface settings. Users who have no role with this option enabled are always taken to Agent UI. Administrators always keep Classic UI access. New roles do not have Classic UI access until you enable Allow Classic UI use for them. For more information about roles, see Manage business roles.

Known Limitations / Gaps

• Graphical views can be viewed in Agent UI, but they have limited configuration capabilities
• Data card history is not yet supported
• See details of supported capabilities in Supported Capabilities in the New Agent UI.