We Want Your Feedback: Help Us Improve Your Migration to New Look

We’re continuously working to make the transition to New Look easier, faster, and more valuable for you.

If you’re still using the Classic UI, we’d love to understand your reasons and how we can help. The survey takes only 3 minutes and helps us prioritize improvements like:

Making your current customizations work seamlessly

Solving blocking issues and gaps

Providing guidance, training, and migration support

Take the survey here
See what's new in the New Look

Your input will directly shape product improvements — thank you!

Functional Changes

We are excited to announce the release of Matrix42 Enterprise ITSM/ESM and Platform — 25.4, continuing our journey toward an AI-native, enterprise-ready service management platform. This release focuses on advancing automation, expanding collaboration channels, and ensuring transparency in mission-critical processes, while maintaining a strong foundation for scalability and user experience.

Here’s what’s new in this release:

• AI-Native Workflow Designer with drag-and-drop canvas and first AI Agents available out-of-the-box.
• Knowledge discovery for End Users (on Prem) and live chat empowering end users with instant answers, self-service, and seamless escalation to agents.
• ITSM /ESM Reporting fully migrated from obsolete SSRS technology and extended with new insights for Master Data and Administration.
• Enterprise in MS Teams app enabling ordering, approvals, ticket management, collaboration — now with push notifications included.
• Major Incident Handling and Service Availability Center delivering a standard enterprise process for Major Incidents, stakeholder communication, with optional AI-driven prediction from Matrix42 Intelligence.

For a full list of features and enhancements, visit our Feature List and/or watch the Release Day video to see the updates in action.

Thank you for choosing Matrix42 Enterprise! We’re here to support you on your journey to smarter and more seamless service management.

Updating from previous versions

Dependencies with Add-ons

If you have any add-ons from Matrix42 Marketplace installed, please check compatibility with the corresponding publisher before installing this version.

Technical Information

• System Requirements
• Hardware Sizing Recommendations
• Installation and Configuration Instructions
• Product Download (Matrix42 Marketplace)