What's New in Enate
All the recent features, enhancements and fixes we've added to Enate.
Other useful links: Main Enate Help for a more comprehensive look at all Enate's Features; Feature Waves - An Overview to see the new way Enate rolls out system enhancements; Release Notes for a definitive list of updates and fixes in the latest software.
Latest Updates
22nd January 2026
Bulk Resolve Tickets and Actions
As part of the Nov 2025 Feature Wave, agents can now bulk resolve Tickets and Actions via their Homepage Grids. You can use this to, for example, remove multiple erroneous tickets from your work lists created by spam emails
How to use Bulk Resolve
Select which Tickets / Actions you want to resolve, up to 50 items.
Click on the ‘Resolve’ link in the grid's bulk activity toolbar, set a Resolution Method to be applied to these work items, then hit the Resolve button to confirm.
The selected Tickets/Actions will automatically be marked as resolved and will be removed from the grid. Click here for more information.
20th November 2025
November 2025 Feature Wave
Most of the changes in the November 2025 Feature Wave are behind-the-scenes architectural changes, however there are still a number of changes to walk through. Check out the dedicated November 2025 Feature Wave Contents section which talk about these in more detail, or jump straight to them from the list below:
November 2025 Feature Wave contents
Recent Releases
New Integration: EnateAI - Document Classification
The EnateAI Document Classification Integration, available in Enate Marketplace, analyzes the attachments of incoming emails and automatically classifies them with a tag.
This provides accurate tagging of the files in your work items without an agent needing to spend time doing this manually, saving time and effort and allowing them to focus on their core activities.
Previous Release Overview - version 2024.1
EnateAI - AI Analyst (Beta)
With the release of Enate AI's latest offering - AI Analyst, we're taking a significant step forward to let you seamlessly integrate AI-driven activities throughout your business process.
We're partnering with Microsoft on this to use the power of their very latest OpenAI technology right at the heart of things. So if you can ask OpenAI to perform a task, with EnateAI Analyst you can embed that to run automatically as part of your business process flow.
You can add AI Analyst Actions throughout your cases and ask it to analyse documents which you supply it. You can massively reduce the time spent having to wade through huge data files performing intricate analysis, freeing up time for more valuable work.
The possibilities here are almost endless, and the power you've got at your fingertips is matched only by how simple it is to set up. There's no coding and you don't have to change a thing - just tell the system what the business rules are to run an analysis task and it will get on with it.
An Important point to note regarding AI Analyst is that, for now, it's being release in BETA. As such, you should not use it yet in full production situations. However, you definitely should start to test it out with your real-world scenarios to see just how powerful it is.
Outside of this big AI story, we've been focusing on enhancements to help you better deal with client emails in Work Manager...
New features and improvements to Unhandled Emails
We've made a raft of of enhancements to give you more tools to deal with Unprocessed Emails, which we're now going to refer to as 'Unhandled Emails'.
Agent users can now create email routing rules direct in Work Manager, from unhandled emails - letting you fix the issue at source so THAT kind of mail never lands in the unhandled email pile again.
These email routing rules can be run retrospectively to help clear out backlogs of Unhandled emails.
A Bulk Delete option for Unhandled Emails allows you to clear up large volumes of historic emails which are not going to be converted into work items.
New Deletion Audit view lets you see the emails which have been deleted as part of dealing with Unhandled Emails.
New Unhandled Emails Header Icon to give a more prominent awareness of when there are Unhandled Emails to deal with.
Further Email Changes
Improved Handling of Incoming Reply emails, where someone cc'd on an original mail responds.
New feature to let you create work items direct from existing emails which shouldn't be attached to an existing work item as they're really about a new request.
And one last email item: if your Enate system is running with 'Plus Addressing Only' enabled, your customers will now see a new line of text in the emails you send out, recommending to them the best way for them to respond. Note: If your system isn't running with 'Plus Addressing Only' enabled, this change doesn't impact you.
New Extension Properties Feature
You can now display custom fields on Users, Customers, Contracts, Services and Service Lines to capture bespoke data via the Extension Properties feature.
Depending on where you have chosen to add your fields, they will show accordingly when a user creates or edits a User, Customer, Contract, Service or a Service Line.
New Forecasting Feature
We have added a new feature that enables Work Manager users to provide more accurate estimated efforts for work items, enabling you to plan resource requirements more effectively.
In the long term, this data can be collated and fed back to admin users to adjust estimated effort timers and to provide more accurate forecasting for future work volumes.
As part of this feature, we have also made some enhancements to configuring effort estimates in Builder and to record count
Additional Enhancements
We've created a new Sentiment Analysis Report. With this report you can drilldown into trends on emails arriving into the system and on submitted Feedback - looking at patterns for negative, neutral and positive tone detected in emails sent to you.
We've added a new option to display a link to your company's privacy policy on the login page.
We've added some new optional fields on users, customers and contracts
You can also check out the dedicated section for the 2024.1 release to see these changes in detail
2024.1 Changes OverviewIn version 2023.5 of Enate, we've focused on making a number of adjustments, enhancements and fixes throughout the system, mixed in with some useful new features which are detailed below:
Enhanced AI Integrations Control
In the AI space, we've added a couple of useful features to give you more control and precision on where and how you implement
You can now set your own Confidence Threshold for the Integrations you've switched on in Marketplace, allowing you to adjust the levels of work that Agents verify for any automated activity.
You can now opt specific Email Mailbox Connectors out of Email Integrations you're running, letting you implement new AI technology while safeguarding specific work activities which you want to keep running as-is.
Incoming Email Improvements
We've made a number of enhancements relating to how incoming emails are treated, to make sure
made changes to how emails with invalid addresses are treated, to allow more of them to be processed.
Added support for Wildcard Email Routes which let you process incoming emails where Enate has been Bcc'd.
changed how we identify if incoming emails have been sent out by your Enate system, to ensure mails sent from 3rd party systems which could be confused with those get processed.
More Data Storage Options
Enate's Binary Storage is used for storing raw communications, communication attachments, files attached to work items, and files exported from Advanced Search views. Enate is always provisioned with the primary binary storage configured in an Enate Azure tenant. However, with the arrival of v2023.5, you've now got the option of switching where you store your Binary data to be one of your own Azure storage locations.
..and Lots More Improvements & Fixes
In addition to these enhancements we've added a large number of fixes to help improve and stabilise the use of certain recent features. You can check out this in the Release Notes section.
You can also check out the dedicated section for the 2023.5 release to see these changes in more detail:
2023.5 Changes OverviewLast updated
Was this helpful?