Welcome to Naverisk 2026 R4
This release delivers powerful new ticket intelligence tools designed to optimize your day-to-day operations.
Headlining this update is our advanced native AI Sentiment engine, which gives technicians immediate, contextual insights into client communication trends right from the Service Desk by evaluating individual incoming emails alongside overall ticket progress.
Support Tickets, AI Sentiment Analysis
Email Sentiment
We have implemented a new native AI Sentiment feature that scores and rates every incoming email to give technicians immediate visibility into client sentiment.
Overall Ticket Evaluation
Beyond analysing individual emails, the system evaluates the entire ticket context—including the history of all received communications and the structural progress of the ticket—to calculate an aggregate sentiment score. This ensures high-priority or escalating situations are visible at a glance, enabling more proactive service delivery and better ticket prioritization.
Other performance, stability & quality improvements
Fixed issue where the desktop shortcut was recreated upon device or agent restart while the device was offline. This occurred because the Agent Management package detected a branding name change and reinstalled the shortcut without validating the tray client settings. The desktop shortcut now correctly respects tray client configurations and will not reinstall during offline restarts.
Fixed issue where agents failed to upgrade when scheduled due to a Site Controller log exception. Scheduled upgrades now complete successfully.
Fixed issue where the remote-control configuration was not respected when initiated from a linked ticket device view. Technicians can now successfully select their preferred remote-control option from the device details page and launch the session with those settings correctly applied.
Fixed issue where the trigger and description were duplicated when a ticket was created from the User Portal. The description field now properly records only the original text entered by the user, ensuring the activity tab contains clean, accurate description data for technicians and AI summary tools to utilize.
Fixed issue where Xero integration could not be configured for new accounts, restricting functionality to existing connections only.
Fixed issue where embedded images are not displayed in the summary tab when AI is disabled.
Fixed issue where Ticket Activity displays error message instead of the correct AI Sentiment badge, ensuring individual emails correctly display a coloured button for Positive, Neutral, or Negative values.
Fixed issue where ticket merging would fail or incorrectly transfer notes and emails from the original ticket to the primary ticket.
Fixed issue where queued scheduled jobs failed to execute on offline devices when they subsequently reconnected and came back online.
Fixed issue where Splashtop Streamer failed to automatically deploy and install on end devices across 32-bit and 64-bit agents.