Welcome to Naverisk 2026 R4 – Onsite Release
This release introduces powerful AI-driven capabilities to Naverisk onsite customers alongside key efficiency enhancements across your workspace. Administrators gain granular control to toggle AI features and specify geographical data hosting locations at the client level, complete with inheritance settings for rapid multi-tenant deployment.
To streamline support workflows, automated AI Ticket Summaries continuously update in real time with each new note or email, replacing the traditional description field with immediate, actionable context.
Additionally, AI Sentiment Analysis scores incoming communications and calculates overall ticket sentiment, allowing technicians to spot escalating issues and prioritize high-impact cases at a glance.
Finally, Data Hub improvements now automatically preserve custom column layouts on saved queries, saving valuable time when rerunning reports.
Global Settings, AI Configuration
We are excited to introduce the new AI Settings page, providing administrators with granular, client-level control over AI-powered features within Naverisk.
Key Benefits
Granular Control: Toggle AI functionalities on or off at an individual client level, ensuring features are only active where authorized and needed.
Data Sovereignty Compliance: Select the specific geographical hosting location of the AI model for each client. This ensures adherence to localized data privacy regulations, such as GDPR or HIPAA, by keeping data processing within approved boundaries.
Rapid Deployment: Utilize the new inheritance toggle to instantly apply configured AI settings to all sub-clients. This eliminates the need for manual, repetitive configuration across large multi-tenant environments.
Support Tickets, AI Ticket Summary
Alongside the new control panel, we are rolling out our first core AI capability: automated Support Ticket Summaries. This feature drastically reduces technician triage time by distilling complex, multi-threaded ticket histories into concise, actionable summaries.
Key Benefits
Accelerated Triage: Technicians no longer need to read through lengthy email chains or historical ticket notes to understand an issue. The AI surface-level summary provides immediate context.
Optimized Workspace: The summary dynamically replaces the traditional Description tab and field, putting the most critical context exactly where technicians look first.
How it Works
When a new support ticket is created, the AI Summary will generate and update based on the following criteria:
SLA Classification: The feature applies strictly to tickets where the SLA Class is set to Support.
Continuous Synchronization: An updated AI Summary is automatically regenerated in place of the Description field every time:
A new internal or external note is added to the ticket.
An email is sent from the ticket.
A new client email is received by the ticket.
Support Tickets, AI Sentiment Analysis
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.
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.
Data Hub, Saved Queries improvement
We have updated Data Hub’s saved queries feature to automatically remember your custom column layouts. Rerunning that saved query now loads your preferred view instantly, eliminating the need to manually reselect or rearrange fields every time.
Other performance, stability & quality improvements
Fixed an issue where the calendar date picker would render with incorrect styling when the system was set to Dark Theme.
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 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.