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Release notes and notices

Learn what’s new or changed for BMC Helix Customer Service Management, including new features, issues, and documentation updates.

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January 28, 2026

BMC Helix for Customer Service Management 26.1.00 is available.

This release provides the following features:

  • Ability to support popular languages like Arabic and Spanish for CSM clients worldwide.
  • Introducing a “CSMSubAdmin” role that allows centralized access and management of cases across multiple support groups.
  • Ability to manage case pending and release activity functionality by pausing SLA/OLA timers during “On Hold” states, and automatic timer resumption when cases are released.
  • Customers now have the ability to interact with Customer Navigator, an agentic AI powered by HelixGPT, to create cases, access knowledge solutions, request for case updates, and more.
  • Ability to improve knowledge accuracy and reduce maintenance effort by using the Knowledge Curator agent powered by generative AI.
  • Auto-generate comprehensive case resolution descriptions, including pinned knowledge articles for traceability and reuse with Smart Resolution.
  • Ability to quickly retrieve relevant CSM data through a single, unified Global Search interface.

 

 

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BMC Helix Customer Service Management 26.1