[Webinar] Unlocking New Capabilities with Quest®

As 2025 came to a close, Sourcepass wrapped up its final Learning Series webinar of the year with a deep dive into the Quest® platform—unveiling recent enhancements, showcasing features in beta, and offering a preview of the product roadmap heading into 2026.

The session, led by Sourcepass Director of Product Development Brian Spanno and supported by the Quest® development team, demonstrated how Quest® continues to evolve from a simple ticketing solution into a comprehensive IT operations platform that empowers users, streamlines support, and reduces resolution time.

Watch the session or read through the session highlights below.

From Ticketing Tool to Full-Service Platform

Since its launch, Quest® has grown significantly. In 2023, Sourcepass focused on building trust and stability with foundational features such as request forms and billing workflows. In 2024, Quest® introduced its mobile app, client-facing dashboards, automations, and platform integrations—bringing flexibility and visibility to users on the go.

2025 was the year of refinement. Sourcepass implemented smart request forms, advanced subscription management tools, a new approval center for change management, and improved UI/UX to make navigation seamless. These improvements laid the groundwork for the next wave of enhancements.

What’s New in Beta and Coming Soon

1. Change Management Workflow:
Users can now initiate and track change requests with built-in approvals. Whether submitted through a dedicated form or converted by a technician, the approval process is streamlined within Quest®, giving both clients and Sourcepass teams better control over project governance.

2. Time Scheduling Integration:
Quest® is introducing native appointment scheduling directly within tickets, eliminating email back-and-forth. Clients can view available time slots, book sessions with support, and add meetings to their calendars—all from within the platform.

3. Outages Dashboard:
A new centralized view shows critical and high-priority service disruptions in real time. This helps clients assess impact at a glance and take immediate action—without getting flooded with redundant ticket notifications.

4. Assets 2.0:
A redesigned asset management module now provides insight into Windows 11 upgrade readiness, device health, warranty expiration, and backup status. Users can take direct actions like requesting upgrades or replacements within the Quest® interface.

On the Horizon:

AI Chatbot, Live Chat & Learning Hub

• AI Chatbot: Handles FAQs, guides users through troubleshooting, and improves ticket triage with contextual insights for technicians.

• Live Chat: Reduces email lag and facilitates real-time support, improving productivity and shortening resolution cycles.

• Video Learning Hub: A self-service education portal within Quest®, enabling organizations to create internal learning paths, onboard employees faster, and encourage self-resolution for common issues.

The Quest® Advantage:

Speed, Customization, and Control

Performance metrics—like ticket acknowledgment, response, and resolution—dramatically improve when Quest® is fully embraced. But speed isn’t the only benefit.

When Quest® is tailored to an organization’s workflows and request forms are customized, it reduces friction, avoids costly delays, and improves service outcomes across the board.

The message was clear: Quest® isn’t just a support portal—it’s a scalable service delivery framework. When paired with the Sourcepass team’s proactive customization and ongoing innovation, clients experience faster fixes, greater visibility, and long-term peace of mind.