In the inaugural episode of the GlideChat podcast, Mike Lombardo, CEO of GlideFast Consulting, introduces the Quebec release's new feature, "Universal Request." He discusses this functionality with ServiceNow experts Ashley Snyder and Josh Brostoff. Ashley elaborates on how Universal Request streamlines the end-user experience by providing a single ticket number, eliminating confusion caused by multiple record types. The discussion delves into previous solutions like "Interactions" and "New Call," highlighting their limitations. Ashley demonstrates Universal Request's capabilities, emphasizing its potential to enhance both customer and fulfiller experiences. However, potential challenges are noted, such as the need for process maturity and adjustments for existing customers with established configurations and automation.