January 2019 – 1.4 Release Notes

We hope everyone has had a great start to 2019! As we move towards the public unveiling of our product you’ll be seeing a more regular cadence from us on product updates. I wanted to publicly thank our engineering and design team as they’ve put in countless hours into this release and this is one of the first sharable examples of their work. 

These release notes are written with the expectation that you’ve seen, used, or interacted with our product in the past. As a quick overview, SupportLogic converts your existing system of records (ticketing platform) into a Systems of Intelligence that provides actionable insights. Our mission is to prevent issues from slipping through the cracks while providing management and executive teams (across support, customer success, product, and engineering teams) powerful, customizable, and self-service dashboards.

Without further ado here what’s new in 1.4!

Krishna Raj Raja
Founder and CEO

Support engineer view, with Favorites

Large Support organizations have different needs in how they organize their agents. We wanted to make it easier for you to see the work that your agents are doing while organizing them in the way you see fit. In this example we organized the agents by location but this can also be done by Tier 1, Tier 2, and Tier 3 agents.

Create support engineer groups

You can add favorite agents to Agent Groups. Favorite agents that are grouped will appear in areas where you can filter by Agent, allowing you to quickly see relevant information by your groups. 

Search across support engineers and groups

You can now apply your favorite agents or agent groups as a filter on the Trends, Topics, Sentiments, and Cases pages.

Customizable filters on Trends, Topics, and Sentiment pages

We’ve added more filter options to allow for easier searching of cases that are relevant to you and your team. 

Open cases ranked by Sentiment Score, Case Open Time, and more

We’ve made it easy to sort which cases need more assistance by showing the top 20 cases across six categories (list). Cases can be filtered further by agents, customers, and a variety of other case attributes.

A more powerful case search

Instead of just searching by a case number you can now search by subject line keywords as well.

Customer Search

By splitting search and favorites into two categories, it’s now easier to navigate between your primary customers and the important ones of the day.

Show or hide Bot cases

You can now include or exclude Bot cases (automated cases opened by Bots) from the Escalations page with a single click. You can also completely hide all Bot cases from your reports.

Add escalation notes to Active Escalations

With one click you can quickly jot down escalation notes for cases. These notes will be archived once a case has been resolved.

Filters on the Escalations page

Narrow down to the cases that are important to you by selecting case attributes.

Scope Setting

To improve security, Admin users can set scopes for dashboard profiles. This lets you determine which subset of cases will be shown for specific dashboard profiles.

Export as CSV

Download a list of all the current active escalations as well as other cases that are likely to be escalated. The sheet will include all of the columns with their respective content.

Share cases via Support Hub

We’ve added a shortcut by showing suggested people to allow you to easily choose who to send cases to.

You can also send a personalized message when you share a case with someone.