February 2019
The original goal of this release was to make some under-the-hood changes and design improvements (hence the 1.45 version moniker). We planned to save the flashy new features for next time but our engineering team went all out and packed a lot into this release!
Here are some of the new features and updates to the product that we’ve brought to you in this really short month––you’ll have to scroll a bit to see them all :-)). We love hearing your comments, so please reach us at hello@supportlogic.io if you have any questions/feedback or if you would like to see a demo.
Thanks!
The SupportLogic Engineering Team
We’re very excited to release the beta version of our Salesforce plugin that allows you to sync data with Salesforce Service Cloud. Please email us at info@supportlogic.io if you would like to participate in this beta.
With the Salesforce plugin you can now edit the case owner, status, or priority, and add case notes directly from our dashboards. All your changes will directly sync with Salesforce. Any case annotations that you add in our dashboard will also sync to Salesforce.
Choose any 2 case parameters, such as Priority and Reason (or any of your existing case fields) and view any spikes or dips in case volume. You can see how last week looked compared to the previous week, or go back even further.
We’ve introduced percentiles to the charts to help you see how the majority of cases are clustered for a specific group of cases and which cases are outliers from the norm.
Our dashboards are not only powerful but also extremely customizable with our powerful dashboard profile editor. However until now we have reserved exposing many of the advanced customization features and that is changing with this release.
Site admins can now can get under the hood and tweak all the little details of the product––everything from custom hyperlinks to choosing what filters to show on each page and a bevy of other advanced features. Who said that you need to learn programming to personalise the product?!
We’ve expanded our dashboard admin privileges, giving you granular access control over individual user permissions. You can choose what your team members have control over and see their permissions at a glance. Here are some of the new permissions we’re introducing:
Now you have control over what you can see in the dashboards. You can do this site-wide or configure it per individual user profile. You can hide deleted or bot cases, reducing noise and helping you focus on the important cases.
The escalation factors list give you a breakdown of the main factors that push a case towards escalation. You’ll have the foresight to address cases before they’re escalated. You can also start planning how to tackle new cases based off recurring factors.
The new Escalated Today queue in the Escalations page shows you all cases that were escalated today, keeping you in the loop of what’s new. You’ll also be alerted if the case was escalated as soon as it was opened.
Sometimes you want to see cases sorted by priority or perhaps by last response. And in a specific order, too. Tailor the queues to your need so that you’re looking at the right content, every time.
We’ve updated the tooltip content to let you know which cases were predicted to be escalated and which ones didn’t have sufficient data for us to make a prediction.
We now track weekends and US Federal holidays. In a case view you’ll be able to see if there was case activity during weekends or holidays. We also now calculate delays by business days.
A new user can log into the product (via Slack or Okta authentication) and request dashboard access. Admins (with permissions to add/remove users) will receive a slack/email alert.
With customer grouping, you can group a list of customers by your personal preference. Create as many lists as you want. Place customers in multiple lists. All your favorite groups are personal to you. You’ll be able to hone in on cases relevant to the customers you’re focused on.
If you’re typically juggling multiple reporter cases, sometimes a case can fall to the wayside. In addition to favoriting customers and support engineers, you can now favorite individual reporters. Track your IT help desk cases (ServiceNow) by favoriting all your critical reporters.
There are occasions where the list of cases you’re looking at is rather daunting. Save time when you’re looking through them with the new pagination. Take a peek at the top-left corner to see where a case originated from.
The new-and-improved Case Sharing makes it easier for you to select people to share with. Whether your team members use Slack or email, you can send a case their way. You can also add a message to let them know what’s happening with that case.
There’s a bunch of cases you need to go through, and fast. Save yourself the hassle of copying and pasting case numbers or URLs. Give the copy button a click and speed up your workflow in an instant.
With every update you’ll be getting the latest and greatest version of our product. All it takes is one simple click.
For the technical nerds out there, we updated all our libraries and components to the latest versions (ReactJS, WebSocket, charting libraries, NPM packages, etc.) in this release. Everything should be faster, smoother, and more secure.
We take pride in keeping our page URLs simple, and now we’ve made it even more simple for some of the advanced pages.
