March 2019
Happy spring!
We’re excited to share with you our March update. We’re mindful of your time and want to keep you focused on your work, so we’re introducing some new features (including brand-new signals and live updates) that’ll help improve your workday. There are a bunch of other smaller additions and updates that made it into this release, definitely take a look and let us know what you think!
As always, we love hearing your comments! Reach out to 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 know that you use our dashboards daily so we added live updates. Now you don’t need to refresh the page.
In this release we’ve enabled live updates for the following pages:
In addition, if you’re an admin and make system-wide setting changes, these changes will be live updated to all the active users (without them having to log out and log back in).
Introducing the Snooze, Acknowledge, and Dismiss actions to speed up your escalations workflow.
All of your snoozed cases are placed in the snoozed queue and will automatically pop back into other queues if necessary. You can always unsnooze a case while it’s snoozed.
All actions you take on the escalations page are automatically logged into the case timeline. Team members will always know what’s the latest activity when they view a case in SupportLogic.
We’ve updated our machine-learning models to detect new signals and nuances in sentiments. Here’s a list of new signals that we detect now:
Now we’ve made it easy to hear your customer’s voice loud and clear. Trends and Customer’s page now includes 3 new sentiment feeds that show you Product Feedback, Competitive Threats, and Feature Requests.
With our new Salesforce plugin, we’ve added the ability to add a private comment (case notes) or a public comment (visible to customer). You can do all of these from within SupportLogic, no more context switching to your ticketing platform.
Our engineers have made significant improvements to reduce the memory consumption of our software in Chrome and Safari web browsers. This means pages will now load fast and stay fast.
We strive for simplicity in all areas of your workflow, whether that’s setting up user profiles or sharing cases with multiple team members. With this in mind we’ve reduced the steps in adding customer or agents group, making it easier for you to get work done without a hitch.
We hear you, now you don’t need to log out and log back in whenever we push a new update.
