July 2019
We hope you’re having a relaxing summer! We have focused our July release on two key areas
In addition, we have squashed severals bugs, improved performance and usability throughout the product.
You can read more below for the details. As always, we love hearing feedback! If you have any questions or feedback (or want to see a demo), please feel free to reach out to us at hello@supportlogic.io!
Thanks!
The SupportLogic Engineering Team
We now expose the “Likely to be Escalated” state in the case view. If you have permissions to manage the escalations we allow you to dismiss/acknowledge predictions from the case view directly without having the switch back to the kanban board
We have added a new queue to track all the dismissed predictions. In case you have accidentally dismissed a prediction or if you have changed your mind about our prediction (which happens a lot! :-)) you can add the case back into the prediction queue.
Sometimes a customer may go on vacation or you may have provided them a temporary workaround. In scenarios such as those, you now have the ability to set a custom snooze period to clear the case from the escalation queue. We have added a calendar to pick any date. Cases that go into the Snoozed queue remain there until the snooze expires and the probability of escalation remains high.
We recognized that you have a global support team and your team members may be geographically distributed. Now we have added the ability for your remote team members to view the dashboard data in a timezone of their preference. If you pick a different timezone, all the case data, history, report etc will be shown from the perspective of the timezone the you selected.
We have added a filter to the console page so that you can restrict the console view to the cases that you care about, whether it is the cases from your favorite customers or cases of your team members or specific regions.
We’ve added shortcuts to help you quickly get to a particular date. You can pick any date from the entire history. You can also choose different time windows to narrow or widen your view
These date pickers are shown on the following pages:
We have made the Open Cases page even more configurable. In dashboard “Create/Edit User Profile” mode you can customize the open case view to our liking. You can choose how the cases should be rank ordered and even select custom filter for each list and a custom title.
Know exactly who’s handling a case (or who isn’t) when you get a case alert. Unassigned cases also appear on alerts, letting you know this case doesn’t have a case owner.
We’ve replaced the New Updates banner with a popup instead, helping you remember to refresh the SupportLogic application. No more missing out on the latest features and critical bug fixes.
You’ll know exactly when the data was synced with your support CRM with this handy timestamp. If data hasn’t been refreshed you’ll see an error message, immediately letting you know that what you’re looking at isn’t up-to-date.
