SupportLogic 1.9.9 Release Notes

April 2020

We hope this April release finds you safe and healthy! Customer Support is a hamster wheel that never stops turning; in fact, you may even find your teams further strained, your customers asking even more of you during these uncertain times. We took this into mind with our April release: the main focus being both refinements to our Operational Metrics page (allowing you to gain more insights into your organization’s metrics) and support for Microsoft Teams (allowing your team more methods for case sharing and communication). Further details on these and other new features can be found below:

In addition to these exciting new features, every SupportLogic release we deploy has a swath of bug fixes, performance improvements, and security updates made to keep your data safe, while making sure its available faster than ever in SupportLogic! If you have any feedback on any of these changes, or any thoughts on future improvements you’d like to see, please reach out to us at!

The SupportLogic Team

Microsoft Teams Support (Beta)

Collaborate with your teammates using Microsoft Teams in addition to Slack

We’ve noticed that more and more organizations are split across collaboration tools with Slack and Microsoft Teams being the most prevalent. With this release we now extend many of the same sharing and collaboration tools available with our Slack plugin to MS Teams. With SupportLogic’s new MS Teams bot you’ll be able to loop in your colleagues in MS Teams to collaborate on cases to ensure that things don’t slip through the cracks. 

Trendline Charts within Operational Metrics

Trendline charts show you a history of important metrics

Real-time graphs and reports are great, but sometimes you need to dig further to find hidden impacts. With our new operational metrics trendline charts, you’re now able to view trendlines of key metrics, including escalations, CSAT scores, NPS scores, sentiment scores and attention Scores. As an example of how powerful this is, you are now able to see a history of escalations by a given region or product or business group, or Sentiment scores by Products or Regions, and see how scores are trending over longer date ranges. As an added bonus, we now support monthly rollups as well.

CSV Exports of Operational Metrics Charts

CSV exports of all Operational Metrics charts make exporting the data for further analysis easy

If there’s any additional post-processing you’d like to perform on your SupportLogic data you’re able to export it to a CSV and even customize that data shown in the CSV. We hope this removes that pesky step of going to your CRM and having to wrangle data there. 

Configurable Global Date Filter within Operational Metrics

You can now sort tickets via their creation date, closed date and more

Originally, all of our Operational Metrics charts were focused on cases that had activity occur during the time period selected. We realize there are many different ways you may want to view this data; because of this we added the ability to select between several options, including: cases closed during the time period selected, cases created during the time period selected, and cases that were in an open state during the time period selected.  In this manner, you can view the data you need filtered exactly the way that makes the most sense for your team.

Alert Notifications

Controlling and extending the recipients

We have made it possible for users to choose between Email or Slack for receiving Alerts (Microsoft Teams functionality will follow in a future release). Additionally, Admin users will be able to send Alerts to Slack channels and/or additional email lists. This should make it easy for creating and customizing system alerts.

Ability to Slice and Dice CSAT/NPS/Sentiment Score Charts by Custom Fields

The custom(er experience) charts you’ve been waiting for

Not only are you now able to display your CSAT and NPS data directly in Operational Metrics, you will also be able to create drill-down charts on the customer experience tab and analyze trends granularly. As an example, you can view Sentiment Scores by individual product lines, or NPS Scores by region. Create the charts that provide exactly the data your team needs, and track exactly the metrics your team needs to track.