SupportLogic 2.0 Release Notes

June 2020

We hope this June release finds you safe and healthy! With the uncertainty of 2020 looming we’ve been working to pack more and more features that you have been asking for into our latest release. We’re very excited to announce our flagship 2.0 release, chock full of major features and UI updates that will take a little bit more off your plate.  The first thing you’ll notice when you log in after this update is that the UI has been refreshed; we took this opportunity to organize our major features and functions into modules, and the navigation bar has been moved to the left side of the page (goodbye to the endless scroll to get back to navigating).  The second thing is that our new Alert Builder dramatically expands and gives you greater control over the types of events you can be notified about via Slack and/or email (Microsoft Teams functionality will follow in a future release).  Further details on these and other new features can be found below:

If you would like to watch a recording of the training session regarding these features that occurred on June 10, 2020, you can do so here.  We also have some known issues we are currently tracking that you might want to be aware of.

In addition to these exciting new features, every SupportLogic release we deploy has an abundance of bug fixes, performance improvements, and security updates, ensuring your data is safe and available when you need it.  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

UI Update: Navigation Pane and Modules

New Navigation Pane and Modules

The original, familiar SupportLogic you know and love; but with easier navigation and better organization – so what you’re looking for is always just a click away

We’re sure by now you’re familiar with our UI: the Navigation Bar along the top of each page let you navigate to different pages within our product.  But it was time for a fresh start: with the addition of new pages over time, the current Navigation Bar was running low on real estate (especially for those users with smaller resolution screens).  Additionally, there was no way for us to group like-pages together in a manner that made sense.

When you log in to SupportLogic after our 2.0 release, the first thing you’ll notice is a whole new Navigation Pane on the lefthand side of the screen.  You can easily collapse and expand the Pane using the caret (<<) at the top if you need more screen real estate.  Within the Pane, you’ll notice that all pages within SupportLogic have been organized into Modules:  

  • The “Intelligent Support Operations” Module includes the Console page, Case Board, and new Alerts Beta page (more on this below).  
  • The “Intelligent Support Analytics” Module includes the Operational Metrics page, Trends page, Topics page and Sentiment page
  • The “Intelligent Agent Management” Module includes the Agents page
  • The “Intelligent Customer Management” Module contains the Customers page, and Virtual Accounts (more on this below)

We didn’t leave anything out; every page you’re familiar with has a home in the new Navigation Pane.

Changes to Settings Page

Settings has been updated to allow for easy control of your organization’s Modules

We have organized the individual sections for each page within Settings as well, for easier management of your organization’s page layouts.  To get to Settings, visit “Control Center” (lower left corner of your screen, at the bottom of the Navigation Pane).  You will see the settings pages for each page within the “Modules” section of Settings.

Alerts and Notifications

New Alerts

A full-fledged Alert Builder completely redesigned from the ground up

The previous iteration of Alerts was nested under the user’s personal Preferences tab and was limited in its offering. A user could opt into receiving alert notifications via Email or Slack and could only opt into alerts for cases needing attention and cases from their favorite customers.

The new Alerts page is fully redesigned, and is now part of the Intelligent Support Operations Module. It’s fully integrated with all of the SupportLogic derived fields as well as any custom fields your instance supports. We have made it easier for admins to create System Alerts (that can be sent to mail-lists or channels or other users) as well as Personal Alerts (that users can create for themselves). There are no limitations on the number of alerts and the entire feature set has been built with attention to detail as well as ease of use.  

These Alerts will be event based, and will trigger when an update to the case occurs and all matching conditions are met.

Alert Conditions

Highly customizable alerts with quick drag and drop functionality to support a variety of alerting condition

Not only are the new Alerts powerful, they are also simple and intuitive enough to be set up quickly. Any combination of applicable conditions can be simply dragged and dropped into the alert builder template. Changes save instantly, and if you change your mind, it’s easy enough to modify alerts or disable/delete them. We also made it easier to clone an existing alert so you can create near identical alerts swiftly.

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.

Alert Messaging

Just the right amount of context

We are providing all the pertinent pieces of information related to the Alert in the Alert message subject, including the name of the specific Alert that triggered this notification, case number of the case in question, and impacted customer. The Alert body itself will allow the user to choose additional fields and customize the level of detail they wish to see.  Messages will allow for further customization in a future release.

Virtual Accounts

Organize your Customers and Individual Reporters

Virtual Accounts allow for multi-level groupings

In previous iterations of SupportLogic, the ability to merge multiple existing customer accounts into one did exist, and this feature was called Merged Accounts.  In order to merge Accounts, a user could select two or more Accounts from their data set (for example, if both “Taco Corp” and “Tacocorp” existed as separate Accounts in their CRM instance, one could select both and represent that as the Merged Account “Taco Corporation” in SupportLogic).  These merged accounts would show up as Favorites on other pages, such as the Customers page.  This was previously located in Settings under Advanced Settings.

As of our 2.0 release, we have completely overhauled Merged Accounts and extended its functionality. With Virtual Accounts, under the Intelligent Customer Management Module, you are now able to organize a group to include either Virtual Accounts and/or Virtual Groups.  This can be done on the Global level for everyone to see, or at a Personal level, so that only you can see.  

In addition to the redesign of Virtual Accounts, you are now able to include individual Reporters as well Customers.  You can create Virtual Accounts that include some of your favorite team members, coworkers as well as customers.  Perhaps you only need to keep an eye on your APAC Customers, you can create a Virtual Account that encompasses those Accounts as well as Individual Reporters attached to that region.

Create Virtual Groups of your Virtual Accounts

Another level of organization

After you have organized your Virtual Accounts to include your Customers and/or your Individual Reporters, you can now create a Virtual Group by clicking on 2 or more Virtual Accounts.  It is easy to view existing Virtual Groups above Virtual Accounts.  You can use these groups as a filtered option within each Product Module. 

Additional Updates

Permissions: User Engagement

The User Engagement page now has its own permission set

By popular request, we’ve made it easier to toggle the User Engagement tab on and off for each of your users. Previously, this was a hidden permission (User Engagement would be turned on for all user with “Advanced Settings” enabled).  After releasing this feature set to GA, we wanted to allow for more granular control of who had access.

Operational Metrics: Quarterly Roll-up

Operational Metrics charts is now available to be viewed by Quarter

To make Operational Metrics more actionable we’ve added a quarterly roll up of data as another default choice in addition to the previously available Daily, Weekly and Monthly roll-ups.  If you’d like to make sure your company’s Quarterly settings are correct, please check Advanced Settings > Global Filters > Calendar Settings.

Filter Styling Update

Filter styling update to make applied filters more obvious

We’ve made a small UI tweak to highlight when filters have been selected by filling in the background in green. No longer will you have to scratch your head wondering why there’s no data on your page.  If you do still have this problem occasionally, hopefully this subtle green reminder helps you to remember to disable the filter that you applied last week.

Known Issues

Data doesn’t load after renaming a Virtual Account

This behavior assumes you have multiple SupportLogic tabs/windows open at once, and then rename a Virtual Account (say from “TacoCorp 1234” to “Taco Corporation”) in one of them.  In another of your SupportLogic tabs/windows, you’re on the Console page, and have opened the Customer filter in the upper right-hand corner to find your Virtual Group.  If you reload the page (for the Virtual Account to show with the new name you chose in your other window) the Console page will show no data (“there are zero cases”).

Workaround: reload the page a second time and the data should reappear. 

Operational Metrics SLA tab: data representation issue

On the Operational Metrics landing page there are three cards giving a high level overview of your organization’s SLA, Efficiency and Customer Experience performance vs targets.  Specific to the SLA card, there are currently two issues:

  • When users click on the overall missed SLA pie slice, the tickets popup will show the correct number and list of cases.  However, if you download a CSV of this data, the list and total number of cases will be incorrect
  • Under some conditions it is possible to see missed SLA cases in the “Overall Met SLA” list

Workaround: Assuming the user needs to get a complete list of met/missed across all SLA categories, the workaround for both of these issues is to dive into each category, export and combine for the total list.

Product Training

If you would like to watch a recording of the training session please click the button below.

SupportLogic 2.0 Release Training