SupportLogic 4.13 Release Notes

December 2021

The festive season is upon us, and the elves at SupportLogic have been hard at work packaging these goodies for you in our last major release of the year. 

We are really excited to introduce the SupportLogic Support Services, a new process for you to communicate with us.  Just send us an email to and we will create a case on your behalf. Read below for more details.

As always, we would love to hear from you, if you have any questions or comments. Please drop us a note at 

The SupportLogic Team

Case Assignment Enhancements

More ways to assign a case to the best agent

When assigning a case to an agent/engineer, you can now pick from one of 3 options, available in different tabs:

See a stack-ranked list of agents ordered by their suitability to work on this case, powered by SupportLogic’s powerful ML model.  Restrict recommendations to just agents working on the queue that the case was assigned to, or expand the list to include multiple queues.

Agent Search
If you know exactly who you want working on a case, search for a specific agent and assign it to them.

Route to a Different Queue
Route the case to a different queue – this is used when a case has been mistakenly associated with the wrong queue, or if queues are organized by shifts and the case must be transferred to a different team at the end of the shift.

Let the platform, know which users in your CRM are agents so that cases are assigned only to them.  Add all the agents to a special virtual team and identify that team as the “Default”.  Assignment recommendations will be limited to users in the “Default” team, and further refined based on the teams associated with the queue.

Escalations grouped by customer

See all escalations related to a customer

The Escalations list that shows you all the escalations grouped by customer, has been updated to better align with how you told us you are using this view.
Cases in any escalation-related state (Likely to Escalate, Escalation Requested, Escalated, Previously Predicted) are all listed in a single table, making it easy to identify all cases from an account that need your attention.  Add additional case attributes, re-arrange the columns and sort by any column in the table.

Writing Sentiment Scores to your Salesforce CRM

Sentiment scores for each case can now be updated in your Salesforce instance at regular intervals, throughout the life of a case.  Configure which cases must be synced and how often.

NOTE: To use this capability, your Salesforce administrator must update the SupportLogic plug-in after this release is deployed.

SLA visibility

Limiting visibility of SLA labels and charts

SupportLogic monitors different SLAs such as first reply, follow-up reply and resolution time. But your SLA calculations may incorporate other parameters such as business hours, weekends, status, case milestones, etc, resulting in a mismatch between our computations and those in your CRM.  In that case, simply hide all references to SLA throughout the SupportLogic UI with a single change on the SLA settings page.

All Escalation states now on Console page

Click on the Escalations tile in Console to view all four escalation-related states of a case.  This helps you monitor recent cases that are Likely-to-Escalate, have Escalation Requests, Active Escalations and cases that were previously predicted as potential escalations from one convenient location.

Updates to Engagement Metrics

  • Sort by any column in the Activity report table
  • Running total of the amount of time spent by users in the platform
  • # of case assignments done through SupportLogic – available only to customers who have purchased Intelligent Case Assignment

Support process put in place

SupportLogic is excited to announce the introduction of our Support Services and a new process when requesting support for any issues, requests, general inquiries or new features. All you have to do is send an email to

  • Automatic Case Creation: All your queries and issues are immediately recorded as a case and the associated case number is shared via an autogenerated email.
  • Case Context across Emails: As long as email communications have the same subject line, they are automatically linked to the original case so that all your thoughts and comments are recorded in the case.
  • Pro-active Notification: Receive regular communications on case updates, case ownership or status changes.

Continue to reach out to us through existing communication channels like Slack. We will create a case on your behalf and the rest of the process continues as described above.