SupportLogic 4.9.2 Release Notes

April 2021

The new SupportLogic navigation bar is here.  All the functionality that you had is all there, just re-organized to be aligned with the way you work.  Read on to learn more about it.

If you have questions or comments on these changes or any thoughts on future improvements you’d like to see, we would love to hear from you; send us an email at

The SupportLogic Team

New Navigation

Navigation menu organized the way you work

The SupportLogic navigation menu has been re-organized. All the previous functionality is still available, just in different places. The new menu is organized into five sections:

Workspace is your personal workspace that provides access to:

  • My Dashboard – For support managers (new feature announced recently)
  • My Cases – Merges the information in the Backlog and Analytics screens in Intelligent Agent Assistant showing you the cases assigned to you
  • My Alerts – The Alerts section in the Intelligent Support Operations

Operations is the equivalent of Intelligent Support Operations

  • Console- Your Operations Center, providing an overview into your support cases
  • Backlog- The new name for Case Board
  • Escalations- The old Intelligent Escalation Management
  • Case Assignment – The old Intelligent Case Assignment

Agents was previously called Intelligent Agent Management

  • Insights and Virtual Teams remain the same
  • Case Evaluation is the Automated Case Evaluation feature introduced in the last release

Customers was previously called Intelligent Customer Management

  • Insights – The new name for Customer Insights
  • The other elements in this section remain the same

Analytics is the new name for Intelligent Support Analytics

  • Keywords and Trends – Previously called Trends
  • Patterns and Outliers – The new name for Topics