SupportLogic 5.4.7 Release Notes

November 2022

As we near the end of fall – and the end of Daylight Savings Time (for the last time!) – the SupportLogic team has some exciting new updates to share with you. They’re sure to keep your spirits up as the nights grow longer!

With this release, you’ll see:

We’ll also be sunsetting the old case details view, so check out the update for more details.

As always, we’d love to hear from you. If you have any questions or comments, please drop us a note at feedback@supportlogic.io

The SupportLogic Team

ALERTS MADE EASIER

More flexibility with shared alerts

Alerts are one of the most powerful SupportLogic features, and with this release, we’ve introduced the concept of ‘Shared Alerts’ as a permission at the user level. Your team members with this permission enabled can now also select other people to receive notifications for alerts they create.

SUPPORTLOGIC DATA IN ZENDESK

SupportLogic Case Scores in Zendesk

Enhance your team’s experience in Zendesk by syncing Sentiment and Needs Scores back to the CRM. To enable this, please get in touch with the SupportLogic Customer team for next steps.

IMPROVEMENTS TO AGENT SHIFTS

View shifts in other timezones

Managers creating or updating shifts can now adjust their calendar view to see shift schedules in different timezones.

No more mental gymnastics trying to figure out what time zone you’re looking at!

IMPROVEMENTS TO AGENT SHIFTS

Distinguish shifts with colors

Visually distinguish between shifts by selecting a separate color for each one – you know we love colors here at SupportLogic!

IMPROVEMENTS TO AGENT SHIFTS

Copy assignment hours to working hours

With a simple click, you can now copy the assignment hours from a shift to the working hours section.

IMPROVEMENTS TO AGENT SHIFTS

Highlight or hide missing hours

When viewing shift coverage, you’ll see missing hours coverage grouped together for easy identification. You’ll also be prompted to create shifts whenever you have missed coverage at the same time on multiple days of the week.

NO MORE SPELLING ERRORS IN REVIEWS!

Edit a completed case Review

Brought to you by popular request, the creator of a case review can now go back and make edits – just go to the completed review in SupportLogic and click the ‘Edit Review’ button. Note that only the manager who created the case review can make edits to it. 

OUT WITH THE OLD, IN WITH THE NEW

Sunsetting the old case details view

After several months in open beta, the new case details view is here to stay! Thank you to everyone who shared feedback and suggestions – please continue to do so, the product managers love hearing from you.

The old case details view will sunset in early December, just before the sunsets on 2022.