SupportLogic Release Notes

July 2020

Happy Summer!  With the sun looming large and the smell of BBQ in the air, we’re very excited to announce our July release; loaded with updates and improvements to many features and pages across the SupportLogic product!  You’ll notice improved Alerts functionality, and major performance improvements to the Topics page, along with many other improvements.  For more details, take a look below:

As always, we want to keep you abreast of current known issues we are tracking.

In addition to these exciting new features, every 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

 July 25, 2020

Enhancements to Alerts

Alerts now supports Virtual Accounts and Groups, and inbound/outbound Sentiment

The improved Alerts builder brings a few new conditions to your fingertips.  You can now choose a message type to make sure you see sentiments from the right parties (e.g.: inbound vs outbound).  Alerts now also allows you to create notifications based on Virtual Accounts or Groups, allowing you to stay updated on the cases that matter most to you.

Introducing SupportLogic’s Events API

Share data with your other systems via API

To enable SupportLogic notifications to appear in other systems, you can now add an API URL to your alert.  In the payload section, you can add specific custom fields you’d like to include.  With our new API, SupportLogic can now push data to an endpoint defined by you with the payload you see in the Alerts builder.  Please contact your account team with any questions you may have regarding this new functionality, as it is a separately licensed feature depending on the edition of SupportLogic you have purchased.

Announcing Our Redesigned Customer Favorites Page

Track your favorite customers like never before

We have enhanced the Customer Favorites page with additional functionality to make it more helpful to Sales and Customer Success teams who wish to keep tabs on their key accounts. You’ll notice a brand new derived field called Estimated Support Cost, which takes into account the volume of support tickets and escalations a given account creates, and produces an aggregated metric showing how much supporting that customer will cost. To ensure a more accurate estimate, be sure to check settings to configure your cost estimates.  To make it easier to compare sentiment and attention scores, we’ve promoted this information to your Customer Favorites list.

Topics Page Performance Improvements

Supercharged and super fast

On the topic of Topics, we have done a lot of behind the scenes optimization.  The net effect of this work is that you should now notice significant improvements – primarily observed in faster load times across this entire page!  Charts that once took longer than expected to load should now appear lightning fast!  We’re extremely excited about these improvements, and hope you will be too.

Introducing Virtual Teams

Achieve multiple levels of team organization

On the Intelligent Agent Management page, we have now introduced Virtual Teams.  We’ve made it easier than ever to organize your Support Agents into teams, using a similar structure and foundation to Virtual Accounts within the Intelligent Customer Management page.  If you would like to group two or more teams up, you can do this with Virtual Orgs.  Now you can easily filter case information based on your team and/or organization.  You can create Virtual Teams for yourself, or Global Teams for others to use as well.

What’s Trending: Operational Metrics

Now you can view all of your Operational Metrics with a Trendline Chart!

We’ve added the option to view all of your Operational Metrics with a trendline chart.  You can now uncover hidden patterns that may otherwise have gone unnoticed on a daily, weekly, monthly, or quarterly basis. Ensure your team is pushing towards the right goals by showing the trend lines moving upwards over a period of time.

Virtual Accounts Creation Workflow

Quickly create Virtual Accounts using our workflow

We now have a standardized workflow to assist you in creating your Virtual Accounts.  We have improved this process to make it more efficient at searching and adding customers to your Virtual Accounts. Quickly organize your favorite customers easily even if the grouping does not exist within your CRM.

Announcing AND/OR Search for Trends Page

Save time on case research with more granular search functionality

You can now use the OR condition when searching for a keyword on the Trends page (the previous behavior defaulted to AND conditions).  When you begin to search for your second keyword, you will be given the option to set the condition to AND/OR.  Now you can also show all your cases related to at least one keyword on the Trends page.

Known Issues

Resolved: Data doesn’t load after renaming a Virtual Account

Last month, we alerted you to a condition that could arise when you had multiple SupportLogic tabs/windows open at once, and then renamed a Virtual Account (say from “TacoCorp 1234” to “Taco Corporation”) in one of them.  If you were viewing the Console page in another tab/window, and reloaded the page (to find your newly renamed Virtual Account in the Customer filter) the Console page would show no data (“there are zero cases”).  This issue has now been fixed.

Removed Account behavior in Alerts

If an Account (for example, a Customer Account, or Virtual Account) is part of an alert, and is then deleted — the UI for the Alert in question will show only “Account Removed”.  The alert will no longer trigger based on conditions for that account, as it no longer exists — meaning you will no longer receive notifications for this alert for that Account.  To resolve this discrepancy, the alert owner can either delete the alert in question, or simply delete the removed account and add another valid account in its place.

Deleted Favorite Virtual Groups / Accounts Still Appear after Deletion

If you create a Virtual Group or Virtual Account, mark it as a favorite, and then later delete it: it will still appear in some parts of the UI (as an example, the Favorite Customers list within Preferences).