2020.04.05 - Supportbench Release

Supportbench knowledgebase team

06-Apr-2020

Please have a review of all of the new features and improvements.  Some notable features are shown below.

Ability to add a support level to a contact just as a company

You now have the ability to assign a particular contact a support level.  The way a case is defined it’s support level will follow the folloing hierarchy:

1. Contact asset.  We first look if the case has an asset, and if that asset is defined to the case contact which has a support level associated to it, we use it.
2. Company Asset. Secondly we look if the case has an asset, and if that asset is defined to the case company which has a support level associated to it, we use it.
3. Contact Support Level. Third we will see if the associated contact has a support level defined.  If so, we use that support level.
4. Company Support Level.  Fourth we will see if the associated company has a support level defined.  If so, we use that support level.
5. Default Support Level.  Lastly we will use the defaut system support level and use that.

Ability to assign priorities to particular divisions

You can now define different priorities to different divisions.

New workflow requirement to search for an activity subject or content to have a certain word / phrase

Within the workflow, you can now look to see if either the subject OR content have particular keywords or phrases.  Alternativly you can assign a workflow that also says, if the activity subject OR content does NOT have particular keywords or phrases, execute.

Addition of Chatra Integration

We are proud to introduce our integration with Charta.  This is an amazing tool to manage both Live chat and Facebook Messanger chats all at an affordable price. 

You can learn more about Chatra here: https://chatra.io/

With the Chatra integration, you will be able to:

• All chat transcripts will be entered into a new case and assigned to the chatting agent or default queue.
• If a new chat is initiated by the client and they still have an existing case, a new chat activity and it’s transcript are entered into the case.
• All offline chats will have a new case created.

Ability to create a community profile manually for a contact instead of them creating an account on the portal

Ability to set a contacts community password manually from the contact section

Email view notifications are now real-time without a delay

Email view notifications are now realtime.  As soon as someone views an email, the case will reflect the view and alert you if you have that option turned on.

Email that fails to send will display the SMTP server error within the audit trail for a case

Within the case audit trail, we now enter a realtime response of the reciving system on every email sent from the system.  You will also be able to see the real error reason and if it was a permant failiure or not.

New Feature

• [SB-1177] - Ability to add a support level to a contact just as a company
• [SB-1178] - Ability to assign priorities to particular divisions
• [SB-1183] - New workflow requirement to search for an activity subject or content to have a certain word / phrase
• [SB-1184] - New workflow requirement to search for an activity subject and content to NOT have a certain word / phrase
• [SB-1188] - Addition of Chatra Integration
• [SB-1190] - Email that fails to send will display the SMTP server error within the audit trail for a case
• [SB-1209] - Ability to create a community profile manually for a contact instead of them creating an account on the portal
• [SB-1210] - Ability to set a contacts community password manually from the contact section

Improvement

• [SB-1172] - Ability to set working queue and team hours on off working days i.e. different weekend hours
• [SB-1176] - Popup windows are now draggable
• [SB-1189] - Email view notifications are now real-time without a delay
• [SB-1194] - Template window expanded and content will autogrow with new content
• [SB-1203] - Dramatically increase the Agent and Queue case counts on large lists within the case list dropdowns

Bug

• [SB-1173] - Case peeking fails when a contact has no first name / last name associated to it and is assigned to a case
• [SB-1174] - When replying to an email, if the case contact email and incoming address are not the same case, the email address address is duplicated
• [SB-1175] - Secondary contacts are being added to the reply all's of incoming emails when they are not actually on that incoming email
• [SB-1179] - When a case is closed, the last activity time spent can sometimes be added to the total case time spent
• [SB-1180] - When trying to update an email within the email exclusion list, the email does not load within the email textbox
• [SB-1181] - When a single quote is within a custom field case label, the case view does not load
• [SB-1182] - Case owner within the case list does not always display on work queue views
• [SB-1185] - When the menu color is dark, the drop down icons on the submenu icons are white
• [SB-1186] - Notifications time would display 2 ago's "ago ago"
• [SB-1187] - Chat transcripts would not add to the open case with the same chat / user
• [SB-1191] - When SLA worktimes are set to be the same time, an error is thrown and does not complete the workflow
• [SB-1192] - Emails within GMail and Outlook web would not group into the same thread
• [SB-1193] - Template content will not load when selecting a template from the case view
• [SB-1195] - Recent items within the template would not load properly
• [SB-1196] - Team template items would not load within the templates section
• [SB-1197] - The JIRA configuration window would not load completely and display "Loading..." within the JIRA apps section
• [SB-1198] - Within GMail, embedded images would not always load into the email, just attach as files
• [SB-1199] - Notifications don't come in if the browser connection is lost
• [SB-1200] - Contact histories and dates within the contact page were not accurately reflected based on date
• [SB-1201] - Company and Contact pages did not filter case and stat histories based on your allowed divisions
• [SB-1202] - The company page would not load if there was an error within the time_spent input
• [SB-1204] - The dashboard widgets dont reflect your selected team or division if you are an administrator
• [SB-1205] - The workflow notification content would not display the logo of the community within the editor
• [SB-1206] - Hovering over an event within the calendar display's
  
  rather than a line break on hover
• [SB-1207] - The Calendar would not show all hours when the all hours button was clicked
• [SB-1208] - Company and Contact searching are returning inactive companies and contacts