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Highlighted Features:

For this round of release notes, we want to highlight that we have officially released AI functionality to all Supportbench clients - on us.

Did you know that integrating AI into Customer Support can reduce resolution times by up to 50%?

We want you to be able to leverage AI and have your teams be the best they can be.

Here are a list of AI features that are now available to your team:

• AI Search - you can use an AI search to search on ticket histories. Instead of searching on keywords, the AI search will parse the question for key words, search on it, then answer the question based on the top ticket results. This can give you great info!
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• AI Bot - enable this within your features module and take advantage of the gpt4o engine!
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  Once you enable this feature, create a chat widget so that customers can create chats with you OR just use the AI as a chat bot. You can have hundreds of pre-loaded QA messages depending on the size or use of your KB, so it's great to have a trained model right out of the box.

• Summarize cases instantly - using the summary button beside the email forward option within your tickets will provide a quick case summary.

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• AI Text regeneration within ticket text editor

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• Dynamic AI Columns for your data views - We've introduced dynamic columns that intelligently analyze your tickets and provide suggestions on when a knowledge base article should be created for the solutions found within the ticket. Additionally, when a ticket is closed, a summary of the ticket will be automatically generated. This summary will include a predicted CSAT score along with why, and a predicted CES score.

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• Automatic Article Generation - If you believe you have a ticket that has a solution that should be turned into a article, you can now do so with a simple click of a button within your ticket editor:

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If you need help enabling any of these features, please contact support@supportbench.com and we'll be happy to help you leverage the power of AI for your support team!

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New Features ✨

SB-1330 Agents can view all KPI scorecards, new role setting to limit access to only view their own scores

SB-1451 New draft mode on activities to allow activities to live in draft until closure.

SB-2729 Reports - Ability to view scorecards based on a team

SB-2746 Case view - Ability to save activities as drafts

SB-2802 Chat - AI Bot for QA and KB responses

SB-2805 AI - In the case view, new button to summarize the case in new popup

SB-2806 Chat - Send location is called too often on chats

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Improvements 📈

SB-1377 Score Card - Add KPI for First Contact Resolution (FCR)

SB-1378 Dashboard - Add KPI for First Contact Resolution (FCR)

SB-1442 Ability to add / remove agents from teams from within the team screens

SB-2727 Customer view - Case id's within the statistics tab should be clickable, and add a full case view popup on case histories.

SB-2728 Agent Admin - Redesigned agent grid with better search and more columns including (out-of-office, secondary teams, asstes, asset categories, division, and custom signature)

SB-2750 Contact - When a contact is created manually, use the domain of the email to associate the contact with the company

SB-2753 Mentions - Ability to manually delete mentions from the mention list

SB-2755 CSV Exporting - When exporting views into CSV lists, a throbber is now displayed stopping the user from submitting multiple requests

SB-2758 Notifications - page title bar no longer flashes and keep the title consistent with the count number in the icon

SB-2796 Notes - customer popups alters now have the ability to have links within them

SB-2797 Portal - The reporting section sometimes would not load for admins

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Now Fixed ✌️

SB-1347 Custom field data for companies are getting entered as custom fields linked to contacts

SB-1361 Dashboard case count discrepancy from views

SB-2214 Workflow for notifying on articles submission for review will fire off on the first submission review, but wont fire on any other submission if returned back to the author for changes.

SB-2718 Case view - If the case summary is large, the case fields are not scrollable on small screens.

SB-2721 Case list - Agents without access to divisions have the ability to see a case count within drop down queue lists for cases they dont have access to

SB-2722 Contact view - Statistics didnt exclude merged cases and excluded divisions

SB-2723 Company view - Statistics didnt exclude merged cases and excluded divisions

SB-2724 Scorecards - on individual cards, the csat sometimes do not calculate properly

SB-2730 Health Scoring - Customer success dashboard filters are not re-populating after being selected

SB-2742 Variables are not working within templates

SB-2744 Editor - Modern editor did not paste in links of documents if the document upload button was used to upload

SB-2745 Activity - Deleting an activity from the editing window will not delete the activity if certain conditions were met

SB-2747 Case add - When adding a case, the email fields do not load the contacts to select if the company changes

SB-2748 Views - Shared survey views are unable to be shared with users without the ability to create survey views

SB-2749 Datatables - When viewing a datatable from the company or contact summary, the ordering does not work on the heading

SB-2751 Case add - Templates are not setting the case priority when creating cases

SB-2752 Case add - Templates variables for contacts are not populating even with the contact and company selected

SB-2754 API - contact and company searching with certain characters within the search returns no results

SB-2756 CSV Exporting - There are instances when not all records are exported if the counts are close to a round number

SB-2757 CSV Exporting - There are instances when not all records are exported if the counts are close to a round number

SB-2778 Apostrophes cause templates to break

SB-2786 “Agent can view agent KPI repots” does not stick if you save the permission within a role

SB-2787 Case view - When an agent has an apostrophe within their name, the activity list fails to load

SB-2792 Integration - Harvest does not decode URL symbols from the subject lines

SB-2794 Email - Email forwarding should not parse from non-agents

SB-2803 Chat - Form submission doesnt include the full emal address

SB-2804 Chat - Chat console sessions are not always reflecting the like/most recent sessions

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