There has been an incredible anount of development over the last 6 months in which we rolled up into this release. Please have a full read and if you have any questions, please don’t hesitate to contact us anytime.
The activity icon within the case list now in circled by a colored border. The border reflects the case colored status (in which you can modify within the case status configuration)
The activity icon no longer displays just the last activity, if you click on the activity icon within a case list / view, the Peek feature will display giving you a summary of the contact, case details, and all activities within the case.
4 Buttons are displayed at the top right.
- The plus sign button will forward to the case view to create a new activity. - The reply button will allow you to create a quick reply within the peek panel. - The Trash button will allow you to quickly trash the case. - The close button will close peek panel.
You can now view the full activity history by enabling the “view case history” button within a case activity.
You can now define when and what type of SLA is hit. The following SLAs are now available:
You can link multiple companies to a contact. This will give you the ability to have contacts that display within multiple companies, but still be associated to one main company (i.e. contractors working on behalf of)
When multiple divisions are used, you can assign a default reply address to ensure if an outgoing email goes out, the default of the case division is used if no address is specified.
To better know who is online and available or not. The status of agents (wether they are online or not) will be displayed on all transfer lists. You can enable agent availability within the Account → Policies configuration section.
* [SB-344] - Restrict articles by company tags / contact tags / company id / contact id * [SB-692] - New duplicate incoming email check to stop duplicate messages from being sent into the system * [SB-717] - Duplicate incoming emails are now grey listed stopping spaming auto-responders and spammers * [SB-727] - View full case history and export case history to PDF from within the case view * [SB-731] - Dashboard - Article contributors / authors - top 15 * [SB-732] - Knowledge base - link to recent cases * [SB-737] - Ability for the community administrator to create and manage a companies contacts * [SB-738] - Ability to view sub companies if you are assigned an administration role in the community * [SB-739] - Ability to create a sub company within a parent company within the community * [SB-740] - Ability to link multiple companies to a contact * [SB-750] - Re-designed search experience * [SB-755] - Create projects for cases * [SB-756] - Support for project versions * [SB-757] - Support for project types * [SB-758] - Ability to restrict projects to divisions * [SB-759] - Ability to create views with project properties * [SB-768] - Ability to bulk respond to the case contact within the case list and views * [SB-775] - Use LDAP for Supportbench authentication * [SB-781] - Add new per region Redis caching servers * [SB-782] - Ability to set a work-flow cycle to stop if a particular work-flow is hit * [SB-788] - New Case Score Card Metrics * [SB-793] - Article detection warning, articles can no longer be edited if someone else is currently editing the article. * [SB-794] - Ability to view who is currently viewing and editing articles * [SB-795] - New case closure policy requirement to enforce articles being linked on cases * [SB-796] - Dashboards now support the ability to display by agent * [SB-797] - New role permission to only allow agents to view a dashboard for their own statistics * [SB-798] - Ability to export case / view lists as both PDF and Excel files * [SB-801] - New option within case views for data grouping / pivoting. Option is available within the case list options section. * [SB-802] - New option to save the case view grouping / sorting state for future use. * [SB-803] - Case lists / views now can be sorted by multiple columns * [SB-805] - Column filters within the case list now include multiple ways of filtering (includes, contains, between, starts with, etc...) * [SB-813] - Projects and their version should be available within the customer portal and controlled via the case policy * [SB-814] - On case company / contact summaries, a new history button is now displayed allowing you to see the entire case history on a click * [SB-817] - Ability to change the date and time format within the account policy * [SB-820] - Project Analytics * [SB-825] - Ability to modify the case creation date via a new user role option * [SB-826] - Ability to pin cases on case lists and views superseding the SLA ordering * [SB-827] - New option within the configuration section to view the raw audit log * [SB-838] - Search can now search all items in the system and you can select what to search on from the drop down. * [SB-844] - The ability to clone a workflow * [SB-846] - Ability to execute a specific workflow manually from the community via a button click * [SB-858] - Added Emojis to toolbar and auto complete within the editors * [SB-878] - Ability to add a due date to a case * [SB-881] - New case list column to show the last activity solution on a case * [SB-912] - New SLA reset action to workflows allowing you to trigger a hard SLA reset on activities. * [SB-917] - Ability to choose Community logo / Community URL within workflow variables * [SB-918] - New workflow option to action on what community the case was triggered on * [SB-919] - The company and contact requirement field is not loading within the workflow after saving * [SB-946] - Ability to choose what email from address the email templates use within a community * [SB-1009] - Ability to bulk transfer articles to other agents * [SB-1010] - Ability to bulk archive articles * [SB-1034] - When opening the agent / queue lists within the case list screen, display the case counts of each item * [SB-1106] - Add custom SSL certificates allowing mapped CNAMES for SSL * [SB-1108] - Remove email signatures from incoming emails and email replies for better sentiment analysis * [SB-1114] - Added the ability to log both sentiment and emotion of activities and activity phrases * [SB-1119] - Ability to copy another communities pages into another community * [SB-1129] - Allow community case policies to be based on customer role and community * [SB-1135] - Add activities created and their types on the KPI scorecards * [SB-1136] - Add global search function within asset list * [SB-1141] - Ability to individually block email addresses from being sent to particular addresses i.e. noreply@... * [SB-1146] - New workflow to trigger on first case assignment to owner * [SB-1147] - New option for tasks to set the due date as a relative data/time allowing templates to use relative task due dates * [SB-1156] - New workflow condition looking at the last activity created on a case * [SB-1157] - Add Note fields to case addition policy * [SB-1160] - Case preview within the communication hub now shows a case summary including prev activities
* [SB-265] - Company Merging * [SB-621] - Remove all onclick events from incoming emails embedded within html tags * [SB-623] - Assign a default reply address per division * [SB-626] - Within the calendar view in a case event view, the left hand upcoming menu should popup the event for editing if event has not yet passed. * [SB-706] - Ability to filter on names / email addresses / phone numbers within the mobile app company / contact lists * [SB-707] - Company and contact details tabs within the mobile apps should display details saved if data found. * [SB-708] - Contact list within the mobile app should display the company name if associated to one * [SB-709] - Phone number within the mobile app within a contact should be clickable to open the phone launcher * [SB-710] - New button when viewing a company and contact within the mobile app to open a new case for that company/contact * [SB-712] - When brining up a companies contacts at a parent level, the list should include all child contacts from related companies * [SB-713] - Reduce page sizes by inserting viewstate management on the server and not on the client * [SB-714] - When creating a new activity from a case within a queue, the grab case popup should occur at the start of the new activity process rather than the end. * [SB-715] - Cascading drop down lists should be available within the community case creation section * [SB-719] - Mobile apps will now use regional data centers improving performance * [SB-720] - When creating a new event from within a case, the calendar events tab is not reloaded * [SB-723] - Ability to create reminders on calendar events * [SB-728] - dial number from app * [SB-733] - Knowledge base - when in a container, search should reflect the articles within the container * [SB-734] - Case list / view - New case history button to show all case history in a popup * [SB-735] - Case list / view - New column to show case linked articles * [SB-736] - Add case history button to new activity creation screen allowing to see previous activities * [SB-754] - Improved color picker on all screens to allow more flexibility in choosing colors. * [SB-762] - Add new default container for Edit's required within the main knowledge base view * [SB-770] - Within the main navigation calendar event, the case id should be click-able and go to the case * [SB-772] - Display a show more button for calendar event summaries within the case view * [SB-780] - Within the company/contact pages, the Recent History title should point back to the case list section. * [SB-786] - New view option to find all cases that had terms/phrases within the case activity contents * [SB-787] - New view option to find all activities that had terms/phrases within its contents * [SB-789] - Case collision detections should occur before the activity editor is loaded and allow you to cancel creation going back to the case. * [SB-790] - When a case collision alert is ignored, it should be logged in the audit trail. * [SB-806] - Case lists are now cached making sorting, filtering, and grouping fast. * [SB-807] - Change SLA from Command Center * [SB-811] - Case list - Add outcome column * [SB-816] - Record who the last case owner was in the database * [SB-818] - Added new calculation to the case creation table calculating the case closure time in min * [SB-819] - Track the case first ownership time and who that owner was * [SB-853] - Ability to resize columns and save them within views to its viewstate * [SB-864] - Allow a view to filter companies to all its children if selected * [SB-865] - Added the ability to stop all sorting from the view so that the viewstate order could be used instead * [SB-897] - Ability to add a subject line to activities * [SB-906] - The forgot password link within the community doesn't display an error message on username error * [SB-910] - Add the ability to go to the next case or highest priority case * [SB-948] - Ability to access the case status color in new liquid variable "status_color" * [SB-950] - Add new columns to the case list for the community * [SB-954] - Add IMG lazy loading to drastically improve performance on activity / article / community content with images * [SB-957] - Enable azure blob file caching on azure blob CDN and header tags * [SB-958] - Added 5 more form lines to the Email routing form parsing * [SB-960] - Case closure screen should be loaded if closed case status is set enforcing policy * [SB-962] - When email routing form contact is specified, create the contact if it's not found * [SB-964] - Don't show the selected cases you are merging within the merge list * [SB-965] - Allow filtering of cases within the merge list * [SB-970] - Updated client side scripts with vulnerabilities * [SB-1004] - Cases in Child Queues should show in case list * [SB-1006] - Migrated scheduled views into its own section under reports * [SB-1007] - Migrated knowledge base into its own section under reports * [SB-1037] - The agent summary dashboard widget should include the agent status on the left as well * [SB-1093] - Convert default profile images to initials rather than icon * [SB-1094] - Improved case collision detection * [SB-1095] - Display images within case activities as a lightbox popup making it easy to scroll through image attachments * [SB-1115] - New Community portal reply activity type added * [SB-1117] - Added a "Reply above this line" on outgoing email replies to minimize email threads * [SB-1118] - Send ICS file to agent if there are attendees to a calendar event * [SB-1127] - Calendar events require a properly formatted summary email * [SB-1134] - The dashboard widget "Cases created by type" renamed to "Activities Created" * [SB-1148] - Clicking near the checkboxes within the case list go to the case instead of checking the checkbox * [SB-1154] - Dramatically increase the speed of case views and list * [SB-1155] - Dramatically increase the speed of community knowledge base
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