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Highlighted Features:

For this round of release notes, we want to highlight some new big AI features along with our brand new master ticket feature!

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

Here is a list of Highlighted features that we've either added or improved on:

• AI Insights tab
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  ​The AI Insights Tab provides actionable intelligence by analyzing closed cases. This feature offers detailed insights into key areas such as:
  • Customer Satisfaction (CSAT): AI analyzes feedback to identify trends and opportunities for improvement.
  • Grammar and Tone: Reviews language quality and tone to ensure professional and empathetic communication.
  • Quality Assurance (QA) Summaries: Provides concise overviews of case resolutions, highlighting strengths and areas for growth.
  • Politeness: Evaluates interactions for courteousness to enhance customer experience.
  These insights empower your team to refine processes, improve communication, and deliver exceptional customer service. Take a look, and you might find some insights that are very important for you and your team!

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• The Company AI Co-Pilot
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  The Company AI Co-Pilot acts as your intelligent assistant within Supportbench, offering:
  • Contextual Q&A: Ask specific questions about your company's cases, tickets, or workflows and receive detailed, AI-generated responses.
  • Real-Time Guidance: Access instant insights on company metrics, trends, and customer interactions.
  • Enhanced Decision-Making: Leverage AI for informed decision-making and efficient problem-solving.
  With the AI Co-Pilot, navigating and understanding your company's data becomes faster and more intuitive.

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• Master Cases feature​
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  Master cases enable streamlined ticket management by allowing you to designate a case as the "master case." Key features include:
  • Attachment of Child Tickets: Link multiple related tickets to the master ticket for consolidated tracking.
  • Unified Updates: Changes to the priority or issue on the master ticket automatically reflect on all attached child tickets.
  • Improved Organization: Simplifies case management for complex or multi-faceted issues, ensuring consistency across related tickets.
  This functionality enhances operational efficiency and ensures that all relevant stakeholders are aligned.

• AI Operations features:​
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  The latest AI Operations Features automate critical workflows, reducing manual effort and boosting productivity. These features save time, reduce human error, and ensure that your support operations run seamlessly. Key functionalities include:
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  • Auto Issue Assignment: AI intelligently routes tickets based on their content and descriptions.
  • Auto Priority Assignment: Automatically assigns priority levels to tickets for better queue management.
  • Automatic Tagging: Tags tickets with relevant labels based on AI-driven analysis.
  • Workflow Simplification: Eliminates the need for manual workflows by dynamically adapting to AI descriptions you define.

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If you need help leveraging any of these new 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-1927 A way to limit your calendar to show only your case items.

SB-1942 If a case is de-escalated after being transferred then the case is not re-assigned to the right agent

SB-2764 Case field scroll bar gets stuck after changing a field

SB-2779 View - Ability to add draft status to the activity views and view filtering option

SB-2798 A way to only send surveys on public cases and not on private ones

SB-2815 Ability to favorite articles

SB-2818 Recent history inside a contact does not bring you to any page, or does not like all closed cases

SB-2826 Contact - Ability to resync a single contact from a 3rd party CRM

SB-2827 Chat - Ability to set the bot function to be Chat, AI, or Both fuctions

SB-2848 Ability to clone activity to a new case

SB-2852 ability for company search to handle phrases

SB-2877 Case view - AI Insights - AI Case Agent Quality Assurance and Customer Experience insight on closed cases

SB-2883 Roles - New role to allow agents to view their assigned team and divisions KPIs without the ability to see global or other team metrics

SB-2885 Articles - You can now define public facing Slugs on articles for better SEO

SB-2886 Dashboard - Agent login times are now visible

SB-2901 AI - New AI configuration section to allow fine tuning of case summarization prompt

SB-2909 AI - Ability to ask questions on an existing case

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Improvements 📈

SB-2113 Ability to add an internal note on each activity that displays in the activity listing in case

SB-2280 Audit log improvements

SB-2410 Add confirmation icon when deleting a note ("Are you sure?")

SB-2456 Excel properties honored when copying a spreadsheet into an activity.

SB-2726 New variable

SB-2800 put "Total time" and "Sum" in reports to minutes as opposed to seconds

SB-2801 log the From value used in the email activity that gets saved to the case? Right now there doesn't appear to be any way to see which address was used

SB-2810 Make navigating to cases more intuitive while inside the case. A button near "forward" that lets you skip to the next case in your case list.

SB-2828 Chat - Added a new button on AI bot to allow a user to start a chat with an agent

SB-2832 Assignee field not coming through to JIRA from SUpportbench

SB-2840 Audit Log - Addition of company, contact fields

SB-2841 Audit Log - Ability to export List

SB-2842 Audit Log - Case, contact, company are clickable

SB-2860 create new audit event on successful email submission on customer SMTPS

SB-2861 Audit Log - Add email success notification in audit log when email is delivered successfully on custom SMTP servers

SB-2862 Case volume widget should include: open cases, incoming and closed cases on the same chart.

SB-2866 AI Summary - All activities as now summerized not just customer facing ones

SB-2868 add Email From to conditions in workflows

SB-2869 a setting that allows you to set a default activity type

SB-2870 Template Variables - Added new variables for current date, day, month, and year

SB-2871 move subject line field above search for contact when manually creating cases

SB-2872 Add a way to translate french to english (or general language translation) when viewing or responding to a case

SB-2873 Option to insert an imagine as an attachment

SB-2874 When manually creating a case and adding a new contact to send to, make it so the fields are not required

SB-2875 notifications for missing attachments

SB-2878 Portal - Article ID's auto translate their slugs / into a SEO friendly title

SB-2879 Ability to pull a team or organizational KPI report and have all the agents included within the report as opposed to having to pull agent reports separately

SB-2890 SLA - First response times now calculated based on the the initial customer activity and not the initial customer activity in the case history

SB-2894 Portal - Case policy for portal, fields are now sortable

SB-2895 Policy - Case policies can now be added based on issue type and not just divisions

SB-2904 Case List - 50% improvement in list and view speed loading

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Now Fixed ✌️

SB-2212 On article creation workflow is notifying when articles are submitted for review when requirements are "Published state is external"

SB-2338 Reports that are scheduled to run on the "first day of the month" usually run around the 10th or 11th day.

SB-2725 html code shown in portal messages

SB-2732 Activities - Case activities limited to just one solution

SB-2738 System audit grid does not yield results for emails / is spotty using contain filter

SB-2741 Can't set custom icons on activties

SB-2762 Email List - When using the email list to search for fields, if you add additional emails to the To/CC/BCC fields then those contacts already selected for that company are removed

SB-2771 If you attach a file to an escalation it breaks and does not save

SB-2773 Activity list resetting

SB-2783 Workflow used to reassign cases from inactive owners is misfiring and taking cases from active agents.

SB-2784 only allow forwarded cases to be created as the original sender by agent/admin only

SB-2799 Case default list won't refresh until navigating away from case list

SB-2811 Portal - Company reporting did not take into account child companies

SB-2813 Merge process not updating relationships with cases that are merged

SB-2816 mediacentric unable to see images in portals

SB-2819 Case list - time spent actual column on scheduled reports are just numbers and not formatted properly.

SB-2820 Search - Certain strings would fail to search when special characters were within the search box

SB-2821 Search - The preview pane doesnt load consistantly when clicking and results

SB-2822 Contact - Contact view links to view all previous cases did not return all cases of the contact

SB-2823 Views - Activity flag icons are not displaying within the activity views

SB-2824 Case view - Large activities with lost of images sometimes do not load fully after scrolling to the bottom

SB-2825 Article - Content would not load fully with content containing lots of images after scrolling

SB-2834 Out of office messages can sometimes send outside of the assigned dates

SB-2835 Search - Wehn you search articles with a certain division on main search base, the search fails

SB-2836 When using "last modified" in data views, the view will not save/create.

SB-2838 HTML executes when added to activity using edit

SB-2839 If a message is saved as a draft and then "continue editing draft" is selected, the images from the signature are all now extremely large

SB-2843 Views - views would not save when an activity draft flag was set

SB-2846 If a case is closed using Jims 5 day rule, and then re-opened, the case history is lost.

SB-2847 Chat - When reviewing old chats and AI chats, the scroll bar sometimes does not display

SB-2849 AI Regenerate Grammar fix just rephrases the whole text

SB-2851 ampersand symbol displays text when activity is created

SB-2854 Reassign Cases from Inactive Owners workflow within epass instance will ocassionally not fire,and randomly runs cases against others that it shouldnt.

SB-2855 When creating a case list view, if I specify multiple Case Id's in the filter criteria, it only returns the first case in the list.

SB-2856 Knoweldge base - Article containers did not save screenshots as files and kept them as base64 images

SB-2857 Fields - When a custom field is deleted, it will not always set the active flag to inactive

SB-2859 Agent - Can not set user as inactive even tho no cases or articles are assigned

SB-2863 Search: In the main search, characters such as # and $ are not searchable

SB-2864 Dashboard - The case backlog and metric on the case volumn widget is not always accurate

SB-2865 History - On chat items within the user history, the whole chat item is displayed even if there are hundreds of characters.

SB-2882 Average response time seems very high

SB-2884 Scorecards - users could bypass role security on the scorecards if they knew the Scorecard URL

SB-2889 Policy - Unable to load policy

SB-2891 Scorecards - Daily date range picker fails to load at times

SB-2893 Portal - Tags field not showing in portal for case add even when in the policy

SB-2896 Admin - Color pickers are not displaying corectly

SB-2897 Policy - Some felds that are listed are not available in the portal and should not be selectable

SB-2898 Notes - Popup on case notes are auto closing

SB-2899 Case view - Missing attachment modal interacts poorly with Create and Set Options modal

SB-2900 Case View- AI summarizations now work regardless if there is only agent or customer activities

SB-2902 Scheduled View - XLS reports sometimes come back blank

SB-2903 Editor - When a bad style tag or incomplete / miss-matched html tag is in a reply, Editor fails to load

SB-2905 Link function isn't working in ticket ui

SB-2906 formatting with quoted text or activity forwards does not keep f

SB-2908 article search results sometimes not accurate

SB-2911 Search not displaying case results