Features in this release:
Alerts | Zendesk | Agent Shifts | Edit Case Review | Case Details
5.4.7 November 2022
As we near the end of fall and Daylight Savings Time (for the last time!), the SupportLogic team has some exciting new updates to share with you. They’re sure to keep your spirits up as the nights grow longer!
With this release, you’ll see the following:
We’ll also be sunsetting the old case details view, so check out the update for more details.
As always, we’d love to hear from you. If you have any questions or comments, please drop us a note at firstname.lastname@example.org.
The SupportLogic Team
Alerts - Notify the Case Owner via Slack
SX is primarily used by support managers, forcing them to be a middleman, communicating case insights to the agents (case owners), who are typically not SupportLogic users. Agents primarily work in the CRM, or often through Slack. Agents can now be alerted via Slack in addition to email (which was already supported).
Alerts Made Easier
More flexibility with shared alerts
Alerts are one of the most powerful SupportLogic features, and with this release, we’ve introduced the concept of ‘Shared Alerts’ as permission at the user level.
With this permission enabled, your team members can now also select other people to receive notifications for alerts they create.
SupportLogic Data in Zendesk
SupportLogic Case Scores in Zendesk
Enhance your team’s experience in Zendesk by syncing Sentiment and Needs Scores back to the CRM. To enable this, please get in touch with the SupportLogic Customer team for the next steps.
Improvements to Agent Shifts
- View shifts in other timezones
Managers creating or updating shifts can now adjust their calendar view to see shift schedules in different time zones.
No more mental gymnastics trying to figure out what time zone you’re looking at!
- Distinguish shifts with colors
Visually distinguish between shifts by selecting a separate color for each one – you know we love colors here at SupportLogic!
- Copy assignment hours to working hours
You can now copy the assignment hours from a shift to the working hours section with a simple click.
- Highlight or hide missing hours
You’ll see missing hours coverage grouped together for easy identification when viewing shift coverage. You’ll also be prompted to create shifts whenever you have missed coverage at the same time on multiple days of the week.
No more Spelling Errors in Reviews!
Edit a completed case review
Brought to you by popular request, the creator of a case review can now go back and make edits – just go to the completed review in SupportLogic and click the ‘Edit Review’ button. Note that only the manager who created the case review can make edits to it.
Out with the Old, in with the New
Sunsetting the old case details view
After several months in open beta, the new case details view is here to stay! Thank you to everyone who shared feedback and suggestions – please continue to do so; the product managers love hearing from you.
The old case details view will sunset in early December, just before the sunset in 2022.
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