Release Notes - July 2025 - New SupportHub for Core SX with attachments & hyperlinks, ICA prioritization and advanced Round robin settings, updated My Customers page and more

Core

• New SupportHub page

• Attachments at case and comment level

• Hyperlinks support

• Active tasks and review workflows

• Gen AI premium features
  
  

Assign

• Prioritization between queues

• Round Robin framed by time

• Round Robin fallback for priority cases

• Extended agent tooltips with availability and shift details
  
  

Assist

• Resolve Assist, Response Assist and Knowledge Search in new SupportHub

• Write back Case-Knowledge Article association to Salesforce

• Pull Case and assign to self via Agent Backlog iFrame
  
  

Expand

• Updated My Customers page

• Merged account filters added to Customer Insights and Account Hub search pages
  
  

Elevate

• New UI for Quality Console & Assignments pages
  
  

ML Signals

• ML signals now extracted from Internal / Case notes

Thanks,
The SupportLogic Team

• New SupportHub page

  • Updated layout of the page

  • Sort and filter the Timeline area

  • Ability to edit the “To” field

  • Mentions of the users using @ inside the Reply area

  • Case and comment level attachments

  • Hyperlinks in the Reply area and Custom fields

  • Active tasks and case review workflows

    • Scores review

    • Signals review

    • LTE review

    • Active escalation review

    • Insights review

    • Assignment review (Assign module)

    • Account review (Expand module)

    • QA Audit review (Elevate module)

  • Premium features of GEN AI in the Response tab and the Reply area (Core SX Premium, Assist Premium)
    
    
    

• Premium features of GEN AI in the Response tab and the Reply area
  
  

   

 Assign

• Prioritization between queues

  • Users can set queue priorities in General Queue Settings on the Assignment Queues page. 

  • Cases in higher priority queues are assigned before those in lower priority queues. 

  • If a case appears in multiple queues, it will be assigned based on the highest priority queue. 

  • For cases in queues with the same priority, agents are combined into a single assignment list, where ML recommendations will override Round Robin.    
    

• Round Robin framed by time

  • Round Robin settings now support configuration by specific hours of the day, allowing balanced assignments during peak times and ML-based assignments at other times. 

  • Users can define time zones and set active time periods for Round Robin.

  • Users can add multiple Round Robin time frames within a day.
    

• Round Robin fallback for priority cases

• A new assignment queue setting ensures high-importance cases are assigned via Round Robin even when agents reach capacity limits. 

• Users can enable it in the new “Agents Not Available” tab of each assignment queue’s settings 

• Users can specify which cases should bypass capacity restrictions by selecting the field and the members that will target the relevant cases.

• Extended agent tooltips with availability and shift details

  • Agent tooltips now display detailed agent availability information.

  • Shifts with working and assignment hours are shown for each agent.

  • OOO status is displayed, including expected return times.

  • Inactive status is indicated when agents are outside assignment hours.

  • Predicted active hours are shown if an agent has no linked shifts.

  • A “More” button links directly to the agent insights page for additional details.

• Resolve Assist, Response Assist and Knowledge Search in new SupportHub - Support Engineers can now resolve cases more efficiently right from within SupportLogic Support Hub experience leveraging features such as Case summary, Knowledge summary, Related knowledge sources, Draft response generation, Tonality, Translation, Knowledge search etc.
  
  
  

• Write back Case-Knowledge Article association to Salesforce - Support Engineers can link one or more knowledge sources to a Case if they found it useful in resolving the reported issue. If the linked knowledge source is a Salesforce Knowledge Article, we offer the ability to create a Case-Article association in Salesforce. This allows Support Engineers to see the Salesforce Knowledge Article as a related record in Salesforce Case detail page.
  
  

• Pull Case and assign to self using Agent Backlog iFrame - Besides reviewing My cases, Support Engineers can now pull a case from a list of un-assigned cases and assign to self using the Agent Backlog iFrame.

  
  

• Updated My Customers page

  • Updated “My Customers” page design.

  • Centralized date filters for easier and consistent filtering across columns. Quick filters for the last 30, 60, 90, 180 and 360 days.

  • Expandable hierarchy to view parent-child relationships up to two levels.

  • Manual list organization by dragging and dropping accounts within the table, in addition to the traditional sorting by columns.

  • Sticky headers keep the page and table headers visible while vertically scrolling.

  • Column management to reorder or hide columns, with personalized settings saved per user.

  • Enhanced filters with search, clear options, and control over filter value display order. 

     

• Merged account filters added to Customer Insights and Account Hub search pages

  • The Merged Accounts option has been added to the Customer Insights and Account Hub search pages, enabling users to focus their search on parent accounts created in CRM that have child or sub-accounts linked to them.

Elevate

New UI for Quality Console and Assignment pages

Continuing with the redesign efforts across SL, we’re pleased to announce the new UI for the Quality Console page and the Assignments page.

• The Assignments page (below) is where you, as an auditor, would track and manage all the QA assignments for your org. Apart from a new base, we’ve improved crucial workflows around filtering and searching within the page.
• Quality Console (as shown above) is similar to the dashboard page, but provides data and metrics from the pov of your auditors (vs the dashboard being agent performance data). To know more, please refer to the the detailed documentation within our help center.

• ML signals now extracted from Internal / Case notes

  • Following our May 2025 release, we expanded our signal extraction coverage to include internal / case notes.

  • By default, signals are not shown on internal notes, but SL Admins can enable them in the Signal Ontology settings based on customer needs.