SupportCenter Plus

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Customer Support Software, Help Desk Software

SupportCenter Plus - Product Roadmap

Note: The implementation of features listed below may vary based on internal priorities.
Last Updated : 14 March 2013
ID Features & Enhancements Release
8770 Unified Request list view across Business Units:
  • This list will have basic request fields and supports limited operations like Delete, Assign requests.
  • Custom Views for All Business Units View.
2013 (Q2)
9333 Account based Contact population in the Request form. Based on the Account selection, associated contacts will be listed in the Request form. 2013 (Q2)
9625 Search Enhancements:
  • Advanced search for Requests
  • Products module support in Global Search.
2013 (Q2)
9636 Linking Requests across Business Units 2013 (Q2)
8767 Actual time spent on a Request by each Support Rep or Group.
If a Request is assigned to multiple Support Reps or Group, time spent by each Support Rep or Group will be displayed separately.
2013 (Q2)
8769 Integrations - JIRA (Bug tracking software) 2013 (Q2)
8168 On Request reply:
Request will be auto assigned to the Support rep who first respond to the unassigned request.

On Request creation:
Request will be auto assigned to the Support Rep who created it.

2013 (Q3)
6212 Log a call in different Business Units. (Business Unit list will be based on role permission.) 2013 (Q3)
8768 Different operational hours within a Business Unit for different days
Ability to support different support plans like 24 X 7, 24 X 5,..
2013 (Q3)
9634 Survey Enhancements:
  • Detailed criteria section to send Survey based on conditions
  • Marking mandatory questions for survey
  • Ignoring unanswered questions while calculation
  • Sending survey in different languages.
2013 (Q3)
9635 Solution Enhancements:
  • Option for customers to provide ratings & comments about the solution article
  • Importing solutions through XLS
  • Reports based on the search topics on the portal.
2013 (Q4)
8713 Link Requests
  • Multiple Requests can be linked to a request. This helps to group similar requests
Completed
Build:7917
9309 Increasing the Request additional fields to 60 fields Completed
Build:7917
7698 For Support Rep conversations, ‘Reply’ option will be available along with the Forward option Completed
Build:7913
4276 Business Rules Enhancements:
  • Business Rules can be triggered based on Request creation/updation etc.
  • Notifications can be triggered based on these actions.
Completed
Build:7913
8687 Conversation enhancements:
  • Notes will be included as a part of Conversation list
  • Option to show or hide the System Notifications
  • Only a single list of conversations (no separate sections for “Contact Conversations” & “All Conversations”)
  • Fold-Unfold Option for Conversations
  • Actions like Reply, Forward, Split as New Request will be available on top of each conversation.
Completed
Build:7913
6417 Option to download attachments from Request list Completed
Build:7913
8725 Moving Requests
When request moved to a different business unit, further conversations will be added to its parent Request irrespective of the Business Unit it belongs.

Eg., A Request is available in Business Unit A and its moved to Business Unit B. Now if there is a reply to that Request, it will add the conversation to the parent Request in Business Unit B, instead of creating a new Request in Business Unit A.

Completed
Build:7913
8509 Customizable notification template for Notes addition Completed
Build:7912
8724 Request Elapsed time will be calculated when the status is set to 'Resolved', 'Closed' or any custom completed type status
Previous Design: Elapsed time is calculated only when the status is set to 'Closed'
Completed
Build:7912
8175 Option to add a Note, while assigning a Request Completed
Build:7912
8740 Archiving Requests:
  • Option to archive completed requests
  • Ability to view & search archived requests.
Completed
Build:7912