SupportCenter Plus

Customer Support Software, Help Desk Software
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Customer Support Software Customer Support Software

SupportCenter Plus - Product Roadmap (Version 1.4)

 Previous version

Note: The implementation of feature(s) listed below
may vary based on internal priorities.
( Last Updated : 28 Nov 2011 )

Request Template changes

  • Option to choose fields required for a particular template.
  • Option to define their layout on the “Add Request” form
  • Option to define their layout on the Request View page.
  

Request View Page Enhancements

  • A new layout for the request view page
  • Request View page & notes arranged in chronological order in one list.
  • Only a single list of conversations (no separate sections for “Contact Conversations” & “All Conversations” )
  • Moving Reply, Forward & other action items on the top of the conversations.
  • Show/Hide quoted text options
  

Business Rules Enhancements

  • Option to select the trigger event (when a request is created, assigned, replied, closed etc.)
  • Enhanced criteria module
  • Option to send an email/SMS notification as an business rule action
  • Auto-assign technicians based on load & availability
 

Calendar

  • A calendar event to view tasks & events on a calendar interface.
  

Single Sign On

  • Single sign-on through Active Directory
    

Performance Operations

  • Separating the main request from the conversations. Moving the conversations of the request to a new table
  • Cutting down queries & caching information
  

Usability Improvement Operations

  • Reply Window
  • Topic templates
  • Intelligent response system
  

Archiving

  • Option to archive old requests to improve performance
  • Ability to view & search archived requests.
  

Upgrading to higher versions

  • Tomcat
  • MySQL
  

Other Request Enhancements

  • Capturing & reporting the time spent in each status of the request lifecycle.
  • Capturing & reporting the time spent by each group/technician in a request lifecycle
  • Attaching files to Resolution
  • Option to change status of the request in the Resolution section.
  • Reply option also for Support Rep replies.
  • Send request acknowledgement emails after a new contact is approved.
  • Automatically suggest solutions on the Request View Page based on the keywords in the request.
  

Admin Enhancements

  • Dependent custom fields (the Category-subcategory-Item kind-of relationship)
  

SLA & Contract Enhancements

  • Option to configure different operational hours for each day of the week.
  • Option to have Contracts for subaccounts.
  • Auto-renewal of contracts (For example. Create block of hours every month for a year)
  

General Enhancements

  • Sorting search results based on Created Time
  

Product Enhancements

  • Option to mark products as Inactive
  • Option to have Products for subaccounts.
  

Dashboard Enhancements

  • An “All Time” option (like in the Timesheet section) in the dashboard
  

Mobile Enhancements

  • Mobile webapp based on JQuery Mobile Framework
  • Native App for iphone, ipad, android, blackberry
  

Campaigns

  • Option to create HTML content & email it to large number of customers
  • Ability to select/filter the list of customers
  • Option for customers to unsubscribe to such emails.
  

Bug tracking system

  • Option to create one or more bugs from a support request.
  • When a bug is moved to the fixed status, automatically notify all related customers
  

Survey Enhancements

  • Detailed criteria section to send survey based on proper conditions.
  • Marking mandatory questions for survey
  • Ignoring unanswered questions while calculation
  • Sending survey in different languages.
  

Solution Enhancements

  • Option for customers to provide ratings & comments about the solution article.
  • Importing solutions through CSV
  • Reports based on customer searches on the portal
  • Additional fields for Solutions.
  

Integrations

  • Integration with CRM applications like Zoho CRM, Microsoft Dynamics CRM
  • Integration with Bug tracking software like Jira
  



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