This page provides an overview of what is coming in the future releases of SupportCenter Plus.
Note: This is only a tentative schedule. The implementation of the feature set may vary based on our internal priorities.
If you would like to see something added into our plans, please head here.
Planning
- Ability to merge accounts.
- Mandate some fields while create/update an Account
- Print Account details.
- To change Account as subaccount of some other account or change a subaccount to an account.
- Ability to provide Custom messages in Bills
- Ability to copy account contract for other accounts.
- Ability to approve time entry and approved time entries should be considered for Billing.
- Capture different types of information into the knowledge base by using additional fields.
- Add solutions that are accessible only to a specific group.
- In the reply template, add relevant solutions to the user.
- Improve the quality of the solutions by allowing your contacts can comment on, like, or unlike the solution.
- Reports Should be made import ready.
- Account specific billing/ revenue reports.
- SLA based Reports and Columns
- Service Now Integration.
- CISCO Integration.
- External widget for Analytics custom table integration.
- Need to export our allowance and other details in a bill to Analytics.
- Custom script to generate data.
- YoY QoQ Comparison widgets.
- Embed dashboard & widgets in other websites
- Track to-do items, events and meetings.
- Feature Request to support Chinese based MAPS App Integration like with BAIDU MAPS and/or AMAPs.
- Feature to list Domain drop down for mobile apps.
- Follow Requests.
- Customizable Time Entry format.
- Time Entry Additional Cost Items.
- Notes as template variable.
- Events Schedule and manage events.
- SAML SSO support. Multi IDP.
- DB Trigger - Option to write custom trigger criteria and script based on tables.
- Microsoft Graph API support for Mails
- Separate outgoing mail server for sending common notifications
- Helps to track requests and contracts over speficic product instances.
- LDAP for Support reps.
UI Design
- Ability to choose Domain Name in Account list page
- Include billing details, Integration with other product links.
- Exclude specific Support groups from the auto-assign pool.
- Integration with other chat tools, such as Telegram, Slack, and Zoho Cliq.
- Ability to call/sms support rep from Maps UI.
Implementation
- New configuration pop-up for creating or editing user/support rep additional field.
- Add Account fields and Account additional fields in Notifications templates.
- Prevent unnecessary exposure of sensitive user data by allowing or restricting the visibility of user-specific fields.
- Include If-Else conditions while defining rules.
- Use timer actions to trigger time-delayed custom actions on requests.
- V3 API support for reply and conversation in requests
- Reply All option in request conversation and description sections
- Support to add attachments for drafts
- New variables $description.attachments and $resolution.attachments are added in system notifications and reply templates to support attachments.
- Option to show advisory for Contacts
- Broadcasting a message to the selected groups.
- Introducing Advanced Filter in Requests to perform a custom search based on predefined conditions and save them for later use.
- Added a redesigned calendar for date and time fields across the application.
- Enter time values manually in the date and time fields.
- Assisting Users on Self service portal
- CAPTCHA authentication for our mobile applications
- Mandate HTTPS during startup
- Product API support
- Drill Down Request Analysis
- Webhooks for Task
- Consolidated view of the support reps's work
- Custom views for Accounts
- Users can now add details such as subject, description, and mandatory fields while raising a request from the Zia bot
- Create, view, and manage maintenance related requests in your organization from under a new module Maintenance.
- View upcoming maintenance schedules and plan ahead.
- Track maintenance using the History tab
- Suspend or resume maintenance when required.
- Use the table and classic view to search and sort quicker.
- Use the details page to view complete information of the maintenance.
Testing
- The Admin page is revamped with an all new configurations grouping as well as an improved UI layout for ease of access.
- Reports module now includes pre-defined chat reports such as Chats initiated by a contact, Chats answered by a Support Rep, Unanswered chats, and Completed chats.
- Replace application text with your preferred text using the inline edit translate option. Currently, this is applicable only for texts in following sections: Headers, Home, Requests, Tasks, and Time Entry.
- Feature to include "El Salvador" in the country list - Account creation page.
- Account API.
- In requests, while adding a task by using the Add Task(s) from Template link, you can preview each task template in full screen.
- Remind users to change password after first login
- Fail Over Service enhancements
- Notification Tones
- Additional attributes support in SAML from IdP
- Showing dynamic notifications as desktop notifications
- Introducing Night Mode in SupportCenter Plus that allows users to darken their application's screen. Night Mode is user and instance specific.
- Use custom/third-party fonts in SupportCenter Plus. You can either add fonts that are already included in your operating system or upload new fonts via font files in the supported formats.
- Administrators can now allow Support Reps to personalize the color settings applied in the list/classic view of requests.
- Added a redesigned calendar for date and time fields which now enables to enter time values manually.
- Survey reports page to lists reports in descending order by default. The survey count per page is bumped to 100.
- Option to enable/disable domain filtering drop-down in the login page.
- Password protected attachments, disabling Concurrent Login
- Introducing a tool to migrate data between two databases (Postgres to MSSQL and vice versa) as well as between operating systems (Linux to Windows and vice versa).
- Schedule request data deletion for both active and archived requests.
- Request Print & Approval Preview customization.
- Request Classic view
- Custom Operational Hours
- Checklist.
- Organize your requests effectively as cards in a Kanban view to ensure efficient closure of tickets.
- Time Entry V3 API
- Display both Requests and Tasks in a single view to avoid toggling between views while deciding on the next support rep activity.
- In-app notifications to alert support reps about their request events while they are using the application.
- Perform/Share drill-down analysis on requests from the reports module.
- Microsoft Calendar.
- WebHook Phase II (Providing callback action, custom data generator and option to hide sensitive fields).
- Call history
- Pending mail count
- Login based Reports
- Status Changed History, Support Rep Changed History , Group changed history added as a custom report under reports
- A new query report is added under the Login Reports folder. This report shows the technicians details, their last login time, and their login names available under each support group.
- A new query report is added under the Login Reports folder. This report shows the support reps' details, their last login time, and their login names available under each support group.
- Users can now add up to 5 columns/rows while grouping data in Advanced Matrix Reports.
- Request fields are provided in the Columns drop-down under the Column Grouping section for all modules that support matrix reports.
- Use API for viewing and executing Query Reports
- Integration with Zoho Charts, a charting library with rich features and improved UI.
- Introducing options to export reports without header, schedule multiple reports,save edited custom report, export/schedule mail reports in the XLSX format, notification to notify report deletion.
- Self Service Portal option to enable/disable Survey Login mode
- In Admin >> Survey email configuration, the skip survey link is now listed as a variable which you can choose to include in the email content. You can also customize the email content in non-english languages.
- Survey URL in Request Closure Notification. Survey can be sent along with request closure notification
- Support rep Contact Chat
- Embed video in Solution
- Appproval actions, reopen requests using Zia, Zoho's AI assistant for business.
- Access to Advanced Analytics under the Reports tab in an embedded view and SSO support to access Advanced Analytics.
- ManageEngine Analytics Plus Cloud now integrates with SupportCenter Plus as cloud-based reporting & business intelligence service instead of Zoho Analytics.
- Integrate Advanced Analytics and sync data instantly across several portals. You can also choose to have a common/separate account for each portal.
- Now you can easily integrate AnalyticsPlus with SupportCenter Plus if you choose to install Analytics Plus in the same server as SupportCenter Plus. Quick setup wizards will help you set up analytics plus in no time.
- Advanced analytics integration for SupportCenter Plus now supports Survey data. Users can now create reports and dashboards in Zoho Analytics/ManageEngine Analytics Plus using the survey data from SupportCenter Plus.
- Proxy Configuration for Mail Fetching
- Move blocking email to different folder
- EWS Support for linux
- Auth token support for third party
- Antivirus scanning for file uploads in Admin
- Support for TLS 1.3 protocol
- Monitor the malicious activity
- Security Meter
- Postgres version upgrade
- JRE version upgrade
- Tomcat version upgrade
- Custom filter enhancements in dashboard widgets
- Custom status & List view pop-up filters
- The UI for task dependency mapping is revamped for better user experience.
- API support added for task dependencies.
- Under the Resource Management tab, you can now easily manage your resources; their availability, load and utilization, and task assignment.
- User can now configure custom triggers for tasks to automatically trigger actions on a task using a script file or a custom function.
- Task custom functions can be executed via task custom triggers to access any data from SupportCenter Plus and schedule periodic customized actions.
- Forgot Password Enhancements
- Telephony Integration - Call History
- Advanced Customization for Requester Home Page
