Product Roadmap

Product Roadmap

This roadmap provides an overview of future releases of SupportCenter Plus with a tentative release schedule. If you would like to see new features, submit your feature requests here or visit our forum to post your ideas or vote for features.

Requests

  • Create and save resolution templates.
  • Task tab in requests to track associated tasks.
  • Reply to technicians by SMS.
  • Auto-Start the Timer and Add Time Entries options added to work log timer.
  • Add dependency to requests.
  • Option to share requests.
  • Assign read-only permission to technicians with whom requests are shared.    
  • Request custom filters: Enhanced criteria section with $My_groups , $Today , $This_Week place holders. 
  • Add notes while assigning a technician. 
  • Drag and drop images/attachments to requests.
  • Enable/disable request templates.
  • Organize requests in Kanban view to ensure efficient ticket closure.
  • Enable technicians to update the existing requests in bulk through XLS sheets.
  • Request Audit: Periodically assess activities of your requests.
  • Add resolution to linked requests.
  • Include the account name when a contact adds a new request.
  • Add attachments to a resolution.
  • Display Like button, so that requesters with the same issue can click on it.
  • Customize request details page.

Admin

  • Auto-assign technicians through Round Robin/Load Balancing method.
  • Auto-assign tickets to technicians based on their availability.
  • Exclude specific technician groups from the auto-assign pool.
  • Assign requests based on technician's shift timings.
  • Contacts with high privilege to get more reports.
  • Notification rules enhancements.
  • Archive data based on conditions.
  • Add a log entry for all Admin operations such as adding, editing, or deleting entries.
  • Configure different operational hours for each day in a week.
  • Assign technician in Roles.
  • Create and save task templates.
  • Include multi-select options in an additional field.
  • Invoke custom scripts in business rules.

General

  • Technician Dispatch calendar
  • Desktop Notification  

Broadcast Message

  • Broadcasting a message to all technicians.

Scribble Pad

  • Make simple, hurried notes in a jiffy using the all-new inbuilt scribble pad. 

Health Meter

  • Assess your application's health metrics in just a glance from the community tab. 

Dashboard Enhancement

  • Add widgets to the dashboard.

Gamification 

  • Break the monotony of every day and motivate technicians to enjoy their work.

HTML Editor Enhancements

  • Smiley support
  • Modify table properties
  • Edit HTML code
  • $ support

Survey Enhancements

  • Configure different survey templates for different types of requests.
  • Send ad hoc surveys; the survey need not be associated to a request.
  • Send surveys periodically; in predefined intervals, such as once after 2 weeks or 4 months.
  • Configure different answers for different questions.

Chat

  • Live Chat for Users: Allow requesters to have a quick chat with technicians easily.