SupportCenter Plus

     

    Product Roadmap

    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
    • Solutions
    • Additional Fields
    • Capture different types of information into the knowledge base by using additional fields.
    • Group-specific Solutions
    • Add solutions that are accessible only to a specific group.
    • Insert Solutions in Reply Template
    • In the reply template, add relevant solutions to the user.
    • Reports
    • Reports Should be made import ready.
    • Account specific billing/ revenue reports.
    • SLA based Reports and Columns
    • Integrations
    • Service Now Integration.
    • CISCO Integration.
    • Advanced Analytics
    • External widget for Analytics custom table integration.
    • Need to export our allowance and other details in a bill to Analytics.
    • DB Trigger - Option to write custom trigger criteria and script based on tables.
    • DB Trigger - Option to write custom trigger criteria and script based on tables.
    • Dashboard Enhancements
    • Custom script to generate data.
    • YoY QoQ Comparison widgets.
    • Activities
    • Track to-do items, events and meetings.
    • Maps
    • Feature Request to support Chinese based MAPS App Integration like with BAIDU MAPS and/or AMAPs.
    • Billing
    • Ability to copy account contract for other accounts.
    • Ability to approve time entry and approved time entries should be considered for Billing.
    • Ability to configure multiple contracts for products
    • Requests
    • Follow Requests.
    • Action Matrix
    • Based on ticket status and role permissions, restrict specific user actions under a ticket.
    • Job Sheet Enhancements
    • Customizable Time Entry format.
    • Time Entry Additional Cost Items.
    • Notes as template variable.
    • Admin
    • Events Schedule and manage events.
    • Account
    • Mandate some fields while create/update an Account
    • Account details
    • Print Account details.
    • Ability to change Account as Subaccount
    • To change Account as subaccount of some other account or change a subaccount to an account.
    • General
    • Authentication
    • Additional attributes support in SAML from IdP
    • E-Mail
    • Separate outgoing mail server for sending common notifications
    • Assets
    • Helps to track requests and contracts over speficic product instances.
    • LDAP
    • LDAP for Support reps.
    • Billng
    • Ability to associate contracts for existing Requests
    • Dashboard
    • Dashboard
    • Customizable Graph & Table Request widgets in Dashboard
    • Time Sheet
    • Time Sheet
    • Time Sheet module
    UI Design
    • Billing
    • Ability to provide Custom messages in Bills
    • Ability to bill Request Task Time entries
    • Account
    • Ability to choose Domain Name in Account list page
    • Account details Enhancements
    • Include billing details, Integration with other product links.
    • Admin
    • Factor in the technician shift timings and assign requests based on their shifts.
    • Chat Enhancements
    • Integration with other chat tools, such as Telegram, Slack, and Zoho Cliq.
    • Maps
    • Maps Enhancements
    • Ability to call/sms support rep from Maps UI.
    Implementation
    • Account
    • Ability to merge accounts.
    • Solutions
    • Add Links
    • Custom view for Solution list view
    • Trash Support for Solution & topics
    • General
    • Option to show advisory for Contacts
    • Broadcast Enhancements
    • Broadcasting a message to the selected groups.
    • Time Sheet
    • Consolidated view of the support reps's work
    • Billing
    • Flexibility in Contract extension and renewal
    • Ability to configure allowance and Cost in Contracts
    • Ability to manually mark Time Entry as Billed
    • Reports
    • API based reporting
    • Report API Framework support for request and custom modules
    • Report Config Role
    • A role to be introduced, which will provide admin privileges in reports module to the user
    • Integrations
    • Advanced Analytics
    • Support to sync custom module data into Advanced Analytics
    • Admin
    • Custom Schedules Enhancement
    • Run custom schedules daily, weekly, monthly, and yearly. Configure custom schedules to repeat endlessly, end after certain repetitions, or on a specific date.
    • Requests
    • FFR Mobile Support
    • Projects
    • Kanban and Classic Views
    • Streamline the scheduling and managing of tasks effectively by using the Kanban and Classic Views.
    • Admin
    • Department V3 API
    • V3 API support for Departments
    Testing
    • Integrations
    • Microsoft Calendar.
    • Webhook
    • Webhooks for Task
    • Self Service Portal
    • Assisting Users on Self service portal
    • Account
    • Custom views for Accounts
    • Security
    • TFA in mobile app
    • Users
    • Ability to Import/Create Organizational Users as Contacts.
    • Admin
    • Support Group V3 API
    • V3 API support for Support groups
    • Tasks
    • Task Additional Fields
    • Option to have additional fields in tasks across modules.
    • Resource Management
    • Allow support reps to view Resource Management by providing specific permissions
    • Reports
    • Reports Micro Features - Phase III
    • Support to export reports in XML, doc and docx formats.
    • Support to export report in network location in scheduled reports
    • Support to suspend/reinstate any or all of the scheduled reports.
    • Support to load respective list view when clicking charts in reports and dashboards.

     

     

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