To learn more, click here.
Note : The Bcc field is available only for technicians.
Click here to learn more.
Reports >> Advanced Analytics >> Download down arrow >> Try Quick Setup
(or)
Admin >> Advanced Analytics >> Setup Advanced Analytics >> Try Now
New query reports based on user login are added as default Login Reports.
Monitor and gauge how effectively you have configured various built-in application security features using the security meter. To access the security meter, go to Admin/Global Settings > General Settings > Security Settings. The security meter provides the following:
The Admin page is revamped with an all new configurations grouping as well as an improved UI layout for ease of access.
If the notifications are sent to a contact/support rep, the updated details are displayed in the user's personalized language and time format.
If the notifications are sent to group, the updated details are displayed only in English language
When the description or resolution of a request is updated, the users will notified that the fields are updated. However, the updated details will not be included in the email notification
Category : Others_Category_Default_Value
Parameters : Name, Image, and Description
Note : Images must be placed under /custom/serviceicons
Existing custom views will not be migrated in the following cases, and an email notification will be sent to users configured in the Send e-mail when an Application Error Occurs notification rule:
The maximum number of criteria allowed in Custom Views and Advanced Search is now 10.
Custom views will now be shown in the merge and link request pop-up list views accessed from the request details page.
Criteria in Custom Views and Advanced Search now support additional fields and sub-fields.
Support for nesting criteria in Custom Views and Advanced Search.
Added an option to preview custom views.
The custom view filter applied to the request list view will also be applied to the merge and link request pop-up list views accessed from the request details page.
When the criteria "is not" and "not contains" are chosen for a request field in Custom Views or Advanced Search, requests that do not contain those fields will also get listed. To prevent this, adding "is not empty" criteria is recommended.
The Description and Resolution fields are no longer supported in Custom Views. However, these fields continue to be supported in search.
Custom views created by admins will now be private by default.
Support reps can now view public custom view filters.
Using the same name for different custom view filters is no longer supported.
Filters in Advanced Search will no longer be retained. Previously configured filters will now be saved as custom views individually.
Inactive users will no longer be listed in the criteria fields of Advanced Search or Custom Views. However, you can use sub-criteria fields to search for specific inactive users.
The criteria fields in Advanced Search and Custom Views will no longer support time values but only show dates.
The Show groups in Request List filters option has been removed from Admin > General Settings > Advanced Portal Settings. The default group-based filters will no longer be available in request custom view filters.
Click here to know more for more behaviour changes
SDAdmins can now customize the self-service portal's home page using advanced options such as panels, buttons, snippets, widgets, etc using predefined or custom templates.
Note
For fresh installations with build 14000 or newer, the advanced customization replaces the basic customization.
For installations migrated to 14000, the existing basic customization will be accessible only if a customized home page is already configured. If the advanced customization options are used to create a new home page, the existing basic customization will be removed.
Introducing Advanced Filter in Requests to perform custom search based on predefined conditions and save them for later use.
Click here to learn more.
Click here to learn more.
You can now configure upto 4 columns in Request templates.
Also, you can configure flexible column and add upto 12 fields in a single row with various customizable options.
Administrators can organize the tabs in the navigation menu and allow supportreps to personalize the tab order. You can access Organize Tabs from Admin > General Settings > UI Customization > Organize Tabs.
Request Approval pop-up is revamped for ease of operation.
A new inline edit option to translate a phrase or text in the user interface according to your organization needs. Currently, this feature supports text modification in the application header, Home, Requests sub-tabs, Tasks and Time Entries.
Alias URLs can now be configured for portals to allow users to access portals directly. OrgAdmins and portal owners can configure the alias URL from Global Settings. On accessing the URL, users will be redirected to the Home tab of the instance.
Create Group Roles (support-group based roles) and associate them to support groups & support reps to use them in support group notifications, SLA escalation notifications, request life cycles, custom triggers, backup support rep assignments, dashboards(share dashboards), and approvals.
Create, view, and manage maintenance related requests in your organization from under a new module Maintenance.
Option to display request catalog as widgets in the contact self-service portal.
Admin >> Advanced Portal Settings >> Self Service Portal Customization.
Administrators can now allow supports reps to personalize the color settings applied in the list/classic view of requests.
Beginning with build 14000, SupportCenter Plus no longer supports TLSv1 and TLSv1.1 protocols. The required minimum supported protocol will be TLSv1.2.
You can now configure the following custom actions in request custom triggers and request timer actions.
SupportCenter Plus integrates with Zoho Charts, a charting library with rich features and improved UI. The integrations allows users to create new chart types while generating reports. The UI of the generated chart is fine-tuned to display detailed information on hovering over the chart.
Create callback custom functions using Deluge scripting that allows you to manipulate data in SupportCenter Plus whenever an event occurs in external applications.
File attachments in the application server is now password protected. A random password is generated and stored under Admin >> Security Settings. Portal Owner/SDAdmin can view or change the password if required.
Approvers can now inquire for clarification before recording their approval decisions for requests. Users can preview and follow up the clarifications from the My Approvals widget in Home page.
The various exchanges between the approver and the contact will be grouped and displayed in a read-only format under the Approvals tab in the request details page.
Support reps can provide clarification for their requests from the My Summary widget on the Home page.
Contacts can use the My Request Summary widget to provide clarification.
Custom triggers can now be applied when requests are moved to trash.
To learn more, Click here.
Desktop notification notifies users about the events in the application even if they are working on different applications.
To enable desktop notification, application must run in the HTTPS mode. Click the LOCK icon on your browser's URL and select Site settings > Notification > Allow.
While generating custom reports,
To learn more, click here
To learn more, Click here.
Configure Zia under Admin >> Zia Configurations
Set up the SupportCenter Plus integration with Microsoft Teams to leverage the collaboration app from Microsoft as an additional channel for IT and enterprise support. Through this integration, you can view tickets, pending approval, and chat with support reps-all from within your Microsoft Teams accounts.
Configure Zia under Admin >> Zia Configurations
Users can perform help desk actions from Outlook mailbox via actionable mails sent from SupportCenter Plus.
Zia, Zoho's AI assistant for business, is available as a virtual conversational support agent, Zia Bot. You can now ask Zia to perform 20 different portal operations including raising requests, assigning support reps to requests, viewing solutions/announcements.
The Organization Admin can configure a default landing page for all users in the organization from Global Settings >> Portal Customization in any of the following ways :
Set the portal as the default landing page for users.
Allow users to set an instance as their own default landing page, or
Select an instance as the default landing page for all users. Users can override this setting by selecting their own preferred landing page.
Support reps can now view requests in Classic View or choose to view both requests and tasks in Combined View, depending on their convenience. Click here to learn more about the classic view and click here to learn more about the combined view.
The description fields in Tasks, Time entry and Task templates now support Rich Text mode. Users can format text, add images and hyperlinks.
The right panel in request details page can be hidden if needed.
Support reps can customise their own layout of request details page.
Under Admin >> Helpdesk Customizer, sub-lists of a list will open as a sub-section on the same page. Also, forms will open in pop-up boxes, retaining the existing screen in the background.
Support reps can now leave an ongoing group chat/collaborators chat.
Use the manage option to remove existing collaborators, add support reps apart from collaborators, or edit the title of a collaborator chat.
You can now configure custom operational hours specific to each day of the week along with a break session. You can also configure exclusion rules to define standard non-working days on a monthly basis.
Support reps can initiate a chat with the contact from the request details page.
Failover Service and Failover Service Replication can now be configured from the application UI under General Settings. Administrators can toggle FOS mode ON or OFF anytime and track the changes performed on the configurations from the History tab.
FOS in SupportCenter Plus now follows a peer-peer architecture. In the event of primary server unavailability, the secondary server takes over and functions as the primary server.
Postgres support is provided for the database server.
In event of application restore, FOS will be disabled by default. The administrator is required to enable FOS and restart the application again.
Disaster recovery (DR) ensures availability of SupportCenter Plus when a region or site is down during disaster. DR works by implementing a hot-standby system. When a primary server is down, the secondary server takes over the primary server functions and serves the application. To setup DR,
In multi portal setup, OrgAdmins can configure DR from Global settings > General Settings > HA Configuration.
In single portal setup, SDAdmins can configure DR from Admin > General Settings > HA Configuration.
Introducing timer actions to trigger time-delayed custom actions on requests. You can configure timer actions under Admin > Automation > Request Timer Actions.
You can use During Rules and After Rules to execute custom actions at specific delayed time.
Introducing Night Mode in SupportCenter Plus that allows users to darken their application's screen. Night Mode is user and instance specific.
Introducing Puvi font (version 4.0) in SupportCenter Plus under layout personalization, theme settings, text editor, and form customization.
UI revamped for better user experience in the following entities: login details banner, confirmation dialog, scroll bars, checkbox, radio buttons, and Add/Edit form buttons.
Note : The scroll bar UI revamp will not reflect in Mac devices.
In the request list view, the number of records displayed per page has been changed; the minimum count will be 10 and the maximum count will be 100.
In the request list view, the maximum number of columns that can be selected using the column chooser will now be 40.
In the request list view, bulk edit support will now be limited to 100 requests.
The maximum number of columns that can be selected for the request left panel on the request details page will now be 25.
In the GET_ ALL API endpoint, the number of fields supported inside group_by is increased to 10.
SupportCenter Plus is now available as an add-on in Microsoft Outlook. Using this add-on, you can raise requests and track their progress in SupportCenter Plus from within the Outlook mailbox. Support reps can perform actions such as edit and pickup/assign requests.
SDAdmins can include support reps or requests while configuring support rep Auto Assign functionality.
Group field added as a column while enabling exceptions under support rep auto-assign.
UI revamped for ease of operation.
Changed API v3 keys : Object name request_note changed to note, attributes created_by and created_time changed to added_by and added_time, introduced new attributes last_updated_by and last_updated_time.
For continued service, we recommend users to reconfigure mail servers with OAuth authentication.
Note: For SupportCenter Plus instances with expired license, Office365 mailbox configured with basic authentication enabled will be removed during migration.
Vulnerability :
Admin :
Click here to learn more.
Reports >> Advanced Analytics >> Download down arrow >> Try Quick Setup
(or)
Admin >> Advanced Analytics >> Setup Advanced Analytics >> Try Now
New query reports based on user login are added as default Login Reports.
Monitor and gauge how effectively you have configured various built-in application security features using the security meter. To access the security meter, go to Admin/Global Settings > General Settings > Security Settings. The security meter provides the following:
The Admin page is revamped with an all new configurations grouping as well as an improved UI layout for ease of access.
If the notifications are sent to a contact/support rep, the updated details are displayed in the user's personalized language and time format.
If the notifications are sent to group, the updated details are displayed only in English language
When the description or resolution of a request is updated, the users will notified that the fields are updated. However, the updated details will not be included in the email notification
Category : Others_Category_Default_Value
Parameters : Name, Image, and Description
Note : Images must be placed under /custom/serviceicons
Existing custom views will not be migrated in the following cases, and an email notification will be sent to users configured in the Send e-mail when an Application Error Occurs notification rule:
The maximum number of criteria allowed in Custom Views and Advanced Search is now 10.
Custom views will now be shown in the merge and link request pop-up list views accessed from the request details page.
Criteria in Custom Views and Advanced Search now support additional fields and sub-fields.
Support for nesting criteria in Custom Views and Advanced Search.
Added an option to preview custom views.
The custom view filter applied to the request list view will also be applied to the merge and link request pop-up list views accessed from the request details page.
When the criteria "is not" and "not contains" are chosen for a request field in Custom Views or Advanced Search, requests that do not contain those fields will also get listed. To prevent this, adding "is not empty" criteria is recommended.
The Description and Resolution fields are no longer supported in Custom Views. However, these fields continue to be supported in search.
Custom views created by admins will now be private by default.
Support reps can now view public custom view filters.
Using the same name for different custom view filters is no longer supported.
Filters in Advanced Search will no longer be retained. Previously configured filters will now be saved as custom views individually.
Inactive users will no longer be listed in the criteria fields of Advanced Search or Custom Views. However, you can use sub-criteria fields to search for specific inactive users.
The criteria fields in Advanced Search and Custom Views will no longer support time values but only show dates.
The Show groups in Request List filters option has been removed from Admin > General Settings > Advanced Portal Settings. The default group-based filters will no longer be available in request custom view filters.
Click here to know more for more behaviour changes
SDAdmins can now customize the self-service portal's home page using advanced options such as panels, buttons, snippets, widgets, etc using predefined or custom templates.
Note
For fresh installations with build 14000 or newer, the advanced customization replaces the basic customization.
For installations migrated to 14000, the existing basic customization will be accessible only if a customized home page is already configured. If the advanced customization options are used to create a new home page, the existing basic customization will be removed.
Introducing Advanced Filter in Requests to perform custom search based on predefined conditions and save them for later use.
Click here to learn more.
Click here to learn more.
You can now configure upto 4 columns in Request templates.
Also, you can configure flexible column and add upto 12 fields in a single row with various customizable options.
Administrators can organize the tabs in the navigation menu and allow supportreps to personalize the tab order. You can access Organize Tabs from Admin > General Settings > UI Customization > Organize Tabs.
Request Approval pop-up is revamped for ease of operation.
A new inline edit option to translate a phrase or text in the user interface according to your organization needs. Currently, this feature supports text modification in the application header, Home, Requests sub-tabs, Tasks and Time Entries.
Alias URLs can now be configured for portals to allow users to access portals directly. OrgAdmins and portal owners can configure the alias URL from Global Settings. On accessing the URL, users will be redirected to the Home tab of the instance.
Create Group Roles (support-group based roles) and associate them to support groups & support reps to use them in support group notifications, SLA escalation notifications, request life cycles, custom triggers, backup support rep assignments, dashboards(share dashboards), and approvals.
Create, view, and manage maintenance related requests in your organization from under a new module Maintenance.
Option to display request catalog as widgets in the contact self-service portal.
Admin >> Advanced Portal Settings >> Self Service Portal Customization.
Administrators can now allow supports reps to personalize the color settings applied in the list/classic view of requests.
Beginning with build 14000, SupportCenter Plus no longer supports TLSv1 and TLSv1.1 protocols. The required minimum supported protocol will be TLSv1.2.
You can now configure the following custom actions in request custom triggers and request timer actions.
SupportCenter Plus integrates with Zoho Charts, a charting library with rich features and improved UI. The integrations allows users to create new chart types while generating reports. The UI of the generated chart is fine-tuned to display detailed information on hovering over the chart.
Create callback custom functions using Deluge scripting that allows you to manipulate data in SupportCenter Plus whenever an event occurs in external applications.
File attachments in the application server is now password protected. A random password is generated and stored under Admin >> Security Settings. Portal Owner/SDAdmin can view or change the password if required.
Approvers can now inquire for clarification before recording their approval decisions for requests. Users can preview and follow up the clarifications from the My Approvals widget in Home page.
The various exchanges between the approver and the contact will be grouped and displayed in a read-only format under the Approvals tab in the request details page.
Support reps can provide clarification for their requests from the My Summary widget on the Home page.
Contacts can use the My Request Summary widget to provide clarification.
Custom triggers can now be applied when requests are moved to trash.
To learn more, Click here.
Desktop notification notifies users about the events in the application even if they are working on different applications.
To enable desktop notification, application must run in the HTTPS mode. Click the LOCK icon on your browser's URL and select Site settings > Notification > Allow.
While generating custom reports,
To learn more, click here
To learn more, Click here.
Configure Zia under Admin >> Zia Configurations
Set up the SupportCenter Plus integration with Microsoft Teams to leverage the collaboration app from Microsoft as an additional channel for IT and enterprise support. Through this integration, you can view tickets, pending approval, and chat with support reps-all from within your Microsoft Teams accounts.
Configure Zia under Admin >> Zia Configurations
Users can perform help desk actions from Outlook mailbox via actionable mails sent from SupportCenter Plus.
Zia, Zoho's AI assistant for business, is available as a virtual conversational support agent, Zia Bot. You can now ask Zia to perform 20 different portal operations including raising requests, assigning support reps to requests, viewing solutions/announcements.
The Organization Admin can configure a default landing page for all users in the organization from Global Settings >> Portal Customization in any of the following ways :
Set the portal as the default landing page for users.
Allow users to set an instance as their own default landing page, or
Select an instance as the default landing page for all users. Users can override this setting by selecting their own preferred landing page.
Support reps can now view requests in Classic View or choose to view both requests and tasks in Combined View, depending on their convenience. Click here to learn more about the classic view and click here to learn more about the combined view.
The description fields in Tasks, Time entry and Task templates now support Rich Text mode. Users can format text, add images and hyperlinks.
The right panel in request details page can be hidden if needed.
Support reps can customise their own layout of request details page.
Under Admin >> Helpdesk Customizer, sub-lists of a list will open as a sub-section on the same page. Also, forms will open in pop-up boxes, retaining the existing screen in the background.
Support reps can now leave an ongoing group chat/collaborators chat.
Use the manage option to remove existing collaborators, add support reps apart from collaborators, or edit the title of a collaborator chat.
You can now configure custom operational hours specific to each day of the week along with a break session. You can also configure exclusion rules to define standard non-working days on a monthly basis.
Support reps can initiate a chat with the contact from the request details page.
Failover Service and Failover Service Replication can now be configured from the application UI under General Settings. Administrators can toggle FOS mode ON or OFF anytime and track the changes performed on the configurations from the History tab.
FOS in SupportCenter Plus now follows a peer-peer architecture. In the event of primary server unavailability, the secondary server takes over and functions as the primary server.
Postgres support is provided for the database server.
In event of application restore, FOS will be disabled by default. The administrator is required to enable FOS and restart the application again.
Disaster recovery (DR) ensures availability of SupportCenter Plus when a region or site is down during disaster. DR works by implementing a hot-standby system. When a primary server is down, the secondary server takes over the primary server functions and serves the application. To setup DR,
In multi portal setup, OrgAdmins can configure DR from Global settings > General Settings > HA Configuration.
In single portal setup, SDAdmins can configure DR from Admin > General Settings > HA Configuration.
Introducing timer actions to trigger time-delayed custom actions on requests. You can configure timer actions under Admin > Automation > Request Timer Actions.
You can use During Rules and After Rules to execute custom actions at specific delayed time.
Introducing Night Mode in SupportCenter Plus that allows users to darken their application's screen. Night Mode is user and instance specific.
Introducing Puvi font (version 4.0) in SupportCenter Plus under layout personalization, theme settings, text editor, and form customization.
UI revamped for better user experience in the following entities: login details banner, confirmation dialog, scroll bars, checkbox, radio buttons, and Add/Edit form buttons.
Note : The scroll bar UI revamp will not reflect in Mac devices.
In the request list view, the number of records displayed per page has been changed; the minimum count will be 10 and the maximum count will be 100.
In the request list view, the maximum number of columns that can be selected using the column chooser will now be 40.
In the request list view, bulk edit support will now be limited to 100 requests.
The maximum number of columns that can be selected for the request left panel on the request details page will now be 25.
In the GET_ ALL API endpoint, the number of fields supported inside group_by is increased to 10.
SupportCenter Plus is now available as an add-on in Microsoft Outlook. Using this add-on, you can raise requests and track their progress in SupportCenter Plus from within the Outlook mailbox. Support reps can perform actions such as edit and pickup/assign requests.
SDAdmins can include support reps or requests while configuring support rep Auto Assign functionality.
Group field added as a column while enabling exceptions under support rep auto-assign.
UI revamped for ease of operation.
Changed API v3 keys : Object name request_note changed to note, attributes created_by and created_time changed to added_by and added_time, introduced new attributes last_updated_by and last_updated_time.
For continued service, we recommend users to reconfigure mail servers with OAuth authentication.
Note: For SupportCenter Plus instances with expired license, Office365 mailbox configured with basic authentication enabled will be removed during migration.
Vulnerability
Vulnerability
Vulnerability