The all new
SupportCenter Plus 11.0 ^New

Framework

• JBoss dependency completely removed and upgraded to PostgreSQL 10.5
• SupportCenter Plus will be connected to PostgreSQL with a specific database user credential instead of a superuser credential for better security
• Tomcat upgraded to version 8.5.32
• Security framework upgraded

Live chat

Chat with contacts and support reps instantly

Bottom right corner

Themes

• Customize tabs present in the application
• Customize the background color of tabs

Home > Admin > General > Theme

Scribble pad

Take emergency notes easily while working on tickets

Yellow icon (below "Accounts" tab)

General

• Easily import SSL certificates from the user interface itself
• Translations can now be made from user interface

Mail server settings

• Support for Exchange Web Services (EWS) is now available (basic authentication model)
• Create and configure a dedicated mail box for every portal (previously termed business unit or BU). Email aliases won't work from here on out

Home > Admin > Mail Server Settings

Automation

• Enhancement in custom triggers and custom schedules
• Use the Tech Auto Assign feature to assign support reps to tickets based on the online status of support reps or use load balancing or round robin assigning

Home > Admin > Helpdesk Customizer

• New look and feel
• New layout styles
• Configure background colors
• Filter reports based on support groups
• Create widgets from external pages or from internal custom reports
• Reorder or hide dashboards easily
• Change dashboard visibility to public or private, or choose to give visibility to certain support reps or specific organization roles

Home > Dashboard

• Enhanced look and feel
• Rearrange widgets for better visibility using the customize button on the right
• My Reminders and My Approvals widgets are added
• Check approval requests and reminders on newly added My Approvals and My Reminders
• Enhancements in adding tasks
• Ability to customize support reps' and contacts' home pages

Home > My View

• See the support reps on leave and their backups using the Backup Support Rep Chart
• Calendar gets a new look and feel
• Filter calendar details based on support groups

Home > Scheduler

• Send messages to all support reps, support groups, and logged-in reps regarding emergency updates

Home > Actions > Communication > Broadcast message

• Redesigned quick actions with new capabilities

Home > Actions button

• Differentiate requests by looking at the colors of requests, which are based on status
• Manage requests better with enhanced filters and Custom View creation
• View tasks from the left pane
• Assign tickets to support reps and support groups from the request list view page
• Print job sheets for closed requests right from the request list view
• Mark filters as favorites and drag-and-drop to rearrange them as needed
• Filter requests from unregistered users with the Unknown Requests filter
• View up to 250 requests at a go from the request list page

Home > Requests

• Revamped look and feel
• Move requests between portals from the Actions menu
• Three-card layout for better visibility
• Reorder the tabs present in the details page for better visibility using Request Layout Customization
• Share requests
• Sort conversations
• Click Timer to track the time spent on a request
• Add tasks from templates, and associate them with the requests
• Add dependency tickets for tracking and responding
• Change the account of wrongly associated requests
• Enhanced ability to close the requests, Resolution tab, and Time Entries tab
• Field and form rules get more operational abilities
• Enhanced request closure rules
• Editor placeholder is upgraded with more options
• Solution suggestions are automatically available for easier reference
• Ability to mandate status change comments for requests
• Automatically move requests from on-hold when a customer responds
• Time entries get a new look and feel

Home > Requests > [request] > Request details

• Tasks get a new look and feel
• Task closing rules have been introduced
• Along with individual reps, Support Groups can now be assigned tasks

Home > My Tasks > +New

• Smiley support
• Modify table properties
• Edit HTML code
• Ability to tag a ticket with keywords for easier search

Configure clear sequences of statuses for incoming requests to guide support reps through the request resolution process

Home > Admin > System Customizer > Request Life Cycle

• New notification rules introduced
• Sending self-service login details is part of the Global settings now

Home > Admin > Main Settings > Notification Rules

Survey enhancements

• Configure different survey templates for different types of requests
• Send ad hoc surveys
• Send periodic surveys at predefined intervals
• Configure different answers for different questions

Home > Admin > User Survey

Roles

New roles introduced

Home > Admin > Users > Roles

Enhancements

Home > Admin > Helpdesk Customizer

Group and organize service templates

Home > Admin > Helpdesk Customizer

• Backups are password protected. You need a password to access backup files
• Delete old backup files automatically

• Contact-level permission is removed from incident templates
• Contact-level permissions can be configured in every template
• The Menu Invocation has been renamed to the Request Custom Menu now

Pin the geographical location of the on-field support staff in the map view

Maps tab (go to the Global Settings to enable it)

• API
• Zoho Assist
• Zoho CRM
• Salesforce CRM
• Advance analytics
• Google Analytics
• Jira integration
• Zoho Creator
• Zoom integration

Integration enhancements

Home > Admin > Integrations

Set the solution expiration and periodic review date based on their nature and relevance

Home > Solutions > +New

• Solution list view gets new look and feel
• New default filters to view solutions
• New solution notification rules are introduced under notification rules
• New solution-related roles are introduced
• Improved solution suggestions
• Track the requests that are resolved using the relevant solutions
• Show only approved solutions to technicians.
• Unapproved solutions will be hidden from technicians who do not have solution approval privilege

Home > Solutions

• Accounts creation and list view get a new look and feel
• Older options are moved under relevant sections for better visibility
• Add portal-based attachments to an account, and make them visible for relevant portal support reps only
• Provide advisory notes via Account Advisory to notify support reps of pertinent account information while handling tickets
• Mark an account as inactive from the account list view
• Contacts creation and list view get a new look and feel
• New views are introduced for better admin operations in the Contacts module
• Ability to log in via OTP (requires purchased credits from Site 24/7, Clickatell, etc.)

Home > Accounts

Revamped

Home > Contracts

With this rule, match the incident or service request parameters based on which the incident or service request is charged

Home > Admin > Billing > Bill Rule

Add an allowance to existing bill cycle of contracts

Home > Admin > Billing > Top-up Plan

Function enhancements

Home > Admin > Billing > Support Plan

Function enhancements

Home > Admin > Billing > Job Sheet Customizer

• Products creation and list view have been revamped
• You can now add attachments while adding products

Home > Products