Release Overview (October 2019)

Features Outlined in this Document

  • Ticket Merge and Ticket Link
  • Schedules and Business Hour SLA’s
  • Expanded Print View
  • Improved Export
  • Updated Redactor

Schedules and Business Hour SLA’s

Schedules and Business Hour SLA

Service Level Agreement (SLA) defines a Grace Period, in hours, to which a task or service must be completed before it’s marked overdue.

By default the Elapsed Time is based on Actual time – which assumes 24/7 service however, this is not ideal for businesses with specific business hours. For example, for an organization that operates Mon-Fri from 8am-5pm; if a ticket gets created at 4 pm on a weekday, its business elapsed time at 8 am on the next weekday is 1 hour while its actual elapsed time is 17 hours.

To provide a mechanism to specify Business Hours, SupportSystem uses the concept of Schedules to define Business Hours (working hours) and Holidays (holiday hours) to which an SLA can be configured to use.

Expanded Print View

Now, when an Agent prints a PDF of the Ticket, they will have the option to print Thread Events as well.

Expanded Print View

Improved Export

The exporter has been greatly improved by moving away from SQL-based exports that are prone to memory and timeout issues. What this means for SupportSystem users is the system will no longer timeout and fail no matter how much data you are trying to export. This applies to Queue Exports, Search Exports and has now been expanded to User/Organization Ticket exports. In addition, the Export popup has been added to User/Organization Ticket exports so you are able to customize what fields, etc. you see in exports. Lastly, you are given the option for the Export to be emailed to you on completion so you can continue answering tickets while the export is being generated.

User Tickets Export

User Tickets Export

Organization Tickets Export

Organization Ticket Export

Export Email Option

Export Email Option

Updated Redactor

Finally we introduce to you, what everyone has been waiting for, the new improved Redactor! WOO HOO! Very exciting, we know. The time has finally come for the editor to be sleek, modern, and much more responsive. All custom features such as Image Annotation, Draft Save, etc. have been completely revamped to fit the new Redactor codebase. Every feature should work perfectly no matter what browser you use.

Updated Redactor