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Release Notes December 2024
ServiceHub Release 6
- Features:
- Chat mentions
- Ability to tag other users that are assigned in the ticket via General Chat
- Display message preview in unread message email notification
- 500 character limit
- Column sorting
- Ability to sort tickets in table view by each column in ascending or descending order (e.g., numeric, alphabetical, date)
- Chat mentions
- Enhancements:
- Display Carrier & Tracking Number to Partner and End User – displayed in Part Event drawer
- Remove filters
- Ability to see each applied filter at the top of a page and ability to remove them individually via “X” icon
- Search on Serial Number on all queues
- New Filters on all queues – Work Type, Project, Skills
- Display Partner/End Customer on card view in queues
Release Notes November 2024
ServiceHub Release 5
- Features:
- New Operations Roles – the addition of the two roles below will allow us to combine a set of tenant user roles to create an ops user with ability to work tickets end to end, without having access to admin settings.
- Execution – allows a user to solely focus and edit events that are in execution stage.
- Reviewer – allows a user to solely focus and edit events and client requests that are in review stage.
- Add Date Range Filters
- Ability to filter on Created and Closed dates of all ticket types – client requests and events.
- New Operations Roles – the addition of the two roles below will allow us to combine a set of tenant user roles to create an ops user with ability to work tickets end to end, without having access to admin settings.
- Enhancements:
- Add Closed as an option for Status Filter – Previously Closed status was not an option on the statuses available to filter on.
- Enhanced Table List Views – Switched from a stacked table design to a tabbed window design for each status when looking at tickets in list view. This will allow a user to look at a broader list of results for a particular status, taking up the full page.
ServiceHub Release 4
- Features:
- Add Client Contacts: Ability to add multiple client contacts to a Client Request. Each contact can be marked to receive email notifications associated with this request or not. One contact is marked as the Primary.
- Enhancements:
- Additional email notifications sent to clients for key ticket updates: Part ETA, Arrival, Shipment Status updates, Tech ETA, Arrival, Departure, additional contacts added, and all Client Request status changes
- Toggle to Hide/Show Closed Tickets: Ability to toggle each queue (e.g., All Events) to show Closed tickets
- Filter Enhancements:
- Filter on Device Type
- Filter on multiple fields at the same time
Release Notes October 2024
ServiceHub Release 3
- Features:
- SLA Report: Ability to view an SLA report broken down by ticket type and success vs breach. Available for the Tenant, Partner, and End Customer
Enhancements:
- Drag and drop file attachments to “Client Request” submission and attachments tab, and all chat windows
- Indicate that a “Client Request” or “Event” is already assigned to a resource
- External ID values can be searched via the different queues search bars
- Display field label upon hovering over a value in the card wall view
- Filter on Device Type – added filter option or device type tied to Serial Number/Part Number on ticket
ContractHub Release 18
- Enhancements:
- Automated comment entered in Legacy tickets for customers when a tracking number is submitted
- Additional statement included to notify customers that we do not require defective parts to be returned
- Automated comment entered in Legacy tickets for customers when a tracking number is submitted
