- Products
Products and Features
Explore More Features
- Partners
- Industries
Explore What's New With CoverIT™
Release Notes February 2025
ServiceHub Release 8
- Features:
- Operations Utilization Report
- Detailed report around operations users utilization. Includes number of tickets interacted with – at both Client Request and Event level – as well as amount of time spent on tickets. Utilization percentages are calculated based on the assumption of a 40hr work week. Utilization is also only calculated when a user assigns themselves to a ticket.
- Ops Utilization report will only be applicable to SaaS customers and their internal users (e.g., Tenant)
- Maintenance Report
- Detailed report around all maintenance related tickets. Provides summary level data for management as well as detailed data around all Client Requests and Events by ticket number that can be exported for additional analysis.
- Operations Utilization Report
- Enhancements:
- Ticket Exports to add additional date time fields
- Excel exports will show duplicate columns for date/time fields – one column with local time (based on service location) and another column with UTC time
- Ticket Exports to add additional date time fields
Release Notes January 2025
ServiceHub Release 7
- Features:
- Storing Filters in as URL parameter
- Ability to hit back button and return to previous results page with existing filters applied.
- Ability to bookmark specific filtered ticket queue for future use.
- Default Contacts per Customer
- Ability to define under Customer profile which users should be automatically added as additional Contacts to all tickets.
- Tenant Viewer Role – New role for users who should be able to view all tickets, but no functionality to create or update.
- Storing Filters in as URL parameter
- Enhancements:
- Show End Customers in Customer list under settings – Previously Partners had to click into a Partner to view End Customers.
- Actions Design Cleanup – remove inconsistency between action button placement and design
- Update T&M Approval Required default to yes.
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
