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Note: This is only a tentative schedule. The implementation of feature(s)
may vary based on internal priorities and time.
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| ( Last Updated : 12 Feb 2010 ) |
Q1 2010
Search Enhancements
- Enhanced natural language search capabilities using Lucene engine (Completed)
- Ability to search one or more modules at one go (Completed)
- "Save Search" option (Deferred)
- Tagging requests with keywords to quickly locate related request using the search (Completed)
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Archiving
- Archiving separates the Active records from the older requests (Re-scheduled)
- Ability to define criteria for system to mark requests as Archive (Re-scheduled)
- Ability to view & search Archived requests (Re-scheduled)
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Accounts & Contact Enhancements
- Auto-group contacts to Accounts based on domain name (Completed)
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Q2 2010
Quality Release
- Release aimed at fixing important issues that customers have reported. (Completed)
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Request Enhancements
- Allow display position of additional fields to be controlled in the "Add New Request" form (Completed)
- Ability to define Additional fields specific to request template (Completed)
- Last Action Performed
- Ability to store the last action performed on the request as a separate field (Deferred)
- Auto CC members
- When a contact creates a request using the portal, ability to CC a list of contacts for keeping them informed. (Completed)
- Configuring notification options for the CC list members (Completed)
- Contract selection when creating requests
- Ability to select Contract name when creating requests (Deferred)
- Option to inform/alert the number of hours/incidents left on the contract when creating request (Deferred)
- Ability to edit Account & Contract information on the Request (Deferred)
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OS/Browser Support
- Support for Chrome, IE 8 & Windows 2008 (Completed)
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Contracts, SLAs & Time Entry Enhancements
- Ability to customize the email template for contract notifications (Completed)
- Different rates during operational hours & non-operational hours, weekends, holidays etc (Re-scheduled)
- Ability to mark entries as billable or non-billable & report based on them (Re-scheduled)
- Changing rate/hr when entering the time entry (Re-scheduled)
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Customer Portal Enhancements
- "Forgot Password" option for contacts on the portal (Completed)
- Ability for administrator to customize the fields on the "Submit Request" form on the customer portal for non-logged-in customers. (Re-scheduled)
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Business Unit Enhancements
- Ability to view the information of multiple business units on the dashboard. (Completed)
- Global Roles for Support Reps (Deferred)
- Moving request(s) from one Business Unit to another (Re-scheduled)
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Chat Integration
- A chat interface embedded into the customer portal (Deferred)
- Ability for customers to chat with Support Reps online (Deferred)
- Ability to convert the chat conversation into a new request or attach it to an existing request as a conversation (Deferred)
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Q3 2010
Enhanced Business Rule Engine (or) Workflow Configuration
- Ability to select the trigger event (when a request is created, assigned, updated, replied, closed etc). (Re-scheduled)
- Enhanced criteria module like the reporting section (Re-scheduled)
- Ability to define actions including options to send email or SMS notifications as part of the action to the Business Rules (Re-scheduled)
- Ability to apply single (or) multiple Business Rules at the same time. (Re-scheduled)
- Round-robin Algorithm OR Assign-to-Technican-with-least-open-tickets algorithm to be followed when auto-assigning tickets (Re-scheduled)
- Enabling/disabling Business Rules (Re-scheduled)
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Activities Module
- Calendar option in SupportCenter (Re-scheduled)
- Integration with Outlook Calendar (Re-scheduled)
- Ability to look-up Support Rep availability in the Calendar before assignment (Re-scheduled)
- Tasks & Events to be enhanced (Completed)
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Request Enhancements
- Print Enhancements
- Option to configure/rearrange the request fields for Printing purpose (Re-scheduled)
- Option to have the sub-account in the "Add New Request" form (Deferred)
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Computer Telephony Integration (CTI)
- Support for Avaya
- Screen Pop - Displaying the caller information to the Support Rep when a call comes in. (Completed)
- Soft Phone Functionality - Pick calls, Click to Dial from the interface (Completed)
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Integration with Zoho Discussions
- Automatically convert a new discussion posted on Z-Discussions as a new Request in SupportCenter (Deferred)
- Convert the replies from SupportCenter threaded to the same post in Z-Discussions and vice-versa (Deferred)
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API
- Ability to add or read information to/from SupportCenter database using APIs. (Completed)
- Integration with popular third-party applications (Completed)
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