Updates on version 3.6 (20th May 2010):
Support for French language - Special
thanks to 'Julien NICOLAĻ', for helping us
with the French translation. You can change
the language option from SupportCalls
Menu > Personal Settings.
New feature -
Automatically add open
duration of the case window to the total
To enable this feature, go to
SupportCalls menu > Settings > Automation
Options, and check 'Automatically
calculate open duration of the case window
and add it over the Total Time'. Another
sub-option 'Only add open duration if
there were any changes made to the case'
is also available, which can be used to
limit the automated addition of the time
spent, if the case window was just opened
and no changes were done.
- Optionally enable
WYSIWYG editor in the Summary reports, for
customizing and formatting the generated
reported instantly! To enable this feature,
go to SupportCalls menu > Settings >
Advanced Options, and check 'Make
Summary Reports editable (in WYSIWYG editor)'.
New option 'Allow technicians to edit the
time stamp when editing Time Spent' added in
SupportCalls menu >
Settings > Advanced Options. If this
option is enabled, the existing time stamp
will be editable i.e, you can select a
date/time from the date picker.
In the previous version (3.5), if the option 'Automatically assign current
technician to new empty case' (under SupportCalls menu > Settings >
Options) is enabled, it only assigned
the current user to those cases generated
from emails only. In version 3.6, if a new
empty case is created (using the new
button), SupportCalls System will also
automatically assign the current user as the
technician of the case too.
In the previous versions, the 'Schedule'
option of the 'Due Date for newly created
cases' (under SupportCalls menu >
Settings > Automation Options) only
works for those cases generated from emails.
With version 3.6, it is extended to newly
created empty cases (created using the new
You can now add SupporCalls placeholder
variables into the FAQ and Knowledge base
articles, and when you reply to a caller
using a FAQ or a KB article, SupportCalls
will automatically substitute any
placeholder variables (such as
SCO_CALLERNAME, SCO_CASENUMBER etc) that
exist in the FAQ/KB. Note, this only works
when you reply to the caller using the
'Reply with Answer', Reply with a KB'
buttons on the Outlook case form. Refer to
the Templates Manager (SupportCalls Menu
> Settings > Template Manager) for the
list of supported placeholder variables.
|SupportCalls now displays the total number of items available (in 'Email History' and 'Other cases from this caller' tabs) within the parenthesis of the tab caption. This helps you to get an instant awareness about new items availability.|
Download and upgrade to the new version now!