Past incidents

New Features:

1. Internal Help Desk

Internal tickets will allow employees to raise issues pertaining to IT, facilities, payroll, etc. It will eliminate the needs for a separate service desk and reduce silos. Tickets can be routed to the right departments and dedicated SLAs can be configured based on urgency of issues. Employees need to be added into the system before they can raise issues.

2. Employees module

The Employees module will allow you to capture all of your employees’ information in Vtiger. It is primarily used by the Internal Help Desk module to allow employees to raise issues internal tickets. While every user of Vtiger will be an employee, the opposite need not be true.

Enhancements:

1. Support Insights is enhanced
1. Agent performance metrics shows managers how their agents are performing on key metrics, with the ability to drill down by priority
1. Case load handled
2. Number of SLA Violations and Escalations
3. Customer happiness rating
4. Number of reopens
5. Resolution time
2. SLA performance chart has been enhanced to include Happiness Rating to give support managers a complete view. A high SLA fulfillment rate accompanied by low happiness rating may shed light on poor quality of resolutions.
2. Line items in any inventory modules - Quotes, Invoice, SO and PO can be logically grouped by a Section.
3. Now, view Touchpoints in a record’s Quick Preview or reorder the tabs in Preview from Relationships settings.
4. Restrict non-admin users to assign records to All/Groups that aren’t concerned to them.
5. The Multipath workflow > Actions step is updated with 2 Multi-select options - Contain and does not contain for selection.
6. Amount in Words field referred in Print Templates is shown in User Preferred language.
7. Send Reminders is reduced from 15 to 0 minutes, so that you never miss any reminders notification.
8. Tasks notification are sent before Task Start Time (instead of the Calendar Day Start Time).

Usability:

1. Current stage of an Opportunity progression bar is highlighted by a stage marker in addition to color coding the active stage.
2. A user is prompted to save a text when he/she navigates away from the current page.

Posted On: Monday, 25 December 2017 07:15 GMT