May 23, 2022 Role visibility alongside the name to give 100% transparency and easier auditing for Action tickets.
March 25, 2022 Inform other users within your organization during workflow management by tagging them in the notes section.
March 14, 2022 See a holistic view of the previous tickets created by the same user.
March 14, 2022 Document and reference reason for reopening a ticket.
February 24, 2022 Ability to automate ticket status updates based on additional factors to provide more flexibility in assignment for Survey and Review Action automations.
February 3, 2022 13 keyboard shortcuts in the Actions module added to improve efficiency of use and accessibility.
November 8, 2021 "Resolution Rate within SLA" allows to quickly see how a locations are performing against SLAs.
October 19, 2021 Use metadata as criteria in Automations to set up a wide variety of Actions workflows.
August 18, 2021 Map Actions export data with Surveys data for custom analysis outside the platform.
August 3, 2021 DateTime variables in ticket responses convert to the location's timezone.
March 16, 2021 Receive notifications for tickets from channels you own.
March 8, 2021 Receive notifications for tickets you own.
February 17, 2021 Manage PII visibility settings for Actions separately from the platform.
February 2, 2021 Improved Actions onboarding with vertical specific out-of-the-box setup.
January 19, 2021 Email format changes when size exceeds 10 MB for more reliable delivery.
December 8, 2020 View custom ticket details even after tickets are closed.
November 17, 2020 Configure email, mobile, and in platform notifications when ticket statuses change.
September 21, 2020 New Actions closing reasons chart available in Reports.
September 21, 2020 Automatically view existing tickets that contain a specific phone number.
September 10, 2020 Require tickets to have at least one tag prior to closure.
August 25, 2020 Save time actioning tickets with the new quick action buttons.
July 28, 2020 Manually create tickets in Actions with less confusion.
July 28, 2020 Quickly identify workflow bottlenecks with simplified progress summary charts.
April 7, 2020 Include five new Actions charts in your custom dashboards.
March 25, 2020 Take action on customer quotes by creating a ticket for follow-up.
March 11, 2020 Actions solution is now compatible with Screen Readers.
February 8, 2020 Manage your tickets on-the-go with immediate mobile push notifications.
February 8, 2020 Add new ticket details to your dashboard for increased visibility and reporting.
December 28, 2019 Enjoy a modern take on case management.
December 8, 2019 Limit which user roles can modify the Reasons for Closure or Root Causes when closing tickets.
October 14, 2019 Easily turn automation rules on/off.
October 14, 2019 Included attachments when forwarding tickets to other users.
October 14, 2019 Check for an existing ticket prior to adding a new one.
October 4, 2019 Celebrate the official launch of the Actions solution!
September 16, 2019 See a log of all notifications you have received.
August 13, 2019 Delete tickets that require no action.
August 13, 2019 Manage user-level notifications in bulk by applying role-based notifications.
August 7, 2019 Require custom fields, such as Patient ID or Vehicle ID, on tickets that have a custom ticket type.
July 1, 2019 Configure your own notifications for new tickets and ticket updates.
July 1, 2019 Provide a root cause for ticket closure.
May 17, 2019 Use the Reputation Manager app to manage Actions (Public Beta).
May 17, 2019 Auto-populate ticket fields using answers from a survey.
May 17, 2019 Compare your locations' ticket progress by region, brand, or custom filter.
May 3, 2019 Filter tickets generated by specific survey templates.
May 3, 2019 Standardize explanations for ticket closures.
April 4, 2019 View a summary of actioned tickets in a report format.
March 21, 2019 Tickets have been renamed to Actions.
March 21, 2019 Define expressions for calculated custom fields.
February 7, 2019 When manually creating a ticket for customer feedback, capture their appellation and quickly input address details.
February 7, 2019 Include the auto-applied data science review categories in your export.
February 7, 2019 Limit which user roles can view/add/edit/delete attachments on tickets.
January 24, 2019 Forwarded tickets now include Notes.
January 24, 2019 View the count of notes per ticket from the Ticket Dashboard.
December 20, 2018 Showcase your team's closure/response performance, and understand how your backlog has changed during the selected date range.
November 1, 2018 Create tickets based on responses to specific questions/answers within a Survey 3.0 template.
November 1, 2018 Apply a ticket type upon creation based on dynamic criteria, such as a response to a survey question.
October 18, 2018 Avoid overwriting other users' ticket changes.
October 18, 2018 Forwarded tickets now contain Ticket Type and Ticket Change Log.
October 4, 2018 Add file attachments to tickets, or download attachments.
October 4, 2018 Require your staff to provide an explanation when closing a ticket.
September 20, 2018 Hide ticket details that are not needed for your workflow.
September 20, 2018 Filter the ticket dashboard by ticket type.
September 5, 2018 Hide ticket details that are not needed for your workflow.
August 24, 2018 The Reputation Manager app dashboard loads 6-10 times faster (for users with 1,000 locations).
August 24, 2018 The Ticket Dashboard export csv includes more data that is relevant to your reporting needs.
August 24, 2018 Allow ticket takers to choose more than one option within custom fields.
August 24, 2018 Configure ticket stages as "On Hold" to stop the clock for that particular stage so that it doesn't factor into total resolution time.
August 9, 2018 Track additional context details directly within a ticket instead of referring to external sources.
August 9, 2018 Monitor how your team is using the Tickets module.
July 26, 2018 Team members can receive automated notifications when tickets are soon to be due or past due.
July 26, 2018 Automatically assign tickets to a different queue, apply tags, or set to a new stage within a ticket rule.
July 26, 2018 You can now see whether tickets in a queue or at a location are primarily positive (compliments) or negative (complaints).
July 26, 2018 You can now access ticket reports from a central location.
June 28, 2018 Export Tickets data for further analysis using any Business Intelligence tool.
June 28, 2018 Control which Tickets events you're notified about.
June 16, 2018 Understand which areas of the business are actively contributing negative customer experiences.
June 1, 2018 Provide an explanation for closing a ticket.
June 1, 2018 Share ticket details with others via email.
May 17, 2018 Quickly view the activity history for at ticket.
May 3, 2018 Customize ticket creation rules.
May 3, 2018 Add a Service-Level-Agreement (SLA) completion target to tickets.
April 19, 2018 Find tickets by when it's expected due
April 19, 2018 Identify ticket leaders by queue, source, or location.
April 5, 2018 Easily find tickets by keyword.
April 5, 2018 Understand the state of your ticket backlog at-a-glance and in detail.
March 22, 2018 Create, find, and close tickets more easily.
March 8, 2018 Add notes to a ticket without leaving your inbox.
March 8, 2018 Flag/unflag or publish/unpublish a review without leaving the ticket detail view.
February 22, 2018 Customize the stages of tickets to find what you're looking for more easily.
February 22, 2018 Improve workflow by automatically closing tickets after responding.
February 22, 2018 Manage ticket details more efficiently.
