Skip to content

Release Notes - May 2021

Changes to support tickets, cases and ideas for New Zealand and Australian users

Release Notes - May 2021

Contents:

  • Support Tickets are now Support Cases
  • New Method to Log Support Cases
  • Cases Have Been Separated into Support and Service Cases
  • Old Support cases will now be logged in as ‘Service’ cases.
  • Send Service cases to a new email address.
  • Viewing Case Lists
  • Send new ideas for the system to a new email address.
  • (1) Support Tickets are now Support Cases

Support Tickets have been moved to Support Cases with a new method to log Support Cases (see item 2).

 

New Support Case:

With this new change to Support Cases, you will no longer be able to create new Support Ticets. However, you will still be able to view existing Support tickets that you may have created in the past.

(2) New Method to Log Support Cases

You can now log Support Cases in 3 ways:

(a) In the Global Actions list

Click the Global Actions + sign at the top right of the screen and select New Support Case.  Enter the Subject, Description, Type and your name.  

The case will then be placed into a Support queue to be actioned by the Support Team.

 

(b) Case Tab Action

From the Cases tab, click the ‘New’ Button, then select the ‘Support’ Case Record Type.

Enter all the relevant information on the next screen and then hit ‘Save’ in the bottom-left hand corner.

(c) Email

You can also email in your support cases to ‘ cases@insure247.com.au’ . This will automatically create a case and assign it to the Support queue.

(3) Old Support cases will now be logged as ‘Service’ Cases

New Service Case Type – triage requests, clean up requests, anything that a user to do for the Account.

To differentiate this new change with the existing application of the ‘Support’ Case record type, items that previously would have been created as Support cases will now be created as ‘Service’ Case record types.

You will still be able to create Support cases via email by sending to the above email address.

(4) Send Service Cases to a new email address

You can now send Service cases to the new email-to-case address of ‘ servicecases@insure247.com.au’  

(5) Viewing Case Lists

Support Cases can be viewed in the Cases Tab, under the following List views:

  • Open Support Cases – Lists all open Support cases
  • My Support Cases – Lists all cases in which you are the contact 
  • Open Service Cases – Lists all Open Service cases
  • Service Queue – All unassigned Service Cases
 
(6) Send new ideas for the system to a new email address.
If you have any ideas to improve the system, you can now send these to the dev team to see. Send these to the email address  ideas@247systems.io  which will create an Ideas case. 
Facebook
Twitter
LinkedIn