Here are the new and enhanced features in Revelation cloud 2018.
For a quick tour of the updates, click here.
November 2018 update (version 18.11)
| Usability Enhancements | |
| Home Page Filter | We've added more options to make the Home Page Filter. View by Status Type or select multiple statuses to include or exclude. |
| Home Page grouping by Status | Grouping by Status shows the status type more clearly. |
| Revelation Outlook Bridge Update | Staff Plus can now use the Revelation Bridge |
| Add Client-Location-Contact simplified |
Create user on Add Client Page and add location and user at the same time |
| Asset Dashboard enhancements |
Filter by client type or clients; Staff Plus can see client's assets; External Admins (see all their assets) /Regional Managers (See only the regional assets) can see assets on Self-Service Interface (if configured) |
| Ticket Enhancements | |
| Hyperlink in actions/ticket descriptions | Add a URL to a Ticket Description or Action Note and a hyperlink will allow you to open the site in a new tab in your browser. |
| Pin Actions to top of ticket | Pin an important action note to the top of the ticket so you can find it without scrolling through a long ticket. |
| Skip Action Notifications | Have Revelation skip sending out an email notification for an Action Note. |
| Improved Ticket Status Controls | When changing the status of a ticket, controls are grouped by Status Type. |
| Pop-up Placement | Pop-ups in Revelation helpdesk (Log a ticket, warning messages, etc.) can be moved out of the way. |
| New Features | |
| Associated Contacts Updates |
Add associated contact from ANY Location/Client/Dept configurable globally
Add Associated Contacts on append when an email reply comes into a ticket. Anyone CC'd on the email will be parsed in as an Associated Contact to the ticket at any point during the ticket being open. |
| Bulk Log Tickets | Log multiple tickets to end users, from a search result or for assets in the system at the same time. |
| Multi-Edit Assets | Multi Edit assets from the same search results to update assets faster than before. |
| Self Service Updates | |
| Self Service Configuration |
Configuration is more granular and allows for Regional Manager and Location Contact views. Asset dashboard can be made available to Self Service users and trims the information to the user's level of access. |
| Feature Enhancements | |
| Ticket Status by Team | Configure your Ticket Status by Team so different teams can see different statuses. |
| Ticket Type levels - override | Add more or fewer Sub Types to a specific Ticket Type. |
| Multiple Location or Project Contacts | Add more people as the Project Contact or Location Contact. When an alert is triggered, all project contacts will get notified. Or if your main contact isn't available, see who is the alternate. |
| CSAT Updates | Client Type drop down added for more granular filtering |
| Quick Notes | Quick Notes are now available in the Email Action Drop down when when using email templates. |
| Add Asset Enhancement | Set a drop down to add multiple assets into the system. |
| Dashboard Enhancements |
Added dashboard options for increased flexibility:
New chart for Average Response Time |
| New Advanced Feature | |
| Mimic User Accounts | Super Admins can view an End User's screens to see how it is set up, with an eye to helping better setup the system. A log of usage is available in the Admin Area. |
September 2018 update (version 18.9)
| New Features | |
| Burger menu | Save real estate on your home page, and every other page, with the new burger menu. Collapse the masthead icons, but still have access to everything in Revelation helpdesk. |
| Focus icon | Click on the focus icon to collapse the left and right column tools on the home page, or the right column tools within tickets for a more 'focused' view. |
| Associated Contacts |
Add additional end users to a ticket, allowing them to see and interact with the ticket on their Self-Service Interface home page.
Email parser will add associated users in as CC on any emails from tickets, etc.
To configure, click here. |
| Bulk Ticket Logging | Log tickets to multiple users and/or multiple clients at the same time for the same issue. To configure, click here. |
| Regions | Group locations into regions and assign Regional Managers, who can see all tickets for their assigned Regions. |
| Knowledge Base | Link related articles for cross reference. |
| Self Service Interface updates | Updated Self Service Interface to provide End Users information on new Associated Contacts feature. |
| New Advanced Feature | |
| Compliance Controls | |
| Archive | For Super Admins only, archive or delete system data based on its age. Don't need to see data older than 5 years? Decide if you want to archive it or delete it from your system. You'll also be able to check the Archive log and Statistics on how many tickets have been archived. |
| Soft Delete (Obfuscate) | Hide personal data or do a soft delete an inactive user to remove identifiable information by putting in random numbers/text. |
| Patterns | Patterns runs a SQL query to find the patterns of SSN, credit card numbers, etc. for review or |
July 2018 update (version 18.7)
| New Features | |
| Google App | The Google App is now available for Revelation helpdesk |
| Customer Satisfaction | See what your end users think of your service. When a ticket is closed, an email can be sent to have the service/support rated from 1 to 5 stars. |
| Feature Enhancements | |
| True-Sync visibility | See if a user is in Revelation via True-Sync |
| Home Page filter | Filter your tickets by what's included or excluded on the home page. Set a default search on the filter to save time. |
| Search for licensed users with one click | From the License Manager, click on the Users link to see who is in your system and at what level, even Staff Plus. |
| Group updates | Assign specific Teams to Groups. |
| Chat | |
| Who's on Chat? | See which staff are available on Chat, and disconnect people as needed. |
| Specify who your clients can chat with on the help desk | Only want your tech clients talking to techs and not to admins? Set up the Routing restrictions for Chat in the Admin area. |
| New Advanced Feature | |
| Internal-External Users | Allow your licensed users to work over your entire system - both internal (host company) or external (your end users). |
| Better visibility for custom configurations | Have you set up a custom configuration for the Self-Service Interface? Maybe for the Custom emails? See which Client Type has been updated without having to go through each type. |
| Change Host Name | Change the Host Name of your company in the Admin area. |
May 2018 update (version 18.5)
| Email Enhancements | |
| Authenticated Outbound Email |
Revelation helpdesk no longer allows outbound notification emails to be relayed through our internal email servers. See the full notice here. If you are using our internal email server, the emails will be sent from the system email address.
As online email security continues to mature, mail providers such as Office365, Gmail, etc. are adopting new and tighter security requirements from external sources. Revelation helpdesk supports secure authenticated outbound messaging through your own mail servers. All outbound email from Revelation, whether from the system, or a specific user, must be authenticated for outbound send.
For additional security of your Revelation information, all outbound messaging now must be authenticated, including System Notifications sent from a parser account. Different projects can send from different email addresses.
If Revelation is configured so Support Staff can send emails from within a ticket, authentication of their email credentials will be required. |
| Default Project Email Updates | Select how the default Project Email Notifications are sent from Revelation. Send a manual Ticket email from the system, staff or a mailto: link. |
| Feature Enhancements | |
| Self Service Interface |
You can now manage the features on the Self Service Interface by Client Type. |
| Custom Form update | If you use Custom Forms, now add selected fields to your home page or Search result views. |
| Send emails from Templates - from Search | After running a search for emails, use the email templates you've set in Revelation to email users from a Search result. |
| Pop-out Ticket Monitor | Need to keep track of another Ticket Monitor? Pop it out into a new window to keep it visible. |
| Escalation Updates | Set an escalation for At Risk and Due for Respond and/or Resolve at a project level. (When SLA is active.) |
| Dashboard Updates |
Edit your dashboard settings by right clicking on any chart. This will take you to the edit page in one step.
Tickets By dashboard can now be set to show Open, Closed or Both. Want to check trends? Last Week and Last Month has been added. |
| Less scrolling | Revelation helpdesk remembers where you were on the home page after working on a ticket. |
| Group Reports | See who is assigned to each group, and which Ticket Monitor subscriptions your staff are assigned to globally in the Reporting area. |
| Multi Edit Update |
Apply workflows or templates to multiple open tickets using Multi Edit.
|
March 2018 update (version 18.3)
| Usability Enhancements | |
| Starred Tickets | Highlight tickets you want to keep an eye on. Click on the star in the ticket, and sort or search for all your Starred Tickets. |
| Filtering Tickets | The Star and Flag have been added to the Summary Bar and can be used to select only those tickets for viewing or for Multi Edit. |
| Self-Service Interface - Change views | External Admins can now change their views on the home page grid. They can sort by Priority, End User, Due Date, State, etc. |
| Flagged Notes/Blind Notes |
Flagged Notes - editible from within a ticket by clicking on the flag icon next to the End User's name Blind Notes - in the Admin area, but not visible to any except those with permissions in the Admin Area. |
| New Advanced Feature | |
| Office 365 True-Sync | Automate the provisioning and deprovisioning of your users with Office 365 True-Sync. |