Release Notes February 2025

New Role "Customer Support Admin"

We have implemented the new role "Customer Support Admin". This role will have the same layout as the "Customer User" role. However, the restriction that those users will see only their own cases has been removed allowing Customer Support Admin users to view cases from other users within their organization. Furthermore, a Customer Support Admin user can be selected in the Watchers list.

See also article >> Roles in the CGM PORTAL.

Language Switch For Polish

We have implemented the possibility to switch the portal language to Polish directly via the "My Profile" > "Settings" menu.

This provides Polish users an easy way to customize the language and offers them a fully localized experience in the portal.

See also article >> Settings.

Chatbot – Multi-Language Support Based On Profile Settings

As a preparational step, we have added a language parameter to provide multi-language support. The language in the chatbot is now based on the language setting in the user profile.

In addition, we will show a pop-up in the respective language upon login. Currently, this is set up for German and English only.

This enhancement ensures a more personalized and effective user experience across different languages.

See also article >> CGM Chatbot.

Creating Admin Cases From Within Invoices

If there is an issue with one of your invoices, you can now create an Admin Case directly from within the invoice. For this, the new "Contact Us" button is available.

Upon clicking the button, the Case Creation form will be displayed where the invoice category and your invoice number will be pre-populated.

See also article >> Invoices.

Priorities For Cases

Within the Case Creation and Support Wizard process, we have added a "Priority" field to Support Cases and Service Cases. This field enables you to select the priority of your case. To select the suitable priority value, a tooltip will explain the Priority values.

Create Case Form:

Support Wizard Form:

Export Functionality For Cases

In the SUPPORT menu, we have implemented a functionality that enables you to download a comprehensive report of all or individual support cases including all comments in Excel format.

The report provides you with key ticket information such as Case ID, subject, description, type, assigned agent, status, priority, category, as well as creation and update dates.

You can download the report by clicking the new "Export Cases" button which is available on the Support Cases overview page and on the Details page of a Support Case.

The export will consider the filters and the selected sorting that you have applied so that only the filtered cases will be exported. The feature will be optimized for large case volumes and will comply with data protection and security standards. 

See also article >> Exporting Cases.

Persistence Of Sorting Preferences For Case Comments

If you select a certain sorting option for the comments in a Case, either by Newest First or Oldest First, we now save your sorting preference ensuring that your preferred sort order is retained the next time you visit any Case details page.

This enhancement improves your experience by maintaining consistent sorting settings across sessions, eliminating the need to manually reselect your preferred sort option every time.

See also article >> Comments in a case.

Reply For Comment Posting Via Email

With the last release in November, we have implemented a reply functionality for comment postings via email if the Support Case was already completed. 

Furthermore, we have now added a reply functionality for comment postings via email in case the comment posting failed.

In this case, you will receive an automated email reply stating that the comment could not be created and that you should try to resend it or to comment directly within the CGM PORTAL.

See also article >> Comments in a case.

Platform

Registration Process
We have fixed the issue with creating a new user through the registration form.
Previously, an error message appeared indicating that users with the same email address already existed.
Now, users are successfully created without errors, and the confirmation email is sent as expected.
Additionally, users will no longer appear under "Contact Requests." 

Time Formats For Knowledge Base Articles
To avoid confusion, the timestamps in the search results of the Knowledge Base and within the articles will now match. 

MYORG

Sorting Of Invoices
We have fixed the issue when sorting invoices by date. 

SUPPORT

Loading Time Of Support Dashboard
We have optimized the loading time for the Support Dashboard. Now, the access to the Support Dashboard should be faster, especially in case of many Cases.