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Release Notes August 2025
ServiceHub Release 2.14.0
- Features:
- Auto-progress to Review
- Ability to configure at the Contract or Work Type level that the associated Events can auto-progress to Review status when one of the following conditions applies:
- FE Event has Tech Departure time set to not null AND there are no required fields outstanding in the form, FE Event will automatically push to the Review status
- Part Event has Part Arrival time set to not null AND there are no required fields outstanding in the form, Part Even will automatically push to Review status
- Bypass Review
- Ability to configure at the Customer, Contract or Work Type level that the associated Client Requests and/or Events do not need to be reviewed.
- Manually Generate Events
- Ability to configure at the Contract or Work Type level that the associated Client Requests will automatically or manually generate events based on the defined SLA.
- Custom Forms – Repeating Pages & Sections
- Ability to define a page or section as repeatable when creating a form. This allows the user completing the form to add additional pages or sections (e.g., each section is a device being installed).
- Custom Forms – Conditional Fields
- Ability to define specific fields to only be displayed conditionally based on previous entries on the forms (e.g., Based on a yes/no field, if Yes, display field #2, if No, do not display field #2).
- Enhancements:
- 1. New Client Request Vendor Notification – when a Client Request is marked as Vendor Owned, the associated Vendor’s “New Client Request” indicated emails
Release Notes July 2025
ServiceHub Release 2.13.0
- Features:
- Custom Forms Pages & Sections – Ability to define and structure different pages and sections within a Custom Form to allow for better organization
- Assign Vendor Owner – Ability to manually assign a vendor owner for a Client Request during Triage status
- Reassign Vendor Owner – Ability to manually re-assign to a different vendor for a Client Request
- Existing events assigned to previous vendor will be cancelled/closed
- New events will be generated for the newly assigned vendor
- Add Client Level Sales Rep
- Ability to assign a Sales Rep at both the Partner & End Customer level
- When a sales rep is assigned to a client, they will be able to see ALL tickets associated with that client (regardless of contract sales rep assignee)
- Enhancements
- Update Client Request Creation modal – Maintenance Request | Professional Service Request
- Add Subject into all email notification bodies
- Dashboard filters – ability to applies filters around customer, vendor, dates, etc. (same as queue pages) on dashboard
- Technician Write-in – ability to write in a tech name without the individual being a system user for tracking purposes
- Clear Response Deadline on a chat – ability to perform an action where the response deadline will be cleared (marked as met) for a chat window. This will allow users to clear response SLAs when there is no reply needed (e.g., customer says “Thank you”)
- ETA Logic Enhancements – when an ETA is entered after the SLA deadline for a Part or FE event, the ticket will immediately progress to an escalated status (yellow on card wall)
- Allow Sales rep to create Client Requests
Release Notes June 2025
ServiceHub Release 2.12.0
- Features:
- Professional Services Reporting –
- Report by Project – Ability to drill down into ticket details filtered by a specific Project
- Report by Work Type – Ability to drill down into ticket details filtered based on a specific Work Type
- Tenant Level T&M Auto Sourcing – Ability to define a specific vendor that all T&M tickets will be sourced to
- Professional Services Reporting –
- Enhancements:
- Additional Reporting Filters – Client Request Status, Contract, Work Type, Reseller, End Customer & Vendor
- Indicator on events if parent Client Request has completed Triage – this will allow service delivery team to know when they can start working individual events without having to check back on the Client Request
- Automatically add all users from Contacts table to the General Chat
- Filter Tickets based on Sales Rep
- Display drawer style event key fields for all user types
