Explore What's New With CoverIT™
Release Notes September 2025
ServiceHub Release 2.15.0
- Features:
- Expanded Chat Views
- Ability to expand the chat window to full screen – this will pop out the chat window on top of the ticket details to display in full screen
- Ability to view chat on full screen mode in mobile devices as well
- Added Repeating Pages/Sections data to Custom Forms reporting
- Unread Message Filters
- Ability to filter on tickets (Client Requests and Events) with unread messages in all queues
- Ability to differentiate between tickets that are unread by me, but read by someone in my org (yellow envelope) vs unread by all (red envelope)
- Expanded Chat Views
- Enhancemenets:
- Utilization Report Export – ability to export the utilization table at the bottom of the utilization report. This will export both total and average time tabs together.
- Update SLA Logic for newly created events
- Newly created events will now reset the SLA timer for that associated event (e.g., NBD on an event created the day after initial Client Request will have an additional day to be delivered)
- Increase Unread Message Notification message count
- Unread message notification count will now display 4x the current character count to expand message history when sending email notifications to users
- When a vendor user has interacted in the General Chat on a Vendor Owned Client Request, they will be available for tagging in the Vendor Chats across the Events
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
