Product Updates

It was already possible to get an overview of inbound email in Xurrent. This view is used by account administrators to see which email messages were sent to the Xurrent account of their organization, or even to reprocess them. Now, it is also possible for administrators (and auditors) to see which emails have been sent […]

Account administrators, account designers, and service level managers could already share a dashboard with customer representatives of selected SLAs in the current account or a support domain account. This functionality has now been extended, so that service providers can now share dashboards to customer representatives of the trusted (external) account of a customer. Nothing in […]

Request templates, workflow templates, task templates, and other templates in Xurrent are used to make sure that the requests, workflows, tasks etc. created from them all have the same relevant properties. Automation rules defined on these templates also work on all the records generated from those templates.  When a request is created from a request […]

We’ve added enhanced functionality to Xurrent with added capability building on the recent StatusCast platform acquisition. The new capability (described in detail below) requires minimal configuration and can have you up and running in under 10 minutes. The feature is accessed and installed via the Xurrent App Store. Earlier this year, Xurrent acquired StatusCast, a […]

A new customization option has been added to 4me. Designers and administrators can now  define color palettes to customize the colors in which reports and dashboards are presented. This can be useful for presenting data to external stakeholders, creating an inbox dashboard in the corporate colors, or for MSPs when presenting dashboards to their customers, […]

Managed configuration is the ability to configure and control applications on a mobile devicethrough Mobile Device Management (MDM) solutions. The Xurrent iOS app can be used to accessthe Xurrent service from an iPhone or iPad and can be deployed from an MDM service using theapp that is available from the App Store (App Store ID: […]

The feedback is overwhelming – CUSTOMERS LOVE our AI-delivered Request Summary.  It’s making the service desk more productive every day.  In fact, this is just the beginning of the AI Service Desk, and we don’t want anyone left behind. Today, we are announcing that, starting in July, ‘Request Summaries’ will be enabled for all 4me […]

When an inbound email is received, its content may be added as a note to an existing record. This requires that the option ‘Allow replies to be added as notes’ is checked in the Email Policy of the receiving 4me account and the record to which the note is added is allowed to be accessed […]

When working in a request by pressing the Edit button with the pencil icon, a specialist can decide to add a note to it. In accounts where the option ‘Strong privacy’ is not enabled in the Account Settings, the default note type is ‘public’, which means it can be seen by anybody who has access […]