Major enhancements:

• Parature API
  This secure, public, REST-based XML Application Programming Interface (API) will provide seamless interaction between your Parature support software and other critical systems, improving customer support with this increased visibility between systems
• Parature RSS
  Web feeds provided in RSS 2.0 format will increase the visibility of new activity, keeping your organization up-to-date on the health of your customers and increasing responsiveness.
• Parature Sandbox
  This independent sandbox, with access to a copy of your Parature Service Desk and full API functionality, will allow you to test and fine tune new integrations, rules, alerts, SLAs, and updates to your support portal style sheet before rolling them out 'live'.
• Parature Enhanced User Interface
  The completely updated Service Desk enables easier navigation with a more streamlined 'look and feel' of toolbars, tabs, and folders, as well as, extended browser support for Firefox.

Major enhancements:

• Premium Custom Report Designer
  Custom, ad hoc reporting available to clients that purchase 'Premium Custom Report Designer' 
  Customize report layout and format
• Premium Packaged Reports
  19 reports built by Parature for all Enterprise accounts
• Portal Style Sheet Editor
  Available to all Parature Administrators from the Service Desk to make style changes to your portal in real-time
• Multiple Ticket Attachments
  Up to ten attachments can be added to a single ticket
• Increased File Size for Ticket Attachments
  Increased from 6 to 25 MB for each attachment

Major enhancements:

• SLA Health Report
  Accurately report on organizational performance relative to target response times and target resolution times that can be configured for each Service Level Agreement (SLA). You can set the target times on the Edit General Attributes page for each SLA. The report will then display the number and percentage of tickets that exceed the target response and resolution times, respectively.
  *Enterprise Only Edition
• Usage Dashboard
  View system usage statistics for the Service Desk and Support Portal by month with the Usage Dashboard that is now available under the Setup tab in the Account Management section. Some statistics that can be viewed are total Download File storage, number of KB articles, tickets created, number of Support Portal visits, and more.