New Language for the New App

With the launch of our new interface, we are making a handful of language updates. While I won’t list every change in this post, here are some of the major ones:

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Relay is now Boomtown. With this new update, the “Relay” brand is going away and will be replaced with “Boomtown”. Boomtown is the name of the software and we’ll often refer to it as the Boomtown Platform. 

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Issues are now Cases. We received a fair amount of feedback that the term “issue” felt too negative since not all conversations that we have with customers are issues. We decided to update the name ‘Issues’ to ‘Cases’. Both Cases and Tickets are the universal leaders in terms of common language and we chose Cases because Cases are typically more robust and powerful than Tickets and in our world we often deal with complex technical situations or multi-party customer journeys so we felt it fit better. 

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Work Orders = Field Services. In the new interface, a Work Order refers to a Case that specifically deals with field services. Remote Activations and Trainings will no longer be Work Orders. They will be Categories of Cases. This will allow us to create more specific workflows for managing and dispatching field service technicians.

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Customers -> Locations. While the Customer > Location > Contact architecture has not changed, we have put more emphasis on the Location as the primary record for a business. We have removed a number of fields from the Customer record to reduce data redundancy. Since 90%+ of Customers in our database have only 1 Location, we have also streamlined the workflows for single-location businesses in a number of ways. When you search for Customers in the new interface, you are actually searching for Locations.

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Customer Users -> Contacts. While we referred to Contacts in a few places in the current interface, there will be a formal change with the new interface and all references to Customer Users will update to Contacts. 

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Log Notes > Events. As you’ll see soon, we transformed log notes into a prominent timeline for each object (Case, Customer, Product, etc.) so you can quickly see the full history of that record. This timeline is made up of Events, which will become more central in future releases as we tie events into automations.

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Knowledge Bases > Libraries. Instead of having multiple Knowledge Bases, you now can have multiple Libraries under a single Knowledge section in the app. We also changed Folders to Labels, which I cover more in the overview of the new Knowledge interface.