ServiceDesk 4.8.316 Update 01/18/26
ServiceDesk software, Version 4.8.316, released on January 18, 2026, includes an update to integrate with Service Company Solution's new AI Analytics features.
Highlights:
New feature: The SCS UC call recording dialog window now shows customer sentiment and risk warning levels for calls, for AI Analytics subscribers.
New feature: SD-CloudBackup
Call Sentiment and Risk Levels From SCS UC AI Analytics Viewable in ServiceDesk
SCS recently launched their new AI Analytics feature which includes many powerful tools for assessing call center proficiency. Among them, the ability to see customer sentiment and risk levels for service.
Ever since update 4.8.261 you have been able to view SCS UC call recordings right from within CallSheets and JobRecords.
Now, you can also see Call Sentiment (Customer mood) and Risk Levels (if there are call risks such as if the customer mentions smelling gas). Additionally, there is a link directly to the call analysis highlighting where in the conversation the risk was identified.
SD-CloudBackup
This feature was officially released two months ago. This new version of SD-Backup stores your information on our cloud servers, for an easier and more secure backup experience. You can also access your backups right from the Rossware Dashboard to download them if needed.
You can read about all the features of this new SD-Backup version here.
Minor Fixes and Improvements
Other minor fixes and included improvements are:
Enhanced security on QuickPic links, preventing unauthorized viewing.
Bing Map links updated to recent Microsoft update.