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  1. Forwarding emails or messages into RSr from VMs or emails

    We often get messages via our personal email addresses that need to be forward into RSr so we can respond from there with the clients, as a ticket or lead.

    It would be nice if when we forwarded in these messages to RSr the system would be able to pull the clients info from the email headers and the Lead or ticket would be created in the client name vs. in "my" email and name.

    This is something that worked well in ZenDesk if you wanted to look up this functionality there to reverse engineer it..this would be useful.

    11 votes
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      This has been out for a few months. If you have specific examples that don’t work, send a screenshot of the sent item to our tech support folks.

    • Systray Shortcut

      It would be great if there were a shortcut available in the systray so users could open tickets from there. Or even email tickets from the shortcut.

      1 vote
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      • Allow leads to be marked as spam

        Please add an option to the leads module to mark a lead as spam. At the moment your software shows how many leads i have won like 5/20. But most of the leads I have lost are spam from chinese companies trying to sell me iphone screens. When marked as spam, the removed lead would not then count as a lost lead, it would be removed from the total of valid leads I have received. Just make it so it never existed please :)

        12 votes
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          completed  ·  6 comments  ·  Admin →
        • Bundles on recurring invoices

          We use the bundle feature a lot. We also have many recurring invoices that include bundles. Please implement this feature. Thanks.

          4 votes
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          • Watchman Monitoring suggestions

            There are several things we would like to see in the Watchman Monitoring integration.

            1) Once a ticket has been created from the notice in the "Current Alerts" window for a WM notice we would like that alerts to be closed so we can manage it form the ticket only and not have to see it in two places. It is confusing, and when more then one person works on it they have to take several extra steps to figure out what’s been done.

            2) We would like to be able to map computers to single Machines/users not just groups.…

            4 votes
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              I’m going to mark this as complete as we’ve done the main upgrades we intended to in this phase.

              Feel free to open up a new idea with remaining ideas!

            • Stock take alterations

              There needs to be a full reports section for the stock take. As is, if an employee makes the adjustments to match the counts, there is no report to show the adjustments made. This is definitely needed for accounting purposes to show the loss.

              Also, having the ability to add the entire inventory or just certain categories is very important. Having the ability to pick what products/items should be counted is huge.

              80 votes
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              • Add New Location for Referred By Drop Down

                It would be great if you could add the "Referred By" drop down to the Customer Check in Process. I know that you can go back into the customer database and add it after the fact but it would be great if we could make it a requirement just like a phone number, email, etc. It is something that is really important to my business to track how my customers heard about us and it would just make it very convenient. I look forward to seeing it in a future update, Thank you! :)

                3 votes
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                  1 comment  ·  Admin →
                • Remove date from "Signature Line" on invoices

                  When we finish up on a computer we print an invoice. We then have the customer sign the invoice and date in when they pick the computer up. This acts as our release form as well. Often a customer won't pick their device up on the same day we complete the repair and print the invoice. When the customer comes to pick their device up, the date on the invoice, next to the signature line, is pre-populate with an old date. It would be great to have an option to leave that line blank!

                  3 votes
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                  • 9 votes
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                    • Allow customization of the Ticket Receipt template

                      As a technician checking in a customer's computer, I need to print a customized ticket Receipt. I access the Receipt from a Ticket by clicking the PDF button and selecting Receipt.

                      The resulting PDF output does not seem to be affected by changes I make to the PDF/Email Template > Receipt Configuration. Instead the output contains a bold heading "Ticket Summary."

                      The Ticket Receipt somehow *does* seem influenced by certain changes I have made to the Ticket Template. Ticket Template is used to print the "Large" form from the PDF dropdown. I need Large and Receipt to have different information…

                      37 votes
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                      • useful RMM info in Messages list

                        The "New RMM Alert Created! An Alert was created fo..." (for Watchman, in Messages) is overly wordy, and cuts off before useful info (which Group/Customer) is displayed. Would be more handy to be able to eyeball this quickly! Thanks...

                        1 vote
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                        • Export Customer Assets to CSV

                          It would be very useful to be able to generate reports for customer assets either as a PDF or a CSV file.

                          31 votes
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                          • Allow Users to Lock Session

                            The Switch User with PIN screen is very handy, but it would be good if this screen could become more of a Lock Screen.

                            This would allow the terminal to be 'signed out' but not 'logged out' fully.

                            Eg, a Manager could finish on a terminal and hit Switch User.

                            The next user to come along can use either their PIN number or full login, but not be able to click close and resume the session with the permissions of the last user.

                            51 votes
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                            • Searchable Wiki

                              It would be helpful for the search bar at the top of all pages could also search through Internal Wiki articles. WE're starting to build a sizable wiki and being able to search "0x0000870D" for example, could take us right to the page explaining that particular BSOD error.

                              It's not a significant thing to worry about, but it would be a nice little addition to your already impressive software suite.

                              19 votes
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                              • Disable Due Date on Ticket Receipt

                                Please disable the Due Date on the Ticket Receipt. We want due dates for internal use only, as to not disappoint the customer e.g. when we need to order a part. Customers have used the Due Date as evidence that they are not getting full service, which is not the case. The Due Dates are great to keep techs on track.

                                3 votes
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                                • multiple contacts per ticket for notifications

                                  Many times we need to keep multiple people in the loop on tickets that involve multiple contacts. The ability to attach multiple contacts to a ticket so that they all receive notifications when updates occur on a ticket would be amazing! That way if any of them reply to the ticket notification it updates for any of them.

                                  I know this could be addressed with distribution groups, but each ticket that comes in won't always necessary fall into one of those particular groups.

                                  26 votes
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                                  • Would like a recommendation on a phone system that connect with RepairShopR (VOIP) that can we a send an automated text message to client

                                    voip phone that connects with RepairShopR. Once the number is identified we could instanly tell if they are an existing customer or a new customer. If they are new we could send a canned SMS to the cell phone with our contact information. iCracked does something like this on the SMS marketing.

                                    1 vote
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                                    • Disable ticket creation from customer portal

                                      We'd like to have the option to disable customer's from creating tickets from their customer portal. This disrupts our ticket flow and causes issues with our techs either missing some of those tickets or us needing to fix a ticket with more information than customer's provide before techs can work on it.

                                      30 votes
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                                        I’m happy to announce that there is now a Advanced setting to disable the ability for Customers to create tickets in the Ticket Portal!

                                        Navigate to Admin > Ticket Preferences > Advanced > “Prevent Customers from creating new Tickets in Customer Portal” > Save

                                        Once the option is checked, there will no longer be a “Create Ticket” button in the Customer Portal.

                                        Thank you for the feedback on this and we hope you enjoy the new super power :)

                                      • repairshopr inventory not syncing with woocommerce

                                        We are unable to sync our repairshopr inventory with woo commerce. We understand its a beta platform right now but it should do at least a sync with our inventory? can we get some help with this?

                                        6 votes
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                                          We made a number of updates last week to the integration and believe it should be working better now. We are going to keep an eye on usage and continue improving it, please continue to post here if you have suggestions for changes.

                                          Any bugs can still come to customer service.

                                        • Resolved, but unable to repair. No Trigger Marketr

                                          Obviously, emailing a customer through Marketr and asking them how everything is going after their repair, does not make sense if they did not get their repair done. I understand that there is an option to cancel the job, which means that Marketr will not be triggered, but the way this is implemented adds additional steps, which makes it more difficult for my technicians to remember to do it.

                                          For instance.

                                          Customers comes in for a repair, but decides not to go forward because it is too costly. Customer picks up the device and the ticket gets marked as resolved.…

                                          14 votes
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                                            We ended up adding a “Cancel” link in the “Actions” menu on the Ticket page. This should take care of this.. It cancels and marks as resolved.

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