If an estimate is is APPROVED, it should be locked from changes.

We reuse (clone) estimates from projects ALL the time. Unfortunately what happens occasionally, is that an estimate will start to get edited before it's been cloned.

It would be ideal if an estimate would LOCK from edits, once it's been approved (and/or denied for that matter...)

You can't 'add' to a approved estimate, but you can easily edit and/or DELETE line items on that estimate.

So; to have it LOCKED if it's been approved (or denied) would be logical. That way, it forces the creator to CLONE the estimate and edit that clone, or to unapproved (or undeny) and edit that.

Ticket Schedules are next to useless right now. We REALLY want to use the feature, but there are a ton of missing parts needed to make them something we can use, including:

1. A security group to allow users access to the module!?
2. The ability to create a new ticket schedule without an existing template.
3. After creating a schedule from a Ticket, return us to the Ticket Schedule page to finish setup!
4. Allow us to change/edit the initial comment for the Schedule.
5. Option to set who "created" the Schedule, vs who will be the "assigned" tech.
6. Let us mark Ticket as "pre-diagnosed" or "pre-approved".
7. Option to change the Ticket's title; preferably with tags like {{current_month}}. (we usually do something like "Checkup Service - Oct 2017")
8. Allow us to set all other options in a normal Ticket (location, assigned contact, issue type, etc).

I have an issue where my technicians forget to "switch users" and will accidentally create invoices and tickets under the wrong user. We then have to go back into the ticket or invoice after the fact to reassign the proper user, if it is even realized. This can make running sales and commission reports inaccurate.

I would like to see a feature where after 60 seconds of inactivity, a user is required to enter their PIN, regardless of what tab they are on. This will greatly reduce these accidental wrong user issues. It would also be much more efficient than manually clicking "switch user" after a user is finished using the system.

I understand that this feature is available on the POS Tab, which we rarely even use. I believe it would be much more beneficial if it was global to the whole site.

Thanks in advance for taking the time to look at this.

Often, we'll receive multiple pieces of equipment to work on at once. Due to the nature of our business, each piece of equipment requires a single ticket.

I'd like some way to link the tickets together. Either being able to create a ticket, and then have an action for "clone and link" or some way of just selecting "link this ticket to existing ticket."

I would like for this link to also have a notes or custom fields box. Here's my rationale:

Often, I'll get in three instruments for repair. With this, they'll also give us a case and 2 chargers. The chargers aren't necessarily linked to any existing ticket, they're linked to an overall job that contains the multiple tickets. They may approve an estimate for one instrument (ticket) while scrapping the other 2. If I attach the accessories to a ticket that gets scrapped, then it's hard for someone to see which accessories need to be returned to the customer. A screen that has a linked ticket view here would be excellent. Would show:

1. Which tickets are part of the linked group.
2. Notes on the linked group as a whole.
3. Costs associated with each ticket (bonus if we can create a linked ticket invoice which would flip each ticket to Invoiced and green that step of the project widget).
4. Ability to create a new ticket on the page that would be part of the group.
5. Field in the customer page as part of the tickets module that would show what group the tickets are part of.
6. Summary PDF showing all tickets, their status, and invoiced total of each if there's an invoice.

Just an idea to start. I can flesh this out if there's interest, but I'd be

It is beyond me as to why you can not email an invoice to a customer. You can not email a contact of a main account. You can not email a contact when the main account does not have an email. In certain cases, even when the main account and the sub account has an email you can't email. Worst of all, you can't just email an invoice to an email address of your choosing. This is a monthly subscription service and it's missing the very basics of emailing customers.

As I said, it's completely beyond me as to why this software would have such extreme limitations on email options...

Currently, if multiple people are CC'd on a ticket, the only way to identify who sent an email response to the ticket is to hover over the mail icon and subtract all the recipients of the that response till you figure out who isn't on that list but was sent an email from the ticket previously (hopefully you can follow that). The "Updated by" field in the ticket comments just says "customer-reply".

I propose making that field provide more information when a customer responds to a ticket.

Additionally, it would be awesome if there was a way to view the original email formatting. Sometimes, when the formatting is stripped out, the text left over is really messy to sift through.