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  1. Please let us get notifications for paid invoices

    It would be so useful to me if I could get notified when customers pay their invoices

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    • Mass Ticket Response and Closing

      We have Recurring Tickets that open up on a regular basis (backup checks, antivirus checks, etc).

      For our Anti-Virus Checks for example we have a generic canned response to close these tickets (informing our clients all is well). It would be nice to be able to send out the same canned response to DIFFERENT Clients across DIFFERENT Tickets at the same time and close those all at the same time.

      This would save us quite a bit of "busy" work.

      Thank you!

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        I’m going to call this “already works” – you can use bulk ticket actions to add comments or resolve, and ticket automations could also do this.

        Please do comment if you think those are not workable solutions for some reason!

      • Put Reports as an icon

        Instead of having all of the reports under Admin, it would be easier to find if there was a REPORTS icon.

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          Hey Sean,

          There is actually a Reports Tab that can be activated or moved on to the top nav bar. To activate it, head to Admin > Tabs Customization. From there, you can change the order of the tabs activate/deactivate it.

        • 1 vote
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            Hi Jeff,

            You can add a new appointment on a ticket by selecting the New drop down button and select appointment from the list. We used to have buttons all over the Ticket and received feedback that it was chaotic so we cleaned the UI up about a year ago.

          • The initial email sent when a new ticket is created doesn't make sense

            When I create new tickets, my customers always get an email along the lines "#company_name - Comment made to Ticket #4475 (message id: ######)". The body of the email says "You have an update from #company_name for your ticket 4475". When customers see this for the 1st time, they always ask "what's that".

            I suggest changing the initial email sent to something like "Hello #user, a new ticket has been created for/by you by #company_name". This will make more sense to the majority of the end users.

            1 vote
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              Hey Serge – You can edit your email template to just not include that line and the email will be more generalized. Right now the system doesn’t differentiate a first comment apart from subsequent comments and others have suggested this as a good workaround so we haven’t had to build this.

            • Delete Multiple Customers due to import error.

              We need to have a tick button or bulk action for multiple removal of un-needed accounts. I have 5000 of the same name's "SucureTec Australia" we need to remove these items. Having someone on the system for 2 weeks gong into the account and then action delete it to time consuming. Please can this be added.

              Also maybe add a bulk action of disable the account.

              6 votes
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                1 comment  ·  Admin →
              • Allow billable/chargeable time from App

                It would be great if our techs could mark the time they spend on a ticket as chargeable/billable from the App.

                We've implemented the Square app so Techs can take payments when they do a site visit for a client. However, when they add time to the ticket it currently is NOT added to the total cost of the invoice. The tech needs to use the web interface to mark the time as billable, which in essence makes the app pointless.

                It would be much easier and greatly beneficial for the system to automatically add time recorded on the ticket,…

                4 votes
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                • Allow posting ticket updates from Slack

                  Would like to be able to respond to a ticket in Slack to update it.

                  1 vote
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                    1 comment  ·  Admin →
                  • to add a new distribution method - Self install

                    We need to have the abilitie to create a self install for new customer visiting the web site who want to install the kabuto by themselves

                    3 votes
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                      1 comment  ·  Admin →
                    • Allow access for users (staff) to see "Customer online profile link"

                      Once we add a Portal User to a customer account, we can no longer click the link next to "Customer online profile link" to review a customer's profile with them. It is necessary for us to do this at times. Please add permissions so that users (staff) can also click this link without having to know a customer's username and password. Thank you. :)b

                      1 vote
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                      • Tags and HTML markup for Canned Responses

                        Would it be possible to have Tags and HTML markup capabilities for Canned Responses (as we do for PDF/Email Templates)?

                        For example:

                        Dear {{customer_business_name_or_customer_full_name}},
                        Diagnosis has been completed on your {{ticket_subject}} and it was found that our [service] is needed to resolve the issue.
                        Please can you contact us to discuss further, meanwhile we will attempt to contact you.

                        Regards
                        {{account_tech}}
                        {{account_name}}

                        1 vote
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                          1 comment  ·  Admin →
                        • Invoice only

                          Currently when I send out an invoice it is accompanied by all the tickets that comprised the invoice (and all the data from each ticket).

                          I'd like to send only a one or two page invoice without the backup. If there is a question about an invoice we can THEN send the backup.

                          Thank you,

                          dp

                          3 votes
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                            I think the way to do this is go edit your Invoice Template to not include the ticket, then if they want the detail – you can go to the Ticket manually and send them the PDF of the whole ticket.

                          • Invoice receipt does not show signature from Topaz?

                            When using the Topaz to capture a signature on an invoice, the receipt that is generated does not include that signature?
                            Can this be added please?

                            0 votes
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                              Make sure in Invoice Settings you have “get signature for payments” if you want it on the “receipt” – and the invoice one works on the invoice by default too!

                              (we worked this offline with them – thanks!)

                            • Indicate where inventory was used

                              I suggest in the item inventory screen you show more than just who and when took stock out of inventory. I suggest that you also list which ticket or invoice an item was added to. This will help with tracking where an item is used.

                              1 vote
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                                1 comment  ·  Admin →
                              • Discount ONE item on the invoice by %, NOT the entire invoice

                                We have many instances that we need to give a % discount for one item, currently when you enter a % discount, it gives the discount to the entire ticket.

                                0 votes
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                                • Inventory Fill

                                  It would be nice if there was a way to instead of pull inventory when you invoice something manually be able to click on a fill button, sometimes I have to order a part and it isn't in stock but then when I re stock the item has already been invoiced so it throws my inventory off..

                                  with a fill function this would be avoided since I physically would have to click on the fill button to pull it from inventory, this is also good for when things get pulled for a ticket but haven't been paid for or invoiced…

                                  9 votes
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                                    1 comment  ·  Admin →

                                    If you are at 0, and you add an item to the invoice, the item goes to -1 using the backorder system. Then when you receive that item it prompts you to fulfill that backorder automatically. This is done with a prompt and 1 extra click automatically.

                                    If you have backorders disabled you won’t be able to use this – go to Admin, Inventory Settings, and make sure backorders are enabled.

                                  • notification

                                    Would like a way to send notifications to certain users email when something in a category sells.

                                    For instance I have a physical store, but I also have a different department that handles only online sales(ebay, etc).

                                    When something say in my "Phone Sales" category sells it would be nice for an email to automatically be sent to my employee in charge of my online store so they instantly know to take the item down from all online markets.

                                    1 vote
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                                      This can be accomplished with the Zapier integration. You’d need to setup a trigger for invoice or payment – and filter for the category you want. I bet you could find someone online to help with it if you get stuck. Good luck!

                                    • create ability for multiple appointments on a ticket

                                      Quite often we have to attend a customer site multiple times for 1 reason. it would much easier to create multiple appointments on that 1 ticket so that we can track every time we have attended.

                                      We use the calendar as a historical resource to look back and see where someone was and for how long so altering an appointment on a ticket really messes this up.

                                      I also don't want to have to create a ticket for every visit for 1 issue, because then techs would need to trawl through tickets to get info on diagnosis' and work already…

                                      2 votes
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                                      • Hide Cost from Screen View so nosy people don't see

                                        People are nosy and they look at your screen. It would be nice if I had an option to hide cost unless I click to view the cost. This is even worse when you're working on location from a laptop or iPad. If somebody happens up behind you and see your cost it can be a bad thing. Even very old inventory systems I used had cost codes or hidden costs, it wasn't just plainly displayed on the screen.

                                        3 votes
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                                        • Customers to be able to add pictures to tickets or a lead.

                                          I run a jewellery repair business in the UK. On my website, customers are able to "order a prepaid envelop" and snap a quick pic of their repair. Either to request a quote or just to attach to their job for a record. Can clients (either in 'leads' or in 'create new ticket' in their portal) upload a picture straight to that lead or ticket while embedded in my site?

                                          1 vote
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                                            1 comment  ·  Admin →

                                            This can be achieved through the Customer Portal already. The Customer can click the “New Ticket” button on their portal dashboard. They can then enter their details and on the second screen there is a Attachments button where they can upload a file.

                                            It is also possible for them to attach a file after a ticket has been created as well. In the portal, they simply navigate to the ticket and click the ‘Add Attachment’ button to upload.

                                            Regards,

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