Would be nice to be able to split off a comment or series of comments onto a new ticket from an existing one. Sometimes, when working on a project, one thing will lead to another which ends up being a new and totally separate project from the existing ticket. But there's no good way to quickly copy the documentation from the existing ticket to the new one. Being able to start a new ticket from an existing one and then select any comments or items (timer entries, charges, etc) to be moved over into that new ticket would do wonders for more complex workflows.

European General Data Protection Regulation (GDPR) compliance

Anyone one with clients in Europe will need to ensure compliance for GDPR before May 18.

1: Amazon's cloud platform will be backed by certification for the standards required and or having a separate uk based server should bring it closer.

2:Then prominent "opt" in boxes clearly labelled for consents and automation's to seek 12 month renewals to items such as marketing. You have already a means to enable us to opt out a client from marketing.

3: A feature to "part delete a client" - Archive (so still accessible)

4: Reporting of each user and searches/access to data logged/stored.

5: Alert of data breach

These are just a few i could think and no doubt has missed many considerations. Hope you are already working on solutions to enable us in Europe to continue with you. From what i understand the US is having a revised data protection policy too which will likely be closely built to the new standards being adopted in many places.

Fingers crossed, if you need access to more information on GDPR and what would be involved let us know.

Thank you! Joe.

When a ticket comes in via email from an employee of one of our business customers who is not yet established as a contact, your system automatically creates the ticket under the email address of the primary contact, causing us to reply to someone other than the person that submitted the ticket. This confuses the customer who is the primary contact and did not submit the ticket, causes the person who submitted the ticket to not receive a reply, and makes us look like idiots. I'm told by your support team that this is due to the employee's email signature containing the main business phone number which your system is parsing and attaching to the primary customer. Please stop automatically trying to parse email bodies and opening tickets under the wrong email address.

If someone wants that capability, they can use your inbound rules feature to do that.

If an email comes in from an email address that is not defined as a customer or a contact, it should be left as a lead so that we can decide to assign it to the primary contact or set them up as a contact.

I would like to see RepairShopr integrated with the Vonage Desktop Connect app. I have tested this with our vonage install and got this to work. Here is the routine I used.

Download the Vonage Deskptop Connect client to your desktop. I used Google Chrome and it worked.
Make a test call and make sure that you do not have pop-ups blocked.
Switch over to Repairshopr and go to App Center and click on the Free PBX integration. Generate a token for your company.
Switch back to Vonage Desktop Connect and go to the settings area.
In settings click on the Web Launcher tab.
In Web Launcher I used the following variables.
URL - I typed in "RepairShopr" (note: do not use the quotes)
In the box next to the name put this URL in minus the quotes - "http://uniquedomainname.repairshopr.com/api/callerid/?did=[NUMBER]&token=tokenfromfreePBX"
Now click the Add button. You should see the URL you just built in the box below the Insert button.
Check the box for Incoming Calls and then click save.
Test by making a call into the system from a customer record associated with you calling from a number on your record.