855 results found

1. Need a checklist

   We use a "checklist" for our initial diagnostic tests. Because sometimes, testing RAM and hardrive etc takes hours. One tech may start and another may pick up in the middle. There needs to be a way for one tech to find out exactly where the other left off. This needs to be an option that can be turned on for all tickets.

   Right now, we've used the custom ticket fields, but this doesn't save the checkmarks when you switch to another custom field type and save data in it. It only saves the current data in the current custom field. Also, if you enter partial data into a custom field, it will not save the partialially filled form.

   We also use a "wrapup checklist" (windows updates, branding, drivers, etc.) that we'd like to have on all tickets too. Please help.

   We use a "checklist" for our initial diagnostic tests. Because sometimes, testing RAM and hardrive etc takes hours. One tech may start and another may pick up in the middle. There needs to be a way for one tech to find out exactly where the other left off. This needs to be an option that can be turned on for all tickets.

   Right now, we've used the custom ticket fields, but this doesn't save the checkmarks when you switch to another custom field type and save data in it. It only saves the current data in the current custom field.… more

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   completed  ·  Rajesh Agarwal responded

   Because the title of this is “Need a checklist” – and we have checkboxes that can easily be a list on ticket custom fields, we are marking this as complete. If a few people wanted “Multiple Checklists on a Ticket” a separate idea for that would be good

2. Solve all custom report requests - Give us the Ability to Create our Own Reports!

   It would be awesome to be able create our own reports.

   Give us all the variables and then let us create our own custom reporting just like you have given us the flexibility to create our own templates (email and other)

   This would create a flexible reporting system where we create what we want to see. It would also put us in charge of all design/math/and labeling.

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   completed  ·  Robert Reichner responded

   Domo is now live in the RepairShopr App Center. This provides much more power for running reports, applying date filters, exporting to various formats (Excel, Powerpoint, PDF), drilling down into additional cross-sections of data, and downloading more raw data. While not all customization is available, we can now iterate very quickly to generate additional reports. Let us know what you’re looking to see!

3. Need the ability to merge records, especially customers. Employees make mistakes, and have duplicate or multiple copies of customers is det

   Need the ability to merge records, especially customers. Employees make mistakes, and having duplicate or multiple copies of customers is detrimental to an efficient system. Merging should allow no loss of ticket and asset history without having to go back and manually enter everything.

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4. 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.

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   completed  ·  Adminbobby (Customer Support Director, or Executive, RepairShopr) responded

   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 :)

5. POS referred by

   so we do a lot of repairs "on the spot" and thus use the POS for many sales. though when we are taking people's data there is no "referred by" option, this option would save us heaps of time & help us immensely with our marketing campaigns.

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   completed  ·  August responded

   This feature has been completed. Now when creating a customer from the POS tab you will be able to choose from your list of Referred by options.

6. Ability for techs and other security group users to have access to Reports

   I'd like for techs and sales reps to be able to view certain reports only such as Daily Sales Report, Sales Detail Report, Employee Sales Report and Time Clock Report with out giving them full Administration access.

   I think adding those features to the Security Group Manager's check list would be the best way to add access to specific user groups.

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   completed  ·  Rajesh Agarwal responded

   Just an update, we’ve added granular permissions for most reports, you can grant/deny access to the reports with an asterisk by their name.

7. Zapier. Oh God... Open the Zapier Floodgates. AUTOMATE ALL THE THINGS.

   You want to mark 'COMPLETED' to a huge percentage of ideas in this feedback forum? Open the Zapier floodgates.

   There are some conversations around here talking about getting Zapier to do stuff with other things like Contacts, Slack, etc. While nice... those things only scratch the surface and only help those of us that use those specific services.

   What about using Zapier to integrate Repairshopr WITH REPAIRSHOPR.

   The possibilities are absolutely endless.

   Trigger:
   - New ticket created by ABC Company.

   Possible Actions:
   - Email the customer saying a new ticket is opened. Right now, if email is selected, when creating a ticket the customer gets the same exact email as if you just wrote an emailed comment. There's no indication that a new ticket was opened. There's no way to formally acknowledge the ticket was received and say some things that would manage the customer's expectations. 'we respond to tickets in the order we received them in. we're open from 9-5.' etc. etc.
   - If there's an overdue invoice, send an email to the tech who opened the ticket alerting them.
   - Does ABC Company have a certain SLA / Contract / Warranty ? Change ticket priority to HIGH. Send email to the team that handles high priority tickets.
   - If it's a certain type of customer, automatically fill in some custom fields.
   - Automatically create an estimate based on the issue type.

   - Automatically add additional addresses to the emaill address notify box.

   Trigger:
   - Ticket Resolved
   Actions:
   - Create a warranty / contract / SLA if certain conditions are met.
   - Send email notice to customer that their ticket has been closed.
   - Create reminder for tech to follow up with a phone call if certain conditions in the ticket are met.
   - Create follow up or rework ticket if certain conditions are met.
   - Automatically assign ticket to specific person (supervisor) if ticket was closed by a specific person. (hell, you could make a 'Under Review' ticket status that would handle this better)
   - Automatically generate an invoice of anything that is unbilled.

   Other random things:

   • Automatically send email back to customer if they respond to a ticket owned by someone who is currently in a meeting.
   • Automatically create reminders / emails / tasks if tickets get stale.

   I will personally fly out to wherever the hell Troy and the gang are and I'll buy the whole team a delicious meal at a fine establishment like Applebees. And drinks. oh there WILL be drinks.

   For a reference point of what services utilize this really well, check out www.pipedrive.com I just started playing in there and it's INCREDIBLE. I can have pipedrive zap itself with all sorts of things automating the whole sales process.

   You want to mark 'COMPLETED' to a huge percentage of ideas in this feedback forum? Open the Zapier floodgates.

   There are some conversations around here talking about getting Zapier to do stuff with other things like Contacts, Slack, etc. While nice... those things only scratch the surface and only help those of us that use those specific services.

   What about using Zapier to integrate Repairshopr WITH REPAIRSHOPR.

   The possibilities are absolutely endless.

   Trigger:
   - New ticket created by ABC Company.

   Possible Actions:
   - Email the customer saying a new ticket is opened. Right now, if email is selected, when creating… more

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   completed  ·  Rajesh Agarwal responded

   We’ve got a few new triggers in place – continue commenting on this thread if you have other requests and we’ll see about adding them!

8. POS enhancement

   We will find it extreamly useful to be able to use the POS module to ring out customers which computers were repaired. it would be great to scan the client's ticket within the POS module and for the total due amount to comeup so we can complete the transaction quicker and the proper tech checking out the costumer can get credit for the sale. I hope it kind of makes sense what I am trying to say.

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   completed  ·  Rajesh Agarwal responded

   You can now pull up a customer from the POS screen by scanning their invoice or typing their phone number, and you can also attach a POS transaction to an existing customer!

   have fun

9. Default Ticket Due Date

   Hello

   We would like the default ticket due date to be editable in Ticket Preferences. The current default is 3 days so if the person entering the ticket details does not change the due date then the job does not become obvious to the assigned technician until the due date arrives.

   Our preference is for the default to be today or tomorrow, then the tech can see the ticket early and bump the due date as required with the appropriate notification to the customer.

   Thank you

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   completed  ·  Rajesh Agarwal responded

   Done- There is a setting available in Admin, Ticket Preferences

   Thanks!

10. New Ticket Email Template

    When a ticket is created, regardless of how (email, manual, etc) , there should be a specific New Ticket email template that is fired off.

    If the "Don't Email" checkbox is removed during manual ticket creation, an email is delivered to the client using the ticket comment template which can be very confusing for the end user.

    When a ticket is opened, we want our customers to be notified that, in fact, a ticket was JUST opened. We can then write up the New Ticket Email template to cover things like the ticket subject, ticket description, a short description of our responding procedures, our hours etc.

    Having a dedicated template for new ticket emails, as well as a way to automatically fire them when a ticket is opened will go a LONG way towards managing customer expectations.

    When a ticket is created, regardless of how (email, manual, etc) , there should be a specific New Ticket email template that is fired off.

    If the "Don't Email" checkbox is removed during manual ticket creation, an email is delivered to the client using the ticket comment template which can be very confusing for the end user.

    When a ticket is opened, we want our customers to be notified that, in fact, a ticket was JUST opened. We can then write up the New Ticket Email template to cover things like the ticket subject, ticket description, a short description of… more

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    completed  ·  Rajesh Agarwal responded

    We just shipped what we call “Ticket Autoresponders” – mainly attached to Mailboxes. Check out the KB page here:

    http://feedback.repairshopr.com/knowledgebase/articles/303457-how-do-i-create-tickets-automatically-from-inbound

11. REORGANIZE Ticket Buttons and Linked Information

    Just my opinion: Tickets are starting to get WAY too busy with information, buttons, links, drop-downs and options thrown all over the place. I know RS is a work in progress, but it's obvious that things have been added in that were never thought of initially. I'd like to see the Tickets module re-worked with some sort of grouping and organization that is more cohesive.

    Right now, there are buttons at the top that do some things, other buttons in the title bar of information boxes , and more added at the bottom of information boxes. There's links for Appointments, mixed in with buttons for Parts Orders, Email buttons mixed with the customer info, Recurring Tickets button next to Appointments. Silliest of all, there's separate buttons for PDF and Print for the Intake Form, rather than adding those to the existing PDF and Print drop-downs at the top. God forbit you have an Appointment or session with ScreenConnect or TeamViewer, and you're pretty much looking at 100 things you can click.

    It's just chaos! And it amounts to wasted screen space, difficulty teaching new hires, and spending more time looking for things than getting work done. I've spend a little time trying to figure out what to combine, move and re-group in a mock up. Here is the mess I'm currently looking at, and the revision I think is much easier to work with:

    Chaos: http://i.imgur.com/lfUaeVR.png
    Organized: http://i.imgur.com/PvFv3J0.png

    I really think this is overdue for a cleanup. Thanks RS!

    Just my opinion: Tickets are starting to get WAY too busy with information, buttons, links, drop-downs and options thrown all over the place. I know RS is a work in progress, but it's obvious that things have been added in that were never thought of initially. I'd like to see the Tickets module re-worked with some sort of grouping and organization that is more cohesive.

    Right now, there are buttons at the top that do some things, other buttons in the title bar of information boxes , and more added at the bottom of information boxes. There's links for Appointments,… more

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12. Separate Space Billing / Shipping Address

    Since we operate a .com we need a space to enter billing and shipping

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    completed  ·  Rajesh Agarwal responded

    This is completed – on the customer edit screen you can add as many addresses as you like.

13. Tech Notes on estimates

    Tech notes in estimates that will appear on the estimate for my customer to view before approving. Including in PDF
    I see there is some kind of provision for it up the top but no box to input them

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    completed  ·  Adminbobby (Customer Support Director, or Executive, RepairShopr) responded

    Memo field was added – https://www.repairshopr.com/blog/posts/feature-release-add-custom-memos-to-invoices-and-estimates

14. More advanced Timer System - Track Billable and non-billable time

    Hi,

    Currently, in beta, I see there is a basic timer system. GREAT!!! Now let's enhance this system so we can have the following:

    1. Billable Time and Time Worked option (sometimes time spent on a ticket is not billable because someone left the timer running or because and employee didn't know what they were doing -- EEEK)

    2. Be able to assign these times to a specific employee. Employee x inputted 2 hours of billable time on 12/17/2013. Employee z spent 2 hours of non-billable time on 12/18/2013. Total time worked is 4 hours - Billable time is 2 hours.

    3. Have an "start, stop, edit and delete time" button on the timer. Sometimes times need to be edited by management or staff.

    4. A standard audit log would be great to make sure employees are not abusing the system. That never happens... right???

    5. Automated ticket timer (not related to billable time) that tracks time employees spend on tickets. This is a great way to measure productivity and reduce "bleeding" tickets and employees that are not efficient.

    It would be nice to have this in location that would allow easy viewing of "Time Tracked" so billing can be done quickly and efficiently.

    Thanks for viewing! Please vote :)

    Hi,

    Currently, in beta, I see there is a basic timer system. GREAT!!! Now let's enhance this system so we can have the following:

    1. Billable Time and Time Worked option (sometimes time spent on a ticket is not billable because someone left the timer running or because and employee didn't know what they were doing -- EEEK)

    2. Be able to assign these times to a specific employee. Employee x inputted 2 hours of billable time on 12/17/2013. Employee z spent 2 hours of non-billable time on 12/18/2013. Total time worked is 4 hours - Billable time is 2 hours.

    3. Have… more

    26 votes

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    completed  ·  Rajesh Agarwal responded

    This is live by request, ping us if you want to try it

15. Ring Central Integration

    I think it would be awesome to somehow integrate with Ring Central allowing calls from customers to be documented on their online profile. I know I have had a few clients claim we didn't call them, or vice versa. All of our calls are recorded as well, so I think it would be cool to have all of the conversations uploaded to the account.

    Currently, I have to manually login to my Ring Central dashboard, look for the customers phone number, and find logs that way. I think there's alot that can come from an integration.

    26 votes

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    completed  ·  Rajesh Agarwal responded

    You can use Zapier to integrate at this point.

    You can see example ideas at the bottom of this page: https://zapier.com/zapbook/repairshopr/ringcentral/

    We will have some pre-made zaps coming shortly.

    One example would be using the ringcentral triggers to fire a webhook GET request to the callerid api in RepairShopr. Then it would behave exactly like our other PBX integrations.

    Example coming soon!

16. Ability for Clients to Filter "Resolved" and "Unresolved" Tickets.

    Some of our clients have 80+ tickets and the client portal has now become unusable from a ticket management standpoint.

    It is absolutely necessary for our clients to have the ability to filter what is done vs what is not done.

    Even a tab system like "Resolved" "Un-Resolved" would be great. It should always default to "Un-Resolved" as this is what most clients want to see.

    It is frustrating our clients to not have to sort through ticket statuses one by one...

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    completed  ·  Robert Reichner responded

    This is live!

17. 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.

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    completed  ·  Rajesh Agarwal responded

    We added a simple CC field to Tickets, with more coming in 2017

18. Printing Price Labels

    Like most stores, we need to print pricing labels to mark shelves in store with prices for products. RS could really do with a good system for customising label sizes and styles so that we can make good quality pricing labels.

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    completed  ·  Adminbobby (Customer Support Director, or Executive, RepairShopr) responded

    Today we released the ability to customize labels in RepairShopr. You can add things like Price and change the font size as you see fit. Labels can now also have their size changed as well. More info below.

    https://www.repairshopr.com/blog/posts/feature-release-custom-label-templates-have-arrived

19. Worksheets - option to make them required

    As it currently stands there is no way to make the worksheet required before ticket progress which defeats the purpose of post checklist repairs as techs could just forget to do it.

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    completed  ·  Rajesh Agarwal responded

    http://www.repairshopr.com/blog/posts/feature-friday-ad-hoc-worksheets

20. Improve Logo print quality

    Please improve the logo print quality on invoices, tickets etc..

    (As reference see the print quality for the same logo image used in, for instance, Xero Accounting)

    25 votes

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    completed  ·  Rajesh Agarwal responded

    We did this a few weeks ago for everyone by default we use the full size logo on the pdfs now instead of a downscaled 100px version.