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. The technician then needs to remember to ALSO go to "Change" In the ticket system and check "Job Cancelled" in order to not trigger Marketr. This may not seem like a big deal, but it is especially when you have a line of customers.
So, what I am proposing is to have two separate statuses
Resolved
Resolved (No Repair)
Or something to that effect.
The normal Resolved status would still close out the ticket and trigger Marketr while selecting the Resolved (No Repair) would also close out the ticket, BUT it would NOT trigger Marketr.
This would be a no brainer and super easy for everyone to remember AND it totally streamlines the process.
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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Brian Twitchell commented
Sometimes we have a computer that ends up being abandoned - no payment was made, but the ticket remains open. Ultimately, I have to do something about the invoice, so I created a payment method of "Bad Debt". However, that still will mark the invoice as paid, so I need a way to close the ticket that will not trigger Marketr.
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Curtis N Christine Quinn commented
Could someone please look into this?
It's gotten tithe point that we can't use marketr. It simply lacks the features and granular settings to air it useable. -
dave.greene commented
This is a really good idea, there should be a cleanly defined, programmable way for the system to see a resolved ticket as either repaired or not repaired.
Also, this has a knock on effect, as Domo and RS both use the number of invoices created as a basis for team performance, which is inaccurate, as it does not account for 'not repaired' items (we create invoices for non repairs to trigger the invoice reminder for collection, electronic disposal costs us a small fortune for waste items). In that sense, the system considers creating an invoice as 'job done', when that only tells half the story, and doesn't tell me that 10% of those invoices were warranty repairs, and another 20% were not repairable/declined.
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Preston commented
Another instance would be for sending out follow-up e-mails asking for reviews. Some customers are not happy no matter what you do, so even though they paid, you might not want to send them your "Review Us" Marketr e-mail. So a "Resolved - Happy" and "Resolved - Unhappy" would be another reason for multiple "Resolved" statuses.
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Curtis N Christine Quinn commented
We have this issue too. The follow up email makes us look real silly. We get some pretty colourful replies.
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Traci McMahan commented
What about for a zero (no charge) ticket. We do free diagnostics and sometimes the customer elects not to go forward with the repair. We put this in as a $0 charge. Will this still trigger Marketr? Also, we get recheck-ins on occasions and these will be set as $0 in the invoice as well.
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Dean Ingraham commented
For shops like us who take a diagnostic payment up front before starting repairs, there is obviously an invoice attached to the ticket.