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Call log / call back

We have several techs with different duties. It would be great to add a call back log. Right now we have the in shop ppl email each tech when they need to call someone back. It would be awesome to be able to put the calls into RS and be able to mark them called back or maybe convert the call info to a ticket. I was thinking the lead section would be able to do this with a little adjustment. Or do a call log button. It would also be good if you could assign the call back to a certain tech. It would be a great feature so we wouldn't miss calling someone back because we got 50 more emails and the call back got pushed off the page

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    Jason Miller shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

    11 comments

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      • Dennise Marie commented  ·   ·  Flag as inappropriate

        I agree with Charles Migel. We too are looking to create a ticket when a phone call comes in, so we can either track it to completion, or convert it into a billable ticket. Having all these features in a single app would be amazing.

      • Charles Migel commented  ·   ·  Flag as inappropriate

        We get a huge number of call inquiries...it would be awesome to log those calls with a name and number and convert them to tickets if they come in.

      • Tim Nyberg commented  ·   ·  Flag as inappropriate

        Maybe tied to a "status" so it cold be used in tickets and leads. There is a lot of basic functionality like canned text that would be nice if it was working in leads also. We would love to see more in leads...

      • dave.greene commented  ·   ·  Flag as inappropriate

        I think the leads section is a great idea for closing potential clients and generating business, but it definitely needs a bit or work/tweaks.

        Having the call log would be helpful, and if I could leave a comment that would be visible in the main leads window without having to go into the indivual lead that would be great.

        Unsure of price, call with better offer
        Needs repair done quickly
        lives 150 miles away, call regarding courier
        etc

      • Chuckles (Instigator, RS User) commented  ·   ·  Flag as inappropriate

        This has been partially implemented at the Client level (looks great). Now we need it at the ticket level. SOOOO CLOOOOSE

        Add in some phone script options... Babooom - Guided phone calls with accurate logging -

      • john commented  ·   ·  Flag as inappropriate

        YAHH! Looks like this has been implemented as it is a GREAT suggestion! I think now, as Jason points out, we just need the ability/option to assign a follow up person/date (that would automatically create a reminder and generate an email for them to follow up on that date/time). I would also suggest adding a 'priority' drop down as well.

      • Jarred Casselton commented  ·   ·  Flag as inappropriate

        Making leads into a unified communication log would be great - leads, calls, reminders - all with ability to add new customers, new tickets and update existing tickets from them.

      • Matthew commented  ·   ·  Flag as inappropriate

        It would be nice to consolidate phone call information into communication log on customer page to see all 'touches' at a glance.

      • Chuckles (Instigator, RS User) commented  ·   ·  Flag as inappropriate

        Troy/Robert -

        Do you think you could use the template for the ticket timer as a way for this call log? A popup just like the ticket timer would would wonders for this part of our business.

      • Chuckles (Instigator, RS User) commented  ·   ·  Flag as inappropriate

        It would also be nice to see the ability to add customized phone scripts with this call log.

        Example:

        Initial Call about Diagnostics~

        Script: Hello! My name is "X", I work for "X". I am calling to update you on your computer diagnostics. Do you have a few minutes to share with me?

        In this popup box, it would be nice to make notes. All call logs should have date/time/employee stamps to show a clear description of who called, when they called, what happened, and what script they used.

        Not everyone is smooth on the phone so phone scripts make a big difference!

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