I suggest you ...

Post CID Comment for Incoming/Outgoing Calls to ALL Tickets and Customers

The automatic CID comments built into RS is one of the most powerful and useful features from a communication stance. The only issue is it doesn't work properly under certain conditions:

1. If a customer has multiple Tickets open, CID comments only post to the NEWEST open Ticket. Generally, when a customer calls in, they discuss any/all Tickets that are open. Therefore, we need to have the call information posted in ALL Tickets that are open at the time of the call.

2. If multiple customers share the same phone number, only ONE of the customers has CID comments posted to their open tickets and account. This is highly cumbersome with family members and businesses with multiple locations. Because it's impossible to guarantee which account that shared phone number is calling for, we need to have the call information posted to ALL customers who use that phone number.

We're experiencing a lot of miscommunication because we use this feature so much. It would really make us more efficient and professional looking if we could have properly posted comments to all customers and tickets. Please and thank you!

19 votes
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Ryan (Power User JP, RepairShopr) shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →


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  • Othman commented  ·   ·  Flag as inappropriate

    @Ryan, What is the CID outbound query code you are using? I checked your posts on http://feedback.repairshopr.com/forums/165658-general/suggestions/6989005 and the screenshots of how it works http://i.imgur.com/CEV80RX.jpg and I really think it's a great addition to the communication log.

    I've been digging this for sometime now, could you please shed more light on how did you setup the custom dial plan and what is the query code you used.

    And yes, I am voting for this.

  • Ryan (CTO, Pinellas Computers) commented  ·   ·  Flag as inappropriate

    We’re really needing a solution to the caller ID private ticket updates that are posting to the “oldest open ticket” in customer’s accounts. It’s really throwing us off when looking at tickets and not seeing our outbound/inbound call logs right inside of the ticket, all because there is a second (or multiple) older tickets still open.

    I think my logic is pretty reasonable in that an incoming/outgoing call is relevant to any and all open tickets. If they have more than one ticket open, there’s an almost definite chance that we’re talking about more than just the one ticket when on the phone with the customer. As such, it would be extremely helpful to see the CID private ticket comment on every ticket to help paint the picture of that ticket’s communication timeline.

    Could you please push private ticket update comments to all open tickets? It’s such a great feature, and makes auditing/training/procedures so much smoother. I’m always trying to come up with ideas that will positively affect all users, and this would certainly be an upgrade for everyone using the inbound CID lookup feature, not to mention the CID outbound query code I am using.

  • Chris commented  ·   ·  Flag as inappropriate

    I think this would help as well. It may be more posting on a bunch of different areas but is VERY handy.

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