Customers

Customers Overview

 

The one-stop-shop for customers in RepairShopr. This is a dense KB article so if you are looking for something specific we recommend using your browser's Ctrl + F search command or the anchor links in the Table of Contents.
 
The Customers section is the home for all of your customer information and the place to go to view their historical information.

Table of Contents: 

 

Getting Started:

Navigating to the Customers tab is super easy. There will be a Customer tile along the top of RepairShopr by default. You can move it around in the Tabs Customization if you want as well. We often refer to the Customer tile as the Customer Tab in our documentation. 
 

Creating Customers

You can add a new customer from the customer page by selecting 'New Customer' here:



Alternatively, you can quickly add a new customer from the 'plus' menu option here:

When setting up a new customer, you can set up their contact information as well as some additional settings. Once created, you'll have the ability to add assets, devices, stored credit cards (via our payment integrations such as Worldpay), attachments and notes to the customer's profile. Also, once you begin to perform work for the customer, information like linked tickets, invoices, payments will all be accessible from the customer's detail page.

The 'Customer Info' section will consist of all of your customer's contact information. By default, none of these fields are set to 'required', however, you can configure this in your Customer Preference settings located at: 

Admin > Customers > Preferences.

Some important things to note regarding this section:

  • Business names take precedence over the first name / last name fields when viewing all of your customers from the main customer list.
  • The 'Mobile' drop-down expands so you can select the phone type. So, you may enter various phone numbers of different types by selecting the 'Add New Number' button.
  • The 'Add Another Address' allows you to enter multiple addresses on file. You may also choose from the types 'Bill to', 'Ship to' and 'Physical'.

Note: We use customer emails as a unique identifier among customers in RepairShopr. So, no two customers may have the same email as the primary email.

If you'd like to use the same email among multiple customer accounts, you can do so in the Additional Notification Emails or Additional Invoice CC Emails sections covered in the next section.

Alternatively, you can use the same email across different customer accounts through customer contacts. More information about customer contacts available here.

Additional Fields

The additional fields section allows you to configure some advanced settings for the customer.

Tax Rate / Tax Free: These fields will allow you to set a default tax rate for the customer or whether the customer is 'Tax Exempt' by choosing Tax Free.

SMS Service Enabled: Allows you to enable or disable SMS communication using the customer's mobile number.

Receive Billing Emails: When this is selected the top level customer email will have all billing related emails sent to them

Receive Marketing Emails: When this is selected the top level customer email address will receive Marketr emails.

Opt Out of Email Marketing: Enabling this feature will just prevent Marketr emails from being sent to this customer's email address. Email correspondence regarding invoices, tickets, etc. will still be sent to the customer's email.

No Email - Of Any Kind: Disables all email communication from being sent to this customer.

Send Portal Invitation: If enabled, it will send a portal invitation for the customer to set up and create a password. More information on using passwords with the customer portal available here.

Additional Notification / Invoice CC Emails: Allows you to add additional emails to be notified along with the primary account. Emails entered in the 'additional notification' field will receive invoice-related emails, but 'invoice CC email addresses' will not receive notifications outside of invoicing.

Additional Ticket Matching Email Addresses: If your customer has additional email addresses they use to communicate with you, add them here. Comma separated.

Default Invoice Terms: Allows you to set a default payment term for the customer. More information about invoice terms here.

Custom Fields

Customer custom fields can be accessed by selecting the 'Custom Fields' tab in the new customer section. You may also manage your customer custom fields from this the New Customer page by choosing 'Manage Custom Fields' located at the top-right of the New Customer page. More information about customer custom fields here.

 

Importing Customers

 

Overview

So you have a bunch of customers and don't want to manually enter them? I wouldn't want to manually enter them either. We have a couple of solutions for you. If you are using the Quickbooks integration or the Xero integration head here
 
 

Import customers using a CSV file.

To do this, head to Admin > Customers > Customer Import
 
Once there you will be presented with a pop up asking if you plan to use either Quickbooks or Xero accounting integrations. See below if you plan to use either of those. If not, click Dismiss and you will be presented with the import instructions.
 
 
 

NB: If you plan to use Quickbooks or Xero accounting integrations we highly recommend importing your customer's lists from those while setting them up. It will ensure that your customer lists are linked right away to Quickbooks or Xero

Start here with Quickbooks:
http://feedback.repairshopr.com/knowledgebase/articles/244415-setting-up-your-quickbooks-integration-start-here

Start here with Xero:
http://feedback.repairshopr.com/knowledgebase/articles/345348-xero-integration

 

Getting your CSV file ready

If you are a new customer, we recommend downloading the Complete CSV (as seen in the screenshot above). This is a pre-configured CSV file that you can easily drop your data in to. The complete CSV will have the following headers.
 
If you already have customers in Repairshopr that you would like to keep you can download a CSV export or your customer by going to Admin > Reports > Customers > Customer Export
 
Be sure not to modify the column headers in the first row, if any of these are modified, the CSV will likely not import, or import incorrectly:
 
 
There are some requirements for the system to create customers. 
Be sure you have at least 2 out of the 5 following columns for a successful import:
  • firstname
  • lastname
  • business_name
  • email
  • phone

 
If you have customers on your CSV without an email and/or phone, please go to Admin > Customer > Customer Preferences and turn these off as required fields before attempting the import. If your account settings require phone or email, and these fields are blank, the import will fail or come in incorrectly.
 
BONUS STEP: To make things proceed a little faster, we recommend turning off the User-based minimum requirements for customer creation (This stuff gets covered later on but I'll mention it here also). Head to Admin > Customer Preferences > "Optionally, require these fields when creating a customer" drop-down and uncheck everything > Save.
 

Custom Fields:

RepairShopr has Custom Fields that can be added here.
It is important to note that you should have these created BEFORE doing your import.

The format is: "field name:value;next field:value" so; field:value, with semicolons between them.

Setup Customer Custom Fields here

The only easy way to populate them is to set all the fields you want on a test customer, export it, and copy that column with edits to the rest of your file. It must be very exact, so take care in this, if you want it to work well for you.

Once your CSV is ready to go, you can import it from this page in Step 4 in the Import process as shown in the screenshot above

 

Importing customers from Quickbooks Desktop, QBO or Xero

 
Both the Quickbooks integration and the Xero integration have setup wizards and will prompt you to import your customers during the setup process. We strongly recommend importing your customers this way if they exist on the QB or Xero side of things.
 
This makes it so that the customers are linked to their QB/Xero counterparts, ensuring that they will sync right away without additional steps. Both integrations can be found in the App Center. Head to Admin > App Center > Quickbooks or Xero.
 

Start here with Quickbooks:
http://feedback.repairshopr.com/knowledgebase/articles/244415-setting-up-your-quickbooks-integration-start-here

Start here with Xero:
http://feedback.repairshopr.com/knowledgebase/articles/345348-xero-integration

 

Troubleshooting:

If you think your CSV file has all the right fields, but your import email from us says it imported 0 customers, try uploading your CSV to this test site and see if the columns are correct.
http://csv-validator.herokuapp.com/

Also, the CSV format must be in UTF-8 to import correctly. If you get this error in your tests, upload the CSV to Google Drive, and then re-download. This should automatically convert it to UTF-8.

 

TIP:

Generally, if you have a low percentage of failures, it's just some bad data in the import file. It the percentage is over 20% the file probably needs to be adjusted to fit our format.

The error summary is grouped by the fields that failed validation, so if it says: "email,phone,mobile invalid:" that means those records failed all of those fields at the same time. That could mean you have those fields marked as required in the settings, but they weren't found in the CSV.

 


How do I export Customers?

You can export your customers by navigating to Admin > Reports > Customer Export to CSV.



You will then be redirected to the Downloads page (can be found by going to Admin > Reports > Downloads)

If the file is large, it may take a few minutes and require you to manually refresh the page.

Once the file is ready to download, it will show up at /reports/downloads (e.g.YOURSITE.repairshopr.com/reports/downloads).

 
Refresh the page to view the customer.csv export

 

Customer Tab

This is the home of your Customer database.
 
Your customers are listed here in alphabetical order by last name and business name. The search field can be used to search by name, business name, email or phone number (there are other places in the software to quickly lookup customers also, specifically the Search All the Things field that is at the top of every page).
 
 

Customer View Modal

Anywhere that a Customer is shown on the Customer Tab, Tickets, Estimates, and Invoices, there is a hover-over icon that can be clicked to quickly view information about a customer or make quick changes to their record.

 

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Customer Detail

This page will show you everything about this customer that relates to your business. There are links and sections here for days...The idea here is to make everything easily accessible. The next section of this KB is to define things on this page. 
 
New Drop-down
 
Clicking the Orange 'New' drop-down to access the ability to create an all-new manner of things.
 
 
Appointment: Create a new appointment for the customer
 
Reminder: Set a new Reminder that is associated with this customer.

Email: Send an email to the customer.

SMS: Send an SMS to the customer (customer must have a valid mobile-type number & have SMS enabled)
 
Attachment: Upload or pull a file into the customer record from your local device or your preferred cloud storage provider like Google Cloud.
 
Invoice: Create a New Invoice.
 
Estimate: Create a New Estimate.
 
Ticket: Create a New Ticket.
 
Payment: Create a New Payment.
 
Customer Purchase: Create a New Customer Purchase.
 
Store Credit: Add Store Credit to the customer record.
 
Recurring Invoice: Create a Recurring Invoice for the customer.
 
Kabuto Subscription: Takes you to the Recur Recurring invoice with packages and policies associated. 
 
Kabuto Installer: Download the .exe installer associated with the Customer.
 
 


Editing Customer


Clicking the Edit button allows you to make changes to the Customer Record. Keep reading for more details.
 
 
You can make changes to the main contact's information for the customer record here.

 
 
If you have Ticket Warning enabled in the Ticket Preferences, you will see a check box and field to enter text that will show as a banner whenever a tech creates a ticket for this customer.
 
 
Click the Custom Fields Tab to make changes to any Customer Ticket Fields you may be used for extra data points on the customer.
 
 
The Actions drop-down here allows you to Merge or Disable customers here. With Great Power comes Great Responsibility and all that. Be certain of what you are doing as there are no take-backs
 
 
Manage Custom Fields will take you to the Customer Custom Field edit screen which is discussed

 
Print Buttons
There are 2 options for printing things from each section. There is a PDF (the option on the left) and the AutoPrintr button (the button on the right). They both offer the same printing options.  
 

 
Communication Log Tab
The Communication Log Tab displays a record of most communications that go out or come in from the customer. You are also able to record inbound/outbound communication manually to the log as well. The more info the better right?
 
 
Customer History Tab
This tab is helpful to track who has made changes to the Customer Record!
 
 
 
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Archiving Customers

Archine Customers allows you to hide/disable the Customer from being listed in your Customer List or showing in search results. Sometimes you no longer are doing business with a client and want to remove them from your listing but not lose the data. To Archive a customer head to a Customer Detail page and click Actions.

When the Archive customers button is pressed the page will refresh and you will be taken back to the Customer Index page. A banner will be shown saying the customer has been disabled.

If you want to see a list of archived customers, head to the Customer Index page and click Customer Modules > Show Archived.

To enable a customer once again, head to the Archived Customers as shown above. Then, click on a disabled user, followed by Actions > Enable.

 

 

Customer Badges

 
Our application allows you to apply customer badges or icons in order to quickly distinguish different customer types. This is done using the drop-down option in Customer Custom Fields
 
You can apply badges that will follow the customer throughout the software, giving you quick, at-a-glance information on what type of customer they are. Common examples could be distinguishing between residential, and business customers.

First, head over to Admin > Customers > Customer Custom Fields to create custom fields for your customers.
 
You can choose a few methods, including checkboxes, dropdowns, web links, or text fields.
 
To use customer badges, use dropdowns, in this example below, there are 4 "answers" for customer type.



3. After creating your custom fields and assigning badges to them, you can apply these custom fields to a new customer. Head over to Customers > Create a new customer >Additional Fields >Select the Custom field and the dropdown.
 
You can also add icons on existing customers by going to the Customer Detail Page > Edit > Custom fields > Select the custom field associated with the icon



That's it! You can now apply this custom field answer to a customer, and the badge will follow them throughout the software for quick reference:




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Customer Statements

Customer statements can be found in the Overview Section of the  Customer Detail screen, next to the make payment button. By clicking on the PDF button it will display a PDF of the customer Statement, the email button next to this will email the customer a copy of the statement

 

 
You can Edit the way customer statement looks by going to Admin > PDF/Email Templates >Statement Template
 
 
 

Merge Customers

What it does:

This allows you to merge customer records

What it doesn't do:

It does not merge the Address (city, state, zip), Prepay Hours Balance, Notes, Custom Fields, and Settings ("SMS Service Enabled" and "Opt Out - Email Marketing")

We've added the ability to merge customers within our application! 

First, go to your main customer records page.

Jackie's record was entered by mistake, and is meant to be listed as Jackie Johnson - so we're going to merge these records.



Let's merge Jackie's record into Jackie Johnson's record. To do this we need to open the customer detail page of the customer we don't want anymore, in this case, Jackie.

Once there, we'll click on Actions > Merge button.



Next, we'll enter the customer we want the record to merge to name on the far right, in this case, Jackie Johnson - this will be the record that the first customer will be merged into.



On the final screen, we'll be taken to Jackie Johnsons 's customer detail page, which will show all of Jackies tickets, invoices, and assets too - but now they are listed under Jackie Johnson.

Please Note: Merging customers is irreversible once completed, so please take care to not accidentally merge customers. :)

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Bulk Updating

Head to the Customer Tab and you will see checkboxes to the left of each customer row. You can check all on the page or individual rows. Then a black "Bulk Actions" box will become clickable and allow you to choose various actions to perform.

Bulk Actions Edit

Bulk Enable Portal Users

 

If you need to perform an update for many customers, you may find it easier to do this in Excel rather than manually updating each customer record in the application.

Steps:

  1. Export your customer file by navigating to Admin > Reports > Customer Dump to CSV.

  2. If it's a large file, this may take a few minutes. When it's ready, you'll find it in /reports/downloads.

  3. Edit the file in Excel. Detailed notes and suggestions are below.

  4. Reimport the edited file. Admin > Customers > Customer Import. (more info: http://feedback.repairshopr.com/knowledgebase/articles/258007-how-do-i-import-customers)

Columns in Customer CSV Export:

id: The unique ID that the software has assigned to that customer. It is not recommended you modify this.

firstname: The customers first name

lastname: The customer's last name.

email: The customer's email address

address: The main address for the customer

address_2: Used for apartment number, etc.

city, state, and zip: The customer's location information

phone: A phone number serves as a unique ID for the customer. It is recommended you include one.

mobile_phone: A mobile phone number is required for SMS

office_phone:  Phone number in the Office Phone category.

home_phone: Phone number in the Home Phone category.

fax_phone:  Phone number in the Fax Phone category.

other_phone: Phone number in Other Phone category.

get_sms: Set to TRUE if the customer can receive SMS messages

location_id: It is not recommended you modify this.

business_name: If the customer has a business, or if this is a business account, include the business name here

created_at: System driven. It is not recommended that you edit this unless you specifically need to.

updated_at: System driven. It is not recommended that you edit this unless you specifically need to.

referred_by: You can customize referred by sources in Admin > Customer Preferences > Additional Referred By items. These sources will then show up in the Referrals report (Admin > Reports > Customers - Referrals).


notes: Notes on Customer detail.

tax_rate: the Tax rate for Customer if different than the default. The tax rate is the code in the URL when viewing Tax Rates.

tax_free: Set to TRUE if the customer is tax-exempt.

no_email: Set to TRUE if a the customer should not be permitted to receive email or FALSE if the customer should be permitted to receive email

opt_out: Set to TRUE if customers want to opt out of marketing emails or FALSE if they want to receive them.

disabled: Set to TRUE if the customer is to be disabled.

custom_fields: Refer to the customer import document for more information

Specific Situations:

Customers have been set to "no email"

Your customers can be automatically set to no email. This happens if the system detects a bounced email from the customer. Their name will then show in Admin > Reports > Customer Opt Outs. You'll also be notified of this when you try to email them through the system. This is designed to keep your email from getting blacklisted/flagged as spam. If you have a large number of these in the system, you can perform a bulk update to reset these.

To make it so that all your customers are permitted to receive email, set no_email to FALSE. If you do not have a no_email column in your export, go ahead and add it.

You would like to delete all your customers' phone numbers:

Delete the information from the appropriate column(s).

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Customer Contacts

Is your client a family or business? You can add additional contacts to a customer record very easily (sometimes automatically: see Mailboxes)
 
First, let's start with how to activate this feature. Head to Admin > Customer Preferences > Check Enable Multiple Contacts on Customers > Hit Save
 
 
Next, you should now have the option to create Customer Contacts on the Customer Detail page.
 
 
Should you collect more than 12 contacts on a record, a search field will appear above the contact list that lets you quickly find the Contact you are looking for!
 
Direct Report: The Contact reports to the person that is selected in the drop down. The selected person will always be included as a CC on Ticket Communications.
 
 
Contact Notification Preferences: 
 
Receive Billing Emails - When selected this person will be CC'd on Billing related Emails.
 
Receive Marketing Emails - When selected this person will receive applicable Marketing email.
 
 
 
 

Custom Contact Fields

Similarly to Asset, Tickets, and Customers, you can create fields to track custom data points for your contacts. This is great if you are tracking employees for a company or need a place to store passwords owned by a particular family member of a customer. 
 
To start, head to Admin > Customers > Custom Contact Fields and click New Field
 
 
 
You will be taken to screen where you can name the field and choose the type of data that gets entered.
 
 
These are the types of fields you can choose from:
 

Text Field: Creates a text field to enter data into if you want.

CheckBox: Creates checkbox lines.

Drop Down: You can make the field with a Yes/No answer.

Web Link: A field that will allow a clickable hyperlink.

Text Area: Allows a large text field to dump text data into it.

Date Field: Allows you to choose a date.

Secret (encrypted): This field is tied to the Password Vault feature here:  

Popup: Will create a pop-up when someone visits the Customer Detail page.

Scribble: This field lets draw within the field. This is great for signatures for customers (for verification)

After you have created all the fields you want, make sure that settings are Saved and head over to a Custom Contact. When viewing or creating a Contact, the Custom Fields will display under the Contact's Details.

 
 

Customer Custom Fields 

Create fields to record specific information about your customer that you want/need to keep on file. Things like the type of customer (residential or business), or maybe specific information about the business that may need to be referenced.
 
To get started, head to Admin > Customers > Customer Custom Fields
 
 
On the next screen, you will be presented with any existing Custom Fields and have the option to edit those or re-order them.
 
 
Quick Tip: If you have been using a particular custom field on customers, do not change the name of the field. The data already contained in the field for customers previously will no longer show. Worry not, putting the name back, will cause the data to return.
 
Click the new field or Edit to get to the Custom Field Edit screen.
 
 
 The Field Type drop-down allows you to choose from a selection of options to record info! 
 

Text Field: Creates a text field to enter data into if you want.

CheckBox: Creates checkbox lines. 

Drop Down: You can make the field with a Yes/No answer.

Web Link: A field that will allow a clickable hyperlink.

Text Area: Allows a large text field to dump text data into it.

Date Field: Allows you to choose a date.

Secret (encrypted): This field is tied to the Password Vault feature here

Popup: Will create a pop-up when someone visits the Customer Detail page. Popup Note: You will first add the popup title on the customer settings page. Then, to enable a specific customer, go to their profile and complete the popup detail description. The description is what will pop up when you access the customer's profile. If only the first step is complete, in customer settings, the popup will not trigger. 

Scribble: This field lets draw within the field. This is great for signatures for customers (for verification)

 

Masked Credentials  
 
Masked Credentials are a way of safely storing customer credentials to make providing assistance or Asset management as easy as possible. The password field is salted and encrypted. The salt is per row. The password is only decrypted and sent to the client at the time that the field is clicked to be shown. 
 
There is a tab on the Customer Detail page.
 
 
Click the Credentials tab and you will see existing Masked Credentials or create new ones.
 
 
Clicking New will add a new row to the data table so that you can enter the credential information.
 

Name: This is there to help categorize the credentials so you know what it's for.

Username: Usually an email but can be whatever Username type you want (Text Field)

Host/URL: This is also a text field.

Password: Click the field to enter a password. Next time the page loads, this field will be starred

Notes: Uhh, you know what this is...

Public: This changes if the credential field is visible on the Customer Portal

After you have entered everything you should be all set. It's worth noting that once the page refreshes and moving forward the password field defaults to showing stars until clicked.

 
 
 
If you have the Masked Credentials set to be visible on the Customer Portal and the Portal User has the correct Portal User Permissions it will look like this.
 
 
Speaking of Portal User Permissions. If you want a User Group to have Credential access, you will need to head to Admin > Customers > Portal User Permissions and choose from the below options.

 
 
User Security Permissions
 
In the Security Groups, there are several ways to customize what access a non-Admin has to the feature.

Credentials - Delete

Credentials - Edit

Credentials - New

Credentials - View

Find out more information about Masked Credentials with Documents here.

 

 
Credential Access Report 
 
There is a report that allows Admins to view who has accessed the credential details along with time stamps. Head to the Reports tab or Admin > Reports > Credential Access Report to view it.
 

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Purchase History

When viewing a customer's overview/details, you can click on the tab labeled "Purchase History" to view invoiced items.  
These invoiced items are sorted chronologically, so you will get the most recent purchases from this customer at the top of the list. 
This section is intended for you to get a quick and easy glance at what a customer recently purchased to perform such actions such as refunds.
We've also included a link to the "Sales Detail Report" in case you want a more granular or broader look into this data. 
 
 
 
Important notes about this feature:
 
  1. Bundles will break up into individual line items or products here
  2. If you do not want a user/tech to access this section, please remove the "Reports - Sales Detail" option in the tech's security group. (The report catch-all "Reports - View" will work as well)
  3. Refunded items will be marked as "Refunded" for clarity

Customer Preferences

To get there, head to Admin > Customer > Customer Preferences
 
 
Turn on SMS by default: Enables SMS for each customer by default.

Enable Multiple Contacts on Customers: Allows you to have one umbrella Customer, with several points of contact within it the larger Customer record. For example, if you are working with a company with several locations/store owners, you can add each one to that same company's Customer Record.

List for tracking Referred By Lets you edit the referral source options when you create a new Customer Record. If you want to track referrals by existing customers, just enter "Customer" as one of the options and a drop-down will appear when you are adding referral sources for new customers.

Click Additional Settings to see the rest of these.

Secure with a password the portal if they have any Portal Users, even if they are invites that are unclaimed: Further secures the Customer Portal. Yay Security! 

Disable Privacy Page in Customer Portal (GDPR): Remove the Privacy Page section from the Portal

Disable Erase Me button in Customer Portal (GDPR): Remove the Delete Request button from the Customer Portal

Maintain custom names between Tickets, Estimates, and Invoices: Custom names on any derivation of tickets estimates or invoices will automatically carry over their names from one another. Learn more in the blog post.

Enable the Prepay Hours tracking feature: Allows you to sell and apply pre-payed or block hours to a Customer. You can read more about that here.

Enable a Documentation link for each customer: This enables the wiki feature for all customers. You can read more about that here.

Disable the address autocomplete: Will disable the autocomplete for addresses.

Optionally, require these fields when creating a Customer: Sets requirements for certain info fields when you create a Customer.

Disable Customer Portal and redirect to URL (Leave blank to allow access): Redirect customers to a URL of your choosing rather than have them go to the Customer Portal.

 

Customer Portal

Overview:

The Customer Portal is a place for your customers to view all sorts of information about their tickets, communicate back and forth with you to paying you!

What it Does:

Customers can be automatically invited to the Portal when they are added to RepairShopr
Customer can view existing Tickets or Create new Tickets by default
Customers can view Invoices and pay you if you are using a Payment Integration
Customers can approve or decline Estimates
Customers can View uploaded documents
Customers can be Assets you have worked on
Customer can view past payment amounts
 
(Read through the article to get more details on the above)

What it Doesn't Do:

It's not an actual portal created from folded space-time. Well, maybe in a different universe it is anyway.
 
 
 
 
Getting Started
 
First, where is the Customer Portal? Head to the Customer Detail Page and on the left side there is a section called "Customer Information." At the bottom of the section, there is a link called Customer Online Profile (Customer Portal) that can is available as long as there is an email for the customer entered in their info. This will be where you can access the Customer's Portal to see what they can see.
 

The idea of the Customer Portal is to bring another level of communication to your customers to stay informed about their repairs or work being conducted by your shop. The Customer Portal is automatically created for every customer in the system that has an email address entered. We include a link to the Customer Portal in the footer of emails that go out to customers to be the default. Of course, that can be changed in the PDF/Email Template section of Admin.

Let's start with what it looks like first!
 
 
Let's go through the sections that are on here to explore what can be done on the Portal starting the top.

 
Ticket Section:
 
 
Clicking the Ticket number will take the customer to the Ticket Detail where you have the below functions.
 
 
So in case, it's not clear, there are some handy things happening here:
 
  • The customer can see messages that are sent to them from a ticket here
  • The customer can send you messages and they will be applied directly to the ticket. There are even notifications you can set in the Notification Center to be alerted when this happens!
  • Files can be attached to the Ticket such as documents, images or any type of file that may be relevant to the job
  • The Customer can also open new tickets from the Ticket section as well to request work. Check out this article to learn more about Portal Permissions
Invoice Section:
 
 
Things to note here are:
 
If you are using one of our Integrated Payment Gateways or PayPal, customers can pay their invoices in the Customer Portal. They can choose to pay individually or multiple invoices at once. Clicking the Invoice number on the right will take them to the detail screen for the invoice.
 
 
Fun things to note:
 
  • On the Invoice Detail screen, the customer can view the invoice as a PDF or download it locally to their computer.
  • If connected to a Payment Gateway that is enabled there will be a button to process their payments.
  • If you are logged in as an admin and click "Customer Online Profile," you will not see the green Pay Now buttons. To get around this, right click that link and select "Open Link in Incognito Window" or "Open in InPrivate Window." If you do not see that option, select Copy Link, then open a Private Browsing Window. In either case, then sign in as the customer.
Recent Payments, Estimates, Attachments, and Asset Sections:
 

Portal Users:

While by default it is possible to get directly into the Customer Portal, we do have a feature that allows you to provide the customer a Username and password to secure their Portal. If the customer has employees that may need to use the portal or that may submit work requests, we recommend also turning on Contacts in the Customer Preferences.

The Portal Users are housed on the Customer detail page for a customer. Head there and scroll down to the Portal User section that looks like this:
 
 
Click the New button in the Portal Users section to get started:
 
 
We will populate the "Customer/Contact" section with the primary customer. This field is a drop-down that allows you to select from the Customer Contacts as well.
 
 
The Login field will default to the email aaddress for the customer record. This is the username for signing in to the Portal. We recommend always using an email address for this so that the customer can self serve password resets in the Customer Portal.
 
 
To enable Portal Users on Contacts, click the Contacts tab on the Customer Detail page, then on each Contact you'd like a Portal User for, there is a check box to enable for that record. Clicking save will create a user in the Portal User section.
 
 
After hitting Save a couple options appear. You can choose the Portal Security Group that the Contact is assigned to. This determines the level of access they have in the Customer Portal. You can also choose to turn on MFA for the Contact here as well (recommended).
 
 
Once the Portal User is created, a Red button called Password Reset will appear. You can click this button and have the option to manually reset the password for the contact's Portal User or to send them a Password Reset email.
 
 
Portal User Login Override
 
If you have a Contact record that has not provided or won't give you and email address, then when you activate the Portal User option, a field will appear called "Portal Login Override" that will allow you to enter a text and/or number string that would be used in place of a email to login to the Portal.
 
Please Note: If the Contact record has a email address then this field will not appear. There is no way to make this field appear when an email address is saved for the Contact.
 
There are Email Templates for the Portal Invitation and the Password Reset functions that you can customize by heading to Admin > PDF/EMail Templates > Email Templates.
 
 
Customer Portal MFA
 
Expand the Portal User options and check the MFA option.
 
 
Once the MFA option is checked, the next time the User logs in, they will be prompted to configure MFA for their account. No additional action on your end is needed.
 
 
 
It is also worth noting that we have a function to automatically send Portal User invites when the customer and contact are created in RepairShopr. You can activate that in the Customer Preferences > Advanced > Always Send Portal Invites to New Customers > Save.
 
 
The Password field will always default to empty when manually creating contacts. You can create a password for the Portal User or send them an email invitation for them to create their own (recommended).
 
Customer Portal Redirect  
 
It is also possible to Redirect the Customer Portal if you do not want customers using the Portal to a URL of your choosing. 
 
A good example might be you could direct your customers to a Custom Widget or maybe a page on your business website.
 
To do this, head to Admin > Customer Preferences > Advanced > Disable Customer Portal and redirect to URL (Leave blank to allow access) > Save.
 

Portal User Permission Groups

By default, Contacts will be included in a Limited View security Group which prevents them from seeing a bunch of things in the Customer Portal. For the adventurous of you, it's possible to customize what your customers see and do in the Customer Portal.

You'll see when you create a Portal User that there are 3 default groups to start.

Admin Portal Group - Can see everything
Limited Portal Group - Can't see billing-related items
No Portal Access - Uh...No Portal Access?

You can edit the existing groups or create your own! To do this, head to Admin > Customers > Portal User Permission Groups. This section behaves almost exactly like Security Groups for Users.

You can click the name of existing Groups to rename them. The far-right context dots can be clicked to allow - edit, delete, clone or to Set Default.

Clicking Create New or edit will display the options available.

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Documentation Center

Overview

Welcome to the new and improved Documentation Center! Here, you can store free-form text like help documents, customer information, user guides, and more.  

What it does

  • Gives you a place to put content for your team with a nice HTML editor so you can create all kinds of nice-looking content, including images and videos
  • Easily create parent pages to link them children pages to create a hierarchy
  • Add links to other pages, websites, custom widgets, booking calendars, and more
  • Set document privileges to give all, one or no customers access to certain documents in their customer portal
  • Add a navigation sidebar to organize your documentation internally
  • Create customer-specific documentation for each customer utilizing our template tags, making cloning documents for each specific customer that much easier
  • Create templates to quickly set up new articles for customers

What it doesn't do

  • Cannot link documents to assets (coming soon).

Getting Started with Customer Documentation

The customer wiki, located on the main customer detail page, is a place to include many details about your customer both internally, and externally in the customer portal. You can enable it under Admin > Customers > Preferences:

 
Once you have enabled this setting, you will be able to view and create a customer documentation page on their customer details page:
 
 
Once you've clicked the 'Customer Wiki Page' link for the first time, you'll be prompted to create the first wiki page for that customer: 
 
 
Uploading Images/Files 

Once you upload your image, there are 2 options for image size. Clicking either one will copy a URL to your clipboard. Once it's been copied, head to the Insert button > Image > In the Source field, paste the URL and Save. Your image should then load into the editor. Easy!
 
Now that you have created your article and set it to be visible in the customer portal, you can revisit the customer to view their new link to their customer documentation!
 

You can also click the "Customer Online Profile" link to view what the customer sees inside their portal for their newly created documentation section:

 
Clicking on the document's link will take you to the customer's documentation, with the proper information replacing the template tags you added earlier:
 

Important notes for customer documents:

  1. If you want the customer to have access to this documentation, set the page type to Customer Portal
  2. If you do not want to associate this page to a specific customer, but would like all customers to have access to this documentation, leave the Customer Name blank
  3. On the other hand, if you only want certain customer access to this page, please ensure to add the customer's name from the dropdown when typing the name into the text field
Getting Started with Internal Documentation
 
Firstly, we need to find the Documentation Center! If it is not already in your top navigation bar, make sure to enable it in under "Admin" > "Tabs Customization".  
 
Once you do, click on the navigation tab for "Documentation" to get started! You should see a page that looks a little like this:
 
 
Once here, you will want to click "New Page" to add a new document. Just make sure to add a Page Name and mark the Page Type as internal, and you should be all set!  
 
Keep in mind that you can create "Parent-Child" by adding links to documents like this:
 
For internal wiki pages, you will only need to add the "Page Name" of the document to the URL text field. For external URLs, you will want to add the full URL to the URL text field.
 
Documentation Templates 
 
You can create templates to quickly generate a new article on the fly for customers by selecting the "Template" page type in the drop-down on the Documentation Editor.
 
 
Next, add in the structure of the template and save it! Once the template is created, a tag will be displayed next to the title when viewing the template on the editor page to help call out that it's a template.
 
 
Now when you want to create a new document for a customer all you need to do is head to the Customer Detail screen, scroll to the Document section, and click New. On the following page, there will be a drop-down where the template can be selected to generate.
 
 
 
If there is anything we missed, or you would like clarification on, please do not hesitate to reach out to help@repairshopr.com! We are more than happy to help. =) 
 
Masked Credentials  
 
You can add Masked Credentials to the Documentation section! Head to the Documentation tab and edit an existing Document or click New to start a new one. You will see the Credentials section at the bottom of the page.
 
 
Click New Credentials to get started.
 
 
Once you click the New button a section will appear in the table.
 
 
Name: This is there to help categorize the credentials so you know what it's for.
Username: Usually an email but can be whatever Username type you want (Text Field)
Host/URL: This is also a text field.
Password: Click the field to enter a password. Next time the page loads, this field will be starred
Notes: Uhh, you know what this is...
Public: This changes if the credential field is visible on the Customer Portal
 
This is what the Document will look like when a tech is viewing it.
 
 
This is what the document looks like if the customer has the appropriate Portal Permissions.
 
 
Speaking of Portal Permissions! Here are the options at Admin > Customers > Customer Portal Permissions. These are not enabled by default.
 
 
User Permissions
 
In the Security Groups, there are several ways to customize what access a non-Admin has to the feature.

Credentials - Delete

Credentials - Edit

Credentials - New

Credentials - View

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Prepay Hours (Block Hours)

Prepay Hours allow you to sell blocks of service hours to be applied to an invoice at a later date. They can be tracked in reports, added to service level agreements and contracts or combined with discounts in the form of packaged deals.

The customer knows what they pay every month and the business receives steady revenue whether the service is used or not.

What it Does

  • Allows you to set a charge for pre-paid hours and add as a line item on an invoice
  • Automatically deducts prepay hours and adjusts balance when labor is added
  • Clear/Reset options on Prepay Hours on a recurring invoice
  • Works on Ticket Charges/Line Items

What it Doesn't Do

  • There isn't an option to add discounts on prepay hours. Discounts must be added using the same discount method for all invoice line items. You can read more about setting up discounts here.
  • Does not work in the POS module

Getting Started:

First Enable Prepay hours by heading over to the "Admin" tab and selecting "Customer Preferences"
Check the box that says "Enable the Prepay Hours Tracking Feature"




Then create a Prepay Hours inventory item. Head over to the "Inventory" tab and select the green "New Item" button.




Fill in required fields, make sure to select "Prepay Hours" as a category.

This is very important and it is what will trigger the system to adjust automatically when an item with the "Labor" Category is added as a line item to an invoice.

Set the price and then select the "Create Product Button"



You can now add Prepay Hours as a line item to an invoice. Note: The number of hours added to the customer's prepay hours is dependant on the quantity line item.  So if you bill for one Prepay Hour line item, you will add 1 prepay hour to the customer. 



Complete check out by selecting the green "Take Payment" button.

Sometimes users get confused about how to deduct hours. The main thing to remember is:

  • Inventory items with the category "Prepay hours" ADD prepaid hours to a customer account.
  • Inventory items with the category "Labor" SUBTRACT these hours from the customer account.

Setting up Expiring Prepay Hours

If you plan to have your Prepay Hours expire and reset at the end of the month you can set it up by following the simple steps below.

Head over to the "Invoices" tab" and select the "Inventory Modules" dropdown.

Then select Recurring Invoices and from there click on the yellow edit button to edit an existing Recurring Invoice.

Check the box that says "Clear/Reset Prepay Hours (before this runs)"


Add the Prepay Hours item as a Line item. And you are all set!

Setting up Deductible Labor  

There may be cases where you will need a labor item to show up on the ticket timer for tracking but don't want the pre-pay hour pulled for that labor item.
 
To do this simply add a sub-category to the "Labor" category that doesn't start with
"Labor".
 
For example, all of these categories would deduct from PrePay Hours

Labor
Labor - Labor A
Labor - Labor B

These Subcategories would not deduct "Pre-Pay Hours"

Labor - Non-PrePay Hours
Labor - Misc

 
 


GDPR - General Data Protection Regulation

The General Data Protection Regulation ("GDPR") will be enforced starting May 25, 2018, and RepairShopr is committed to being compliant and providing our clients with the tools they need to also be compliant.

GDPR can be broken down into some primary categories that you should address to be compliant:

  1. Specific and Unbundled Consent
  2. Data Portability
  3. Right to Erasure (aka Right to be Forgotten)
  4. Breach Notification Policy
  5. Supporting Documentation

We have created separate articles for GDPR, depending on whether you are trying to understand how RepairShopr complies and what policies we have in place or if you're looking to find out about the tools we give you to help you become compliant with GDPR. Find the relevant link below to continue.

GDPR - RepairShopr and Your Business

The General Data Protection Regulation ("GDPR") will be enforced starting May 25, 2018, and RepairShopr is committed to being compliant and providing our clients with the tools they need to also be compliant.

This page is about how RepairShopr is compliant in our relationship with you (our users).

GDPR can be broken down into some primary categories:

  1. Specific and Unbundled Consent
  2. Data Portability
  3. Right to Erasure (aka Right to be Forgotten)
  4. Breach Notification Policy
  5. Supporting Documentation

Specific and Unbundled Consent

We are careful to respect your desire to be marketed to or not. If you feel you are receiving marketing communication that you did not consent to, please contact us so we can address it immediately. There is a link to the right of this page - "Contact support."

Data Portability

We make it easy to download a portable copy of your data. Just email us and we'll send you a copy electronically. There is a link to the right of this page - "Contact support."

Right to Erasure

We accommodate your right to erasure via a support ticket. Please contact us and we will take care of it! There is a link to the right of this page - "Contact support."

Breach Notification Policy

Our policy is that we will notify you within 72 hours of discovering a breach.

Subprocessors and Subcontractors

What is a Subprocessor? A subprocessor is a third party data processor engaged by RepairShopr, who has or potentially will have access to or process Service Data (which may contain Personal Data). RepairShopr engages different types of subprocessors to perform various functions as explained below. RepairShopr refers to third parties that do not have access to or process Service Data but who are otherwise used to provide the Services as “subcontractors” and not subprocessors.

RepairShopr only stores your data with the Privacy Shield covered entities below. See links for reference.

Subprocessors

Third-Party Resources

GDPR - Your Business and Your Customers

The General Data Protection Regulation ("GDPR") will be enforced starting May 25, 2018, and RepairShopr is committed to being compliant and providing our clients with the tools they need to also be compliant.

This page is about how RepairShopr is helping you to be compliant with your Customers.

GDPR can be broken down into some primary categories that you should address to be compliant:

Enabling GDPR Functionality

Please note that certain GDPR features must be enabled to be seen and used within RepairShopr. To enable, please go to Admin > GDPR Center > and check-mark the box "Enable GDPR Functionality."

You cannot default any "opt-in" fields for consent to market to "consent". If you want to store someone's information for the general processing of their data, you should ask for that. If you also want to market to them, you need to separately (unbundled) ask them to opt-in to that.

To reliably track consent in RepairShopr, we have provided a few new features.

Initial Setup & Creating a Customer

First, you can now head to the GDPR Center in the Administration section and configure your consent messaging. We have provided some sample text so you have an idea of what belongs in this message.

 

After you have that configured, you might notice the three new fields on the "New Customer" screen, where the old "opt-in" checkboxes were.

 

  • If you don't check the first box which says you have their consent to at least store their information for normal business processes, the form won't be valid to continue.

 

  • If you do check any of these boxes and continue, a "Consent" record is stored in the database permanently for your future reference. The consent record will store the date and time, the communication method note you provide (ex; "verbally consented"), and a copy of the actual text they agreed to.

 

  • To be reminded of the exact text you want them to agree to, you can hover over each field and the consent text you put in the prior step will pop up.

Modifying a Consent

You can also modify a consent if a Customer contacts you and says they have changed their mind about consent.

To adjust a consent, head to the Customer Detail screen and look for the new "GDPR" button. (This requires a new permission, only global admins have this by default.)

Consent Tracking Section:

The Consent Tracking Section will show opt-in and opt-out history, the source (where from, also the tech that acted if applicable), the wording they agreed to, and a timestamp when the customer agreed to it.

IMPORTANT NOTE: When modifying Consent you must select options for all 3 as they will update when you click Update.

Modifying in Bulk

In case you've already been collecting consent outside of RepairShopr, or you are importing Customers that have consented elsewhere, we've provided a bulk consent tool. This tool is in Admin -> GDPR Center. It allows you to mass-update each type of consent for all Customers in the database.

Best Practice: We recommend sending out your GDPR Consent Campaign first, then after it has been sent, head to the bulk consent and opt-out your database. That way, only the customers that provide consent from the email campaign will continue to receive your marketing and those that don't are opt-out correctly.

Self-Service Modifying via the Portal

Customers can use the Portal to manage their communication settings. They will have a new link in the upper right-hand corner of the Portal which will take them to a page where they can manage their Privacy Settings - Data and Communication Settings.

Bulk Email Consent Request

We placed a GDPR Consent Template that can be used to seek consent from all of your customers. Head to the Marketr Tab and scroll down to the templates. You will see the GDPR Template in the top row.

There is a new tag that can be used for your customers to quickly give consent in one click!

{{online_profile_privacy_confirm_opt_in_url}}

Data Portability

A person should be able to get a "portable" (machine-readable format) copy of the personal data you're storing about them whenever they desire.

We enable that in the Customer Portal. They can click into the Portal, click "Privacy Settings" in the upper right-hand corner, and click to "request data."

You can also easily do this for them by clicking the "Online profile" link from the Customer Detail screen and clicking the "request data" button.

Right to Erasure

A person should be able to request their personal information to be erased from your systems. You should know exactly where it's being stored and be able to comply with their request. There are some big exceptions to this rule for what the language calls "future legal defense" and also "where deleting the data would conflict with any other legislation." More on this later.

You should read up on this requirement of GDPR to see if/when you need to process an erasure. It seems there are possible reasons you would want to decline, but in the event, you want to process this for them we give you these tools.

First, in the Customer Portal, they can click "Erase Me" and it will NOT erase them, but it will send you a request via a Ticket so you can choose how to process it.

Second, on the Customer Detail screen, when you click to "GDPR", you get some controls on the page that are dynamic, based on what data is present on this Customer.

If it's just an empty Customer, with no Tickets or Invoices, there will be a button allowing you to delete them and do an actual "Purge" - this is completely irreversible.

If this Customer has any Tickets or Invoices, the button will change to "Soft Delete - Keep financial records due to other record-keeping rules." This will "erase" them in many functional ways, but the Ticket/Invoice data will still be in the system and discoverable. They will not be able to receive emails in this state, and will not be present in Customer CSV Exports, so you won't accidentally contact them in the future.

At the bottom of this image:

Breach Notification Policy

You are required to report a breach once discovered within no more than 72 hours except where the notification could result in a risk to rights or freedoms to others. There are requirements to what that notification includes and you can easily write something up based on the legislation text found here.

We don't provide a tool for this, but if RepairShopr is breached you can be sure we will report to you per the GDPR rules. We can't offer specific legal advice here but you may want to have a policy ready that says how you will respond to a breach. We feel it's a little unclear if every small business needs to build all these policies.

Supporting Documentation

If you store personal information in online systems you should maintain a list of them for others to see and understand where their data is. American companies that store data are registering with PrivacyShield.org.

RepairShopr will publish a list of relevant hosts and services online here, you may refer your Customers to this or create your pages. We are not 100% clear what would make you compliant in this regard.

Third-Party Resources

 
 
 

Store Credit

What it does:
Store Credit works sort of like you might think of a gift card or deposit payments.

What it doesn't do:
Once you added Store credit to a customer you cannot simply remove the credit. The payment attached to the store credit either has to be added to another invoice or the payment needs to be deleted.


Table of Contents


Overview


There are a couple of simple ways to create store credit.

  1. You can make a Customer Purchase and give them credit instead of cash/check/etc
  2. You can do a Refund, and credit them with Store Credit
  3. You can add Store Credit from the Customer page (New > Store Credit), which will not be associated with a transaction

 

Customer Purchases

For Customer Purchases, just make sure you have a "Store Credit" payment method, and it's set to behave as Store Credit. To do this go to Admin > Invoices > Payment Methods >New Payment Method > In the Payment Type select the >Store Credit Dropdown



Then in the Customer Purchase, you can "pay them" in Store Credit - and it will maintain a balance that is available to use on future invoices.



Invoice Refunds

Invoice Refunds will work similarly, you can also pay it out to Store Credit and it will be available to use in the future.

Then you'll see the credit balance on the Customer Detail page like this



Applying Credit to an invoice

To apply this credit on an Invoice.

1. Go to the invoice
2. Select the Take Payment button
3. Look for the customer credit balance above the payment >  Select Apply
4. Choose the amount to apply and then "Apply Payment"

This payment will then be added to the invoice.

Please see the screen-recording below on how to do this

 

Removing a Credit Balance


To remove stored Credit, you would have to delete the payment that was applied to this customer without an invoice attached to it. All payments can be viewed by going to the customer detail screen and scrolling down to the Payments section. Here you would be able to see payments that don't have an invoice number attached.

Please note: Any overpayments on invoices would also reflect as Credit, but for this, you would need to go through each invoice and check if an overpayment has been made



Once you found the payment you can select it by clicking on the date > Go to the payment and select the Delete button




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Contract Management

Contract manager gives you a digital place to store your agreements you have with your customers. It could be as simple as defining a start/end date for an antivirus subscription or as complex as a managed service contract with defined product discounts and service level agreements.


What it Does

  • Allows you to create contracts that can be attached to SLA's
  • Gives you a place to attach signed copies of agreements you might have
  • Tracks start/end dates, notes, etc for your sales people
  • Allows for defining an SLA to apply to a customer
  • Allows for defining price overrides for any products/services you sell
  • Add reminders, assign a technician, and send emails directly to client from contract
  • Get notified when agreement is getting close to due date
  • Can automatically stop recurring invoices at the end date if you attach them

What it Doesn't Do

  • Electronic document signing (coming soon elsewhere)

 

Index of Contract management

 

Tour


To create a contract head over to Customer's tab, select "Customer's Module" and then select "Contract Manager"




Select the green "New Contract" button to start a new Customer Contract.



You will then see the screen below. Customer name will auto-populate as you type. From there you will want to name the contract, give it an estimated, likelihood it will close, start and end date, the primary contact, and description. If there is an SLA agreement in place select the dropdown and select the agreement you would like to add.

Select the checkbox if you want the contract to apply to all tickets including existing ones. Leave it unchecked if you only want the contract to apply to tickets going forward.

Then select orange "create contract" button to complete the process.




You will then be brought to the screen below. You can add attachments, reminders, or send out an email via the box highlighted below.

You can also change the contract details at any point by clicking on the options within the white box underneath the "Contract" box or the blue "edit" button on the top right.


 

Clone Contracts

 
It is now possible to clone contracts for fast Contract generation. 
 
(Recommended: Take some time to create Contract templates for your various service offerings. That way when you sign/sell a contract you can quickly pull up the template and clone away)
 
 
Next search your customer
 
 
That's it!

Contract Pricing

 
This will allow you to set special rates for customers on any items within your inventory, including labor.

Simply search for an item by typing the "product's name". The name and original price will auto-populate the fields. You can then change the price under "Contract Price(override)", from there click on "add override".




When you go to an invoice and add the line item to an invoice, it will automatically apply the discount!





Important Note: Once a contract rate is created it will override any manual changes made within the "Add/view charges" module. If you change or add a contract, only line items added after that change will be affected. Previously added line items would still be at the settings that were in effect when they were added.



Product Blacklist

 
You can add products to this field to prevent the selling of products to the customer attached to the Contract. This way someone doesn't accidentally add the wrong product!




Service Level Agreements

You can attach SLA's to your Contracts which are then applied to Tickets when they are generated for your customers. This enables you to then ensure Time to Contact and Time to Resolution for your clients. It also provides some alerting so that you know when Tickets are opened for contracted clients along with some other options.

Start by heading to the Contact Index page and clicking the SLA button in the upper right.

 

On the next screen you can create or manage existing SLA settings with a selection of options.

 

Creating New SLAS or Editing Existing SLAs

Clicking either New SLA or the edit button on an existing SLA will present a pop up with some settings to be used with the SLA to make it work how you'd prefer.

 

 

Time To Response - The time in minutes, hours or days between when the ticket is created and a tech replies using a Public Comment on a ticket. AutoResponders don't count!

Time to Resolution - The time in minutes, hours or days between the time a ticket is created and the ticket status of the ticket is set to Resolved.

SLA Breach Warning - The time in minutes, hours or days that the system will warn you that the ticket is approaching both of the above. This setting is tied to Notification Center Alerts for your team. Make sure these are active in the Notification Center!

Your SLA Schedule - Toggle if you want the SLA to use your set Business Hours or if you want to set a custom hours rule to follow

Head to the Business Hours KB for more info.

Pause countdown for select ticket statuses - Choose to pause the SLA timer on a ticket if certain Ticket Statuses are used on the Ticket

Assign to Tech - Automatically assign a specific tech to tickets with this SLA
 
Re-Assign to Tech if breached - Change the Ticket assignment if the SLA is breached.
 
Set Priority - Set the priority level of the ticket automatically.

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