Any movement on this? I'm wasting so much time and resources keeping CC info updated for our monthly residential customers! They really need to be able to log into their portal and update their saved info on Vantiv. It should auto-notify them a month before the card expires, auto-notify them when a recurring declines, allow me to one-click from their account to ask them to go update, and every notification from above should include a link to their portal.
This should be implemented regardless of comment type, but rather as a general option for Ticket Automation. We have a couple techs who somehow miss email notifications on phones, but never miss a text.
Thanks for the votes everyone, we have been watching this thread for a while and are only holding off because this seems like it will have to be a really deep/technical integration to provide the right level of value. It will probably take a ton of development time away from big things like QuickBooks/Xero integrations. We just need to wait for the right time.
I don't want ALL my customers to sync, so I would need to choose which ones (maybe it only syncs those that are ALREADY in IT Glue. I would then like there to be a button in the RS interface under the customer page that would take me directly to the customer's documentation page in IT Glue. I'm not sure it would be help to have it sync configurations (IT Glue's term for assets), but I'm sure some would find that beneficial.
This could easily be accomplished by combining several existing features into an improved Contract Manager. And I think you would greatly increase your MSP ability.
Currently there are 2 built-in options for contract reminders.
The first is just that, creating a reminder on the actual contracts page. The problem is this doesn't show up anywhere. Why doesn't the reminder get listed on the contract page? Now I have no idea if there's actually a reminder or not. Sure I could go do the reminder screen, but that's highly inefficient and defeats the purpose of a contract management page. It also ties the reminder to a specific tech - a TERRIBLE idea, because if that tech leaves and you delete their login account, it doesn't notify ANYONE!
The second way is on the Recurring Invoice page (assuming you're actually using the recurring invoice for the contract). Here, you can set it up as a General Subscription, choose the contract from the drop-down list, and check to have it create a ticket 30 days prior to expiration. This is a better option, but it needs the ability for me to choose the time period. We have it notify 120 days prior, so we can have a month to prepare, and then we actually start working with them 90 days prior. A simple way to change the ticket creation date would solve this.
There should also be a better way to get a quick overview of ALL contracts on the main contract screen - and there are MANY posts about ways to improve that. List expiration on that screen, show missing items so we can see if a contract needs to be finalized, show last time it was 'touched', and on and on.
We also need a template or something for Contract Pricing / Custom Rates. I'm tired of re-typing them every time!
Have been moving all my customers from Google to O365, but can't move ourselves because we insist on Google sign-on for RS for security.
We are doing a LOT of HaaS and I need a way to better track MY assets that are deployed at customer's sites. Right now, I can't find a great way to do this with the manager. Who do I put in the customer field? Well, I own the asset, but it's at XXXX person's office. What serial do I use? Track everything on another DB? That's complicated. Do I just enter the serial # from the product? I guess that works a bit - unless it's a custom PC that does't have an OEM serial.
I see the beta rules allows a little of this, but here's our scenario.
We use an outsourced help desk who assist our larger monthly business customers. The current rules ALMOST work for us in that we can go in and assign any lead from a specific customer to auto-assign to a tech. We could make that work, except... we would have to create a rule for EVERY managed customer, and then remember to always go and create a rule or delete rules. I'd love to just be able to assign based on customer type (the same we run an advanced search now). That way that rule would ALWAYS be up to date.
Yes. When I click "Ticket Appointment" when creating a ticket I EXPECT today's date to be both highlighted/bold and selected. This just makes sense.
This is totally a no-brainer, except, there are tons of implications. If we allow some HTML, what is the subset? Most of the formatting stuff? colors?
Once colors and sizing is allowed, does that carry through to the mobile view, to the template system?
It would take 5 minutes to put a wysiwyg on the ticket comment – but much much more consideration to do it really well in all the places ticket comments show up.
Keep voting and commenting..
For what it's worth:
1) I can see that being useful on occasion.
2) I think this is how it used to be and it's not nearly as good. You have people forget to check the box or vice versa and email are going out that aren't supposed to. I prefer the way it currently is with separate boxes.
3) Personally, I don't see a need for this.
4) Again, not something we would use.
Attachments, however, would be useful.