Ryan (CTO, Pinellas Computers)

My feedback

  1. 67 votes
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      15 comments  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
      Ryan (CTO, Pinellas Computers) commented  · 

      Hey everyone! I actually made a post similar to this a few months before this one, but this one seems to have more of a following. However, this post is now over a year old and no updates have been made by @mcody, so I figured I might add in my idea to see if it would be fitting...

      I should mention that we use the Marketr automatic 2-week follow-up to request feedback. Negative experiences are urged to contact us, positive are given a link to our website which hosts direct links to Yelp, Google, Facebook, YellowPages, Thumbtack and AngiesList. This works extremely well for us, and we get a ton of reviews on those websites, and a good handful are replied directly in Marketr (which is kind of useless but oh well). And obviously if we know a customer is pissed, we just manually opt them out of email marketing to avoid them getting that email. The only things I would love to improve are these:

      1. A way to funnel unhappy clients to get in touch with us instead of leaving a bad review. Maybe like a "rate us from 1-5" on a star scale, and only forward them to the review link if they select 4 or 5. If they select 1-3, it would forward them to a private feedback form that gets emailed to us only.

      2. Make it EASIER for real customers to write a review. Maybe some kind of pre-authenticated link or API integration to allow a review to be posted without the customer having to login or create an account with the review site? I don't even think this is something RS could help with, but it would be cool...

      3. Track customer activity and feedback/reviews by using stats on the links clicked on inside of Marketr emails. A report to see HOW MANY customers open the Marketr emails, and how many click the review links. Then we could figure out how to better convert review emails to actual online reviews.

      My main idea (and the thing I think RS could help with) would be a way to CAPTURE and IMPORT reviews and ratings FROM those websites, and then UPDATE the customer's account in RS. We have a custom dropdown field in Customer settings called "Pulse" with options for "Happy" "Meh" and "Sad" where we MANUALLY keep track of online reviews and the customer's satisfaction rating. This is terribly manual, but it's really nice to be able to thank customers for positive reviews, and tell unhappy customer's we're going to work hard to make them happier than their last visit!

      Even better would be to track/report on WHICH review site the feedback was left, what was our SCORE on the review site (1-5 or A-F), and an EXCERPT of the actual review transcript (if any). Since feedback is such an important part of small business referrals - why not integrate it more in the RS system? Seeing actual feedback in the Customer Profile or on the Service Ticket, and some kind of Report on the overall "pulse" of our database would be ultra-helpful!

    • 6 votes
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        0 comments  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
        Ryan (CTO, Pinellas Computers) shared this idea  · 
      • 22 votes
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          under review  ·  4 comments  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
          Ryan (CTO, Pinellas Computers) commented  · 

          @Othman: Please see the other post with all the details on the code here: http://feedback.repairshopr.com/forums/165658-general/suggestions/6989005

          Ryan (CTO, Pinellas Computers) commented  · 

          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.

        • 1 vote
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            1 comment  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
            Ryan (CTO, Pinellas Computers) commented  · 

            More importantly, can we get a way to trigger a ticket to be created from a template, and assigned to the location that the invoice is created for? We need something better for our team to see than the direct message the admin gets.

            Also, can we have additional columns added to the /schedules/ page for:
            Date Created, Created By (Tech)

          • 51 votes
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              16 comments  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
              Ryan (CTO, Pinellas Computers) commented  · 

              @RS: Can we get this approved/planned yet?

              Ryan (CTO, Pinellas Computers) commented  · 

              I spoke with Jacob this morning about this and thought I already posted something similar to this (but couldn't find it). My related idea was to add the "draft" option, which already exists in estimates, to invoices also. That way when a tech is "building" a big invoice, it won't show in the customer portal until it's complete. This would also prevent techs from constantly forgetting to 'finalize' invoices. By default, invoices will remain 'finalized and visible on the customer portal', but with the click of a button, they'd be marked as drafts and hidden from the customer. Pretty simple, especially since it already works in estimates :)

            • 39 votes
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                8 comments  ·  General  ·  Flag idea as inappropriate…  ·  Admin →

                Just for clarification, we have multi-location inventory but this suggestion is to make it more granular “per-location” to have different settings per locations as far as what’s tracked/etc.

                Ryan (CTO, Pinellas Computers) commented  · 

                @Becca: Jason is correct. Also, ask RS to switch that location to non-inventory - they can do that!

              • 27 votes
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                  under review  ·  2 comments  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                  Ryan (CTO, Pinellas Computers) commented  · 

                  Agreed x100000. We also are closed on Sundays and close early on Saturdays. We'd like to make our SLAs be 1, 4 and 6 hours - but this isn't possible since RS doesn't know when we "close" and "reopen". Right now we use 24 and 48 hour SLAs, but even still, on Monday EVERYTHING is red on our dashboards. We need this really bad in order to provide more seamless and effective response times to customers! HELP RS!

                • 4 votes
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                    1 comment  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                    Ryan (CTO, Pinellas Computers) shared this idea  · 
                  • 7 votes
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                      under review  ·  3 comments  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                      Ryan (CTO, Pinellas Computers) commented  · 

                      I hate to say this, but this sounds a bit unreasonable.

                    • 9 votes
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                        2 comments  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                        Ryan (CTO, Pinellas Computers) commented  · 

                        This can be accomplished with Ticket Automatons.

                      • 3 votes
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                          2 comments  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                          Ryan (CTO, Pinellas Computers) commented  · 

                          Just starting to play around with ticket automations (great future!) and I'm wondering if there's a trigger I can't seem to find. We'd like to override the time settings for "stale" tickets on our ticket dashboard. Is there a way we can trigger to change the color of the ticket "blocks" on our dashboard, without modifying the status of the ticket? (We don't want to add more unnecessary statuses just to assign them a different color.)

                          Basically, we'd like to make it so that tickets marked as "invoiced" for more than seven days automatically:
                          1. Email a reminder response to the customer.
                          2. Change the color of the ticket "block" to red, so that we see it on our dashboard and reach out to them with a phone call.

                          We have these time conditions set up in the ticket dashboard settings, where it should turn red after 168 hours; but for some reason it doesn't appear to be working? If this is possible, we'd actually prefer to set up ALL timer rules for the dashboard using ticket automations, instead of the limited time conditions in the ticket dashboard settings.

                          Maybe this could be done just by adding an "action" to take it automations called "change ticket dashboard color". Then maybe just an option in the dashboard settings of "do not enforce any time triggers" to override the dashboard controls with ticket automations.

                          Thanks!

                        • 0 votes
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                            1 comment  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                            Ryan (CTO, Pinellas Computers) commented  · 

                            Just starting to play around with ticket automations (great future!) and I'm wondering if there's a trigger I can't seem to find. We'd like to override the time settings for "stale" tickets on our ticket dashboard. Is there a way we can trigger to change the color of the ticket "blocks" on our dashboard, without modifying the status of the ticket? (We don't want to add more unnecessary statuses just to assign them a different color.)

                            Basically, we'd like to make it so that tickets marked as "invoiced" for more than seven days automatically:
                            1. Email a reminder response to the customer.
                            2. Change the color of the ticket "block" to red, so that we see it on our dashboard and reach out to them with a phone call.

                            We have these time conditions set up in the ticket dashboard settings, where it should turn red after 168 hours; but for some reason it doesn't appear to be working? If this is possible, we'd actually prefer to set up ALL timer rules for the dashboard using ticket automations, instead of the limited time conditions in the ticket dashboard settings.

                            Maybe this could be done just by adding an "action" to take it automations called "change ticket dashboard color". Then maybe just an option in the dashboard settings of "do not enforce any time triggers" to override the dashboard controls with ticket automations.

                            Thanks!

                          • 4 votes
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                              1 comment  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                              Ryan (CTO, Pinellas Computers) commented  · 

                              I think this is already integrated?

                            • 1 vote
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                                1 comment  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                                Ryan (CTO, Pinellas Computers) commented  · 

                                I disagree :( Too many options on a page gets confusing. You shouldn't be able to edit Tickets from a Customer screen, edit Estimates from an Invoice, or edit Invoices from a Customer screen. It should remain as "edit parts of what you're looking at" not parts related to what you're looking at.

                                I'm all for more features and shortcuts, but I think uniformity and simplicity are hugely important, too.

                              • 28 votes
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                                  3 comments  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                                  Ryan (CTO, Pinellas Computers) commented  · 

                                  Heya Matt! We didn't see this post before submitting this one: http://feedback.repairshopr.com/forums/165658-general/suggestions/16588501

                                  Please let us know if this would also work for you :)

                                • 20 votes
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                                    2 comments  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                                    Ryan (CTO, Pinellas Computers) commented  · 

                                    This would kill two birds with one stone by also solving this request: http://feedback.repairshopr.com/forums/165658-general/suggestions/16313881

                                  • 1 vote
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                                      1 comment  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                                      Ryan (CTO, Pinellas Computers) commented  · 

                                      Hi Greg!

                                      I think this idea would be solved by implementing this previous forum post:
                                      http://feedback.repairshopr.com/forums/165658-general/suggestions/7182891

                                      WYSIWYG will keep all paragraph formatting, along with a ton of other features. Please consider moving your votes to this post and mention your specific requests on that post to get it in-progress sooner :)

                                    • 0 votes
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                                        1 comment  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                                        Ryan (CTO, Pinellas Computers) commented  · 

                                        There is also no linked record of the payment payout of Customer Purchases in the /payments list. Payments to and from customers should show on the Customer Detail page :)

                                        Ryan (CTO, Pinellas Computers) shared this idea  · 
                                      • 0 votes
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                                          0 comments  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                                          Ryan (CTO, Pinellas Computers) shared this idea  · 
                                        • 12 votes
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                                            3 comments  ·  General  ·  Flag idea as inappropriate…  ·  Admin →
                                            Ryan (CTO, Pinellas Computers) shared this idea  · 

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