Ryan (CTO, Pinellas Computers)
My feedback
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12 votes
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63 votes
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
@Seby: Square is a flat-rate of 2.75% for CP and flat-rate of 3.5%+30cents for CNP. We are currently using TNBCI and pay interchange+.05% which totals anywhere from 1.50-2.05% of our gross (including the Auth.net gateway). Square WILL offer anyone with high volume (over $25k/mo) a CUSTOM RATE if you provide them with 1-2 years of past merchant statements. They offered us 2.0% flat-rate for CP and said they would further adjust it after a few months of seeing the card types we often get.
@Troy: Square is by FAR the easiest and "prettiest" merchant company around. I've been with 3 different companies now and miss how simple it was working with Square. Process $50k in cards last month - my cost was 2.0% of that - DONE! No fine print, no interchange fees, no gateway, no per transaction fees - just a flat-rate. Apparently WooCommerce and another [FILTERED_WEBSITE] has figured this out. Could you speak with the rep I emailed to you?
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
Just received another communication from Square's business consulting team. They are VERY INTERESTED in getting RS to work with their PC API integration, in addition to the (already integrated) iOS API. I provided the rep "Haley" a link to this post and told her to reach out to you guys @RS @Troy @Robert.
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
Agreed on this!
We recently got a call from square offering us custom rates which are very competitive to our current interchange-plus rates, and Square's simplicity is really worth switching. They said it looks like RS currently uses their "Register-API", but they also have a Web-API allowing payments to process on non-iOS hardware (ie. a PC). It would work just like Authorize.net and Vantive - which is what we want.
They sent me these links if you'd be able to look into it:
https://squareup.com/developers
https://docs.connect.squareup.com/ -
68 votes
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..
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
@Troy: So can NOTHING be done? We're at square one right now, so ANYTHING would be an improvement... Surprise us?
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
@Troy: How about exactly what I mocked up? With the exception of two changes in the comments, a fairly large number of votes have been cast following my mocks. The biggest question is rather or not to keep two separate comment boxes; which IMO wastes space and is unnecessary when a [blank] drop-down would force the delivery audience to be specified; therein eliminating incorrect delivery.
As for the HTML subset - how about exactly the same as used in templates on the backend? I think it's obvious that the majority of RS users don't want flashy colors and cat emojis; but instead want some BASIC features like bold, list bullets, and font sizes. As you've said before, why not deliver a feature that is a not-perfected improvement, and then perfect it over time - like everything else in RS seems to be?
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
@Adam: THANKS!
@Chad: Agreed!
@Chris: The default would be NOTHING so it would be required to set it as Public vs Private
@RS: Any updates on this? Almost 2 YEARS with NO UPDATES of any kind?!An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
I still consider this to be the best solution to this feedback request. Please everyone provide some feedback if you think differently, or remind @RS we really have wanted this for over a year. http://i.imgur.com/AicNdtP.png
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
@Everyone: I've just finished up my mock-up of the actual view of ticket updates. It's a rough draft only because I'm busy - but I really wanted to let everyone see:
http://i.imgur.com/KN4MzIM.jpg
This would cover the following:
Was the ticket update emailed or not?
Who received the email?
Was a sub-contact or CC emailed?
Sending to the tech only and not the customer.
Colors defining who was messaged and in what delivery fashion.
Is the ticket comment public in the portal/PDF?
Ability to edit private (non-emailed) notes.
Ability to change which tech receives the email.An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
@Chris: With my mock-up, the default settings in the drop-downs for public/private will be [BLANK] which would require techs to always specify how and to whom the message is shown to. Although this is manual (which I hiss at the thought of), I think every ticket update is unique and some need to be emailed to the techs only, others to the customer only, others to no one at all, etc. With this setup, techs will always have the question in their mind ("Who needs to get this message?") before actually submitting it. I think this will result in customers getting only the relevant emails they need, and not getting bombed with unnecessary updates.
Further, it provides more power to email staff-only, without sending the customer unimportant updates. I tried to design the mock-ups to add as much power/features as I could, while being as space saving as possible. Not sure how else we'd have room for signatures, attachments, canned responses, Cc/Bcc, and WYSIWYG with two comment boxes. Really came down to not wasting space (duplicate text boxes) if possible. Your thoughts?
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
@Troy: Is there any update on this topic? This isn't necessarily a big deal in itself, but it is a prerequisite for updating/fixing other modules in the app, including things like:
- Ability to identify/differentiate between comments that were emailed vs not emailed
- Editing private ticket comments, or public comments that were not emailed
- Audit tracking who exactly was emailed (if multiple contacts exist)An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
Completely agreed with all of these update suggestions. I have created two mock-up variants of a solution that allows for all of these requests to come alive AND MORE! Some of the features in this include:
Add assigned contacts (linked contacts under that customer) as a CC email
Add external contacts (not in your database) as a CC email
Eliminates the side-by-side duplicate text field boxes
Adds all standard WYSIWYG features (already being used in templates editor)
Allows signature to be inserted (just like canned responses)
Allows files to be attached via drag-and-drop into the messageHere are the mock-ups:
http://i.imgur.com/AicNdtP.png
http://i.imgur.com/HwxFXH6.pngIn addition to all of that, my BIGGEST idea is to upgrade is the comment DELIVERY AUDIENCE and VISIBILITY METHOD. Right now, there's just Public and Private, with the option to not email on Public. These are only 3 delivery scenarios out of a total of 6. We need to be able to specify exactly WHO gets the message, as well as HOW the message can be viewed. Here are the details…
What we have:
Public comments emailed to everyone (both customer and tech)
Public comments emailed at no one
Private comments emailed to no oneWhat we don’t have:
Public comments emailed to the customer only (tech doesn’t need informed)
Public comments emailed to the technician only (customer doesn’t need informed - rare)
Private comments emailed to the technician only (communication about problems/customer)This is the ANSWER! It solves ALL of the issues we have! Let’s make it happen
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
I'm actually in the beginning stages of mocking up a complete revamp to the ticket comments section. It covers a lot of the same topics mentioned here, as well as defaults that force users to specify important details like: whether the comment is emailed or not, as well as specify what the comment type is. Too often our users are emailing a comment without changing the comment type.
I expect to have this done in the next week or so. Stay tuned.
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2 votes
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
Votes for this might help: http://feedback.repairshopr.com/forums/165658-general/suggestions/17572705-more-then-2-price-tiers
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22 votes
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
Copying my post that had less votes and redirecting new votes to here:
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Pricing Fields for Inventory/Products: MSRP/Retail, Sale/Override, Customer Price, Company Cost
-----------------There are more $$$ fields than just price and cost for most product and inventory items. Obviously, Price and Cost are both equally important, but there's also other factors that heavily influence purchasing decisions in the retail and service industry. The two main ones that come to mind are MSRP/RETAIL pricing and SALE/DISCOUNT pricing.
What do customers hate the thought of? Paying FULL PRICE for something! That's why you /show/ them the msrp/retail price, so they know they're NOT paying it. On top of just showing the customer this information, it's infinitely helpful being able to reference these details when working with inventory. We're constantly having to look up the msrp of products we sell, because we don't have a defined field to put that information in on the product page in RS.
What do customers LOVE the thought of? SAVING MONEY! That's why if you are offering products/services below msrp, you want to /show/ the customer how much money you're SAVING them. Adding the "Sale" price field would both make your customer happier (on the psychological side) and would allow us to more easily have sporadic sales and discounts, where we can easily make a temporary price change to a product (including non-serialized inventory) and then change it back without losing our normal reference price.
Simple, simple, simple implementation: Just add "MSRP/Retail Price" and "Sale/Discount Price" fields to the already existing "Customer Price" and "Company Cost" fields in products. MRSP/Retail would just be a reference point for customers and staff, and Sale/Discount (if set) would override the Customer Price. These additions would NOT clash with existing settings, or change anything RS users currently have setup, if the fields are added and start out as blank.
* Call the idea police! We've got ideas coming from left and right over here! *
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
Along with this, it would also be very helpful to have an "MSRP" price. This would be mainly for internal reference, but would also show on estimates/invoices (with a strikethrough) to show the customer how much we are below retail (even if it's only like $19.99 MSRP compared to $19.95 retail). Perceived value matters to the customer!
In all, there should be a customizable number of pricing tiers (1, 2, 3, etc) and we'd be able to "label" the tiers for reference (MSRP, Retail, B2B, Partner, Wholesale, Employee, Cost, etc).
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8 votes
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
@RS: This appears to be a duplicate of a similar idea. Can these be merged? http://feedback.repairshopr.com/forums/165658-general/suggestions/5531550-automatically-calculate-markup
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
Just realized the 'markup percent' part of this (the hard part) is done, but not the 'gross profit margin'. I really love how you integrated the markup percent as a green-popup field when you tab between the cost and price. Can you just add the gross profit margin as a value right next to the markup percent? Maybe even in it's own blue-popup field right next to the green-popup field for markup percent. It's just a simple subtraction equation. Then you can mark this as resolved :)
Margin is almost always a
. I think you can mark this as completed.
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2 votes
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
This idea is a duplicate. Please redirect votes here: http://feedback.repairshopr.com/forums/165658-general/suggestions/5531550-automatically-calculate-markup
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2 votesRyan (CTO, Pinellas Computers)
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70 votes
An error occurred while saving the comment 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!
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6 votesRyan (CTO, Pinellas Computers)
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19 votes
An error occurred while saving the comment 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
An error occurred while saving the comment 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.
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1 vote
An error occurred while saving the comment 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) -
42 votes
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.
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
@Becca: Jason is correct. Also, ask RS to switch that location to non-inventory - they can do that!
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4 votesRyan (CTO, Pinellas Computers)
shared this idea
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7 votes
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
I hate to say this, but this sounds a bit unreasonable.
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6 votes
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
This can be accomplished with Ticket Automatons.
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3 votes
An error occurred while saving the comment 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!
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0 votes
An error occurred while saving the comment 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!
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4 votes
An error occurred while saving the comment Ryan (CTO, Pinellas Computers)
commented
I think this is already integrated?
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1 vote
An error occurred while saving the comment 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.
PLEASE! We also want to use this for a surcharge when customers pay big invoices with a credit card. We want to add 2.75% or 3.5% to the invoice total but can't use the discount item for this because it rounds to whole numbers! PLEASE?