I'd honestly just prefer a ticket update email to go out FROM the ticket when it gets changed to resolved. I'd like to draw up a separate template for it, but heck, just notifying the customer that the ticket has in fact been closed would be helpful.
Having Marketr do this kind of complicates things because I'd want any response to that email to automatically re-open the ticket in a Customer Reply status.
You can still have your Marketr campaigns fire, but for us I'd rather that be more of an actual marketing campaign as opposed to defining and wrapping up a ticket.
We accomplish this by adding a custom ticket status titled "Canceled-Resolved" and it behaves the normal way a resolved ticket would.
@Zack and any others:
While I want this feature in the worst way for the obvious reasons, I suggest you look at your SPF and DKIM records/settings. While the RS system is definitely masquerading our email addresses, they are using Sendgrid for email delivery which is not a rinky dink provider.
Use www.isnotspam.com as a test interface to see where there could be some issues with our outbound emails through RS.
Is anyone else having problems with soft-spam or blown out spam scores when sending out emails while using a custom domain and custom reply to address? Our reply to address is an internal address that reroutes to the <companyname>@reply.repairshopr.com address.
We're having things like our logo and other graphics not showing up in the emails our customers are receiving as if the email is potentially dangerous.
Yup. I imagine this would be relatively easy to implement with Google Apps
Wildcard certificate isn't the whole answer here. We're using our own domains repairshopr.mycompany.com and rerouting that to mycompany.repairshopr.com
We need a solution where when a customer receives a link from us that points them to repairshopr.mycompany.com and then gets rerouted to mycompany.repairshopr.com it maintains the secure chain. The reason it fails right now is because the browser sees repairshopr.mycompany.com but it's actually at a repairshopr server. Repairshopr can't just implement an SSL certificate that references OUR domains and we can't just implement an SSL certificate that references THEIR servers.
tl;dr it's complicated and wildcard certificates do not solve the problem. not fully anyway.
With all of the security hoopla in the news as of late, this is becoming to be a huge deal for our clients.
I like the idea of granular permissions, but I think maybe we can get some immediate action from the dev team if a simpler stepping stone is put into place before granular permissions.
A simple "admin" checkbox at each sub-contact would allow multiple people to see the whole portal, NOT just the customer level contact.
From a UX perspective, it will be a lot more logical and easier to manage.
Down the road, absolutely, give more granular permission settings to users.
I created a separate feature suggestion here:
Good idea – we’ll do this shortly.
I know this is an old suggestion, but I would honestly prefer to have the ability to respond to Customer Activity emails from my email client instead of having to open the ticket and respond from there.
PS you get some funky results if you attempt to respond to those emails!
We use QB Online and have found that zero'ing out an invoice in RS is the best workaround. It doesn't have the original values, but at least it retains some of the data, the invoice #, etc. If all line items are have their value zero'd then that pushes out to QBO. Ironically, you can't create a $0 invoice and have it sync to QBO, but you can create an invoice with a positive $ figure then change it to $0 and have that sync.
Voiding an invoice should definitely be a standard action to do to that type of record. Voted.
It's been discussed before about editing comments. It won't happen. IIRC the rationale was that those comments could be sent email, which would jeopardize the integrity of data in the comment.
It's not exactly what you're looking for, and the feature is only half-baked at the moment, but you can try using Contracts and SLA.
You can force the Contract and SLA to show up for every ticket created for that user, so it's displayed right in the Ticket Info screen. You can also write rules so it will rewrite any labor charges.
We SORT OF use this... If a client is on an AYCE plan, we rewrite hourly labor rates to $0 automatically. That way a tech records his/her charges, and then they get zero'd out.
Idealy, we'd like a better way of tracking our time for clients that don't get billed for individual services. At the very least, we'd like a way to standardize those fee re-writes... I believe as it stands you have to manually create all of the rewrites for every single customer.
Just curious what your use case is.
I don't think anyone responded to Troy... so I'll try.
You're absolutely right that you can't hard link parts, which would be the problem with Amazon because the order will always vary. (the same RAM order won't be frequently repeated).
I can't really speak to how the implementation would work, because I don't know what you have access to and what you don't. BUT.. I can say what our pain points are in this arena:
- When I prepare an estimate, I will base certain parts around items that I source from Amazon. I'd like to have those parts link to the Amazon product.
- Automatically pull our cost, order date, direct product link, manufacturer, model, whatever data you're allowed to scrape on the part, scrape it.
- When that estimate gets approved, I'd like to be able to quickly get those items, order them, track that they've been ordered. Currently I have to manually create part orders based on the estimate. Now I have items in an estimate AND i have part orders that are not related to each other. (this causes issues when it comes time to generate an invoice by having "left over" parts listed in the customer if I convert the estimate to an invoice)
- I'd love to be able to see the tracking status of the part from the RS part screen while we wait for the package.
- When the parts come in, I want my receiver to be able to quickly identify what parts they are and where/who they belong. Bonus points for getting the parts to automatically update as received when Amazon/shipper says they've been delivered and signed for.
- When I create an invoice, I want to be able to bring in what was ordered in addition to whatever was on the estimate without creating duplicates.
We would love an update on this.. Not being able to automatically send out monthly statements is biting us pretty hard.
To expand on this, techs should have groups or Queues. A ticket would then get assigned to a Queue which certain techs are members of.
Think of Tier 1, Tier 2, Engineering, etc.
When you are looking at the invoice list within the invoice module as well as from within a customer there will be a big blue icon indicating if it has been emailed or not.
If you hover on the icon, it will tell you the last time it was emailed.
I didn't have any votes to give on this previously, but now do. This is EXTREMELY important. At the very least... we're just looking for a simple graphic like an envelope to show whether or not a comment was emailed to the client or not.
So many times we see a comment and wonder if we accidentally didn't uncheck the box.. or even worse, when reviewing stale tickets, wondering if the customer didn't respond because the email was never sent... then do you send the exact same email again? It's pretty rough.. AND awkward.
Can't believe I'm seeing this 3 months later, but it's so hilarious I linked to this very post that I'm inclined to leave my idiocy here for all to see.
This is actually a duplicate suggestion:
You can do this by just customizing the Email template for ticket comments.