Change where email replies come in
Currently if you send an appointment to a customer, if they reply (yes that's great, see you then etc) the reply comes in as a new ticket. in our business, we do not need a ticket for every job - we only use tickets for jobs that come in the workshop. If an engineer goes out to a customer, we hope to solve the problem off site therefore we don't need a ticket. I would like these replies to come back to my email address, not a new ticket
Anne-Marie Bartoszewicz
shared this idea
Shouldn’t you just put the invite on your calendar directly, and use the 2way sync for that even to appear on the calendar in RepairShopr?
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Anonymous
commented
I am having same issue as later comments and dont see a real answer being given. A client sends in a request for help. We reply and a ticket is created. The client replies and we end up with another lead and not a reply in the now existing ticket. Running side by side with Atera and Atteras ticket builds smoothly.
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Nicole
commented
We also don't use on-site appointments as tickets. We only use tickets for in-shop work, and for our on-site work, the technicians create an invoice, include the labor, and list out what they did.
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Chris
commented
I like the topic but I am more on the side of the replies always seem to come into the wrong area. If I sent the customer an email for an estimate sometimes it will come in as a new lead or go into their ticket instead of the estimate. It would be nice if the codes that I see on some of the communications are particular to the email and have that in the subject so when they respond repairshopr will look for that number and put the reply in the right area.
Additionally it would be nice to have (this an option in settings) an email called support@mycompany.com and when a customer sends the support ticket it wil either go to leads like it does now (sometimes it does not and goes into the customers open ticket) OR automatically create a new ticket if there is no reference to the number in the subject as if someone was replying to an emailed estimate/invoice/ticket or lead.
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AdminRajesh Agarwal
(Admin, RepairShopr)
commented
After reading your other suggestion, it seems like you should be using a ticket and appointment, and using a saved search or something to filter those out of your view.
This is what a ticket is for. A home visit is a ticket.