Rob
My feedback
20 results found
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28 votes
An error occurred while saving the comment Rob
supported this idea
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10 votes
An error occurred while saving the comment Rob
commented
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.
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2 votes
An error occurred while saving the comment Rob
commented
We accomplish this by adding a custom ticket status titled "Canceled-Resolved" and it behaves the normal way a resolved ticket would.
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4 votesRob
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47 votes
An error occurred while saving the comment Rob
commented
@Dan
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.
An error occurred while saving the comment Rob
commented
With all of the security hoopla in the news as of late, this is becoming to be a huge deal for our clients.
Rob
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5 votesRob
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23 votes
An error occurred while saving the comment Rob
commented
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!
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84 votes
An error occurred while saving the comment Rob
commented
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.
Rob
supported this idea
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An error occurred while saving the comment Rob
commented
Voiding an invoice should definitely be a standard action to do to that type of record. Voted.
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1 vote
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1 vote
An error occurred while saving the comment Rob
commented
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.
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1 vote
An error occurred while saving the comment Rob
commented
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.
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2 votes
An error occurred while saving the comment Rob
commented
Just curious what your use case is.
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135 votes
An error occurred while saving the comment Rob
commented
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.
Rob
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89 votesRob
supported this idea
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An error occurred while saving the comment Rob
commented
We would love an update on this.. Not being able to automatically send out monthly statements is biting us pretty hard.
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3 votes
An error occurred while saving the comment Rob
commented
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.
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1 vote
An error occurred while saving the comment Rob
commented
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.
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8 votes
An error occurred while saving the comment Rob
commented
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.
Rob
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An error occurred while saving the comment Rob
commented
@Ryan
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.
An error occurred while saving the comment Rob
commented
This is actually a duplicate suggestion:
Throw your votes over here: http://feedback.repairshopr.com/forums/165658-general/suggestions/6735135-the-ability-to-see-if-a-ticket-comment-was-emailed
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1 vote
An error occurred while saving the comment Rob
commented
You can do this by just customizing the Email template for ticket comments.
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1 voteRob
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20 votesRob
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An error occurred while saving the comment Rob
commented
This would make me very happy
Agreed with Nick, but Part Orders bring extra confusion to the whole grand scheme of things.
I imagine many RS customers rely on part orders, but they really should be eliminated and converted into the PO system. Then you should be able to create a PO from a ticket as well as link specific items from a PO to particular tickets. Implement some type of non-inventory generic part into POs to fill the need for one offs. We just have "hardware custom" and "software custom" line items to fill that gap.
This would then remove the problem of creating an estimate, having a part order, then generating the invoice from the estimate leaving the part orders waiting to be added to the invoice as well. It's clunky, and we either have to delete the line items that come over from the estimate and then add the part orders, or delete the part orders entirely.
No matter what, though, it would be extremely helpful to have POs linked to the ticket in some way which would allow us to be notified that a ticket now has the parts it has been waiting on.