What's New September 2021


Tickets
Quotes
Customer Screen
Contacts
Reports
Email Marketing
Miscellaneous

Tickets

Convert To Workflow

Tickets can now be converted to Workflows by changing the Status to Convert to workflow prior to adding a Ticket note.

As highlighted in the above image, the default behaviour is for the Ticket to be closed when the note is added. If you do not want the Ticket to close, untick the Close Ticket option.

The Convert to workflow status is only available for Tickets that have been assigned to a Customer.

The Ticket Note field (not shown in the previous image) is mandatory, and note text must be entered prior to clicking .

If the Convert to workflow status is selected at the time the note is added, the user will be presented with the New Workflow Case screen:

Upon selecting the required Workflow Group from the drop-down list and clicking , the user will be prompted throughout the process to confirm instigation of the Workflow Case.

When the Confirm case tasks screen is displayed, the Comments field is pre-populated with the contents of the Ticket's Description field, and may be edited if required.

When the Workflow Case is created, reciprocal links for the Ticket and Workflow Case are added to the respective Related To fields.

For further information about the Convert to Workflow feature, please refer to the following Support Centre articles:

Reminder: A Ticket can also be converted to a Lead or a Job; see the above articles for further information.

Related and Upload Documents

The Related and Upload Documents field has been moved to the main Ticket window (previously, it was hidden in the expandable area of the Ticket).

This field is only visible when the Ticket is associated with a Customer. If the Related and Upload Documents field is not visible, you must assign the Ticket to a Customer and click Save, after which the field will be displayed.

Seen By

The existing Seen By feature has been enhanced by highlighting the field as a link (previously the field content was displayed as plain-text):

When clicked, a pop-up window is displayed listing the name of each staff member who has viewed the Ticket, and the time and date on which they first viewed it:

Quotes

Quote Template Can Be Changed

It is now possible to select an alternative Quote Template retrospectively (i.e. after a Quote has been created and saved). Previously, once a Quote Template had been selected and the Quote saved, a different Quote Template could not be applied.

IMPORTANT: Changes to the Quote Body are not retained when a different Quote Template is selected, and paragraph text in Quotes based on a Toolkit Template may be lost if the newer template has fewer placeholders. A prompt to this effect will be presented when a different Quote Template is selected, and the selection can be cancelled if required.

Quotes saved as PDF files are preserved in their original format (i.e. they retain the layout of the Quote Template that was used at the time the PDF was created).

Quote Date Editing

It is now possible to retrospectively change the Date Added field in a Quote (highlighted 1 in the following image):

Note that this section of a Quote is collapsed by default and can be viewed by clicking the expand icon (highlighted 2 in the previous image).

Customer Screen

Account Status History Enhanced

The Account Status History pop-up window has been enhanced to include additional information when the Account Status field is updated. Previously, only the date of Account Status changes was recorded.

When the Account Status is changed to Not Specified, the Status Set To field for that entry will be blank.

The information displayed is not updated retrospectively; i.e. only Account Status changes made subsequent to this feature update will include the additional fields.

Contacts

Contact Last Modified By

A Modified By column has been added to the Current contacts list (available in both the Customer and Lead Contacts screens):

The new Modified By column complements the existing Last Modified (date) column, so it can be determined when and by whom the Contact was last updated.

In the event that a Contact was modified via the Customer Portal, an Information (i) icon is displayed; hovering over the icon displays a pop-up tooltip advising that the Contact was modified via the Customer Portal.

Contact Updated Upon Archiving

If fields within a Contact record are modified, and the record is immediately archived, the changes are now saved. Previously, when a Contact was archived, any changes to the Contact record that were made at the time of archiving were not saved.

This update enables a user to, for example, update the Contact's Notes field and then immediately click Archive without having to first save the Contact.

For further information about Contact features, please refer to the the Customer Contacts Support Centre article.

Reports

Leads Report - Quote Information

Accepted Quote Info has been added to the Include additional fields list in the Leads Report:

The Accepted Quote Info option is only relevant when the Current lead status criterion is set to Successful; when selected, it will display a single additional column containing the following information where a Quote exists:

  • Quote ID (clickable link)
  • Quote Name

The following image shows an extract from a Leads Report that was generated with the Accepted Quote Info criterion selected:

If multiple Quotes have been accepted for a single Lead, all accepted Quotes will be listed in the Accepted Quote Info column, separated by commas (not shown in above image).

Please refer to the Support Centre article Standard Reports for further information relating to the Include additional fields option.

Email Marketing

Additional Email Recipients Option

All customer contacts has been added to the Email Recipients option in the Email Marketing module:

Selecting this option will select all contacts (with an email address) in the list that was generated for the campaign.

For further information about the Email Marketing module, please refer to the Support Centre category, Email Marketing.

There is also an Email Marketing introductory video available in the Support Centre.

Reminder: Email Marketing is now located in the main menu Utilities section (as of March 2021).

Miscellaneous

Time Zone Icon

A Time Zone (clock) icon has been added to various screens. Hovering the mouse cursor over the icon presents a pop-up displaying the current time, based on the State field for the current record.

The time zone icon is presented on the following screens:

  • Customer, main screen
  • Leads, Lead Info screen
  • Telesales, Opportunities screen

The following image shows the time zone icon and pop-up, as displayed on the main Customer screen: