Ticket to Ride

Batch remove from inbox

Tickets are a key part of most service businesses, they are the lifeblood rushing through various arteries to and from the beating heart of your business. Tickets mean work and hopefully more billable hours (depending on the contract terms of course) and are generally good to have, unless they’re an indication of things going terribly wrong with your product or service in which case less tickets is probably better!

However regardless of the business or contract type, if there are tickets involved you can be sure that they will get around, one way or another… flying in from customers, being created and updated by technicians on and off-site, through the Web, via mobile devices and Windows clients, opened and closed and acted on in all manner of ways. Sometimes, amidst all this frenetic ticket activity you may find yourself needing to move a ticket or perform some action on a whole range of tickets and with the recent versions of CRM we’ve added some handy new features to help deal with those tricky ticket tasks more efficiently.

Move ticket to another accountIf you find yourself with a ticket which was accidentally linked to the wrong account you can easily move it to another account, hopefully the right account this time, along with all related data including charges, history notes and everything else which needs to go with it.

Sometimes you may have a large number of tickets which need to be removed from the Inbox and the last thing you want to spend your precious time doing is going one ticket at a time to remove them – you can easily do the whole lot as a batch and use your valuable time for more important tasks. Also besides the batch remove feature, tickets are automatically removed from the Inbox on completion. But that’s not the only batch feature, you can also do a batch update of the account region. For example if a customer moves their office to a new region and you have a large number of tickets showing their old region, it is now trivial to change them all to the new region code.

All these new Ticket management features can be easily reached through the Tickets > Tools menu in the CRM application and along with the many other new features recently added, we hope will contribute to a more effective and efficient workflow in your business.

Until next time,
Success Team

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What is Professional Services Automation?

The automation of professional services, particularly for IT services and MSP’s, is of paramount importance for the effective and efficient functioning of that business. Competition can be fierce and scaling up requires maximizing opportunities and income generation while ensuring all systems and staff involved are functioning at their peak efficiency levels to reduce expenses and increase profits. For this reason Professional Services Automation software (PSA) exists, sometimes considered to be Enterprise Resource Planning (ERP) software for service organizations, and can quickly become the rock upon which an IT business is built and ultimately thrives.

The Front Desk

Front DeskBut what does this type of Professional Services Software actually do? How does it work? What are it’s actual benefits? Well, lets start from the front desk, which in IT services is commonly known as the help desk and is where all customers come to interact with the company supplying them with services. The help desk is typically contacted via Email or telephone and each new issue reported results in a ticket being created to track the entire process from reporting the issue to resolution and even beyond.

Along the way a ticket could be viewed and acted on by numerous people within the company and can involve appointments for on-site technician visits and/or online remote access support or just simply answering questions. It can also involve work on various assets, generate an array of charges for different types of work, depending on the contract that specific customer has with the company, and result in detailed reports showing the work done and charges added.

Keeping track of all this activity and providing excellent customer service without specialist tools is bordering on the impossible for all but the smallest business and even then it is hardly advisable for anyone who values their sanity. With a PSA it is not at all necessary as help desk functionality is one of the core features.


Customer Relationship Management

Customer Relationship ManagementKnowledge is power, as the similarly named NSA and other three letter agencies will no doubt attest to and so besides keeping track of support tickets, it is also necessary to know who you are dealing with. Keeping track of your customers is where the CRM aspect of a PSA application comes in to the picture. Every customer, partner, subcontractor, vendor and employee that you work with should of course be stored in your accounts database and easily searchable. Not only do contact details need to be stored but each account record should be linkable to data from other modules within the PSA application, such as tickets, contracts, assets and more which makes it much more than just a contact management software.



ContractsMost people want to keep things simple and that includes contracts with customers and so it is common for service companies to start (and aim to continue) with just one or two standard contracts. But even the best intentions can soon go the way of the Dodo and before long that nice simple standard contract has been replaced with a wide array of custom contracts catering to the ever increasing diversity of customer requirements. Blocks of time, money, tickets, global, one time, recurring, MSP, SLA… a PSA makes contract management considerably simpler while allowing for such diversity.


Human Resource Management

Human Resource ManagementWhen managing multiple employees, outsourced subcontractors and independent contractors of various kinds, workforce management and time management functions are of course a requirement for maximizing labor utilization and actually getting things done. Knowing who is doing what, where, when and for how long, not to mention the expenses involved each time whether they be hourly rates, equipment, mileage or whatever else, all needs to be logged and tracked in detail. Being able to manage multiple workforce entities in this way makes a PSA ideal as collaboration software.


Asset Management

Asset ManagementUndoubtedly when providing IT services this will involve managing assets of one kind or another, ie. computing equipment belonging to your clients. This management could be ongoing maintenance, upgrades and OS patches or it may be one off jobs. Either way keeping a record of every asset, where it is and what has been done with it is of course essential and needless to say clients generally disapprove when you lose their precious assets. A detailed history provides important data which may be required at some point in future and being able to link assets to accounts, tickets, appointments and more is yet another killer feature of a PSA.


Document Management

Document ManagementIn every business there are many documents and yet more documents documenting those documents and they soon start mounting up. Before long there can be thousands of documents in all sorts of exciting formats such as Word, Excel, PDF and others. Storing these somewhere safe while also being available immediately should they be needed is essential as is linking them with the relevant accounts and tickets so they do not become orphaned and lose their usefulness. A well integrated document management system is a key component of a knowledge management system.


Knowledge Management

Knowledge ManagementThe process of logging or finding all the information gathered within an organization, basically the acquisition of intellectual capital, and then making it available and useable in an effective way, is often referred to as Knowledge Management. The proper implementation of such practices can lead to considerably improved efficiency as well as business continuity and competitive advantage so naturally a good PSA needs to include such functionality. The last thing your business needs is to have the one guy with all the knowledge in his head getting run over by a bus!



SalesWhat is a business without sales? Certainly not a viable business, so managing the sales process is also an important function for any PSA. This sales process can start with the initial opportunity and progress through various stages, such as quotes, involving multiple people with varying influence at the prospective client. Ultimately that opportunity could be turned into a ticket or contract when the deal is closed. Turning those leads into actual paying customers is what the PSA should help with, streamlining and automating as much as possible.



Billing and Time TrackingNaturally a PSA makes sure that every minute worked, every ticket completed, every expense, every product, part or service provided, is all accounted for correctly. Everything that should be charged for will be charged for every month or whenever required by the contracts agreed with clients. The variety of charges which could be required in an IT services business is endless, employees who work for different rates, custom pricing for items, pre-paid blocks, recurring charges, it all quickly becomes very complex to manage and a PSA will make that complexity work for you and your customers, making it manageable and efficient and ensuring all are sent for invoicing so your income and profits can head in the right direction.



IntegrationWhile a good PSA application contains multiple features and functions to help run a business, it can also integrate with other systems used by IT professionals. For example, turning all those charges logged into invoices and actual money commonly requires integration with an accounting system such as the very widely used QuickBooks. Being all about automation, integrating with Remote Monitoring and Management (RMM) systems such as GFIMAX or Continuum is also high on the list of requirements for a PSA so tickets can be automatically created any time the monitoring system detects a problem and the right people can be alerted to take care of it whenever needed. Another popular PSA integration is of course Office/Outlook which is depended on by many businesses.

However while providing a few key integrations is great, it is by no means enough and a PSA developer can’t really produce ready made add-ons for every other business software out there. For this reason an API which allows others to develop their own custom integrations is a highly desirable feature which enables a company to fully exploit all their data and merge with their PSA with other key data and components.

Business process automation and the tying together of all these disparate business critical functions in a seamless way is precisely what a PSA application does, making it possible to fully utilize and manage all the resources available and the data pouring in to a business from multiple sources, while providing a quality service to customers, all of which facilitates growth and ultimately leads to increased profits.

Any company in the business of providing IT services would certainly benefit immensely from fully implementing a Professional Services Automation system within their organization.

Until next time,
Success Team


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Knowledge Management with CRM

Knowledge Management

In your IT services business, as with many other types of business, one of the most important assets you have is the collective knowledge acquired by employees through years of experience and the data harvested about all the work done for your clients over those years. Reinventing the wheel is of course a waste of time and valuable resources and so it is critical to ensure the knowledge within your company is actually stored safely and easily retrievable whenever required.

This process of logging, finding and using all this information within an organization, all the lessons learned “on the job” and the expertise brought in through hiring, basically the acquisition of intellectual capital, is often referred to as Knowledge Management and proper implementation of such practices can lead to considerably improved efficiency as well as business continuity and competitive advantage.

Typical strategies for knowledge management include both Push and Pull methods. The Push strategy generally involves individuals within an organization making a concerted effort to add their knowledge to a Knowledge Base system which is shared with the rest of the organization and over time this repository of stored information becomes invaluable to the organization.

Within this service and support software, the Knowledge Base module offers a range of features such as privilege management, search functions, categorization, user definable fields, document attachments and more. Tickets can be effortlessly converted into Knowledge Base articles for future use.

Also, this help desk software stores a lot of business-knowledge integrated with all the additional data collected and logged about clients and their systems which you manage for them on a day to day basis and thus it becomes the central repository for all the data generated in and by the company. For example in History Notes added under Accounts, Tickets and Assets, in the Charge descriptions and in attached Documents of various kinds.

As a whole, the implementation and usage of this PSA in a company facilitates the rapid acquisition of data and growth of the knowledge base.

The Pull strategy involves people within the company who are considered the “go to” for answers to or consulting on specific types of questions, they are in effect walking talking knowledge bases in themselves who can better understand and explain the data in their area.

A hybrid of push & pull is often an effective system to implement whereby all employees contribute to the knowledge base and can use it for getting answers to questions, while certain experts can also provide a conduit to that knowledge or can be consulted on the areas where they are the experts thus facilitating a more efficient transfer of knowledge to the people that need to know, when they need to know.

Knowledge management software needs to be easy to use and as painless as possible to add data on a continuous basis, so as to ensure people do actually bother to store that data, and of course it needs to be easy to find and extract that data whenever needed, so IT technicians on the road can quickly find the answers they need to get the job done at client locations or back in the office or workshop.

Using Professional Services Automation software such as ours, which has knowledge acquisition, transfer and management tightly integrated throughout can contribute significantly to your business objectives and allow for less reinvention, enhanced efficiency, improved support and ultimately happier customers.

Until next time,
Success Team

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CRM Launches “Drone Drop” Feature

In the next major release of our CRM software we have added a very special new feature which takes business automation to new heights. We have been working with a major partner for quite a long time now on something which we believe will make this Professional Services Automation software truly stand out from the crowd… we are calling this feature “Drone Drop“.

In the Assets window of the new version you will notice that there is a new button on the More Actions menu and also a link on the Asset Preview tab called Drone Drop. When you click this the Drone Drop window pops up for this Asset where you can enter the amount you would like to order and you can specify the time of delivery.

Drone Drop Interface

When you click the Confirm button the order is immediately sent through to Amazon and will be scheduled to be shipped out by their new state of the art drone delivery system.

What this means is that now with the click of a button a technician in the field (or in the office) can have a drone ship out a replacement disk for example, directly to the clients site where the technician can be waiting to install it. Emergency “rush deliveries” are possible with this system so if the tech is already on site and finds some critical hardware needs replacing, it can be immediately pushed out to the drone network which is fully automated and will ensure the item arrives promptly.

Drone Drop Drone

We hope you find “Drone Drop” a useful addition to your business, please do let us know how you get on with it.

Until next time,
Success Team

EDIT: Happy April Fools Day!

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How to Grow Your IT Services Business with Outsourcing

How to grow your IT services business

So you’ve been working on your IT services business and things are going well, now you’d like to expand and grow your business further, but how can you do it with the limited resources typically available to a small business? Perhaps you are currently a “one man band” or have a small team of technicians and you face problems such as:

  • How do you provide 24/7 coverage?
  • How do you provide expertise in other specific areas?
  • How do you scale on demand for busy periods?
  • How do you minimize the risks associated with hiring?
  • How do you cover vacations?
  • And many others…

It’s a big leap to make, financially and otherwise, hiring staff and investing in related resources to allow for the expansion you would like and which you believe your business is well capable of. Is there another way? Perhaps an easier way and less risky for a small business or SMB? If so, what and how? The short answer is outsourcing, but of course that whole arena is something of a minefield so must be navigated carefully to make it work for you but it can indeed be made to work well.


There are a number of ways you can implement outsourcing in your IT services business, one way is just to find some sub-contractor somewhere, somehow. These days of course it is much easier to find any service you require due to the Internet and finding sub-contractors or freelancers is no exception here. Web based services such as oDesk and Elance and many others of that nature exist and can be used to expand your business with very minimal financial investment since you only pay for hours worked (or tasks completed) and don’t have to worry about paying full time salaries and dealing with all the other expenses and hassles associated with hiring staff.

Hiring freelancers to work on tasks for your hard won clients is not without an element of risk and it could easily backfire if the freelancer messes up or in some way damages your reputation. Needless to say, all potential hires, whether they be freelance or otherwise, should be vetted appropriately and this is something which freelancing sites like oDesk can help with since they typically provide ratings and reviews and in some cases even online skills testing of all the active freelancers using their system, so you can easily see how they’ve performed for others in the past and assess how capable they are in the fields that matter to you.

However you probably should not rely exclusively on the provided ratings/reviews and those of you with a suspicious mind may well think that they just got their friends and family to hire and review them to help build a good looking profile, which is probably true for many! This is more of a risk with new freelancers who will typically find it hard to get that first real job before they have any reviews, no matter how capable they actually are, however for those who have been active for a long time it is much more likely that the reviews are real.

Even if you intend to play it safe and only hire those with a long history and nicely filled out profile, you should still tread carefully at first. It is well worth outsourcing several test tasks (you don’t have to tell them they are just tests) to assess their actual ability to do the job and also to see how well they communicate and work with you.

Virtual Team of Freelancers

Once you have vetted, selected and tested your freelancer you can then add that person to your virtual team and send work his or her way whenever you need. Of course one of the advantages of this type of virtual team is that you are not limited to hiring a single person and in fact you can hire 5 or 10 or as many as you want since you will only pay them for tasks they work on whenever you actually have something for them to work on. This allows you to have people available on a 24/7 basis, to cover for vacation times or for when there is a sudden increase in the amount of work you need to complete – you can always rely on things going wrong at the worst possible time and having several clients all needing urgent work done at the same time is a big problem for a small business with limited manpower but with your virtual team you have got it covered.

You can also use your outsourced virtual team to expand into multiple areas that you wouldn’t otherwise be able to do, furthering the opportunities to grow your business, for example if you are a Windows shop you could expand into Linux or Mac support or if you are providing office IT support you could move into the Internet Server support market or you could perhaps recruit Ethical Hackers and move into the lucrative Pen-testing/Security market.

Of course your virtual team doesn’t have to be limited to technicians – if you want to grow your business you will also need to focus on sales and marketing and there is no reason why you cannot also build an entire marketing team through outsourcing!

Another aspect of using virtual teams in this way is that what goes around, comes around and many of the freelancers offering services through sites such as oDesk are of course small business owners just like you and may also be hiring other freelancers for the same reasons – while they may offer expertise you do not have, they may also be in need of your expertise at times and can pass work your way. They may also be providing vacation cover for you, but you could also provide vacation cover for them – small business owners may not get much opportunity for vacations but with a trusted team of people like this, you can finally take that much needed break!

Local Team

Besides the remote/online virtual team you can also get to know subcontractors in your area who could provide on-site cover whenever you need their specific expertise or for busy periods. Again as mentioned above, this can work both ways with them sending work your way. You can find these people through your industry contacts, but another good way is by attending local IT events so you can meet them and put a face to the name before hiring them to work on your jobs. These local people will also be as concerned about their business reputation in your area as you are and so will generally be less risky to rely on and being local you have more control over what they do for you.

White-label NOC

Another type of outsourcing which is increasingly popular in the IT services market is using white-label NOC services which are quite often bundled with monitoring or RMM services. Examples of this type of white-label NOC include Continuum and AVG Managed Workplace and among the advantages of this form of outsourcing is that you don’t have to mess with any of the vetting, selecting or managing of freelancers who work on your jobs – the whole process is already done for you.

Such white-label NOC’s can have hundreds of employees covering a wider array of technologies than you could ever hope to manage alone or even with a team of freelancers (unless your team is huge!) and any of them can be assigned to deal with any task that comes up for your clients, even without your intervention – being combined with an RMM means they know when something is going wrong immediately and can set to work fixing it if that is what you want them to do. Just how much of your daily workload you want to offload to them depends to a certain extent on your own preferences but at the very least it allows you to truly offer 24/7 coverage which in this age is pretty much a key requirement for an IT service business.

Of course it’s a highly useful if your RMM/NOC also integrates with your favorite PSA!

The Hybrid

Yet another option is to employ a hybrid approach – have your own trusted team of freelancers and local subcontractors managed by you to work on your big projects and specific tasks from technical to marketing, combined with a white-label NOC service to cover the routine maintenance such as installing OS updates, applying security patches and antivirus updates, reboots and restarting services in response to RMM alerts as well as calling in the appropriate expert from your virtual team where required.

The method you ultimately choose may depend on your own personal preferences or the type of services you offer your clients and perhaps other factors as well, but either way, careful outsourcing clearly offers many potential benefits and can be a great way to scale your business with minimal risk and expense.

Until next time,
Success Team



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A Quick Overview of Quick Preview

Quick Preview is one of those little features which many people overlook as it is easy to miss but it is actually very useful and can be found in various parts of the system. It is available wherever you see the little lightning bolt icon and clicking it pops up the quick preview for that particular record which could be for example Account info or Contract info.

Quick Preview

Particularly useful is the Quick Preview available when creating new records such as (but not only) a Ticket, Asset or Contract as shown in the screenshots below. This allows you to quickly see the relevant details of the selected record so you know you have chosen the right one to link to the record being created when the you finally click OK.

Quick Preview New Asset

Quick Preview New Contract

Quick Preview New Ticket


Throughout the system, whenever you are creating, editing or viewing data keep a lookout for the illuminating Quick Preview lightning bolt!

Until next time,
Success Team

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12 Ways to Kill Your IT Services Business

Running an IT services business requires many skills from technical to business to communications and more and there are many minefields to negotiate along the way which could quickly kill your business if not handled appropriately. Here, in no particular order, are 12 ways to kill your IT business…

1. Overcharging – trying to milk your hard-won clients by overcharging for services or hardware. When you’ve earned the trust and loyalty of your existing customers you need to continue to prove you deserve that loyalty and if they start to feel that you’ve cheated them then they will be gone before you know it, taking with them those juicy rebills and the good word of mouth. Loyalty only goes so far so don’t abuse it.

2. Undercharging – trying to win customers by lowering your fees to unrealistic levels is risky and will only lead to the demise of your business. You should always aim to compete on the quality of the services you sell, not the price. Serious customers are generally willing to pay a fair price for a quality service. There is of course a place for loss-leaders when used in moderation and assuming you’ve crunched the numbers to ensure that that initial loss becomes a profit before too long.

3. No rebills – recurring income is the gift that keeps on giving (as long as you keep on providing!) and providing IT services is ideally suited to generating these precious rebills. Focusing on one-time fixes means forever fighting for new jobs and no stability to count on which you could have if you have clients on recurring monthly contracts. It is far better to have fewer clients rebilling like clockwork, than many more who may or may not have another job for you at some time in the possibly distant future. This doesn’t mean you can’t succeed without recurring contracts but it will be a whole lot harder and a lot more stressful!

4. Bad customer service – you don’t have the luxury of ignoring this aspect of business so you must always aim to provide a great customer service experience that goes the extra mile which will result in not only happy customers who rebill every month, but potentially an even greater benefit is the word of mouth they can produce which brings you many more clients over time and so is worth a huge amount of money.

5. No backups – everyone knows (or should!) that backups are important to any business and so of course you need to make sure your backups are safe, up to date and restore-able. But in the IT services business this often also means you are responsible for the backups for your clients and needless to say if you mess this one up you’re going to be Mr Unpopular with that client. The above mentioned word of mouth will quickly take a turn for the very much worse if you fail here.

6. Bad sub-contractors – it is very common in IT work to rely on sub-contractors for various reasons such as expertise which you don’t have in-house or to cope with increased demand which your staff can’t currently cope with due to their odd refusal to work 24 hours per day. However it can be very risky and those sub-contractors can very quickly destroy the reputation of your business if they do poor work or act unprofessionally. Be very careful who you work with, make sure they can do the job well and will represent your business the way that you want and need.

7. Hiring the wrong person – hiring staff is never easy and many of the pitfalls are shared with sub-contractors. The wrong employee can rapidly sink your business and then move on to something new, leaving you to pick up the pieces and try to rebuild your shattered reputation. Always do appropriate due-diligence, talk with references, do suitable background checks, make sure qualifications are real and of course ultimately make sure they can actually do the job itself while also having a good attitude.

8. Not keeping up with the times – the IT business is particularly exposed to the onward march of technological advances and if you want to stay in business you need to stay on top of your game, not stagnate and become stuck in your old ways. Your customers won’t ignore new technologies that could benefit them, for example cloud computing (in some cases), and so you too cannot afford to ignore them or your business will soon become obsolete and find it increasingly difficult to acquire new customers or even maintain existing.

9. Out of the loop – your customers, particularly those who are on managed services recurring contracts need to be kept in the loop and up to date with what you are doing for them. Being proactive is essential and providing regular reports of work done, planned and considered along with reasoning behind major decisions taken should be included. You may think that just because you are keeping their systems working that they will assume they are getting their moneys worth but in fact it could well be the opposite and they may be thinking that they are paying you for nothing since their system has been so stable anyway! Make sure they know that the reason their system is stable is because of the work you have done and continue to do on it. Give them well documented reasons to have confidence in your ability to help keep them in business.

10. No business analytics – there’s a lot of data about your business which you could and in fact should be logging and analyzing such as hours worked by each employee on each account, number of tickets opened and completed, parts bought, deployed, repaired, scrapped, and much more. Failure to log and crunch such data means you have very little idea of what is really going on in your business at any point in time and are in effect flying blind when you could be making informed decisions on the collected data. How else will you avoid flying into that mountain looming ahead of you in the fog?

11. Benefiting the wrong party – there’s no point providing your customers with tools and services they don’t really need or want and ultimately won’t buy. They won’t be happy with you pitching them stuff that doesn’t adequately benefit them and being seen as out of touch with the industry does you no favors. Offering solutions from which YOU benefit the most rather than offering a solution the CUSTOMER benefits most from is a certain shortcut to unhappy camper land and we all know what happens there.

12. Bad accounting – not keeping proper track of your business finances is sure to lead to disaster sooner or later. You need to know if you’re making a profit or a loss, whether or not income and profits are heading in the right direction or the wrong one, you need to know how much it costs to acquire your customers and how much they are worth. Then of course you need to make sure you pay the taxman because otherwise he will bring down the hammer on you like the grim reaper with a scythe.

There are surely other ways you could perhaps irrevocably damage your business or at the very least hamper it but if you really do not want to kill your IT services company and instead aim to stay in business and prosper for the long term, you certainly don’t want to be doing any of the above!

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Accounting for Account Status

When you’re dealing with an ever growing list of accounts in your CRM system there comes a time when you need a simple way to filter out the old ones or the inactive accounts which you really don’t need to see anymore except when you really do want to see them. So now in v7.0 you can choose to easily hide those inactive accounts and to do so all it takes is changing the status between Active and Not Active on the Accounts window and check/uncheck the “Hide inactive” box to suit.

Show inactive accounts

CRM now takes account of the account status wherever it is used throughout the system, not just in the Accounts window itself and even applies it to secondary contacts under an inactive main account. In doing so, it facilitates applying a variety of other functions to just active accounts. For example when inactive accounts are filtered out, the active accounts list can then be used for a batch update job or the list can be exported for use elsewhere or a range of other tasks. This new Status filtering feature is also available through the Web Interface as well as the desktop client so you can benefit from it wherever you are.

Hide inactive accounts

Hopefully this seemingly simple but actually quite powerful feature will make working with your Accounts on a day to day basis much more efficient.

Until next time,
Success Team

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Yet Another Way to Create Tickets

There are already many ways to create Tickets in CRM, such as through the Web Interface, via email sent by a customer, by an employee directly in the desktop client perhaps after a customer phoned in, through the API even for those who like to do a bit of coding. So is there really any need for yet another way to create a new Ticket? Well we believe there really is, particularly when it can save time and improve efficiency while also contributing to customer satisfaction, not to mention when such a feature is often requested by our customers!

Prior to version 7.0 there was a workaround which could be used to configure the Email Connector’s Automated Emails feature to enable an employee to create a Ticket on behalf of a customer, should the need ever arise and judging by the feedback we got it did indeed arise often enough.

So now in the new version of CRM we have added a new feature to streamline this process so it is no longer just a workaround but instead a designed in function in the Email Connector and is of course easier to use as a result.

To use it you just have to put the customer Email address at the start of the subject line, with an @ symbol in front of it so it looks like this:

Email to Ticket - Fwd by Employee

This can be used in the following ways:

  • For new emails which an employee creates in order to open a new Ticket.
  • For when a customer emails an employee directly and that employee then forwards the email to the Email Connector to open a new Ticket.

Once the email arrives the Ticket is opened and the customer is added to the email recipients list as normal and will be sent all the relevant auto-responses.

Needless to say we’ll add even more handy ways to create Tickets should there be a need for it but we hope you find this new method to be useful in your business.

Until next time,
Success Team

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New in version 7.0 – Fixin Yur Typos

No matter how well intentioned or how nimble and accurate your fingers are over the keyboard or even how highly edumacated you may be, whenever writing text it is only a matter of time before an unfortunate typo sneaks in and ruins your carefully crafted work. Such typos may on the face of it seem trivial but they can negatively affect the professional image you are seeking to portray to your clients and partners and so every effort should be taken to prevent such errors from appearing anywhere.

Custom DictionaryFortunately in the new version of our PSA software the spell checking system has been enhanced considerably to help with such issues and so for example that glaring “edumacated” error above would certainly not have slipped through the cracks – unless you actually wanted it to! Which brings us neatly to a key component of the new spell checking system – the addition of your very own custom dictionary which means all those tricky technical terms, obscure acronyms or strange words which are relevant to your business but not normally included in a dictionary, can now be recognized and dealt with appropriately.

The new spell checking system now also works ‘live’ so it will find any of those annoying spelling errors while you are typing and can even auto-magically correct the errors while you continue writing, if you choose to allow the system to do that. So now, wherever you are in the CRM application, you can get on with your important work more efficiently than before while the system effortlessly takes care of your typos.

To configure and take advantage of all these new spelling and dictionary features just go to Tools > Options > Spell Checking and you can read full instructions our our wiki here.

Configure Spell Checking

We hope you find the demise of unintentional (and allowing of intentional) spelling errors to be a useful addition to the CRM application.

Until next time,
Success Team

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