System Update - July 2022 - Discover the latest updates to My Gadget Repairs

As always, our team’s core focus is to deliver a seamless experience for our users. We have been busy working on product improvements over the past month and wanted to share a few highlights.

Settings:

  • Tickets
    • Default Ticket Priority
      • We have added the option to set "Priority" to a ticket. "Priority" plays a vital role in streamlining the ticket workflow. Within MGR, you can now assign a priority to an individual ticket to indicate the issue’s urgency. Please note that by default it's disabled. The followings are the options.
        • Disabled
        • Urgent
        • High
        • Normal
        • Low
      • Please note that when you enable the "Priority" the very first time then the system will update all the existing tickets in the pipeline to the default value you selected.
      • Please click on the link for the kb article related to ticket priority.
    • Manage Columns on Ticket Manager
      • When "Ticket Priority" is enabled then you will see an additional option called "Priority" which then can be used as a column on the ticket manager.
    • Default Sorting on Ticket Manager 
      • When "Ticket Priority" is enabled then you will see the following two options that can be used on the order.
        • Priority (asc)
        • Priority (desc)
    • Ticket Form Layout
      • When "Ticket Priority" is enabled then you will see a new option called "Priority" which will allow you to make it required if needed or change the order.
    • Default Board View
      • We have added the option to set the default "Board View", please note that this will be applied to all the users if they haven't set their own board view. The followings are the list of default views.
        • Status
        • Issue Type
        • Priority
        • Assigned To
    • Board View Options
      • Board view options are based on what view you have selected.
        • If the default view is set to "Status" then you can choose which statuses to set as default.
        • If the default view is set to "Issue Type" then you can choose which issue types to set as default.
        • If the default view is set to "Priority" then you can choose which priority to set as default.
        • If the default view is set to "Assigned To" then you can choose which users to set as default.
    • Custom Fields
      • We now show the ticket custom field's created date and the last modified date when you move the mouse over to the custom field's name in the title bar.
    • Checklist Fields
      • We now show the checklist custom field's created date and the last modified date when you move the mouse over to the custom field's name in the title bar.
    • Checklist Stages
      • We now show the checklist stages custom field's created date and the last modified date when you move the mouse over to the custom field's name in the title bar.
  • Customer
    • Custom Fields
      • We now show the customer custom field's created date and the last modified date when you move the mouse over to the custom field's name in the title bar.
    • Customer Purchase Checklist
      • We now show the customer purchase checklist field's created date and the last modified date when you move the mouse over to the custom field's name in the title bar.
  • Product
    • Custom Fields
      • We now show the product custom field's created date and the last modified date when you move the mouse over to the custom field's name in the title bar.
  • Notifications
    • As the customers now have the ability to cancel their appointments we have added a new notification called "59 - Notify attendees & shop-admin when customer cancelled their appointment" which will notify the shop admin and who the appointment is assigned in the event of a cancellation.
    • We have added a new tag called "{appointment_url}" in the "6 - Notify customer when a new appointment was created".
  • Mailbox Rules
    • When "Ticket Priority" is enabled then the default "Priority" will be stored with the ticket.

Calendar:

  • When "Ticket Priority" is enabled then the default "Priority" will be stored when you create the ticket with the appointment.
  • No Show Appointments
    • You can now strike customers for "‘No Show" appointments from the modify appointment interface, we have added an option on the appointment called "No Show" so you can set the flag once the customer failed to turn up for their appointment.
    • We now show the date when "No Show" was triggered/recorded for the reconciliation process.
    • We now show a red flag if the appointment was a "No Show" on the following calendar view so you can easily distinguish between the normal appointment and the cancelled ones.
      • Month
      • Week
      • Day
      • Agenda
    • We have added a button to kist all "No Show" appointments
    • We have created a new menu called "Only" and listed the followings.
      • Calendar
      • Logistics
      • No Show

Notifications:

  • We have added the following new notification boxes.
    • Customer SMS Replied: This will show all the inbound SMS's came from the customer.
    • Appointment Cancelled: This will show all the appointments cancelled by the customer. 

Leads:

  • When "Ticket Priority" is enabled then the default "Priority" will be stored when you convert the lead to a ticket.

Estimates:

  • When "Ticket Priority" is enabled then the default "Priority" will be stored when you convert the estimate to a ticket.

Tickets:

  • Ticket Automation
    • We have added a new "Conditions" in the "Ticket Automation".
      • Days Since Created: This will search in the "Created Date" field. You may want to automatically set the tickets as resolved after one year. You can use this and set the value to 365 and in actions use the set ticket status option. This can also be used for various different scenarios.
  • Create Ticket
    • When "Ticket Priority" is enabled then you will see a new option called "Priority" when creating tickets and the default "Priority" will be selected automatically.
  • Modify Ticket
    • When "Ticket Priority" is enabled then you will see a new option called "Priority" when updating tickets.
    • If you have made any changes on the ticket page then the system will change the green "Update Ticket" button to RED colour so you don't forget to click on it. If you try to close the page before saving it then there will be a message letting you know that there are some unsaved data.
  • Create Bulk Ticket
    • When "Ticket Priority" is enabled then you will see a new option called "Priority" when creating bulk tickets and the default "Priority" will be selected automatically.
  • Bulk Ticket Update
    • When "Ticket Priority" is enabled then you will see a new option called "Priority" when updating tickets.
  • Import Ticket
    • We have added a new column called "Priority" in the additional columns.
  • Download Ticket
    • We have added a new column called "Priority" in the additional columns.
  • Ticket Preset Wizard
    • When "Ticket Priority" is enabled then the default "Priority" will be stored when you create the ticket from the ticket preset wizard.
  • Ticket Manager
    • We have added a new column called "Priority" on the ticket manager when "Ticket Priority" is enabled and you have added the "Priority" column to show on the ticket manager.
    • Board Views
      • One of the most helpful things about Board View is how visual it is. This means that it’s easy and instant to see how your ticket workflow is progressing and get at-a-glance updates of various changes as they move from column to column. Board View lets you map out your process into columns, see all of your tickets represented as cards, and quickly and easily see what stage each piece of work is at.
      • We have introduced 4 different "Board Views" to simplify the ticket workflow layout.
        • Board View By Status
        • Board View By Issue Type
        • Board View By Priority
        • Board View By Assigned To
      • The columns are draggable which will allow you to change the order of columns based on your workflow.
      • The ticket cards are also draggable and you can easily move them from one column to another, this can be used to update the ticket status, issue type, priority and technician.
      • All the notifications will also be triggered as normal where needed. E.g. when you change the status and there is a notification related to that it will be automatically triggered, The same rule will apply when you change the ticket from one technician to another.
      • There is a default shop-based setting which will apply to all shop users however they can set their own options too.
      • The "Filter" option is also available to saved/stored views at the user level, which will allow users to set their own filters and views.
      • Please note that the "Board Views" are NOT a replacement for "Ticket Manager", it's just another way of visualizing the ticket workflow as some people may prefer to use them instead.
      • Please click on the link for the kb article related to service level agreements (SLAs).
  • Ticket Monitor
    • We have added the ticket priority on the ticket cards.
  • Search Form
    • We have added a new field called "Priority" on the ticket search form.
  • Saved Search
    • The new search field is also part of the "Saved Search". This will allow you to create a saved search based on the ticket "Priority".

Customer Manager:

  • No Show Strike
    • We have added a new button called "No Show" with the current count, when you click on the button it will list all the appointments where the customer failed to turn up.

Sales:

  • Recurring Invoices
    • When "Ticket Priority" is enabled then the default "Priority" will be stored when the ticket is created for the recurring invoice.

Customer Portal:

  • When "Ticket Priority" is enabled then the default "Priority" will be stored with the ticket.
  • We have added a new page for the "Appointments" so the customer can cancel the appointment. Please note that the customer can only cancel the appointment if it's within the cancellation timeframe which can be set in the appointment widget.
    • A notification "59 - Notify shop user & shop-admin when customer cancelled their appointment" will be triggered when they cancel the appointment.
    • When cancelled we will also add in the system notifications as well. 

POS Interface:

  • If the default category is selected then we show the category name at the top so your staff knows that all the products are related to that category.

API Interface:

  • /paymentMethods - Collection
    • We now show the system payment methods as well hence why we have added the following attributes.
      • System
      • Key
  • /payments - Collection
    • POST
      • You can now POST payments that are related to a ticket invoice. The process is the same as you can take payment at any time and for any amount. Multiple payments are also available. Please note that once the payment has been processed it will perform the following as it does from the MGR.
        • Notifications related to payment and invoice if configured.
        • Rewards Points to Customer if configured.
        • Maintenance Plan if configured with the products.
        • Logistic Flow if configured.
      • Please note that these payments can't be assigned to an open register however you can use the register report and assign them to a register if needed.
  • /leads - Collection
    • POST
      • Country Code
        • We have added a new option called "countryCode", If not provided along with the "Mobile" field, the shop's country code or 'GB' will be used as default.
  • /leads - Member
    • PUT
      • Country Code
        • We have added a new option called "countryCode", If not provided along with the "Mobile" field, the shop's country code or 'GB' will be used as default.
  • /customers - Collection
    • We now return a new element called "post_code" in the "fulladdress" element.
  • /ticket - Collection
    • GET
      • Priority
        • We now return a new element called "Priority" to indicate the ticket's urgency.
    • POST
      • Priority
        • We have added a new option called "Priority" to allow you to assign a priority to an individual ticket to indicate the issue’s urgency.
        • We have added a new variable called "Create Invoice" which will enable the creation of the invoice after the ticket has been created. There are also two more variables related to invoices.
          • "Invoice Date": If provided then the system will use that date as the invoice created date otherwise it will be today's date.
          • "Invoice Due Date": If provided then the system will use that date as the invoice due date if not then the shop settings due date otherwise no due date will be stored.
        • We have added a new variable called "Print Invoice" which will enable auto printing of the invoice after the ticket has been updated and the invoice has been created/updated.
        • We have added a new variable called "Print Receipt" which will enable auto printing of the ticket receipt after the ticket has been created.
        • We have added a new variable called "Print Label" which will enable auto printing of the ticket label after the ticket has been created.
  • /ticket - Member
    • PUT
      • Priority
        • We have added a new option called "Priority" to allow you to assign a priority to an individual ticket to indicate the issue’s urgency.
        • We have added a new variable called "Create Invoice" which will enable the creation of the invoice after the ticket has been created. There are also two more variables related to invoices.
          • "Invoice Date": If provided then the system will use that date as the invoice created date otherwise it will be today's date.
          • "Invoice Due Date": If provided then the system will use that date as the invoice due date if not then the shop settings due date otherwise no due date will be stored.
        • We have added a new variable called "Print Invoice" which will enable auto printing of the invoice after the ticket has been updated and the invoice has been created/updated.
        • We have added a new variable called "Print Receipt" which will enable auto printing of the ticket receipt after the ticket has been updated.
        • We have added a new variable called "Print Label" which will enable auto printing of the ticket label after the ticket has been updated.

3rd-Party Integration:

  • Appointment Widget
    • We have added a new field called "Holidays on" which will allow you to add the days when you're off so we don't offer these dates for the booking.
    • You can now strike customers for "‘No Show’ appointments", we have added a setting for that, after reaching this the system will not let this customer book an appointment through the widget.
    • We have also added another option called "Appointment Cancelation Notice in Hours" which will prevent customers from deleting their appointments at short notice.
  • Leads Widget
    • We have added a new field called "Holidays on" (if you're creating appointments via the leads widget) which will allow you to add the days when you're off so we don't offer these dates for the booking.
    • You can now strike customers for "‘No Show’ appointments", we have added a setting for that, after reaching this the system will not let this customer book an appointment through the widget.
    • We have also added another option called "Appointment Cancelation Notice in Hours" which will prevent customers from deleting their appointments at short notice.
  • Ticket Preset Widget
    • We have added a new field called "Holidays on" (if you're creating appointments via the ticket preset widget) which will allow you to add the days when you're off so we don't offer these dates for the booking.
    • You can now strike customers for "‘No Show’ appointments", we have added a setting for that, after reaching this the system will not let this customer book an appointment through the widget.
    • We have also added another option called "Appointment Cancelation Notice in Hours" which will prevent customers from deleting their appointments at short notice.
  • Zapier 1.0.46
    • Triggers
      • New Ticket
        • We now return a new element called "Priority" to indicate the ticket's urgency.
      • New Updated Ticket
        • We now return a new element called "Priority" to indicate the ticket's urgency.
      • New Payment Methods
        • We now return the following new elements.
          • System
          • Key
      • New Customer
        • We now return a new element called "post_code" in the "fulladdress" element.
    • Actions
      • Create Payment
        • We have added a new action called "Create Payment" which will allow you to take payments that are related to a ticket invoice. The process is the same as you can take payment at any time and for any amount. Multiple payments are also available. Please note that once the payment has been processed it will perform the following as it does from the MGR.
          • Notifications related to payment and invoice if configured.
          • Rewards Points to Customer if configured.
          • Maintenance Plan if configured with the products.
          • Logistic Flow if configured.
        • Please note that these payments can't be assigned to an open register however you can use the register report and assign them to a register if needed.
      • Create Lead
        • We have added a new option called "countryCode", If not provided along with the "Mobile" field, the shop's country code or 'GB' will be used as default.
      • Update Lead
        • We have added a new option called "countryCode", If not provided along with the "Mobile" field, the shop's country code or 'GB' will be used as default.
      • Create Ticket
        • We have added a new option called "Priority" to allow you to assign a priority to an individual ticket to indicate the issue’s urgency.
        • We have added a new variable called "create_invoice" which will enable the creation of the invoice after the ticket has been created. There are also two more variables related to invoices.
          • "invoice_date": If provided then the system will use that date as the invoice created date otherwise it will be today's date.
          • "invoice_due_date": If provided then the system will use that date as the invoice due date if not then the shop settings due date otherwise no due date will be stored.
        • We have added a new variable called "print_invoice" which will enable auto printing of the invoice after the ticket has been created and the invoice has been created/updated.
        • We have added a new variable called "printReceipt" which will enable auto printing of the ticket receipt after the ticket has been created.
        • We have added a new variable called "printLabel" which will enable auto printing of the ticket label after the ticket has been created.
      • Update Ticket
        • We have added a new option called "Priority" to allow you to assign a priority to an individual ticket to indicate the issue’s urgency.
        • We have added a new variable called "create_invoice" which will enable the creation of the invoice after the ticket has been updated, if the invoice already exists then it will perform an "Update invoice" process. There are also two more variables related to invoices.
          • "invoice_date": If provided then the system will use that date as the invoice created date otherwise it will be today's date.
          • "invoice_due_date": If provided then the system will use that date as the invoice due date if not then the shop settings due date otherwise no due date will be stored.
        • We have added a new variable called "print_invoice" which will enable auto printing of the invoice after the ticket has been updated and the invoice has been created/updated.
        • We have added a new variable called "printReceipt" which will enable auto printing of the ticket receipt after the ticket has been updated.
        • We have added a new variable called "printLabel" which will enable auto printing of the ticket label after the ticket has been updated.
      • Find Ticket
        • We now return a new element called "Priority" to indicate the ticket's urgency.
      • Find Customer
        • We now return a new element called "post_code" in the "fulladdress" element.

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