System Update - June 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.

Dashboard:

  • Sales Progression
    • We have added the "Payments" amount which will represent the payment taken during that time frame.

Settings:

  • General
    • Date Range for Sales Progression
      • We have added an option to set the default date range for the "Sales Progression" section on the "Progression", the following are the options.
        • Today
        • Yesterday
        • Last 7 Days
        • Last 15 Days
        • Last 30 Days
        • Last Month to Date
        • Last Week
        • Last Month
        • This Week
        • This Month
  • Tickets
    • We have added the option of "Reset to Default" in the following sections.
      • Ticket Monitor Snippet
      • Manage Columns on Ticket Manager
      • Default Sorting on Ticket Manager 
  • Customer
    • We have added the option of "Reset to Default" in the following sections.
      • Customer Portal > Custom Fields in Repair History
      • Manage Columns on Customer Manager
      • Default Sorting on Customer Manager
  • Product
    • Default Sorting on Product Manager
      • We have added the option of "Reset to Default" in the following sections.
    • Manage Columns on Product Manager
      • We have added a new option called "Retail (Excl. VAT)".
      • We have added the option of "Reset to Default" in the following sections.
  • Template Editor
    • We have added the following new tags related to the invoice. Please note that all the tags with "_DT" show the date with time.
      • [INVOICE_DT]: This will show the invoice date with time.
      • [INVOICE_DUE_DT]: This will show the invoice due date with time.
    • We have added a new template called "Warranty Card" which will print the warranty information on the "ZC300 SERIES CARD PRINTER".
    • We have added an option to priorities "Extended Tags", you can use any of the "Extended Tags" separated by pipe sign | in a single tag for priority replacement. For example [TAGA|TAGB|TAGC] will be replaced with data preferred for TAGA first. If no data is found for TAGA, the data for TAGB will be preferred, and then TAGC. Tags with no data will be removed from the template. You may have a requirement where you want to show the "Company Name" if exists otherwise "Customer Name". In such a case you would be using the extended tag like [CUSTOMER_COMPANY_NAME|CUSTOMER_COMPANY_NAME]. You can do this on all the following templates where "Extended Tags" are available.
      • Invoice
      • Repair receipt
      • POS receipt
      • Lead receipt
      • Estimate Receipt
    • We have expanded the following tags on the "Labels Templates" so you can format the phone numbers based on the country and now they can be used with FORMAT="US" or FORMAT="UK".
      • [CUSTOMER_NUMBER] can be used as [CUSTOMER_NUMBER FORMAT="US"] 
      • [CUSTOMER_MOBILE] can be used as [CUSTOMER_MOBILE FORMAT="US"] 
      • [CUSTOMER_TELEPHONE] can be used as [CUSTOMER_TELEPHONE FORMAT="US"] 
  • Calendar
    • Show Due tickets on the calendar
      • We have added a new setting called "Show Due tickets on the calendar" that will allow you to show due tickets on the calendar.
  • Mailbox
    • From now on If the customer replies to any notifications that are related to a ticket and you have a mailbox setup then it will automatically be added to the "Email" section of the "Communications" tab within the ticket section.

Calendar:

  • If "Show Due tickets on the calendar" is enabled then all the due tickets will be shown on the following calendar views.
    • Month
    • Week
    • Day
    • Month Agenda

Leads:

  • Communications Tab
    • We have added a new tab called "Communications" with the following options.
      • Emails: This section will list all the "Outbound" and "Inbound" emails along with the option to compose a new email.
      • SMS Messages: This section will list all the "Outbound" and "Inbound" SMS messages along with the option to compose a new SMS.
      • Phone Calls: This section will list all the "Outbound" and "Inbound" phone calls along with the option to make a new call.
    • We have also added a counter on the "Communications" tab so you know there is some activity.

Tickets:

  • Ticket Automation
    • We have added the option to create automation with the tickets, ticket automation will allow you to create "Conditions" and "Actions", and when those conditions are met the system will perform those actions.
    • The ticket automation can be used to automatically perform actions such as:
      • Assigning tickets to different technicians based on the contents of the "Subject" or if the ticket is related to a particular "Company"  of the ticket.
      • Setting ticket properties like status, comments, priority and type based on conditions.
      • Sending an email notification to customers raising a specific kind of request.
      • Automatically remind customers by sending email/SMS notifications when they haven’t responded to a ticket.
      • Managing escalation when a ticket has been opened longer than a certain time.
      • Notifying managerial users if a ticket bypasses a specified threshold.
      • Routing the ticket to a specific technician depending on keywords in the short info of the ticket.
      • Sending an automatic response to a technician or customer by sending an email/SMS with specific tips if certain keywords are in the short info.
      • Automatically close a ticket by setting the ticket status to “Resolved/Pickedup” when a ticket has been picked up after a certain time has been passed.
      • And a lot more can be done with ticket automation. The possibilities are endless.
    • The following is the list of "Conditions" which are used to extract the data.
      • Allocated To: This will search in the "Technician" field.
      • Due Date Passed: This will search in the "Ticket Due Date" field but only the ones that have passed.
      • Hours Until Due Date: This will search in the "Ticket Due Date" field and the ones that are due in X hours.
      • Not Updated in Hours: This will search in the "Ticket Last Updated Date" field and hasn't been updated in X hours.
      • Part Order Received: This will search in the "Part Order Received" field.
      • Ticket Issue Type: This will search in the ticket "Issue Type" field.
      • Ticket Status: This will search in the ticket "Issue Status" field.
      • Ticket Subject: This will search in the ticket "Issue Subject" field.
      • Ticket Priority: This will search in the ticket "Priority" field.
      • Invoice Status: This will search in the ticket "Invoice Status" field.
      • Invoice Due Date Passed: This will search in the "Invoice Due Date" field.
      • Days until Invoice Due: This will search in the "Invoice Due Date" field and the ones that are due in X hours.
      • Customer Address: This will search in the "Customer Address" field.
      • Customer Company: This will search in the "Customer Company" field.
      • Please note that some of the conditions may have the following operators to give you more control while extracting the data.
        • equals to
        • is not equal to
        • contains
        • does not contain
        • no one: This is used with "Allocated To" which will bring all the tickets that are not allocated.
    • The following is the list of "Actions" which can be applied to the extracted data.
      • Allocate to Technician: This will allow you to change the technician.
      • Set Ticket Status: This will allow you to change the ticket status.
      • Set Ticket Priority: This will allow you to change the ticket priority.
      • Add Ticket Comment: This will allow you to add a new ticket comment.
      • Email to Technician: This will allow you to send an email to the technician.
      • Email to Customer: This will allow you to send an email to the customer.
      • Send Email (Custom): This will allow you to send an email to a custom email address.
      • Send SMS to Customer: This will allow you to send an SMS to the customer.
      • Send SMS (Custom Number): This will allow you to send an SMS to the custom number.
      • Update Ticket Last Updated Date: This will allow you to update the ticket's last updated date.
      • Update Ticket Custom Field: This will allow you to update the ticket's custom fields.
  • Ticket Manager
    • We have added an icon next to the ticket timer to distinguish between the ones that have time and the ones that are running right now.
  • Warranty Card
    • We have added a new option in the "Ticket Actions" called "Warranty Card" which will allow you to print the "Warranty Card".
  • Download Tickets
    • We have added the following options in the "Download Ticket".
      • Download Ticket Comments (Last 1 Month)
  • Download Ticket Comments
    • We have added the following options in the "Download Ticket Comments".
      • Download Ticket Comments (Last 1 Month)
      • Download Ticket Comments (Last 3 Months)
      • Download Ticket Comments (Last 6 Months)
  • Download Ticket Timer 
    • We have added the following options in the "Download Ticket Timer".
      • Download Ticket Comments (Last 1 Month)
      • Download Ticket Comments (Last 3 Months)
      • Download Ticket Comments (Last 6 Months)
  • Ticket Monitor
    • We have added an icon next to the ticket timer to distinguish between the ones that have time and the ones that are running right now.
  • Parts Order
    • We have made the following changes in the ticket parts order to speed up the product creation process.
      • We have added 3 new fields.
        • Our Cost
        • Price for Customer
        • VAT
    • If the parts order is associated with a ticket then after creating the product it will be added to the ticket line item automatically.
  • Search Form
    • We have added the following field in the search form which will work with the saved search as well.
      • Customer's Country
  • Ticket Timeline View
    • We now show the shipment detail of the following suppliers in the ticket timeline view.
      • Purolator
      • UPS
      • DPD
      • PackLink

Product Manager:

  • Models
    • Import/Export
      • We have added a new column called "Group" in the import and export that will allow you to associate groups with models during the import/update process.

Purchase Order:

  • We have increased the length of "Supplier Invoice Number" to 100.
  • The system now logs when you create a line item from the "Parts Order" so you are aware of how the line item was created.
  • If the line item is created from the "Parts Order" and it's been fully received then the system triggers the following notifications from the PO interface as well.
    • 5 - Notify customer when out of stock part is received
    • 56 - Alert to repairer when out of stock part is received

Reports:

  • Ticket Report By Country
    • We have added a new report called "Ticket Report By Country" which will list all the tickets grouped by country.
  • Staff Performace Report
    • We have added a new column called "Duration" on the “Staff Performace Report” that will show the "Ticket Time Log" data. Also, if you click on the duration link it will take you to the “Ticket Time Log” report with the breakdown.
  • Ticket Timer Report
    • We have added a new report called "Ticket Timer Report" which will allow you to filter the ticket timer data, this report can also be used as a staff performance report as it shows how much time they have spent on each ticket.

POS Interface:

  • We have added the search option in the following tabs that are located on the right-hand bar.
    • Model
    • Brand
    • Categories
  • When you create the customer from the customer display it will automatically populate the newly created customer on the "New Ticket" interface. The ticket interface doesn't have to be opened as long as it's opened within 10 minutes of creating the customer.

3rd-Party Integration:

  • Print Node
    • Warranty Card
      • We have now added the option to auto print the "Warranty Card" via the "Print Node" integration.

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