New in version 20
This version deals a lot with automation to help you manage recurring stuff you need to perform in your business.
New! Recurring Tickets
Do you have tasks that need to be performed repeatedly for customers? Such as reviewing the status of a customer’s backups or run periodic server maintenance? If so, then recurring tickets is the feature for you.
With the new Recurring Tickets feature never need to remember to perform repeating jobs. You just need to configure a Ticket Template that will create new tickets automatically based on a recurring schedule. These tickets will remind you to perform the work and they already will include all details required for the job.
You can also select an Activity Template for such tickets and it will be applied automatically when the new Ticket is created from the template.
Manage recurring ticket templates using the main Tickets window and review customer specific templates under the Account’s Tickets tab.
Usage examples:
- Daily ticket to verify customer backups.
- Weekly ticket to check antivirus scan reports.
- Monthly ticket to perform customer server maintenance.
- Monthly ticket to carry out preventive proactive maintenance on a server or other equipment.
- Annual ticket to install the new SSL certificates on the customer server.
New Tickets created automatically from recurring tickets templates get pushed automatically to the Open Tickets list, so you never have to remember to open them or look for them.
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Click to enlarge===> Read more about Recurring Tickets
NEW! Recurring Charges – Put Charging on Auto-Pilot
Simplified yet powerful automated recurring billing.
This new feature lets you manage any number of recurring charges under each customer account.
If you need to automatically charge customers –
- monthly for 365 subscriptions?
- yearly for domain renewals?
- monthly for hosting services?
- yearly for antivirus renewals?
– the new recurring charges feature is for you.
Simply configure a recurring Charge Template and have new charges automatically created under the relevant customer accounts based on a defined recurring schedule.
Recurring charge templates can be managed using the main Charges window. You can also review customer specific templates under the customer Account Charges tab. You can edit and update each template, including price and quantity updates, and all edits will affect new Charges created automatically in next recurrence cycle.
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Recurring Charges vs. Contracts and Contract-price Charges
In some case the new Recurring Charges feature may be used instead of Contracts and Contract-Price Charges.
Recurring Charges represent an alternative method to support recurring billing. They are easy to manage and track, and they are great when used for the correct use case.
When to use Recurring Charges and when to use Contracts?
Use Contracts with Contract-Price Charges in the following cases:
- When you need to track and limit time usage or total amount for the certain period (e.g. using the blocks of time or money).
- When your need to carefully decide what’s “covered” using Custom billing options as well as define billable-flag settings.
- When you need to assign tickets to specific billing arrangements (i.e. Contracts) and have special rates and prices.
- When the customer pays for a service agreement that additional activity may be reported on using labor, parts or expense charges.
Use Recurring Charges in the following cases:
- When the recurring charge at hand represents a granular service or product the customer pays for (e.g. domain name renewal or monthly hosting plan) unlike paying for an agreement or service contract that may cover additional activity logged by your team using charges.
- When the recurring charge at hand is not covered under the existing contract.
Customer may have Contracts running and Recurring Charges running.
The two do not conflict and each offers its advantages depending on the case.
The new Recurring Charges feature is a simplified way to charge your customer for recurring services that do not require any additional overhead activities.
===> Read more about Recurring Charges
Email Alerts
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- New! Alerts for Sales Opportunities
Email notifications for new sales opportunities will now be sent to the opportunity manager when the sales opportunity is assigned to them as well as when the sales opportunity is updated. - Email Alerts can now be sent to the employee performing an action, unlike before where employees got notified only when an action was performed by others.
- New! Alerts for Sales Opportunities
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- Alerts about Tickets and/or History Notes added by RMM (Continuum/Max Focus (GFI)) can now be disabled.
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- Ticket Email Alerts now include a link to start a Web Timer. A great time saver.
- Ticket Email Alerts now include a link to start a Web Timer. A great time saver.
- Alerts to Customers – When the system is configured to email customers about Tickets being closed, the ‘Cancelled’ status can be excluded. This allows you to prevent sending an alert to the customer about ticket cancellation.
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Web Interface – Protecting user accounts
Continuous failed logins may automatically block and suspend Web users. Such users can be reactivated by system administrators. You can turn this feature on/off by visiting Tools > Options > Web Interface.
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Microsoft 365
Version 20 includes the necessary changes to support Microsoft’s recent announcement about 365 only supporting TLS version 1.2 for email activity.
Performance enhancements and bug fixes.