Contracts

Every IT service provider or automation specialist deals with ongoing services. These can be software subscriptions, such as Microsoft licenses and virtual workstations. But also service contracts, helpdesk punch cards or VoIP subscriptions. It's convenient to track all of these in one place and get an overview at a glance. That's what our contract management module is for.

See https://inserve.nl/contract-management/

Projects

As an IT service provider or automation specialist, you regularly deal with projects. A project can be anything: planned maintenance, delivery of a VoIP system or equipping an entire office with hardware. With Inserve you can group tickets by project, giving you an overview of everything that has been done and still needs to be done.

See https://inserve.nl/projectbeheer/

Ticket type

You can now specify the ticket type for tickets. This allows you to better manage an ITIL-based process, for example by separating changes from incidents or outages. You can also use your own classifications, such as Sales or Repair Request.

See https://ticket-type-aangeven/

With the 'Quick Replies' feature you can do exactly what it says: reply quickly. This saves you and your employees a lot of typing.

See https://inserve.nl/snelle-antwoorden-voor-extra-tijdswinst/

The most important thing for an IT service provider, besides happy customers, is that hours are tracked properly. Because hours that aren't written down won't be invoiced. And if you think you'll remember at the end of the day how you spent your time, try tracking it for a day — you'll be surprised how far off you can be. Because this is so important, we've developed a new timer that helps you as much as possible not to forget logging hours.

See https://inserve.nl/timer-voor-goede-urenregistratie/

The options for notifications have been expanded to better handle spam and newsletter emails.

See https://inserve.nl/bevestingsmails-uitzetten-voor-een-aantal-e-mailadressen/

We previously mentioned that your customers can view tickets in a portal. Now invoices and quotes from WeFact can be displayed as well! This gives the contact person responsible for financial settlement a direct overview of outstanding invoices and quotes. The quotes can even be accepted directly!

See https://inserve.nl/facturen-en-offertes-in-self-service-portal/

• A number of roles have been added for handlers

View reports of registered time per handler. Important for assessing the efficiency of your employees and how billable they are.

For more information see https://inserve.nl/geregisteerd-tijd/

By popular request, we have launched the first version of our self-service portal (also known as a customer portal). This is of course an indispensable feature of a helpdesk system, (1) because customers ask for it, and (2) because it saves you time answering phone calls and emails.

When creating an account, the portal is automatically set up for you as well. Say you have an IT service company called Cloud BV. You create the subdomain cloudbv.inserve.nl, and the self-service portal will be accessible at cloudbv.inportal.nl. You can also host the portal on your own domain, for example support.cloudbv.nl — for that you can contact customer service at support@inserve.nl.

For more information see https://inserve.nl/self-service-portal/

Kudos to our first customers who put in a lot of time testing the beta version. We are ready to go live and truly start saving IT service providers time and money!

By default, the environment was set up with the statuses "Open", "Closed" and "Archived". Of course, that is not sufficient for many IT service providers. That is why we have added the statuses "Waiting for customer" and "Customer replied". This gives you a clearer overview of what still needs a response.

These statuses are also automatically updated when you send a reply or receive a reply from the customer. This way your Cockpit overview is always accurate and no tickets fall through the cracks.

Attachments can now be added to notes. And this applies not only to tickets, but also to assets, companies and contacts. Useful if you want to save, for example, a manual for an asset, or a Word file from the customer with a written-out report. Attachments are now also saved from emails, and when a note is sent to the customer, the attachment is included as well.

• You can assign tickets to individuals or groups, allowing you to assign an incident to a handler group (for example, Cloud)

• It is possible to read IMAP mailboxes, which automatically creates a ticket when an email is received, so your customers can communicate with you in the way they are used to

• It is possible to upload and display attachments within Inserve

• Direct time registration within Inserve with an automatic link to WeFact (More integrations coming soon)

• Asset management with categories and custom fields, so you can determine what current information is per device group

• An improved mobile layout, allowing you to view and update your tickets anytime, anywhere