CRM feedback

We have received an enormous amount of feedback on the new CRM/Deals module. Thank you for that — we have added many new features based on it. Here is an overview of the items that have already been implemented:

[Feature] Deal status automatically set to won when a quote is accepted

[Feature] When creating a new deal, fields are automatically filled in

[Feature] Tasks from projects are now visible in the projects module

[Feature] It is possible to create tasks within a deal

[Feature] Exporting empty invoice lines is now possible, for example for displaying stages

[Fix] Product price is now automatically filled in.

Redesign

As you have probably already noticed, a redesign of the application has begun. This will be rolled out in phases to create the smoothest possible experience.

And more:

[Feature] Planning module improved for mobile

[Feature] Show a loader when searching for related tickets

[Fix] SnelStart showed an error before a connection was established

[Fix] Scheduling a task from a ticket works correctly again

[Fix] Issue resolved where the image in the email signature could be deleted

[Fix] Multi-select on a custom field now handles the 'none' option correctly again

[Fix] Issue with too many quick filters resolved

Search function extended

It is now possible to search across more objects, such as tasks, subscriptions, and invoices. By popular request, these have also become checkboxes, giving you full control over which objects are searched simultaneously.

CRM feedback

We have received an enormous amount of feedback on the new CRM/Deals module. Thank you for that — we have added many new features based on it. Here is an overview of the items that have already been implemented:

[Feature] Call directly from a deal using a clickable link.

[Feature] Projects are visible on the company detail page.

[Feature] Link between deal and ticket when the deal was created from a ticket.

[Feature] When sending a quote, you can now customize the message to the customer.

[Feature] Hours for post-calculation now show the actual price instead of the estimated price.

[Feature] The order of stages can now be adjusted.

[Feature] Submenu item available for quotes.

[Feature] The order of quote lines is now adjustable.

[Feature] Deal stage can be changed quickly.

[Feature] Search is possible in deals and projects.

[Feature] Projects are visible in the menu.

[Feature] Tasks from projects are also visible in the tasks overview.

[Fix] Product price is now automatically filled in.

[Fix] The button to create a subscription in the project stage has been removed.

[Fix] The deal is no longer unnecessarily refreshed after a customer response.

[Fix] A deal does not create an invoice when manually marked as won.

[Fix] The total price of the quote is now always calculated correctly.

[Fix] Exporting to CSV works correctly again.

[Fix] The "last updated" date is now updated when adding a note to a deal.

[Fix] Custom date fields are visible in the deals and projects overview.

[Fix] Attachments may now also contain "/" or "".

And more:

[Feature] Ninja One: buttons added to go directly to Assets and start a TeamViewer session.

[Feature] The settings menu has been restructured with submenu items.

[Feature] The button for sending time entries is only visible when email addresses are linked to the company.

[Fix] Contact persons were incorrectly removed when switching companies.

[Fix] With 2 subscriptions from the same customer, 2 invoices can now be generated.

[Fix] Issue resolved where empty lines were created for pro-rata amounts above 1000 euros.

[Fix] Ninja One integration incorrectly showed an error on the settings page.

[Fix] Time entries no longer end up on a subscription invoice when the "invoice subscriptions separately" option is enabled.

[Fix] Custom fields in the subscriptions overview are visible again.

[Fix] Link to a subscription line in the activity log works correctly again.

[Fix] The date on a time entry is now required.

[Performance] A very valuable addition.

Follow tickets

By popular request, it is now possible to follow a ticket. This way you stay informed of changes in a ticket you are not the handler of.

For more information on how this feature works, see this article:

https://docs.inserve.nl/nl/article/tickets-volgen

Generate a new ticket based on a message from another ticket

When you close a ticket and receive a thank-you message that immediately introduces a new problem — we all know the feeling. It is now possible to convert that message into a new ticket. This allows you to neatly separate matters and keep your SLA correctly applied to the right question.

Customers are informed via the standard route. So if you have notifications enabled for new ticket creation, the customer will receive one immediately.

Choose whether to apply pro-rata when modifying a subscription

When you now adjust or add a subscription line, you will be asked from which date you want to apply this line.

And more:

[Feature] Automatically export subscription invoices

[Feature] Choose which fields are visible when creating a ticket in the customer portal

[Feature] Custom fields can now be set as optional or required when editing a ticket

[Feature] Optimizations for retrieving data in the table view. This can result in a speed improvement of more than 50%!

[Feature] The prepaid hours card is now shown as multiple lines in Teamleader

[Feature] The product code is now visible as a column in the subscription lines table view

[Feature] Merging tickets is now possible when both tickets are closed

[Feature] Tickets from Datto are automatically linked to the correct company

[Feature] Extended invoice logging

[Fix] Subscription lines are now correctly merged into one invoice when upgrading a subscription. Previously these could end up as separate invoices.

[Fix] Work orders are now printed correctly with 2 decimal places

[Fix] Time input in the modal window has been improved to prevent invalid values

[Fix] The start time in the modal window is now set correctly and no longer defaults to 00:00

[Fix] Closing a ticket no longer updates the date of the associated items

[Security] Security patches and updates have been applied to the latest versions.

Subscription behavior on changes

You can now configure per subscription exactly how it should respond to mid-period changes.

Separate invoicing for subscriptions

Subscriptions are now placed on a separate invoice by default, no longer mixed in with other work. This setting can be adjusted per subscription.

Subscription lines overview

There is now a handy overview of all subscription lines, so you no longer have to search through individual subscriptions.

And more:

[Feature] Optimizations for quickly retrieving tickets in the cockpit overview.

[Feature] When a validation error occurs during a CSV import, you now receive an email notification.

[Feature] Exclude folders in Gmail when importing emails.

[Feature] Improved performance in the planning module.

[Fix] Invoices and contracts are now correctly updated when activities are changed in the invoice overview.

[Fix] Filters for 'none' now work as expected in custom fields.

[Fix] Attachments in mention emails now work as intended again.

[Fix] Changing the order of quick filters is possible again.

[Fix] Ticket fields are now always updated when navigating via notifications.

[Security] Security patches and updates have been applied to the latest versions.

Inserve licenses are now calculated automatically

It is no longer necessary to order additional licenses from us. We automatically read out the environments, so when you create a new handler they will automatically be billed. When downgrading, the account will also automatically no longer be charged upon renewal.

And more:

[feature] Optimizations for retrieving tickets

[feature] When a time entry falls within a contract, this is now visible within the ticket

[feature] Negative amounts can now also be used

[feature] Newlines on subscription lines

[feature] When a mail connection with Inserve is broken, you will receive an email notification

[feature] When selecting a product, the description is now automatically filled in

[feature] Filter option added for tickets created from an accepted deal

[fix] Exporting products is possible again

[fix] Creating a new contact person from a company is automatically filled in again

[fix] Issue resolved where a grey screen appeared when searching

[fix] A nightly check by Inserve could update the last modified date — this no longer happens

[fix] Several issues resolved with navigating via notifications when already in another ticket

[fix] Ticket created email is no longer sent to people in the CC

[fix] Adding a new role is possible again

[fix] Time entry now calculates the start time the same way in all locations

[fix] When navigating between companies via the search function, all data is now refreshed

Reorder tasks

It is now possible to change the order of tasks by dragging:

Completed tasks can now also be hidden immediately.

And more:

[feature] When replying to a ticket without a handler, it is now automatically assigned

[feature] Map Ninja RMM fields to fields in Inserve

[feature] Bill to field when using a prepaid hours card

[feature] Manually added invoice lines are now locked and will no longer be removed when refreshing invoice lines

[feature] Buttons are no longer visible when a user does not have the required permissions

[feature] Import of invoice lines has received a major update

[feature] Restoring items is now also available in the activity log

[feature] Improvement related to topping up a prepaid hours card

[feature] Improvement related to multiple appointments in the planner

[fix] Paused timer could continue counting in the background when not active in the tab

[fix] Opening links from a message in Inserve now always works correctly

[fix] Sorting the cockpit could return empty values

[fix] Discount is now included as a product line from a Teamleader quote

[fix] Restoring a deleted ticket now also restores the messages as expected

[fix] Automatically closing tickets now also works with duplicate email addresses

[fix] Changing ticket subject now also updates the invoice lines

[fix] Signature is always visible again in the customer portal

[fix] Hostfact sync always uses the correct name for a contact person

[fix] Filter on handler 'Myself' + 1 other handler now gives the expected result

[fix] Quick reply now gives the correct result when navigating via a notification

[fix] Quick reply now gives the correct result when changing the contact person

Time entry overview

It is now possible to send the associated time entries as a PDF by email at the same time as exporting an invoice. This keeps the invoice concise while allowing multiple administrative contacts to receive the time entry overview.

See for a detailed explanation:

https://docs.inserve.nl/nl/article/tijdregel-overzicht-bij-exporteren-factuur

Internal IT license

We have added an extra user type. This makes it possible to grant a handler access at the company level. This can include multiple (subsidiary) companies. This can be useful for an internal IT employee who wants to handle first-line support themselves or maintain an overview of all tickets, or an external contractor who only works for a specific group of clients.

This type costs half a license. See https://docs.inserve.nl/nl/article/account-types for all license types.

And more:

[feature] Highlight on selected row

[fix] Search for contact person

[fix] Description to Teamleader invoice improved

[fix] Some attachments were not read correctly

[fix] Ticket could be closed while a category was required

[fix] User type in Azure was sometimes not detected correctly

[fix] Custom fields were not displayed correctly in the activity log

[fix] Updating custom fields via API improved

Activity log

Get complete insight into all activities performed within Inserve. To be even more successful during audits and gain insight into changes made within Inserve.

Documentation on the activity log can be found here:

https://docs.inserve.nl/nl/article/activiteiten-log

History for assets

All history on assets is now available:

Of course also available on other objects, but this was an explicit request.

And more...

• Changes related to dark mode

Dark mode

The much-requested dark mode is now available! The button can be found at the very bottom left next to the ideas board button. By default it picks up your OS preference, so it might open directly in dark mode 😎

Dual New button

The New button now defaults to the type you are currently viewing. If you want to create a different object, there is always the option to select from the dropdown menu.

And more...

• Bug where zoom was applied on mobile

• The start date of the subscription is now always displayed correctly when adjusting a subscription

• 'Closed on' is always neatly filled in again, not just when there is an SLA

• .EML files are now correctly added as attachments

• Tasks from ticket templates are no longer displayed in the task overview

• Invoices in INportal work correctly again with a WeFact integration

• Email attachments are always displayed as attachments again in Outlook

• Issue resolved where black emails could occur

Global search function

The search function is now available at the top of the screen and can search through multiple objects simultaneously. Additionally, its performance has been significantly improved.

CSV import for invoice lines

It is now possible to import a CSV file into invoice lines.

Extended direct debit options

It is now possible to configure in more detail per company whether work, subscriptions and imported invoice lines should be direct debited from the customer or not.

It is also possible to enable or disable direct debit per subscription.

Custom field as a link

If the value of a custom field starts with http, the link will now be clickable.

Technical update

Everything on the back end has been updated to the latest versions, so we are again at the forefront in terms of performance and security.

This release also contains numerous minor fixes and improvements.