The invoicing module has been expanded. Closed tickets are now automatically placed on draft invoices, which can easily be exported to the billing package.

• Invoicing can be configured in more detail, including a preview

• Helpdesk contracts can be recorded, containing the rules for invoicing

• Open tickets can already be invoiced in advance

• Periodic database backup export is now possible

• Technical update to Laravel 8 and various performance improvements implemented

It is now possible to log in with two-factor authentication (2FA).

• Go to your profile via the button in the top right of your screen, then click your username

• Scan the QR code under the 'Two-factor authentication' heading

• The status of all handlers is visible in the Handlers section

This update is primarily technical in nature: the back-end framework, Laravel, has been upgraded to version 7. This doesn't directly benefit you as a user, but it is necessary to stay current with security updates and provides more capabilities on the back end for our developers.

In addition, the following changes have been made:

• The permissions and roles system has been updated, allowing finer-grained permissions to be assigned to handlers and contacts

• Security scan performed and minor fixes applied, such as a shorter token lifetime

• Tickets in the self-service portal can now be sorted and filtered

In this update we have added an HTML editor to messages. This gives you more control over the style of your messages and makes it easier to adjust existing messages. It is also now possible to paste images into messages.

Additionally, a number of minor improvements:

• Signature configurable per handler

• Gripp integration improved

• Xelion integration twinning bug resolved

• Bug resolved when retrieving print view and attachments

• Sending a message to a non-existing contact is now possible

• Quick replies now also support HTML

• In the Self-service portal, HTML is now possible in the welcome text and the text on the ticket form

• File storage has been moved to a separate redundant server in Arnhem with the S3 protocol for enhanced backup options and speed

The biggest addition is the Gripp integration. This works the same as the WeFact / HostFact integration. For more information, see https://inserve.nl/integraties/gripp/

Additionally, the following improvements have been made:

• CC email bugs resolved

• Activity is now required when entering hours

• The ticket creation form is aligned in 2 columns

• When invoicing, time lines can be merged into a single invoice line

• The subject on an invoice can be adjusted

The biggest update is that for incoming emails from customers, the CC is now saved in the ticket and included when replying. Of course this can also be modified, so you can add customers later as well. This feature is intended for outgoing CC. Internal CC's — for example a colleague — will be covered later.

There are also a number of fixes and minor improvements, such as:

• A private note can be made visible again. This is useful when you want a note to appear in the portal, but don't want to send an email

• The date of a note can be adjusted. This is useful when writing up backlogged work and attaching the correct date so the message order is accurate

• [description] field added to Quick replies

• See a preview of which email addresses the message will be sent to, before clicking Send. When no email address is known, the button is hidden entirely

• Some emails were being sent via Inserve even when a custom SMTP was configured

• Notification email added to handler when a colleague replies

• Xelion integration improved

• The ticket print layout has been improved

• You can now quickly select the type, source, categories and handler without editing the ticket

• Description is required when entering hours

• Reply-to address was still set to info@inserve.nl in some places

• Integration with Canny (this tool) so the user is recognized directly

• Minor fixes and improvements

• Minor fixes related to HostFact

• In a project you can now enter the budgeted hours. The hours used from related tickets are added together, giving you a view of how many hours are still available for this project:

And in the projects overview you can see all projects in a row with their corresponding figures:

• You can now add an invoice email address to a company

• When invoicing, you can choose to create the debtor in WeFact / HostFact (including the previous email address so the invoice can be sent immediately)

• Invoice lines can now be checked or unchecked for billing

• Invoice lines can be formatted with tags

• The Cockpit filters have been tweaked to make them more user-friendly

• In the debtor list for invoices, initials and last name are shown for individual customers

• Bug fix for selecting contacts and companies

This version contains the following changes:

Statuses are customizable (this was already possible on the back end, but now also by customers)

• Ticket source has been added. This allows you to indicate whether a ticket came in via Phone, Email, Self-service portal or something else (for example Store or Internal)

• Default activity per handler

• Default handler per company

• Default 'non-direct debit' when creating invoices

• Statistics are now visible to all handlers (great for internal competition: ) )

• Customer permissions have been further split into 'view invoices', 'view quotes' and 'approve quotes'

• Various minor bug fixes