Hey guys, Terry with Computer Pro. This is a mHelpDesk quick video on how we use it. I did a post in TechLevel to see how other people use it and if we could get any tips ‘cause we’re pretty new to it, coming off some different software, so I just wanna make sure that we’re fully utilizing this in the best way that we can, get any tips and tricks and stuff like that. So, that being said, the work order screen – I think by default it groups to status, which is really cool – some of it – there’s a lot showing Open that’s because I just made these phases, which is, kind of, how we work with stuff like diagnostic cleaning. There’s actually five of them and I’ll show you that in a second, so let’s say I go through and add – here’s our basic work flow, okay? – we add a new work order. I’ll just put me, use myself here. System – so we add a new system. Under this Name place here we found it best, especially in the business environments, to use a person’s name ‘cause, you know, we started doing anything here. We’d put, you know, Dell OptiPlex, Dell Desktop, whatever and it didn’t – if you’re going to the business and there’s 10 or 15 employees there you need to be able to differentiate that system from the rest and using the person’s name is just very, very easy. Down here, now, we populate these there’s – in the set up you can add to these lists – so, let’s say there’s OptiPlex, I dunno, 3010, we’ll say – it would be like a Dell Asset tag 5BGY6U, anything. Okay, and we populate these lists too and these can be changed, like, for example OS Windows 9 comes out – we can quickly add a Win9. Password – we made this field mandatory – so, if you click Save it’s not gunna let you unless you populate – even if there’s none, you just write none. That’s because if we forget to ask them the password when we’re checking in the system it’s just, kind of, a pain to have to call them and get a hold of them just to say, “By the way, what’s your password? We forgot to ask you,” so, it makes it required, which is really nice. Also, we have, like, the middle package from this place that lets us customize forms and fields based on service type and what that means is, let’s say, if it’s a laptop repair – see how this dynamically changes? This check list pertains to more laptop stuff? If it’s gunna be a complete service then –based on the service type – this’ll change. So, if we save it as – oops! It won’t let me save it. There’s a password required here, that’s right. Just confused. Just let me put in mine really quick and I’ll explain that in a second too – so, if I change it to a complete service, now these things change based on that template, which – I’m not sure about this. This was originally intended as our guys did stuff – as our techs did stuff – they could check off the stuff when they’re done and we could tell how far they were, but, you know, when you have a ton of systems in there it’s just, it’s not practical that they don’t always do this, so we’re still, kind of, looking into that. The reason why we have a password here and on the system is because when we print out the work order to tap to the front of the machine we just do it on our little receipt printer, tapes it to the front, the password is right there, so they don’t have to get into here, look up the system, look up the password, it’s just right in the front, so that’s why we have it in two different places. Let’s see, most of this is self-explanatory, the current status defaults to New, but then once it’s being worked on, like I was saying, we, kinda, added – I added these the other day, I think it’s gunna help out – it tells how far along it is, you know, the diagnostic phase, obviously, that’s the beginning. If it’s a clean up, you know, you could end up removing some bad software and, kinda, cleaning it. The scanning phase, that’s all your scans, your malware bits, any spyware, virus scans, all those things like that. Update phase, that’s your Windows Updates and application updates and so forth. The Optimize would be, like, your defrag and any tweaking and stuff that you would do after the fact. So, these 1, 2, 3, 4, 5’s kinda show – ‘cause that’s the order that we do things – it kinda shows how far along it is. I think that’ll help out, we just started doing that the other day. The service type, like I said, we’re a flat rate shop, for the most part, so we try to get the right up front to eliminate, you know, having to call them with an estimate – sometimes you have to. If it’s hardware-based you don’t know, you do a diagnostic and you have to call, but if they bring it in to clean up, or if it’s virus-infected we tell them right up front, we have a complete service, it runs $99.00, includes all your updates, this antivirus software, you know, cleaning, virus-removal, like, the whole shot, so they approve it right then and there, so we don’t have to call them back. The complaint summary is just a quick, one-liner of, you know, why is it in there? The problem description, I like putting this in their words, so if they tell me, you know, “Started having a lot of pop ups recently.” If they say something really off the wall, kind of, you still wanna get it in their words, but if it’s kind of weird you can just put, like, “Per customer,” so you know that you guys didn’t say it, they did, but I think it’s a good habit to put the customers words or how they phrased it – their summary – in here and then you just put, like, the core of why it’s in there in the complaint summary. Let’s see, the rest of it, this is self-explanatory – due date, priority, assign – you can assign it to your tech here. If it’s a laptop that came in with an adaptor your can check the stuff they’ve brought with it. Technical findings is what we found out, so might have a root kit, say – if we can tell – the name of virus, so, it’s findings, basically, so it’s for our records as well as theirs and that’s pretty much it. So, we do that – now, if it’s status is New right off the bat – we go into our work orders. It’s gunna show – being new – it’s gunna show right on top, so –there we go right there – so, you can get to it this way right from your work order screen. As it progresses, say the guys are getting it and it’s now in the Scanning phase – it’s being scanned – so, we go back into work orders – whoops, back into my work orders – and you’ll see now that it’s – the status is – under Scanning – there is goes. So, as it gets down the list it gets closer to being done, so we’ve got some ready for billing – I have to bill those out yet – most of those are the business clients, of course. Read for Pick Up, there’s one Ready for Approval, you know, most of the old ones have to be moved into the appropriate thing. I just started setting up these phases the other day. Let’s see, so let me go back into it – Scanning Phase – oh, the other thing is it logs notes, which is pretty cool, it automatically timestamps stuff, so when it came in, when it started to be scanned when it was in that, it timestamps when it was done, which is neat, or if you have to do a note, like, Customer called and will be out of town until Monday we’ll just say. Save it, it just keeps all your logs and notes right there, timestamps it for you, which is really neat, so this part works out well. So, back into the work order – we’ll say it’s Done now – okay, it’s ready for pick up change the status – Ready for Pick Up – course that changes it in our master list of PCs in the shop and we have to generate an invoice for it. So, we click the Invoice tab, we go to Add Invoice for this Work Order, Add an Item and we just choose – it’s Complete Service, this is pre-populated, of course. Ah, here’s something that we – I don’t know how you guys are handling it, but we sent in a Feature Request to have some additional buttons here for some things because the way it works is – oh, let me try to explain it right and show you here – you can customize the invoice template and put things like: Problem, Complaint Summary, Description, Technical Findings – you could have that automatically populate the invoice, but depending on the invoice, sometimes things can get, kinda, long here and it’ll get a little – it can cause the receipt to print out two receipts out of the receipt printer, rather than one, and it could do some weird things – so, what we’ve been doing, kinda, stinks, but we’ve been, kinda, copying and pasting – which I know isn’t the most efficient way to do it, but – ‘cause, you know, they see a line item with a price they wanna – they should – at least have a little info on their receipt – not just on your work order – you gotta give them something too. You don’t normally give them the work order, just a receipt, so – I guess you could print a work order, give it to them also, but – so, I usually let them know what it was in for and what we found, just some basic stuff. So, even if it was on different line items if there was – boy, the internet’s really slow here, I’m actually on my, wow it’s outrageously slow. I’m on my home PC, so it might be my internet here. I stopped here to have lunch and am recording this real quick, but – at any rate – even different line items, if there was a button where you could just press, like, Technical Findings and it would just populate that with a zero balance, just, like, notes and then we could go into it and edit it from there – for us, anyway – that would be really, really handy. I don’t know how you guys deal with that – I’d like to know – but that’s the only thing we can think of right now, so that’s pretty much it. We create an invoice for it. Payments – very self-explanatory – Add a Payment, put the cheque number there, if it’s a cheque. If they do VISA or credit card – we never populate this, I know this software has the ability to interface with, like, Authorize.net and other PayPal and things like that – we have a merchant accountant – a credit card terminal in our shop, so we usually just swipe it there – and we just put the authorization – or the approval number – here and if it’s a cheque, of course, we put the cheque number there and that’s basically it. I’m not gunna save it because this is a fake transaction here, but. The only other request that we sent them is – you see these flags? They show Paid, Unpaid – they’re kinda like FreshBooks. FreshBooks is a great invoicing program and we’re trying to use this so we can get away from using – ‘cause we were using, like, three software packages before to do what we need – and we’re trying to consolidate into one. FreshBooks is awesome for invoicing, it really is, but if we could do it well in here that’s just one less thing that we have to keep paying for, so. The Paid/Unpaid flags are really nice, but what we wound up with is – say this is the business client, wanna shoot him an e-mail, this’ll pre-populate if we have their e-mail in the context field, but let’s say the e-mail address is in there, we send it to them. Once we send it to them it shows in Logs and Notes, okay? It’s gunna have a thing that says “E-mail was sent,” so we know we sent it, but if we look at the invoice it’s still gunna just say Unpaid – so the flag’s the same whether it’s Paid or Unpaid, right? It would be so awesome if – just like FreshBooks – when you sent an e-mail this flag changed – the status changed – to Sent and just by looking at the invoice you would know that that invoice was sent that would be very, very, very, very handy to us, at least and, so that’s pretty much it. Once you take payment the status will automatically go Closed on the invoice here and – I’m trying to think what else here – that’s pretty much it. That’s our basic work flow. It seems to work out. Oh, the other thing that I wish you could do is – that our other software did – is that when you colour-code your list of PCs in the shop here, it codes them by the service type, so it can’t code them by that status, but you know what I’m thinking, actually, as I’m trying to explain this, is it, kind of, sorts them by status, so maybe that doesn’t matter, I guess, I dunno. Out other one, like, if the status was, you know, Waiting for Parts it would, kind of, highlight it in red, if the status was Finished it would highlight in a different colour, so I guess this, kind of, throws it in its own segment. Ready for Billing goes under its own status, so, I guess, scratch that last idea. But, anyways, if there’s any other things that you guys have that you guys do, maybe we could do a Google Hangout or something and just get ideas on how you guys do it. That would be great to know, so, that’s it.