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Did you get stuck with the setup of SuperOffice CRM? Do you need inspiration on how to automate the work process or simply get more of your solution? Here is the place to post questions, share tips and workarounds and help others.
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Superoffice CRM connection with Cloudya Webapp
Dear Superoffice-Team Did you get stuck with the setup of SuperOffice CRM? Yes, yes I did. I want to connect the Cloudya desktopapp to the Superoffice Webapp. This is the Documentation of NFON on how to do it: https://www.nfon.com/en/service/documentation/manuals/cloudya/desktop-app/cloudya-desktop-app-manual/b-using-the-app/cloudya-crm-connect Basically in the CRM Options of Cloudya you have a dropdown for preconfigured apps and a button for other apps which asks for a code to be entered. I have confirmed with the NFON-Support that this code can be provided by you. Can you help me with setting this up? kind regards Daniel Tilge CONFORM IT-Systemhaus
DT
Daniel TIlge
Topic:
Settings and maintenance
Categories and subcategories - 'inheritance of rules/users
Have a customer that is prototyping/developing Customer Service. - (btw: this is an ONSITE install) The customer contact has set up a somewhat more elaborate structure that what may be usual, in that there are many sub categories, and subs under that. If this is the best way to go about adressing needs aside , the question is: Can a subcategory be set to 'inherit' from parent. I.e If category x has members 123 and default y and assigment method is (some value), then, these values will apply to all subs under the main ? As far as I can see, there is nothing in the interface that will do so. Are we missing something ? is this at all doeable... and, if so, where ? thank you
ES
Eirik Simonsen
Topic:
Setting up and administrating Service
Last reply
Hi, Eirik. I´m not sure if this will be the exact answer to your question. But this is how we solved it at support. We took a bit different approach to this at support. So instead of building a deep hierarchy only with only categories we build two different hierarchies. We used the standard category function for keeping all team-related things apart. The Swedish team has its own 2 categories and the Norwegian team has its own and so on. But we had several things that were not related to who had to do the request but rather what the request was about, and this structure was is the same for all the teams or at least for all support teams. What we did was build a hierarchy structure in a separate table and used it for putting requests in the right area, you can call it some kind of categorization. So the standard categories are used for the team structure and where in the organization the requests are and who should handle it. And the custom table (Support product area) is where in the product structure the question was about. I used this forum post as the foundation for building the structure. https://community.superoffice.com/sv/technical/forums/api-forums/service-crmscript/cannot-create-a-hierarchical-table/ I have one table where I add the items. And then I have a table relation pointing back to the same table. And then relation to this from the ticket table. As you can see the item “Target” has a relation to “Dashboards & Target” and that one has a relation to “ Navigator 100” Some limitations exist and are good to know about. There is no “soft delete” meaning that if you delete a value in the list then the information is gone from all requests with this value. And you can´t do big restructuring after you have started to use the system since it can be problems with the hierarchy levels after you moved them around.
by Samuel Holmström
Ticket via SuperOffice Forms - email back to submitter?
Hi, I just want to make sure I haven't missed any options. A customer asked if it is possible to send out an email to the person submitting a ticket via a SuperOffice Forms. Using "Form response" doesn't give you the possibility of including the ticket ID so I am looking at reply templates. But using a trigger to send a reply template to the person does not seem to work in this case as the persons email adress is only available in the message and not among the variables. So are the only option using CRMScript to handle this?
P
patrikl
Topic:
SuperOffice add-ons
Last reply
I tried that but the sent reply does not end up in the ticket wich makes it a bit confusing for the support crew. I would also want to add a CC on the ticket to the sales crew but found no way to achieve that either. Any ideas?
by Jonas Holtbo
How can I create a dialog with yes/no when creating a new follow-up
I have created a macro that creates a new follow-up next week when a specific follow-up activity is completed. Nice. In our Social selling approach, I want to create follow-ups automatically next week, but only three weeks in a row. Every time the follow-up is completed, another one is built in 7 days. But after three weeks, we want to stop making follow-ups for this customer. So my question is: In the pop-up that shows that we create a new follow-up, can I add a yes or no so that the user can decide not to make the new one? Here is the setup I created. I hope this was clear and looking forward to some suggestions here.
Hans Chr. Grønsleth
Topic:
Settings and maintenance
Script for improved data analyses SuperOffice/Mailgun
Dear team an Onsite Customer (Version 9.2) dscovered, that the number of sent and received emails varies greatly between SuperOffice and Mailgun which is caused due to the fact, that once Mailgun accepted the mails, it is marked as sent in SuperOffice whereas the status if it´s actually sent and received by customers is only visible in Mailgun and not transferred back into SuperOffice. My question: Has anyone ever discovered the same issue AND already immplemented a script which solved the problem? Thanks for any advise! Simon
Simon Binkert
Topic:
Administrator forums
Revisionsnummerering af et dokument
Når vi opretter og sender et tilbudsdokument i forbindelse med et salg, oplever vi ofte at det fremsendte tilbud efterfølgende skal tilrettes. Da det normalt er mindre rettelser, vil jeg gerne kunne oprette en kopi af det oprindelige dokument og i kopien angive et højere revisionsnummer end i det oprindelige dokument. Vi abbonerer på Panels, så vi kan lave en kopi af dokumenter, men kopiens Dokument-id overskriver ikke den oprindelige versions Dokument-id {doid}. Er der en mulighed for enten at opdatere Dokument-id, når man laver en kopi via Panels eller at indsætte et felt, som automatisk opdaterer til ny versionsnummer (ver.: 1 - ver.:2 osv.)?
HS
Henrik Salling
Topic:
Setting up and administrating Service
Connecting sales/projects and requests
Hi We're trying to link requests in service with projects and sales in crm. There is a built in tab in both crm sales and projects called Requests. I've not found a way to get request to show up in this request tab. There is a FAQ post about this, but it does not make sense that we have to create a web panel when there already exist a Request tab. https://community.superoffice.com/en/support-faqs/faq/how-do-i-create-a-link-betweensales-orprojects-in-superoffice-crm-and-requests-in-superoffice-service/ I did create a custom field in the tables for service called "Project", restarted Netserver and assigned a test request to this project. IT works nicely in Service where it searches amongst the projects, I selected an existing project. So far so good. The problem is that the request is not shown in the Request tab of the project. How can this be accomplished? Thank you in advance Ole
Ole Ejlersen
Topic:
Setting up and administrating Service
Last reply
Thanks for the update Ole!
by Göran Falkman
Macro trigger in CRM based on custom field
Hi I've looked info triggering a dialog when a sale is saved if a certain custom field is enabled on the company card. Example: Company A has custom checkbox field "NDA" enabled Creating a sale and pressing Save for Company A should show a dialog with the text "Remember to attach NDA to quote" if the NDA checkbox field is enabled. However, I cannot dig into the custom fields when creating macros - is that possible or is there a secret trick to this (apart from writing scripts) thank you in advance Ole
Ole Ejlersen
Topic:
Settings and maintenance
Customer portal show our status instead of postponed
Hi We have a number of different case status types, like Work in Progress, Waiting on Customer, Waiting on External partner etc. These are all of type "Postponed" so that they reopen the case after a period. The problem is that when the customer log into the customer portal he sees the status as "Postponed" while this is not the thruth. How can we change the naming of whats shown in the customer portal for these types that are not real "postponed" Thank you in advance /Ole
Ole Ejlersen
Topic:
Setting up and administrating Service
Last reply
Hi Michel This works very well, thank you very much Happy New Year Ole
by Ole Ejlersen
Synchronizer: Fehler "Cannot determine e-mail address for O365" / "Unable to identify the user by the email claim"
Da kürzlich bei Usern Probleme mit der Funktionalität der SuperOffice -> Outlook Synchronisation auftauchten, wurde die Einrichtung des Synchronizer Addons geprüft. Es wird zwar die Verbindung in beiden Sphären als "Connected" angezeigt. Jedoch erfolgt nach erfolgreichem Login zu M365 mit global admin credentials die Fehlermeldung: "Cannot determine e-mail address for O365". Ist es möglich dass die bestehende Konfiguration durch eine Neuerung im Addon nun als Calender System "Office 365 (legacy)" geführt wird und daher nicht mehr funktioniert? Das testweise Aufsetzen eines neuen Sync-Profils mit Calender System "Microsoft 365" ergab beim Login mit global admin credentials die Meldung " Unable to identify the user by the email claim". Wo liegt hier der Fehler?
Pascal Felten
Topic:
SuperOffice add-ons
Last reply
Hi Pascal, It looks like your Global Admin user does not have an email address (no email box assigned). The user that is used to connect in Synchronizer for SuperOffice needs to have an email address. /Marcel
by Marcel Spapens