Insightly Service Mobile Application Actions

About

Insightly Service allows Customer Service Agents to solve customer issues and identify common trends. With the Insightly Service mobile application, users can provide efficient customer service on the go with their mobile device(s). 

Please review the Insightly Service Mobile Application Overview article for general information and navigation of the mobile application.

In this Article

• Tickets
  • Create a Ticket
  • Edit a Ticket 
  • Delete a Ticket
  • Change the Record Owner of a Ticket
  • Move a Ticket to Spam
• Tasks
  • Create a Task
  • Edit a Task
  • Delete a Task
  • Clone a Task
• Contacts
  • Create a Contact 
  • Edit a Contact
  • Delete a Contact
  • Clone a Contact
  • Generate a Merge Document 
• Organizations
  • Create an Organization 
  • Edit an Organization 
  • Delete an Organization 
  • Generate a Merge Document 

Tickets

If multiple users are viewing the same ticket simultaneously, an eye icon will be displayed on the ticket in the list view and when viewing a ticket.

Once a ticket has been closed, users can create a followup by clicking Create Follow-Up.

When viewing ticket replies, users can select a public reply and choose to change the reply to an internal note. 

Create a Ticket

There are three options available to users for creating a ticket: 

1. Via the New Ticket popup, fields within the Ticket Details section can be filled in as applicable.
   1. By default, the following fields are auto populated but can be edited as necessary:
      • Type
      • Source
      • Status
      • Normal 
2. When all necessary fields have been filled in, the following can be tapped as applicable:
   • iOS: Tap Done in the upper right to create the new ticket. 
   • Android: Tap the checkmark in the upper right to create the new ticket. 

Edit a Ticket 

1. To edit a ticket, navigate to Tickets by tapping the menu button in the upper left and selecting the Tickets object from the expanded menu.
2. Locate and open the record of the ticket that requires editing.
   1. Within the ticket, tap the pencil icon (edit) in the upper right. 
   2. The Edit Ticket screen will appear where necessary changes to the ticket fields can be applied. When all necessary edits have been made, the following can be tapped as applicable:
      • iOS: Tap Done in the upper right to create the new ticket. 
      • Android: Tap the checkmark in the upper right to create the new ticket. 

Delete a Ticket

1. To delete a ticket, navigate to Tickets by tapping the menu button in the upper left and selecting the Tickets object from the expanded menu.
2. Locate and open the record of the ticket that requires deletion. 
   1. Within the ticket, tap the three dots menu in the upper right and from the available options, select Delete.
      1. A popup will display asking for confirmation to delete the ticket. 
         • Once a ticket has been deleted, it cannot been recovered. 

Change the Record Owner of a Ticket

1. To change the record owner of a ticket, navigate to Tickets by tapping the menu button in the upper left and selecting the Tickets object from the expanded menu. 
   1. Locate and open the record of the ticket that requires deletions. 
   2. Within the ticket, tap the three dots menu in the upper right and from the available options, select Change Record Owner. 
      1. A popup will appear with a list of available users to change the ticket's ownership too; select the the applicable user and the ticket will assigned to them. 

Move a Ticket to Spam

1. To move a ticket to the spam list, navigate to Tickets by tapping the menu button in the upper left and selecting the Tickets object from the expanded menu. 
   1. Locate and open the record of the ticket that is spam.
   2. Within the ticket, tap the three dots menu in the upper right and from the available options, select Move Ticket to Spam. 
      • Once a ticket has been defined as spam, it cannot be retrieved/removed from the spam folder. 

Tasks

Create a Task

There are three options available to users for creating a task: 

1. Via the NewTask popup, the following sections are available for entry of information for the task:
   • Task Details: By default, the Assigned To field is set as the user the creating the new task although this field can be edited as necessary.
   • Additional Information: By default, the Priority field is set to Medium, although this field can be edited as necessary. 
   • Related To
2. When all necessary fields have been filled in, the following can be tapped as applicable:
   • iOS: Tap Done in the upper right to create the new task. 
   • Android: Tap the checkmark in the upper right to create the new task. 

Edit a Task

1. To edit a task, navigate to Tasks by tapping the menu button in the upper left and selecting the Tasks object from the expanded menu.
2. Locate and open the record of the task that requires editing.
   1. Within the task, tap the pencil icon (edit) in the upper right. 
   2. The EditTask screen will appear where necessary changes to the task fields can be applied. When all necessary edits have been made, the following can be tapped as applicable:
      • iOS: Tap Done in the upper right to save the edits. 
      • Android: Tap the checkmark in the upper right to save the edits. 

Delete a Task

1. To delete a task, navigate to Tasks by tapping the menu button in the upper left and selecting the Tasks object from the expanded menu.
2. Locate and open the record of the task that requires deletion. 
   1. Within the task, tap the three dots menu in the upper right and from the available options, select Delete.
      1. A popup will display asking for confirmation to delete the task. 
         • Once a task has been deleted, it cannot been recovered. 

Clone a Task

1. To clone a task, navigate to Tasks by tapping the menu button in the upper left and selecting the Tasks object from the expanded menu.
2. Locate and open the record of the task that requires cloning. 
   1. Within the task, tap the three dots menu in the upper right and from the available options, select Clone This Task.
      1. The New Task popup will display where the original task's information will be populated by default; changes can be made to the information as applicable for the new task and when all edits have been made, the following can be tapped as applicable:
         • iOS: Tap Done in the upper right to save the edits. 
         • Android: Tap the checkmark in the upper right to save the edits. 

Contacts

Create a Contact 

There are three options available to users for creating a contact: 

1. Via the New Contact popup, information related to the contact can be applied. 
2. When all necessary fields have been filled in, the following can be tapped as applicable:
   • iOS: Tap Done in the upper right to create the new task. 
   • Android: Tap the checkmark in the upper right to create the new task.

Edit a Contact

1. To edit a contact, navigate to Contacts by tapping the menu button in the upper left and selecting the Contacts object from the expanded menu.
2. Locate and open the record of the contact that requires editing.
   1. Within the contact, tap the pencil icon (edit) in the upper right. 
   2. The Edit Contact screen will appear where necessary changes to the contact fields can be applied. When all necessary edits have been made, the following can be tapped as applicable:
      • iOS: Tap Done in the upper right to save the edits. 
      • Android: Tap the checkmark in the upper right to save the edits. 

Delete a Contact

1. To delete a contact, navigate to Contacts by tapping the menu button in the upper left and selecting the Contacts object from the expanded menu.
2. Locate and open the record of the contact that requires deletion. 
   1. Within the contact, tap the three dots menu in the upper right and from the available options, select Delete.
      1. A popup will display asking for confirmation to delete the contact. 
         • Once a contact has been deleted, it cannot been recovered. 

Clone a Contact

1. To clone a contact, navigate to Contacts by tapping the menu button in the upper left and selecting the Contacts object from the expanded menu.
2. Locate and open the record of the contact that requires cloning. 
   1. Within the contact, tap the three dots menu in the upper right and from the available options, select Clone This Contact.
      1. The New Contact popup will display where the original contact's information will be populated by default; changes can be made to the information as applicable for the new contact and when all edits have been made, the following can be tapped as applicable:
         • iOS: Tap Done in the upper right to save the new contact. 
         • Android: Tap the checkmark in the upper right to save the contact.

Generate a Merge Document 

1. To create a merge document for a contact, navigate to Contacts by tapping the menu button in the upper left and selecting the Contacts object from the expanded menu.
2. Locate and open the record of the contact that requires a merge document. 
   1. Within the contact, tap the three dots menu in the upper right and from the available options, select Generate Merge Document.
      1. The Generate Merge Document popup will display where a document template can be selected.
      2. Once a template has been chosen, tap Done and the merge document will be generated. Once generated, it will automatically be downloaded to the device and the option to share the document will also be available. 

Organizations

Create an Organization 

There are three options available to users for creating an organization: 

1. Via the New Organization popup, information related to the contact can be applied. 
2. When all necessary fields have been filled in, the following can be tapped as applicable:
   • iOS: Tap Done in the upper right to create the new organization. 
   • Android: Tap the checkmark in the upper right to create the new organization.

Edit an Organization 

1. To edit an organization, navigate to Organizations by tapping the menu button in the upper left and selecting the Organizations object from the expanded menu.
2. Locate and open the record of the organization that requires editing.
   1. Within the organization, tap the pencil icon (edit) in the upper right. 
   2. The Edit Organization screen will appear where necessary changes to the organization fields can be applied. When all necessary edits have been made, the following can be tapped as applicable:
      • iOS: Tap Done in the upper right to save the edits. 
      • Android: Tap the checkmark in the upper right to save the edits. 

Delete an Organization 

1. To delete an organization, navigate to Organizations by tapping the menu button in the upper left and selecting the Organizations object from the expanded menu.
2. Locate and open the record of the organization that requires deletion. 
   1. Within the organization, tap the three dots menu in the upper right and from the available options, select Delete.
      1. A popup will display asking for confirmation to delete the organization. 
         • Once an organization has been deleted, it cannot been recovered. 

Generate a Merge Document 

1. To create a merge document for an organization, navigate to Organizations by tapping the menu button in the upper left and selecting the Organizations object from the expanded menu.
2. Locate and open the record of the organization that requires a merge document. 
   1. Within the organization, tap the three dots menu in the upper right and from the available options, select Generate Merge Document.
      1. The Generate Merge Document popup will display where a document template can be selected.
      2. Once a template has been chosen, tap Done and the merge document will be generated. Once generated, it will automatically be downloaded to the device and the option to share the document will also be available.