Insightly Platform
Avoid unnecessary clicking by logging in to your last-viewed application
Now when you log in to the Insightly platform, you will return to the last application (standard or custom) you were using by default. Platform users will no longer have to navigate to their application of choice, saving them time and energy during their busy day. This enhancement affects users with access to multiple Insightly platforms (CRM, Marketing or Service) or custom applications (Enterprise plans only).
Here is a link to our help document that explains how to create custom applications.
Customize Page Layouts with 1, 2, 3, or Flex-Column options
To optimize the space of your records' Details tab, Insightly Administrators can configure an object's Page Layout to separate fields into 1, 2, 3, or flex columns. These new options provide greater flexibility over page layout by defining the exact number of columns to show in a record’s Details view. This update is available on all plan levels and can be made by an admin by updating a page layout and changing the layout settings within a specific section.
Here is a link to our help document that walks you through using flex page layouts.
Insightly CRM
Create new contacts from an opportunity or project’s Related tab
Instead of having to navigate away from where you are, you can now create a new contact from within an opportunity or project’s Related tab. By clicking Add Contact, a new contact form will appear and when saved, the contact will be linked to the opportunity or project you started from. For contacts created from an opportunity, the new contact will also be linked to the opportunity’s linked organization if one is listed on the Details tab. This update is available to all users who have access to Projects and Opportunities within the CRM and is visible on the objects' Related tabs.
Here is a link to our help document about using the Related tab and linking records together.
Insightly Marketing
Improve conversion rates by customizing your company’s Unsubscribe & Unsubscribe Success Pages
An unsubscribe page is the web page that appears when a user clicks on the unsubscribe link from your Insightly Marketing emails. It aims to confirm the opt-out, and it is the last chance to keep a prospect from leaving your mailing list. Design and use your unsubscribe page and unsubscribe success page (the page they see after they unsubscribe) and you can create a good experience for the customer - influencing them to reconsider their decision and boost your conversion rates. This improvement is available to all marketing admins by navigating to System Settings > Unsubscribe Page and toggling between the Unsubscribe Page and Unsubscribe Success Page from the dropdown.
Here is a link to our help document that walks you through customizing and using your Unsubscribe Page and Unsubscribe Success Page.
Easily navigate to a lead’s Marketing record using the new Linked Prospect field
We added a read-only field to the default Lead page layout in CRM to display the lead’s Linked Prospect within Insightly Marketing. For users with access to both platforms, they can click on the Linked Prospect field and easily navigate from CRM to the lead’s prospect record in Insightly Marketing to view marketing-related data. This field can be added or removed to custom page layouts within System Settings, as well as be used to filter or customize custom list views and reports within CRM. This field will not appear in the full edit view.
Here is a link to our help document that details Marketing Prospects and how they link to CRM Leads and Contacts.
Insightly Service
Stay in lockstep with your team knowing who is viewing your ticket
When viewing a ticket list view within Insightly Service, or viewing a single ticket, users can see when a ticket is being viewed by other users via the eye icon located on the far left of a ticket's row in the list view. This icon can be hovered over to display what users are viewing the ticket. This update is available for users on all plan levels while working with tickets.
Here is a link to our help document that details creating and managing tickets.
Maintain strong internal communication around tickets with Internal Notes
Agents managing tickets can edit and delete internal notes in the instance that a note is saved by accident, contains bad info, or is no longer relevant. Note that deleted notes can not be restored from the recycle bin. Internal notes can be edited from the three-dot menu by any Service user with edit permissions for Tickets.
Here is a link to our help document that details creating and managing tickets.
Never waste time sorting through a ticket’s previous replies
Previously, each Ticket reply email would display all replies to the Ticket. Now, Insightly will automatically display the most recent replies only, with the option to display previous messages by clicking the ellipses that appear below the most recently received message. This update is available to all Insightly users with access to Tickets.
Here is a link to our help document that details creating and managing tickets.
View a folder’s published and draft articles from the Category list view
Two new columns have been added to the knowledge article’s category list view: Published Articles and Draft Articles. These columns will display the number of published and draft articles that appear in each folder in a category.
Here is a link to our help document that details creating and managing knowledge articles.
Manage and update multiple knowledge articles at once with a bulk move or archive
Instead of updating records one by one, users with Knowledge Article edit permissions can move or archive articles in bulk. This functionality is available on all plan levels by checking the box next to one or more knowledge articles within the Category & Folders view or the Knowledge Article standard list views.
Here is a link to our help document that details creating and managing knowledge articles.
Integrate Insightly Service with your Computer Telephony Integrations (CTI)
We’ve added a new API endpoint (POST /cti/user/{user_id}/tickets/{ticket_id}/display) for Insightly Service that makes it possible to load a page - for example, a new ticket screen - within the client browser when a call comes into a CTI and links the call to the new record created. API integrations are available on all plan levels and enable developers to create custom applications and system integrations with the Insightly Platform.
Here is a link to our help document that outlines the Insightly API.