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What's New at Insightly June 2023

Learn what's new with Insightly by reviewing enhancements that are now available! For questions, the Additional Resources section can be utilized to learn more about getting support from Insightly. Use the links below to navigate to a specific product.

Insightly Platform 
Insightly CRMInsightly Marketing
Insightly ServiceInsightly AppConnect


Enhancement List

Use these links to navigate to specific enhancements.


Insightly Platform 

Tool Tips Added for Shortened Data Point Text Within Report Charts

Hovering over any data point’s shortened text on a report chart will now display the full text in a tool tip.

Here is a link to our help documentation for adding charts to reports.


Insightly CRM

File Attachments Type Restrictions

The following file attachment types will be blocked within CRM related tabs for security reasons:

.ade, .adp, .apk, .appx, .appxbundle, .bat, .cab, .chm, .cmd, .com, .cpl, .diagcab, .diagcfg, .diagpack, .dll, .dmg, .ex, .ex_, .exe, .hta, .img, .ins, .iso, .isp, .jar, .jnlp, .js, .jse, .lib, .lnk, .mde, .msc, .msi, .msix, .msixbundle, .msp, .mst, .nsh, .pif, .ps1, .scr, .sct, .shb, .sys, .vb, .vbe, .vbs, .vhd, .vxd, .wsc, .wsf, .wsh, .xll

If a user attempts to upload a file with a restricted attachment type manually or through API, the following notice will appear:

One or more files were skipped because the file extension is not allowed.

This feature applies to:

  • Contact Related Tabs
  • Organization Related Tabs
  • Lead Related Tabs
  • Opportunity Related Tabs
  • Project Related Tabs

Here is a link to our help documentation for the related tab.

Validation Rules Triggered When Changing Quote Status

When a status is changed on a quote, Insightly will trigger any applicable validation rules and present errors if the record does not pass validation. Statuses can be changed by clicking the record’s pipeline status or through the Change Quote Status modal.

Here is a link to our help documentation for using object validation rules.


Insightly Service

Knowledge Article Improvements

Knowledge articles have been updated with the following improvements:

  • New full screen editor for creating content.
  • ViewKnowledge Article in Portal option added to the actions dropdown with the content editor.
  • Improved the knowledge article title editor.

Here is a link to our help documentation for creating knowledge articles.

Add New Webhook Escalation Action 

When creating an SLA policy, administrators can now select Add New Webhook as an escalation action.

Here is a link to our help documentation for creating and managing SLAs.

Added Merge Field That Inserts All Public Ticket Comments

The {{ticket.all_public_comments}} merge field has been added as an option for admins editing an email notification template. This merge field will insert all public comments, including images, into the ticket’s email replies. The comments are arranged in reverse chronological order.

Here is a link to our help documentation for email notification templates.

Ticket Editor Now Includes Bullet Points, Text Submenus, and Paragraph Submenus

Public Replies and Internal Comments in the Ticket’s editor can now use bullet points. Additionally, new text and paragraph submenus are now available. These options can also be found when creating a new ticket and using the Description textbox.

Here is a link to our help documentation for creating tickets.

Allow Administrators to Restrict Sign Up and Log In Domains for Portal Visitors

Through Portal Settings, administrators can now restrict the domains that visitors use to sign up or log in to the customer service portal. If a visitor attempts to signup using an unsupported domain, they will receive an error message:

Error: This portal is restricted to users from allowed domains only.

Here is a link to our help documentation for portal settings.

Automation Log Available for Service Automations

When automations are run on individual tickets, the automation and the ticket will be recorded and timestamped in the Automation Log. The log is used to identify which automations were run, how many automations have been run on a ticket, and the time they were run at. The log can be found in any automation under Ticket Creation, Ticket Updates, and Ticket Triggers.

Here is a link to our help documentation for using automations.

The following tools have been added to the sidebar found in ticket records:

  • Ticket History for Organization: Displays previous tickets for contacts in the same organization, with the most current ticket displayed at the top of the list. Each ticket listed includes the subject, the date the ticket was created, and the number of comments (both internal and external).
  • Tasks for this Ticket: Displays each task associated with the currently open ticket, with the most current task displayed at the top of the list. Each task will display the task name, date due, responsible user, task owner, task status, and task progress percent.

Here is a link to our help documentation for creating and managing tickets.

Ticket CSATs Feedback Now Available

Insightly users can now review their customer’s CSAT responses in ticket records. CSAT is an email survey that is typically sent after a ticket has been closed or solved and gauge how satisfied the customer is with the support they received from the agents.

These responses will be displayed within the All Notes section with a Satisfaction Rating of Good or Bad and any comments the contact chose to leave.

Here is a link to our help documentation for working with tickets.

New Ticket CSAT Report

The Ticket CSAT Report is now available under the Tickets section on Insightly Service Reports. This report will help the users analyze customer feedback responses from Insightly Service CSAT Surveys. It can be used to review details regarding ticket CSAT scores available in an Insightly Service account. By default, the Ticket CSAT Report displays the following information: 

Columns

  • Ticket Number
  • Contact Name
  • Agent Name
  • Subject
  • CSAT Score
  • CSAT Comment
  • CSAT Date Created
  • CSAT Date Updated

Here is a link to our help documentation for ticket reports.

HTML Editor Available in Service Email Signature Creation

Users now have access to an HTML editor when creating their email signature in Insightly Service. This feature can be found in User Settings > Email Signature.

Here is a link to our help documentation for creating email signatures.

Ticket Audit Log Entries Will Now Identify API and AppConnect Executions

If a user executes an event through API or AppConnect, the audit log entry will record the user who made the change and the type of execution. For example: John Smith edited this ticket via API.

Here is a link to our help documentation for creating and managing tickets.

New Automation Filter Criteria: Support Email Address

Administrators can now select Support Email Address as criteria to filter by when creating an automation. Automations are used to evaluate criteria on Tickets and Ticket Comments, then take action if the criteria is met.

Here is a link to our help documentation for automations.


Additional Resources

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