Keeping this short and sweet!
Next up on the wishlist: Shockey Monkey Outlook addin.. What would you like to be able to do with it? Currently it takes an email you’re reading and with a click generates either a task or a ticket. What else would you like it to do?
We are proud to announce that Shockey Monkey is now available for download on your Android device. This app does require Android version 4.0 and higher in order to install and take advantage of its great features. Now you can take your service desk with you on the road and never again be stranded without knowing exactly what support issues await your arrival.
We’ve taken the feedback from our previously release BETA that was published to the iPad to enhance this experience. The Shockey Monkey app now supports background synchronization, so you are no longer stuck sitting and watching a loading screen for long periods of time. You also now have complete control over your companies & contacts, with the ability to dial them from the application.
We’ve implemented an advanced synchronization module that will feed information efficiently and provide you with more accurate and up to date information. You have access to all of your open tickets within your portal and can easily navigate, update and retrieve critical information from these tickets. This become critical when you are on the road and forget your job details or new jobs come in within a moment’s notice!
We also have more good news!
We are so pleased with the outcome of this new app, that we are pushing the changes onto the Apple iOS version as well. We have already finished the iPhone port and are making the updates to the iPad app currently. We hope that by the end of the month both of these new mobile apps will be available via the iTunes and you can take Shockey Monkey anywhere your job takes you!
June has turned out to be a busy month for ExchangeDefender and Shockey Monkey! Thank you all who stopped by our booth during the Autotask Live conference this week. It is always a pleasure to talk to our partners face to face. With that said, ExchangeDefender and Shockey Monkey will be represented at the following events in the month of June:
12th International Cloud Expo
Level Platforms MSP Community Summit
If you are attending any of these events, drop by our booth and let’s talk about your business and how a partnership with ExchangeDefender can assist your company in increasing its service revenues.
If you are unable to attend any of these events, shoot me an email at email@example.com or phone call at 877-546-0316 x707. I’ll be more than happy to answer any questions you have about ExchangeDefender services and our Shockey Monkey platform.
Michael D. Alligood,
With the release of Shockey Monkey v.3 this year, we added a section under the Settings tab called Experimental Features. As the name suggests, these are features we are testing to determine their practicality within the support portal. The overwhelming majority of those who have implemented the features have raved about their ability and also their functions. However, it occurred to me during a phone conversation with a Shockey Monkey partner that all our subscribers might not know these features. This was simply an oversight on my end due to my close proximity to the platform and something I hope to rectify with this blog post!
It needs to be mentioned that only persons assigned the role of an Admin can access the Settings tab where the Experimental Features section is located. No Employee roles have access to the Settings or Corporate tabs. Therefore, if you do not see a Settings tab after logging in, you do not have Admin rights. Consult a person with Admin rights to consider the Experimental Features discussed in this post.
To consider and test the Experimental Features for your portal:
1.) Log in with Admin privileges;
2.) Locate and click on the Settings tab;
3.) Find and click on the Experimental Features section.
You should now see something similar this image below:
Under the Service Board section, you will notice four checkboxes. Checking and unchecking the boxes with enable or disable the feature respectfully. Let’s take a look into each one and go over the features individually.
The last feature is Chat.
With Chat, you can enable to disable the chat ability within your portal. When enabled, your clients can enable a chat session within the portal to speak with someone concerning technical support, billing, pre-sales, etc. When your employees log into your company’s portal, they will see if your clients have initiated a chat session.
If you haven’t tried these experimental features within your portal, I highly recommend you check them out. We are continuously working on Shockey Monkey to make it everything you need to run your business as simple and convenient as possible. We are listening! If you have feature requests that you would like considered for future releases of Shockey Monkey, logged them under Community > Feature tab inside your Own Web Now Support Portal (https://support.ownwebnow.com/). The Development Team has quarterly code-review meetings to go over all the Feature Requests and Bug Reports that our partners (and occasionally the support staff) submit, so I can assure you that the right people will see them.
Recently, we implemented “Bug Friday” for the ExchangeDefender solutions and Shockey Monkey platform. We will address ExchangeDefender bugs one week and Shockey Monkey bugs the following–alternating back and forth. Being that last week was a pretty busy week for us in and out of the office, we postponed our scheduled Shockey Monkey bug fix from last Friday to Monday of this week. So without further ado, here are the bug we squashed (repaired). To our partners who assist us in making our solutions and platforms better: Thank You!
1.) The Client-Billable Time Report now displays all tickets for clients with billable hours;
2.) Invoices can now be emailed to clients;
3.) Employee passwords can now be changed;
4.) Email notifications now include the priority of the ticket and not its numeric value (ex. Priority: 16 changed to Priority: Normal);
5.) Issues with duplicating email ticket notifications have been resolved; and
6.) You can now create assets for both contacts and companies.
Michael D. Alligood,
This week we have returned our development focus to Shockey Monkey Reporting. You may remember from earlier last month we released our first revised report:
Employee – Billable Ticket Summary
Since then we have added several new reports to this engine and are very pleased with the results. We have also made sure that every single report is printable; we know this has always been a huge feature request.
Employee – Billable Time
Clients – Active Summary
Clients – Billable Time
Internal – Inventory
Since this re-write of our report engine began several months back, we talked about a dynamic report engine. This engine would allow you to customize and build a report of the current information inside of your portal. We have finished the first section: Tickets and have added it into the reporting engine.
*BETA* – Report Templates
This section allows you to manage your report templates. You can add/edit a template or select the desired template and generated a new report, which will be saved for viewing at a later time. Clicking on the Last Generated date, will open the currently generated report.
*BETA* – New Report
This section is where you will create a new report template or edit and existing one. You will notice at the top of the page, you can enter information about the report template. Then below that section you assign filters and decide which columns should be visible in the generated report.
*BETA* – Generated Report
Upon viewing a generated report you will see something like this, depending on the columns you marked as visible and the report filters that were configured. As mentioned before, this report is printable along with every other report in this new system. Upon clicking the print button, it will open a new window with the printable information.
While the FREE version of Shockey Monkey will work for the majority of companies, I personally believe that PRO is the way to go! With both versions of the Shockey Monkey platform, you are still going to get the simplest and most effective IT Management Platform and Customer Relationship Management System that unifies support, services, management, reporting, accounting, and sales activity. However, with Shockey Monkey Pro, you get a whole lot more, including:
If you don’t see value in the PRO version of Shockey Monkey by now, I can’t help you… I just listed six features that value way more than $49.99 a month. You can see by the price, we are not trying to get rich from the product. We are trying to offer you a way to productively track your business and customers at a very reasonable price. So if you are currently a Shockey Monkey FREE subscriber looking to upgrade to PRO; click onSettings and then click Subscriptions while inside your portal. Follow the directions and start enjoying the benefits of Shockey Monkey Pro!!!
Over the years reporting has always been a highly requested feature inside of Shockey Monkey. The biggest issue that we have faced with reporting has been trying to please everyone. While one user may absolutely love everything about the pre-defined reports, other users consider them useless. Well we believe that we have come up with a solution to fix that issue. Dynamic Reporting; we let you pick the information that is critical to you and your company, and then generate a report based on top of that template. Unfortunately this feature is not quite ready yet, we are hoping in a few weeks.
However, let’s go over the basics of how this works.
We also understand that this Dynamic Engine will not be able to produce every single (detailed) report that may exceed outside of the scope of dynamic generation. So we will also have (revamped) pre-defined reports, that may be executed on the fly.
Employee – Billable Ticket Summary is the first report that we’ve added to the system and is CURRENTLY AVAILABLE. This report generates an overview of your Employees billable time inside and across all tickets within the provided date range. You can see from the screenshot below how this looks, across several employees.
With update 3.3 successfully pushed out to all the portals about a month ago, we have turned our attention to the bug report. Over the past two weeks, the Shockey Monkey team has been working on debugging the entire portal. We have reviewed your bug reports, re-examined code, re-written code, and patched the majority of bugs that were concerning our partners. We are also in the process of updating the Shockey Monkey Documentation page to reflect new features that were introduced by the 3.3 update. Furthermore, we are working on organizing the How-To and Deep Dive guides on the site to make items easier to locate when you need assistance.
We see the orders come in daily and thank each and every one of you for allowing us to help assist in managing your business. Because of you, Shockey Monkey has become one of the fastest growing IT Management Platform and Customer Relationship Management System in the industry. While perfection is never attainable, our entire Shockey Monkey Team knows that without our partners this would not have been as successful as it has been. With the ever changing landscape of the IT industry, Shockey Monkey will never be a completed platform. We will strive to keep innovating new features that will not only help run your business more smoothly, but hopefully put some additional income in your pockets.
Over the course of the last few months we have published a significant amount of new features into Shockey Monkey. However, these last few weeks we have been focused on fixing some outstanding bugs within our software. With the introduction of our guided setup coming soon, we are trying to assure that we eliminate all of the bugs that have a huge impact on your ability to run your business.
Here are some of the bugs that were addressed over the last few weeks:
Next week, we should have a very exciting addition to Shockey Monkey! Make sure to check back next week, you don’t want to miss this new feature. I will say that it is something that has been requested for quite some time now.