ShockeyMonkey Migration Window Closing
Posted: 1:37 pm
November 6th, 2015

From the initial release of ShockeyMonkey management platform we always hoped our partners would grow, succeed and eventually grow out of the free system we built to get them started. We’ve put in a lot of effort to create not just the migration but the co-existence system in ShockeyMonkey that would allow you to work in ShockeyMonkey while you moved your data up to a third party platform (Autotask, ConnectWise, etc).

As you have grown so has the monkey and with our upcoming updates in Shockey Monkey 2016 you’ll already be on one of the most powerful business management platforms around. On December 31st, 2015 we will cease supporting and integrating with third party PSA systems and will be removing third party proprietary APIs. Not only do we believe that we now have the best platform for our partners, but we had to make a decision about how we allocate scarce development resources and whether we invest them in you or in a third party.

You will still be able to export and back up your data and we will shortly introduce you to a third party that can help you port that data to any platform you wish. Unfortunately due to NDA and API contracts we cannot open source software that has third party API intellectual property nor would it be very helpful as those APIs tend to change frequently.

As always, thank you for trusting ShockeyMonkey to manage your business. We hope you continue to love what we are building for you.

Shockey Monkey – Feature Requests
Posted: 9:43 pm
January 21st, 2014
Bug Fixes, Features

We’re trying to start this year off right and have made every effort to squash bugs and implement highly requested features! You may have noticed my recent posts on Facebook as an effort to help keep everyone informed about various features that are implemented. The updates I post will span across various products and will hopefully help open up our communication with our partners.

If we’re not already Facebook friends, feel free to add me:

Now let’s talk about some of the recent features enhancements that have been implemented already inside of Shockey Monkey.

Billable Time Module

This module has been around for quite some time however it needed a refresher to be compatible with our new Android & iPhone apps. As you will see in the image below, we’ve implemented a more elaborate UI which allows you to easily select the date & time. The calculations happen a little differently on the back-end which was the main reason for the change. This will allow the mobile apps to tie in seamlessly with the data structure!

Improved Company & Contact Management

The next area that yielded quite a few partner requests were features that focused on client management. Here are a few that have already been implemented:

Disabled Contacts

We had complaints that when a contact had been disabled, there was no visual way to tell that it was actually disabled. The only way was to open the contact and the [disabled] tab would say [enable]. So we’ve implemented this visual adjustment.

New passwords

I’m sure you’ve never had a user who has forgotten their password or has had their password compromised. We’ll in case you come across this issue, we’ve implemented a button to make the password change a little easier. Simply click the [Generate Password] and a new 6 digit random password will be created.

Note: We’ve also removed the questionable characters from random passwords (I, I, L, l, 0, o, 1) to help prevent confusion.

Payment Methods

Last on the list for today, another highly requested feature was to flag or designate a company’s payment method to something other than credit. We have now added the ability for you to choose cash & check as additional payment methods.

Feature Ideas!
Posted: 8:11 pm
October 28th, 2013

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?

Shockey Monkey launches native app for Android phones & tablets
Posted: 4:12 pm
September 11th, 2013

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.


Google Play Link – Shockey Monkey

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!

Hank Newman

On the Road Again
Posted: 4:06 pm
June 7th, 2013
Announcements, Events

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
June 10th – June 13th
Javits Center, New York City

ASCII Baltimore
June 12th – June 13th
BWI Airport Marriott

Level Platforms MSP Community Summit
June 17th – June 19th
The Cosmopolitan, Las Vegas

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 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,
Partner Communications Manager
ExchangeDefender | Shockey Monkey
877-546-0316 x707

Experimental Features
Posted: 8:53 pm
May 28th, 2013

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.

  • Show [Ticket #] in ticket listing – When enabled, this will display ticket numbers inside your Service Boards. These ticket numbers cannot currently be modified. Feature requests have been entered to our Development Team for consideration.
  • Show [Assigned To] in the ticket listing – When enabled, this features displays the name of the person that the ticket is assigned to (if anyone). The name will appear next to the ticket on all Service Boards.
  • Highlight tickets that are assigned to me in the ticket listing – When this feature is enabled, all tickets assigned to you will be highlighted in yellow. This makes finding tickets assigned to you  easier when viewing any Service Board.
  • Allow clients to [close] tickets – As described, enabling this feature allows your clients to close tickets. Many firms leave this feature disabled, as they like to review the tickets to make sure items were handled properly before closing.

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 ( 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.

Bug Fri.. err, Monday.
Posted: 8:03 pm
May 22nd, 2013
Announcements, Bug Fixes

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,
Partner Communications Manager
Shockey Monkey
877-546-0316 x707

Developer’s Journal – Shockey Monkey Reporting
Posted: 5:56 pm
May 8th, 2013

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

  • This is a report that will generated the billable time across service tickets for an employee based on time entry against those tickets.

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

  • This report gives you a calculated total of billable ticket hours for a given employee.

Clients – Active Summary

  • This report gives you an overview of your clients and the last time a touch or invoice was created for them.

Clients – Billable Time

  • This report gives you an overview of your clients and billable time entered against their tickets.

Internal – Inventory

  • This report gives you an overview of the inventory currently listed within your portal.

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.

Why Go PRO?
Posted: 12:17 pm
April 19th, 2013

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:

  • SSL Certificate – Allows for a completely white-labeled URL.
  • Email-to-Ticket Connector – Useful for all clients that want to email into your portal and create tickets.
  • No Advertisements – You may be saying to yourself, “Well, I don’t see ads in the FREE version now.” Well, currently that is the case. However, ads will start being pushed into FREE Shockey Monkey portals very soon.
  • Add Additional Employees – With both the FREE and PRO versions, we cap the number of users (or employees) at two. Only with the PRO version can you add additional employees to your portal.
  • Support – While documentation is available to all, technical support is only offered to our PRO subscribers. To obtain support for Shockey Monkey PRO, all you have to do is open a ticket like you would for ExchangeDefender products and services.
  • Hosted Exchange Essentials mailboxes – This is a brand new feature for Shockey Monkey. With every employee you have in your Shockey Monkey PRO portal, you will receive a Hosted Exchange Essentials mailbox.

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!!!

Shockey Monkey Report Engine
Posted: 2:44 pm
April 17th, 2013

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.

  1. You pick a type, (Ticket, Contact, Company, etc)
  2. Based on that choice optional fields will populate under [Report Filter].
  3. Create the report.
  4. Run the report.
  5. Some reports will take a long time to generate, based on the type and filters.
  6. View the generated report after is has finished, (instantly).

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.