How to: Setup Qsite™ Ticket Approvals

Approvals is a new feature that helps your repair shop request and record consumer consent for a repair. With the initial release of Approvals in RepairQ 1.17, you can configure your requirements once, then request consumers’ consent prior to or during a repair. Starting with a simple status change, choose how you want it delivered, and wait for a consumer to respond. Consumers can view, make notes, accept or reject your request for approval. Once accepted, your ticket status will update, allowing your staff to continue with approved repairs.

 

Desktop View

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Mobile View

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This article walks through the process of setting up and configuring your Approvals portal. This setup process can only be performed by an admin user who has access to Company Settings. Navigate to Settings > Company Settings to begin configuring Approvals.

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Configure Company Branding

If you haven't added your company logo and colors to your Qsite configuration, let's do that first. Navigate to Miscellaneous > Branding Image Library.

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Upload any of your company's logo files that you would like to have displayed on Qsite or anywhere else connected to RepairQ using the "+" button on the right side and the popup that will display.

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Once you have your logos uploaded, in the settings sidebar, click on Qsite > General Settings.

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Use the selection tool to select your recently uploaded image in the "Qsite Customer Portal Logo" section. Then in the "Colors" section, enter your company's primary brand color using HTML color codes. 

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General Settings

Continue on in the General Settings section, by selecting whether or not you want your consumers to be able to navigate back in the process using a breadcrumb trail at the top of the page.

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Select whether or not you would like a popup displayed at the bottom of the page the first time the consumer navigates to your Qsite page, regarding any terms of use, privacy policy, etc., and enter what that content is.

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If Qsite experiences an error for any reason, you can control the content that is displayed to the consumer. Enter the Title and Description here.

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Once you have entered all of the General Settings the way you want them stored, click "Save" on the top right side.

 

Ticket Approval

In the Settings sidebar in the Qsite tab, click on "Ticket Approval".

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To enable Approvals, slide the "Enabled" slider over. Enter a title for your Approval screen and a description for what you want the consumer to see.

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Once your consumer accepts or declines the approval, they will be presented with a confirmation screen. Define your Approval Accepted and Declined confirmation title and description content.

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If you'd like to setup supplemental terms and conditions for your approvals that are in addition to your standard warranty policy, enable the slider and enter the content here. These terms will be visible to the consumer when they are accepting or declining.

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If you'd like to require your consumers to view the details of their ticket (services, parts, pricing, etc.) prior to accepting or declining, enable the slider and enter the content here. 

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If you'd like your consumers to be able to leave a note on the approval when accepting, declining, or both, select your option from the dropdown and enter the content here.

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Once you have entered all of the Ticket Approval Settings the way you want them stored, click "Save" on the top right side.

 

Ticket Approval Conditions

Approvals will expire after a certain amount of time, and will be required when tickets enter certain statuses. Head over to Company Settings > Tickets > Approvals to set these things up.

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Set your "Approval Request Expiration" in minutes according to your preferences. For example, having an Approval expire after 24 hours would be 1440 minutes. 48 hours would be 2880 minutes. 

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Next, configure which ticket statuses will require a consumer to approve of their ticket before proceeding. Click in the box and select as many statuses as you want from the options that show. Keep in mind that any time a ticket is saved into this/these status(es), you will be required to obtain approval from the customer. Once you have set things up, click "Save Settings" on the bottom.

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Approval Notifications

In order for your consumers to be notified that there is an Approval waiting for their acceptance, you'll need to setup and configure your automated notifications. Navigate to Company Settings > Communications > Notifications.

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We have added several standard notifications to your database:

  • Ticket Approval Create
    • This is the email that will be delivered to the email address on file for the Customer attached to the ticket.
  • Ticket Approval Approved
    • This is the email that will be delivered to the email address on file for the Location in RepairQ, notifying you of an approval being submitted.
  • Ticket Approval Rejected
    • This is the email that will be delivered to the email address on file for the Location in RepairQ, notifying you of a rejection being submitted.

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Click the pencil (edit) to take a look at and modify the "Ticket Approval Create" notification. Modify the name if you'd like. By default, this notification is connected to All Locations. The trigger and action for it to send are set to "Ticket Approval" - "Create". This means that once a Ticket Approval is created, the notification will go out.

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If you'd like to scope this notification to only a certain ticket type, select that type from the Additional Trigger section. By default, "All Tickets" is selected. Scope the notification to a specific Warranty Provider or Ticket Resolution if you'd like. By default, those are blank, meaning it will send to all.

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The only delivery method supported for Ticket Approval Notifications right now is Email, so keep that set.

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Use the Short Codes to modify your Message Subject, Send To, Reply To, and Email Message. The main thing that has been added to Short Codes is:

{qsite_approval_url}

You'll find a link that says "Ticket Approval Portal", which is hyperlinked to the {qsite_approval_url}. That URL will be created with an embedded token for each Ticket Approval. When that Approval is created (after the ticket is marked as "Pending Approval", etc.) the unique URL will be generated and delivered via that link in this notification. You can edit the "Text to display" by clicking on the hyperlink here in the Email Message section.

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Once you have everything setup correctly for the initial Approval email sent to the consumer, click "Save" at the bottom.

Feel free to modify the standard Approved and Rejected notifications that have been added as well, using short codes similar to the Create notification.

 

Consumer Experience

Once all configuration is set and a new ticket is created and advanced to the respective status requiring approval, the RepairQ user will open back up the ticket using the edit option, and create the Approval. Add a note if necessary, and click "Create Approval". At this point, the ticket will be locked from editing until the customer approves of the estimate/quote.

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***Sidenote: if the customer does not receive or have access to the email, but has contacted you another way to approve the quote, if you edit the ticket, you will be taken to the manual approval screen. Here you can Accept or Reject the approval and enter a note manually if necessary.

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The consumer will receive the email notification letting them know they need to respond to the Ticket Approval. When they click the link, they will see something like this on mobile:

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They will see something like this on desktop:

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If you set your Approvals to require the consumer to View Details prior to approving or rejecting, if the consumer clicks "Next" they will be taken to the invoice view of their ticket to view the ticket details. At the bottom, they will Reject or Approve of the ticket.

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They will then have the option to add a note to the Approval if they would like to.

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The consumer will then see a confirmation screen showing the results of their approval, and the Approval or Rejection will be sent back to RepairQ.

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The email address on file for the location will then receive an email notifying them that a new Ticket Approval has been submitted.

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Proceed with Ticket

Once the approval has been accepted, the ticket view screen will show the Approval(s) below the Custom Forms section, and you may proceed with the ticket.

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