Workbooks Enhancements & Suggestions

At Workbooks, we think that our customers should have the opportunity to influence our product development priorities.

If you have any suggestions or would like to vote on an existing suggestion, please do so – it helps us choose the features we will work on next. We have already addressed a lot of the most popular ideas voted for here. You get 10 votes which can be reallocated (and which become free when we complete an idea you have voted for).

Already committed features and new feature candidates can be found published on our roadmap page.

  1. Auto Refresh For Specific Window

    To have a configurable setting next to the manual refresh button in the bottom of the cases window that will have AUTO REFRESH. So setting the feature to on and the interval to to 30 will automatically refresh that specific window (being cases queue) every 30 seconds.

    58 votes
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    2 comments  ·  Cases/Helpdesk  ·  Flag idea as inappropriate…  ·  Admin →
  2. Time Spent on Cases

    I have a requirement to monitor how much time is being spent working on cases.

    I'd like to see stopwatch functionality on the main Case form that allows users to click start when they work on a case (whether that me typing an email or replicating a problem, conference calls with customers etc) and a stop button when they have finished. The timer should resume from when it was last stopped so we can see a running total amount of time spent.

    The timer doesn't need to have a realtime display. Simply logging the time/date when the start and stop…

    54 votes
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    2 comments  ·  Cases/Helpdesk  ·  Flag idea as inappropriate…  ·  Admin →
  3. See all 'Watched' items

    One can mark many objects as being Watched but there is no single place to see all your watched objects at once. You have to go to each area (Cases, Activities, Opportunities etc) to see those of that particular type.

    It would be very useful to be able to look at all of the Watched items in a single place - especially for managerial types.

    51 votes
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    0 comments  ·  Cases/Helpdesk  ·  Flag idea as inappropriate…  ·  Admin →
  4. Ability to add meetings (normal and recurring) along with the meeting attendees via WOA

    We would like to add meetings - normal appoints and recurring meetings to Workbooks via the WOA. Also, if this could add the attendees, it would be great. It could flag attendees who are already not present in the CRM, hence enabling users to add the newly found people.

    25 votes
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    0 comments  ·  Cases/Helpdesk  ·  Flag idea as inappropriate…  ·  Admin →
  5. Multiselect Picklist based on a report

    It is desired to have the ability to create multiselect Picklists based on reports, resulting in the multiselect picklist being dynamic. I.e. when the report is being updated (automatically) it would result in new values being added to the multiselect picklist.

    16 votes
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  6. Two-way relationship for Tasks and Meetings (related items)

    Add the ability to create two-way relationships (related items) for tasks and meetings; In some instances Related items only works as a one-way, relationship. Take the following example, I Relate ‘Task 1’ to ‘Meeting 1’, which results in ‘Meeting 1’ appearing as a Related Item on ‘Activity 1’, and not vice versa. In this instance it would be nice if the related item worked two-way and not just one-way.

    15 votes
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    0 comments  ·  Cases/Helpdesk  ·  Flag idea as inappropriate…  ·  Admin →
  7. Time Saving Ideas for Cases

    There are a number of areas where a support engineer can do the same job in less clicks if Workbooks runs slightly differently

    a) Make it possible to set a default FROM address when using cases so that responses come back (for example) to a generic role address that is punted into Workbooks - like support@... or info@...., something user specified of course.

    b) When sending a mail to a customer you can do this from the Cases Main tab or using the Cases Email tab. If you select Blank Mail you get a different email as the one from…

    14 votes
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    2 comments  ·  Cases/Helpdesk  ·  Flag idea as inappropriate…  ·  Admin →
  8. Ability to hide / remove the rich text buttons

    In layouts, the rich text buttons take up a large amount of room - It would be a good idea to add an option to remove or hide the buttons.
    Perhaps a collapsible option.
    Also with the option to have them collapsed by default if required.

    12 votes
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  9. Avoid two people working on the same record at the same time.

    Currently two people could be working on the same record at the same time. When saving one person will lose all the changes he has made. This is really annoying and we waste a lots of time on it. Most of the CRM systems deal with this issue. Workbooks does not offer a solution for this and would appreciate if this could be looked into.

    9 votes
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  10. Copy Database (deleting records and audits before copy is made) - Storage Solution

    While copying an existing LIVE database, the user should have the ability to delete things like audits, records, etc... made after a curtain date so that the NEW database has only records made AFTER a curtain point, but the LIVE database retains all record types. (removes storage limitations so a user can copy more databases over without buying more storage)

    9 votes
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    0 comments  ·  Cases/Helpdesk  ·  Flag idea as inappropriate…  ·  Admin →
  11. Refresh button on the main Case View Interface

    Please add a "Refresh" button to the main case view interface.

    In an environment where multiple agents can pick up and make changes to the same ticket, it would be useful to be able to refresh your view of the case to make sure the latest update has been loaded. To the best of my knowledge, the only way to do this at present is either to close the case window and reopen or pressing the save button and run the risk losing your changes.

    7 votes
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  12. A one way sync of Workbooks contacts

    A one way sync of Workbooks people,opportunities and leads to Google Contacts, probably sync automatically

    6 votes
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    2 comments  ·  Cases/Helpdesk  ·  Flag idea as inappropriate…  ·  Admin →
  13. Intelligent To: processing in emails

    When sending emails to customers, it is quite likely that you may send 2 or more emails to a customer to update them before the customer sends a reply.

    But if the last mail was sent by us, when you click on that last email sent and then select reply, the system will automatically populate the To: field with our sending address rather than the address of the customer. This is silly!

    You can get around this by selecting 'Reply To All' and then deleting the address associated with us but it would be much more sensible if the default…

    5 votes
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  14. Send confirmation email, when raising a case through case portal.

    A desired feature would be to send a confirmation email (to acknowledged that the case has been raised) to the person who raised a the case via the case portal.

    5 votes
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  15. Job scheduling and payroll

    We have field staff/subcontractors and would like the functionality to be able to assign jobs to them and schedule the jobs for example, some jobs are one time jobs, some are weekly, some every two weeks,etc. Linked to this would be the ability to calculate how much to pay the subcontractors/staff after the jobs has been marked as complete in the system. So in a nutshell, we would like to see scheduling and payroll functionality if possible. Thanks.

    5 votes
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  16. Opportunity Lines - The Unit Price & The Unit Cost could be in different currencies.

    The Opportunity Lines can only be entered in the currency of the opportunity however, most products are purchased in USD or Euro's. We would like the user to be able to select the currency of the unit cost and for Workbooks to convert the price into the Currency of the Opportunity using the Exchange Rates in the system.

    5 votes
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  17. Opportunity - Adding multiple opportunity lines

    We require a facility to be able to copy or add multiple lines on Opportunities.

    5 votes
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  18. Improve email attachments

    Currently, the links to email attachments are placed at the bottom of the dialog box showing emails and as such are easily missed.

    It would be great to see attachment links moved to just above the message body and use icons to make these more visible.

    I'd also like to see inline attachments supported.

    4 votes
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  19. Copy Function - When creating new users, it would be easier to copy an existing user when setting up a new user who does the same job.

    Copy an existing user, when setting up a new user, who do the same job. It would save a lot of time when setting up security/capabilities etc.

    4 votes
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  20. Opportunity Cost

    In order to get a better idea of margins against sales opportunities for the sales pipeline, it would be beneficial to have a field on the "Line Items" where a cost can be entered to allow analysis. This is not possible unless all product lines are entered into the product book portfolio with set costs assigned.

    Where the opportunity is made up from a vast number of product lines it would be more appropriate to use a LOT sum based on a sales price and a cost price thus illustrating a profit margin.

    4 votes
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