Video duration: 5m 57s – Last updated: 15 July 2024
A very useful way to keep your work organised is through the Job Notes menu.
It is good practise to record summaries of the work that a technician has carried out as a ticket note or time entry to keep your client up to date, and to look back on in the future if the ticket is revisited for auditing or escalation purposes.
As a technician carries out work on a ticket, in the Job Notes section they can record a log of what they’ve done line-by-line.
When a ticket has been completed, click on “Generate Job Notes” to create a spell-checked and pre-formatted output to copy into a ticket note.
There are three main lists in the Job Notes screen, “To Do List and Notes”, “Done” and “Next Steps”.
When a technician is brainstorming how to go about solving a ticket, they can create a list of ideas to try.
The To Do list can also be used for temporary notes about the ticket they’re working on.
Any item in the To Do list will not be included when you click “Generate Job Notes”, and is also useful for storing temporary information that is not relevant to the final Job Notes that you want to record against the ticket.
Any item in the To Do list can be dragged into the “Done” section, or you can tick the check box to move it there.
By dragging, you can also re-arrange the order of items in the lists.
When a technician uses Insights’ Suggested Fixes feature, they have the option of clicking “Add to notes”, and each fix will automatically appear in the To Do list.
As a company, you can set up pre-defined To Do lists and tasks that show at the top of Insights when certain criteria are met.
These lists of tasks can be instantly copied into the To Do list by clicking the “Copy all to your ‘To do’ list” button.
See the Tasks page for more information.
Insights is a suite of tools for Connectwise that allow your technicians to improve their First Time Fix Rate.
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