The team at Accelo CRM (formerly AffinityLive) created an integration with the Remote Management to allow Alerts (as registered in your Dashboard) to be pulled into the Request queue in Accelo, ensuring that any follow-up tasks, emails and time spent can be tracked (and billed!) against the client record in Accelo.
The reason Accelo integrated Alerts into the Accelo Request queue is that this is the natural place to provide entry level support and service for client requests. Staff can easily follow the procedures permitted by the type of request that is generated - such as converting the alert into an Issue (support ticket or case etc), replying to the customer, or simply closing it. Please be aware that converting a Request into an Issue does not clear the Check on the Remote Management Dashboard. Accelo only clears the Check, and depending on configuration adds a note to the Remote Management Dashboard, where the Accelo Issue is marked as resolved
Users can receive email notifications and, when a request is closed/updated in Accelo, this change can be pushed back to the Dashboard.
There's also some handy configuration options included in the integration which allow you to:
Automatically create a new company/client in Accelo to match the company/client name provided on the Dashboard.
Automatically close Requests in Accelo when the Alerts stops failing
Clear/reset alerts on the Dashboard when the Request or Issue in Accelo is closed or resolved. This could save time, but might end up closing alerts prematurely.
Email the people on your team who are listed as notification contacts for that request type, or just create the request and know they'll be notified another way.
The following sections cover setting up the Accelo integration, included the generation of the Remote Management API Key, configuring the integration and connect to a device directly from within Accelo using Take Control.
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This Remote Management integration was created and is maintained by Accelo. As such we would suggest contacting Accelo directly in the event of any problems either in its initial implementation or subsequent usage.