[29] – Autotask Implementation Series: Entering Customers & Contacts

Welcome to PSA Impact, your podcast for all things PSA, RMM, and MSP, with your hosts Rae-Ann Buccianico and Chris Tim. Learn how to get the most out of your PSA tool and manage your business by maximizing profitability and increasing efficiency within your MSP business. Let's listen in. Hi, everyone, and welcome to another episode of PSA Impact with your hosts, myself, Chris Tim, and my co-host, Rae-Ann Buccianico. Hey, Rae-Ann, how are you doing?

I'm doing great today. Chris, how are you doing? Very well, thank you. So, Rae-Ann, what are we going to talk about today? Well, we are continuing our series on setting up autotasks from beginning to end, and next on our list is customers and contacts.

And so, many people, I think, you've got the customer, right? So, you create a new customer into the CRM, and of course, you have to create at least one contact, because there has to be an email address, and there has to be like a phone number, right, before you can even save the customer. And so, I thought what we could do is walk through all of the different customer options and the contact options, and why you might want to really pay close attention to this information before, as you're setting it up. So, anyway, starting with the customers, right? Let's talk about the different types of customers, and we've got prospects, we've got leads, we've got customers, we've got vendors, we've got partners, and we have like an other, right?

So, tell me some of your thought process when you are setting things up, you know, like what's the difference between a prospect and a lead, and when does somebody become a customer? So, let's start the conversation there. Awesome. So, guess what I'm about to say now, and I'm sure the listeners are probably sick of me saying this, but this literally is one of my favorite topics to talk about. Of course it is.

Of course it is. That's why I chose it. I mean, everything PSA is my favorite topic. So, yeah, I mean, there are many types of accounts, as you say. So, when you first create an account in Autotask, and actually, let's call it a company rather than an account, right?

Because I think a lot of people get confused with the word account. It has nothing to do with your accounts, you know, your QuickBooks and that kind of thing. It's not that kind of account. It's more kind of a company, right? And you can rename all that terminology.

So, you can call it a company or a client or call it whatever you want. But when you create the new account, as you say, I mean, there's a few things you have to put in there. So, you know, the first one is obviously the name of the company. You're going to have to put a telephone number in there, and then you'll be asked for account type. And actually, by default, the account type is prefilled in a drop-down list, but there are a bunch of different types of accounts.

So, there's a lead, which, you know, a lead is a lead. That is somebody who you are, you know, potentially you might have met at a trade show or something like that. You haven't started engaging with them yet. They could enter into the system as a lead. You know, you then get a prospect.

So, maybe you started talking to them a little bit. You've engaged with them and you're still in some kind of pre-sale stage with them. Then they become a prospect. And then they go all the way through to becoming a customer. So, obviously, the customer is, hey, you know, the opportunity is won or, you know, you've sold them something and they now can enter into the being classed as a customer.

There are a couple of others, which we don't normally, I don't use, and I know a lot of people who don't use them, but there's dead, which doesn't mean your customers have died. Well, maybe you could use it if your customers have actually died. But dead normally, and I think a lot of people get confused with this, is dead simply means that the customer has, you know, you've probably lost them or they've gone out of business and there's no chance of you ever working with that customer again. You know, they are literally like, that's why it's called dead. They're kind of like dead to you.

They just, you're never going to speak to them ever again. The other one to use, though, and I think a lot of people get confused with this, is, you know, if you've, say, lost a customer, but there's potential that you might actually get that customer back at some point, or, you know, you're going to continue to, you know, market to that customer, then you could mark them actually as a cancellation. And that will give you the ability to say, okay, I mean, the customer will still show effectively as a non-customer on your system. But what they'll show is, that's just your flag to be able to say, hey, I'm going to, you know, potentially be able to deal with this customer again. Right, so, and there's a couple of others in there, too.

The partner, for instance, and I use the partner sometimes, you know, if I'm going to use, let's say, the outsource portal, right? So, the outsource portal is where you can take a ticket and outsource it to somebody who is not in your organization, but you still want them to enter time into your auto task. Instead of using a full license, you can outsource the ticket. They'll have their own watered down little portal where they see their tickets, but they need to be set up as a partner, right? So, and we will get to the outsource portal, I'm assuming, you know, when we start to get to the service desk section of the auto task implementation.

And then finally, the other one is the vendors. And I get this question a lot, too, and you probably do as well. And here in the US, we call them vendors. You know, over on your side of the pond, they're called suppliers. But, you know, people are like, well, do I need to put the telephone company in here?

No, of course not. Because you're probably not going to buy something, you're not going to procure something from your telephone company or your power company, right? So, the vendors are going to be companies or suppliers that you use for purchasing product through the procurement model, which we will get more into, you know, at another time. But, you know, so those are all of the different ones. But let's talk.

Did you want to go into more detail on the customers? Or can I start asking you questions about the content? So, interestingly, actually, it's interesting what you say about the vendor. So, I do put all of my vendors in there because I use the Autotask CRM pretty much as my CRM. So, every customer or every contact that I speak to.

So, you know, if I've got a particular product that I'm buying. So, like, I have my Autotask rep in there, right? Because otherwise, where else am I going to keep their information? I pretty much use the Autotask CRM as my full CRM. So, I need a way to know where everybody I deal with, whether they're, you know, whether I'm procuring something from them, I'm still going to put them in as a vendor.

So, you know, Datto, you know, Webroot, all of those kind of things, I still put them in there because then I have them in my CRM and I have them flagged as a vendor. Oh, sure. You know, I do that as well. I guess the ones that I don't include are things that will never get in there. You know, like, you know, my employee benefits company, right?

Where the health insurance gets paid or the telephone bill. You know, I guess the telephone bill is probably because people are reselling VoIP. But, you know, unless, of course, I need my insurance guy. I actually had never considered putting in all of my vendors, you know, like right from my accounting system. Because it's where I keep most of this stuff is in my accounting system where vendors that I pay that do not have anything to do with my autotask usage.

You know, like my fixed or overhead expenses is what I'm talking about. But, you know, I can see the value in making, you know, in using just autotask as your one stop shop for all of your contacts, vendors, suppliers, contractors, whatever. And it's an interesting thing because a lot of people don't do that. A lot of people kind of use the CRM. You know, they'll use some other CRM tool like HubSpot or something else to do all their marketing and then only bring them in when they become customers into autotask.

You know, I use, I mean, I do that to some extent. So I use, you know, marketing tools like ActiveCampaign and what have you to run the campaigns. But, you know, I still use the CRM and autotask as my source of truth. So I say, you know, even right down to my telephone company, because if I need to phone them and make an inquiry about my telephone bill, right, I mean, certainly I don't have, you know, John Smith because, you know, my telephone company turns over stuff like there's no tomorrow. So, you know, I'm not going to put John Smith in there.

So all I do is I go like telephone for the first name and last name. It's like telephone contact or something. But what I do have in there is I have the phone number of the support desk, because, you know, including my insurance companies, including, you know, pretty much everyone, even the place where I service my car, because at the end of the day, yes, I can go and look all of that stuff up online, but I'm working with autotask day in and day out. So for me, it's just as easy to search inside autotask and go, here's a list of all of my, you know, the people that I deal with on a day by day basis. And I have all of that information in the system.

So it depends on what you want to do with it. And typically you are correct. A vendor is really only there for, you know, when you're running the purchasing or the procurement, and it automatically ties into the vendor. So you can send them a purchase order, all that kind of good stuff. But I use it for a lot more than that as well.

So I'm going to kind of switch gears and move into contacts, because I know that we have a lot to go over when we're talking about the contacts, right? So you set up a new customer or new company or account or whatever you choose to call the people that you do business with or that do business with you, right? So the first thing that you do is create one contact. There's, you're putting in the name of a human being and their telephone number and probably an email address. And what that does is that automatically creates a contact, right?

So the next window pops up and it says, hey, you know, this looks like a new contact. We want to save this as a contact. And you say, yes, thank you very much. And then you have a contact. But Autotask actually has the ability to have multiple contacts.

And so the next area that I want to ask you about is the reasons for having multiple contacts for each of your customers. So, and I have a feeling, I could be wrong, but I have a feeling this is another one of your very favorite topics. No, this one isn't. No, I'm kidding. It is my favorite.

So, yeah, I mean, you obviously can have multiple contacts against a customer or against a company, a vendor, whatever it is, you can have, you know, as many contacts as you need to. And those contacts can have multiple email addresses. You know, it's actually a fairly newish feature in Autotask where, you know, you can now enter multiple email addresses for a particular contact. So in the past, if you'd had, you know, Chris, Tim, you know, and then I entered again, and maybe I had somehow logged a ticket or whatever is my Gmail account, you'd have to create a whole new contact for me, one with my business account and one with my Gmail account. What you can now do is you can just have, it's actually, well, it's four email addresses, basically four for each contact.

So what you can do then is say, well, this is his business address. And, you know, this is his personal address. So that if I then went and logged a ticket against my Gmail account, it would automatically know that it's the right contact. So that's one thing to bear in mind is you can have, you know, multiple contacts against an account or a company, and then multiple email addresses against each one of those contacts as well. So one of the main reasons of entering in multiple contacts, right?

Well, one of them, because there's plenty of really, really good reasons, but one of them is for the portal, the client portal where if, you know, if somebody emails in a ticket and Autotask recognizes this email address as a contact for a particular company, now Autotask knows which company in which to open this ticket for, right? So that's the way that the email parser works in Autotask. But here's my question. What if the same email address is in multiple customers? When that person emails in a ticket, what happens to that ticket?

The ticket gets created against the first account that Autotask finds. So it will basically, if it'll just go, hey, I found a company with this address on it. It doesn't kind of go, hey, like actually it doesn't scroll through and go, oh, I found five of them. This one looks like kind of the right company because the domain name sort of matches. It just, the way it works is it just goes, well, the first one I'll find as soon as the ticket is created, that's the company that gets the ticket created.

So it is actually quite important to make sure that you don't have that scenario, right? Where you have the same contact, you know, entering multiple companies with the same email address, which is why you can now have up to four email addresses. So you don't get around that problem anymore of saying, well, you know, I've got this guy who might be at the parent level and he's also of all of the children. You can kind of just enter him in it at one of those places and then just use the email address or use multiple email addresses for them. Interesting.

And so let's talk about some of the other reasons why you will need a contact for almost everyone in the company, right? So having the employees or the staff of your customers be able to email tickets in, and of course you may not want them all to be able to email tickets in, but you can set that up at the client portal level and we'll get to that another day. But beyond that, you know, if you're using those billing products, and I don't know that we've spoken about the billing products in depth yet, but the billing products is directly connected to the contacts for each individual company. Can you kind of elaborate on that just a little bit? Sure.

So actually the billing products side of all the tasks is actually a pretty cool feature. So what it really allows you to do is exactly that allows you to build for that contact, right? So effectively what that would do, is that would integrate in with Active Directory or Azure, whatever the case might be. So you could use Azure to actually keep your contacts up to date in Autotask. And this is how a lot of people do it, is, you know, you turn on the integration, goes and finds out who all of the contacts are inside the customers AD or Azure, and it brings it in and it creates them all as contacts.

What it then does is it assigns them a billing product. So it kind of goes, hey, you know, the billing product we're going to use is called customer or contact billing, whatever you want to call it. And then it assigns that billing product to all of those contacts. And then what you can do with a contract is you can go say at the end of the month or, you know, the 24th of the month, whatever you want to do, you can go ahead and you can count how many contacts you've got that are assigned to that billing product, add them to the contract and bill for that amount of contacts. So it's a really, really good way to kind of say, you know, if you're doing per contact or per user billing, per seat billing, whatever you want to call it, you can kind of say, well, you know, we've got 10 users in this company and we've got 10 users in AD.

It brings them all in, creates them all as contacts, assigns them a billing product and bills for those 10. When one of them leaves, you disable them in Active Directory or Azure. It disables them in Autotask. Therefore, you know, the billing products are then reduced by one. So what it'll then do is go, hey, next month, we're only going to bill for nine.

So- Yeah, until we get to that episode. Yeah, I mean, it's great. I love the billing products. I think it's really cool. And there's some really, really good stuff you can do.

So you don't have to link the billing products to AD and Azure. I mean, you can just manually create a contact and then click billing products and assign it to that billing product. But a really good way, I always tell my customers to do it is to use the integration with Azure because, and sorry, I know I've been saying Azure and AD together. When I say either one of the two, I'm meaning it actually works with both. So, but you know, if you turned it on in Azure, you can create a security group and then say, you know, add everyone to that security group in Azure.

And what it'll then do is say, hey, I've got 10 in this group. I'm therefore going to keep these 10 in Autotask and it keeps them up to date all the time. So if you disable it in Azure, it disables it in Autotask. And that way, if a person leaves the company, you can just disable them in your Azure and it'll automatically go and disable them in or inactivate them in Autotask, which means they'll still be in your contact list, but they're not actually, you know, an active contact. So therefore they can't create tickets, you know, all of those sorts of things that you get with companies or with contacts.

So you can really use this billing products to kind of determine how you're going to bill and do that counting every month of how many contacts you have and then bill for them accordingly. So you keep using the word billing, which reminds me of another question. I have received this question quite a bit and I'm interested to see how, you know, you handle it. So the question that I get from a lot of clients is, okay, how can I determine who the billing contact is? Right, so if I've got a customer and I've got 30 contacts for this customer account, which one gets the invoice?

And so generally what I do is, you know, I'll go into the invoice preferences and say, this is the contact that gets the invoice, right? So in the email section down, you know, in the invoice preferences, you can say who gets this invoice. And so you can choose the contact there. But the question remains that how, if you're looking at this list of 30 contacts for the customer, how can you tell at a glance who the billing contact is? Because if you have a question and you need to reach out to them, can you figure that out from that list?

Who are the VIPs or the management staff? You know, short of going through and entering titles for everyone, you know, that you have to then sort alphabetically or whatever. So give us some tips on how we can better organize the contact list. Yeah, that's a great question. Again, my favorite, really good way to actually do that.

And there's a few ways you can do what you were looking to do. So when you edit a contact, there's two fields right at the top. There's one called external ID, which you can just put in any field you like in there. So I put in, for example, VIP. And then you can actually workflow on that.

So you can say, you know, when a contact with the external ID of VIP creates a ticket, then do something, you know, give it the highest priority or whatever the case might be. The other thing you can do is you can change the prefix. So by default in all the tasks, you've got the Mr. and Mrs. and all of that kind of stuff. So you can change those or add to those prefixes, right? So again, in the prefix, you can put VIP.

And then you can workflow on that as well. So when a customer with VIP in the prefix creates a ticket, do the same thing, change the priority, change the status, do whatever you want to do. So that's one way to do it. So you could do the same thing with billing. You could kind of have, you know, your prefix saying VIP, and then you could have your external ID saying billing if you wanted to.

And then when you view it in your grid format, you can just use the column chooser to choose those fields and actually see it in your grid view. But what I actually do is I create a user-defined field and user-defined fields are a great way of being able to, you know, further categorize things. So for example, I have one that says customer contact with a dropdown list. And that says, you know, what kind of contact is this? So, you know, it's then going to be the primary contact, the purchasing contact, the technical contact, the billing contact, whatever it is.

And I use that as a user-defined field. Again, in the exact same way, because it's a user-defined field, you can workflow on that. So when a ticket is created and it's the technical contact, you might want to then, you know, have a workflow that maybe triggers off a different kind of notification than if it was the billing contact that sent you the email. So using user-defined fields against the contact is a really, really good way to kind of, you know, put whatever information you want about that contact and you can just create user-defined fields and does what it says on the tin. User-defined pretty much means user-defined.

So you can define pretty much exactly what you want, whatever you want that to say. Right, and then of course, you know, just use the column chooser so that, you know, you can see the customer contact type, that user-defined field right on that main page, export it out if you need it in the list and off you go. Yeah, exactly. So it gives you, you know, yeah, using those grids in Autotask and using the column choosers is a really good way because like I say, you can then export that into Excel and do whatever you want with it once you've got it in there. So let's talk about that Xero account that I hear you refer to from time to time.

What exactly is that and how are you using it in your Autotask? Great question. So the Xero account is basically, it's your own account, right? So as the MSP, you know, you've just bought Autotask. You know, you log in and there's one account inside.

Well, there's going to be two because there'll probably be an Autotask account even though it's Datto now, there'll still be an account that says Autotask but there will also be one that will be your own company name, right? And that company name is known as the Xero account and the reason for that is it actually has an ID of zero, right? So when you look at the ID field in your column chooser, it's going to have a zero next to it, which means it's the very, very first account. It's your account. There's certain things though that make the Xero account quite unique.

So one of them is, for example, again, you can't run any of the billing. Well, you can create contracts. You can do all of that kind of stuff but it doesn't go through to the billing. So it doesn't end up in a proven post. None of that kind of stuff happens, which means you can create contracts.

You can, you know, put time against your own company on a ticket. It's not going to bill that time. It's not going to send an invoice to anybody. So, you know, there's things like that that you can do with the Xero account that you can't do with any other account. So when you hear the word Xero account being referred to, it's referring to that.

The other thing it does, or actually the other thing it did until about, you know, till the last release came out in Autotask probably about a month ago is the Xero account was designed to specifically put, you know, when you create a ticket, if I sent a ticket from chris at hotmail.com, for example, it wouldn't know where to put that ticket, right? So it would then automatically create that ticket against the Xero account, right? Oh, I don't know that I realized that. So, but you mentioned something interesting because you and I both work with MSPs all around the world, helping them with Autotask. And one of the first things, you know, that they like to do is set up test contracts, right?

And test tickets. And because it's a test contract and it's a test ticket, they use their own account for it. And then they get very disappointed when they can't find it in the approve and post screen, right? Because it's not there. It's there's anything that lands against your own, your company's own account is never going to invoice to anybody as you just said.

So, so one of the things that I always encourage people to do is that if you need a test account, call it AA Test Account or something like that. It's going to put it all the way at the top of the alphabet list so that you don't have to scroll through, you know, and find it. But it's a customer. It's an actual customer with the test name on it so that you can get in there and start playing around and test out your, you know, your block hour contracts and your recurring service contracts figure out how different things work and how, you know, exclusions and all of that other stuff so that you have some frame of reference as to if I do this in a ticket, this is what's going to show up on the invoice. So create your own test customer but make sure that it's very clear.

Don't use a real customer because you don't want a false historical data living in that customer, right? And the other thing, so I would always use the Xero account for your own internal IT stuff, right? So if you've got a, you know, somebody internally who needs a new PC or a phone or whatever the case might be, then use your Xero account for those purposes, right? Because you're not going to build that stuff. You're not going to, you know, generate an invoice.

And that's what it's designed to do. And then as you say, create a test account. And, you know, I like your idea of kind of AAA test. I normally just say, you know, for example, you know, your company's ABC. So I would just call it ABC internal or something or ABC test or whatever the case might be just so that you can identify that it's a test account that you're using for your own business.

So that will then give you the ability to run the, like you say, the approved post and test the invoices and test all of those kinds of things against your test account rather than doing it against your Xero account. But the other thing, so I mentioned earlier on about, you know, something that the Xero account does that when you email in, if it doesn't recognize the domain name, it automatically creates the ticket against your Xero account. Now, what you can actually do now since the last release is you can actually change that catch-all account. So it used to be your Xero account. You can now set any old account.

So you can go and, you know, set up a new account on the system, call it ticket catch-all or something. And then you can say, you know, inside the email processor, you can say, this is my catch-all account, which means that when a ticket comes in from an unknown domain name, it's gonna create it against that company. And the reason I think it's a good idea to do that and to have a different catch-all account is because of what I just said in terms of using your Xero account as your own internal account for your own, you know, internal IT issues. You don't then want other tickets and other stuff coming in from unknown domain names being logged against the account that you are using for your own internal, you know, IT issues that you have. Uh, right.

So, you know, and actually, I think that's a great idea because it would be a flag to the service desk coordinator when they start seeing tickets show up to the ticket catch-all account, then they know that the tickets are coming in from somebody that, you know, doesn't have a contact on the system. It would be like a red flag. It would jump out at you and say, hey, this one needs attention or it needs a new home. You know, where does this need to go? And then you can take the appropriate steps to fix that.

So I think that's a great idea. Yeah, exactly. And that's, you know, that's a brand new thing that's just come out of Autotask. So I think it's an awesome thing to do. And I always encourage all of my customers to set up a catch-all account so it doesn't affect anything you're doing.

On your own internal account. And as you say, you can then, because you can then have a widget that says, hey, here's all the tickets that have come in for catch-all account, whatever you want to call it, ticket catch-all or something like that. And you have a widget that says, here's all the tickets that have come in that have been created against ticket catch-all. And then that gives you the ability to then, you know, look through that list and decide whether they are a real, you know, it's a real legitimate ticket because maybe it's come from rayannatgmail.com and you go, actually, I know that Rayann is actually at ABC. So I'm just going to now take that email address, assign it to, you know, the Rayann account that I've got at ABC.

And then moving forward, when you then send it from rayannatgmail.com, it's going to assign it to the right company, right? So it's really important to make sure that you're getting, you know, getting as much information in there as you possibly can on, you know, on the contacts of putting in all of the contacts, putting in all of the customers. And one of the things is, of course, as this is a podcast to do with implementation and setting up the system, a lot of people are probably going to be importing customers or accounts from a different system. So there is an import facility built into Autotask, which is a, you know, a CSV spreadsheet. So what you can do is to then go and fill all of your customer details in there.

And one of the things I see a lot of people do, especially, you know, right in the beginning of the implementation, they only put in the required fields. So they put in the company name and the email address, and they never put any of the address information in there. I always think it's really, really important. And maybe it's just my OCD, but I always put in, you know, all of the address information about that customer as well, because that address information will then flow through to invoices. You know, if you've got the integration into QuickBooks or Xero or any of these things, it'll bring that address information through.

So the more you can put in there in terms of your addresses, you know, your city, your postal code, or zip code, whatever you want to call it, the more of that information you can put into the account, and the more valuable that information is, and the more it carries through into all the other places that you need it in. I totally agree with that, especially the OCD part, you know, because there's nothing worse than opening up an invoice and seeing the name of the customer and a comma, you know, and then a country. So, but you know, the other thing is, is that it's so much easier to get that information into a spreadsheet format than it is opening up each individual customer and filling out the fields manually. So if you're planning to do the import, first download the template, right? So if you go into the admin section and to the customers, and you know, there's an import button there, and then you can find the template there.

Download the template and then start to populate it with all of your customer data and then get it into the right columns. But there's an awful lot of columns that you could be filling out that you may or may not ever use. Most of the time you're going to use them, but you don't know today, right? As you're importing your customers in for the very first time, you may not realize the importance of a lot of this contact information and how it will flow through in future uses of your Autotask. You know, so take the opportunity while it's in CSV format, you know, and get as much information in as you can while it's still easy.

And here's a tip for anyone using the import facility. There's two things to mention at this point. So when you're importing things in using the CSV, there is a column in there that says type, customer type, I can't remember exactly what it says, but it's basically the account type. Now, here's a little tip. If you leave it blank, it will import perfectly fine, but every single account will come in as a lead because by default that dropdown list, the first, you know, default account type is lead.

So if you've got customers that are actual customers or vendors or partners or whatever, you know, when you bring them into your CSV file, what you need to make sure you do is inside that column, you fill in whether it's customer or prospect or whatever the case might be. Otherwise they'll come in as leads. It's not a problem. I mean, you can always go back in and do it later and re-import them. But if you're gonna be doing that in the import facility, make sure you take that column and fill in whatever they actually are.

That is a huge tip because I can't tell you how many times I've had people in my office create new customers with the sole purpose of going ahead and setting up, you know, a contract. And then five minutes later, they say, I just created this customer and now I can't find them on the list for the contracts. And my response is, did you change it from a lead to a customer? Because they will not show up for contracts and, you know, other things that outside of the CRM if they're still a lead. And that's by design.

And I had a second tip too. And the second tip that I have is if you create user defined fields in your, against either a contact or an account or whatever the case might be, you need to re-download the import file because the columns are going to come in in whatever UDFs you've added or user defined fields you've added. They're going to bring columns into that CSV file, right? Now, if you do add UDFs and you try and use an old CSV file that you had from previously and you try and import the stuff in, it is going to fail because it's not going to find that user defined field to import things into. So it's really important that if you are adding user defined fields after you've imported some data, you need to go back in and re-download the CSV file.

You'll have to move everything around and bring the data from the old CSV file into the one you've just downloaded. And if you need to fill in that user defined column, then you can do that in the CSV file or you can leave it blank, it doesn't matter. But the important thing is to make sure that you do have that in there when you do another import after you've got the CSV file. So two little tips because I see people fail on this all the time. Literally every single time people go wrong.

And as you say, I mean, and this was probably one of the things we should have pointed out earlier on when it comes to the difference between a lead and a customer is you can't create a ticket for a lead, right? So you can't create a contract for a lead and you can create a ticket. However, you can't create a ticket by clicking on the plus and then in the ticket screen, typing the name of the customer, it won't allow you to, it won't show the lead in that dropdown list, but you can go into the CRM under that lead and then click on the ticket from there and create a ticket at that point. So it's really important. And I see the same thing happen all the time, right?

As people go, well, I've just imported up a whole bunch of accounts on the system and I can't see them anywhere. And yeah, it's because you've left that account type field blank and you've therefore got it in the system. So yeah, so basically you need to make sure that you've got all of that stuff set up. Wow, this was a fun conversation. And who knew that we had so much to talk about with just customers and contacts?

Yeah, I mean, it's crazy, right? There's so much we could talk about. And I mean, we could probably make this podcast like three hours long, just talking about the stuff, but I think people would get horribly bored unless they're on a long trip, listening to us in the car. So we won't bore them anymore, Brianne. But yeah, if anyone wants to reach out, you can reach out to us on all the socials, also via our website, which is psaimpact.net.

And yeah, really all that's left for me to say, Brianne, is your PSA is the key to your MSP success. So go out and make an impact on your world today. Thanks, Chris. Thanks, Brianne. Welcome to PSA Impact, your podcast for all things PSA, RMM, and MSP.

With your hosts, Brianne Bucianico and Chris Tim. Learn how to get the most out of your PSA tool and manage your business by maximizing profitability and increasing efficiency within your MSP business. Let's listen in.