Do you plan to incorporate Freshbooks integration into Freshdesk Mint. I am currently evaluating Mint, previously I used Freshdesk classic and one of my favorite features was the Freshbooks integration.
I am also interested in the GotoAssist integration.
Hey Adam, I hear you! I used run my business effortlessly with Freshdesk & Freshbooks. Now I feel I spend more admin hours than making money :(
I've had to upgrade both systems (Mint & Cloud Freshbooks) to integrate but the time logging is still done manually. I invoice one company not every ticket requester.
Hopefully one day they will replicate and be even better than their predecessors.
8 months ago
Its been a painful 7 days since we updated to Mint and the associated new-Freshbooks - really the best way to explain this is - the old non-mint Freshbooks time tracking app worked whereas the new one took a completely different approach and as a result, we're less efficient and have manual processes to fix the glitches - the core problems are:
#1) We need the time to be marked billable by default - the placement of the checkbox and the fact that it defaults to unchecked has resulted in a manual process to fix time entries (moving them from unbillable to billable in FreshBooks) Its silly to have an unchecked billable button especially if you know FreshBooks you know that the billable/un-billable can be set at the Task level so a checkbox existing is 100% unnecessary. That said the new FreshBooks no longer requires project/task association to book time (just Client is needed) but the app doesn't show the time entry box until the project is selected and if you don't select a task it generates an incorrect error of please select a client so couple issues there too
#2) It takes 7 clicks to get to the point where you can click save (waiting for loading in parts, and the cursor isn't placed anywhere helpful)
#3) We need time tracked shown on the ticket (I realize this is because it is operating independently of the FreshDesk built-in time tracking feature whereas the non-mint App synced both - this is a great illustration of following what worked would have been great)
#4) The former non-mint app would load the project and task list automatically, if a client had a single project then you were good to go as you then didn't need to click on projet, task seemed to default to the last used entry so more times then not this worked well too no clicks neeeded
#5) Need to be able to select the date, as in particular if you edit time entries it then updates the date
Why oh why didn't they just take the old version and update it?!?!?!?
They've taken what worked and broken in (and this is v2)
I get the sense they outsourced this to a developer with no real understanding of how its used
Freshbooks has more or less forced us to switch to Mint as multiple times going to log in over the past months we've been switched to Mint despite asking not to be... had to open a support ticket each time to move back. Now I'm to far into it to go back since we updated our associated FreshBoks account in tandem.
I really hope someone is reading this and can help - Talking to Freshbooks support hasn't helped.
10 days ago
We onboarded a new team member recently and he pointed out how ridiculously time-consuming and difficult it is to track time on a Freshdesk ticket and get the time associated with Freshbooks which is integral to our current workflow... not to mention all the pitfalls of making wrong selections which is all to easy to do. Reminded me all over again of this discussion and the little progress that was ever made on this.
I'm curious about what other people in the community have done...
7 days ago
When reviewing our setup with another staff member it reminded me how painful time tracking has been since switching to Mint (7 clicks, waiting for processing at multiple steps, several opportunities to mess it up)... curious does anyone else use this successfully?
7 days ago
After so much heartbreak over the forced changes to Mint, and the lack of response on the QB integration issues we were having, we deleted the integration.
Now all technicians just type their time entries into a Slack channel called #time, and then one person is responsible for copying the time entries into QB as a time activity.
The Freshdesk App on mobiles has not had the ability to create a time entry that works with the integration either - we asked for this a long time ago, but time entries in the Slack channel have been a positive change to the business.
Now all technicians get in their car after an onsite visit and type their time entry into Slack, and it's done.
The downside is not having time associated with a ticket, but we have had fewer issues this way than trying to make the integration work.