Capsule has offered a Zendesk app for a long time. When viewing a support ticket, the app can be used to see related contact details from Capsule directly inside Zendesk.
Late last year, Zendesk released a new version of their app platform. As such, we’ve taken the opportunity to modernize the Capsule Zendesk app, streamline how it works, and add some new features. Here’s a quick look at what’s new:
Not only does the app look a lot more modern, you’ll also find it feels much more integrated within Zendesk’s interface. Matching contacts is now quicker and smarter, while the contact profile still contains all of the information you need from your Capsule account.
If there isn’t an exact match on the Zendesk ticket requester details in Capsule, you’ll be navigated to the matching page so that you can create a match yourself. From here, you can either choose to add the ticket requester as a new contact in Capsule, or if you know the contact is already in Capsule, perhaps under a slightly different name, you can search for them and make a match.
When you have identified a match through the search function - you can press the “Match” button next to each search result. Pressing this button moves the contact that you’ve selected into the main profile view and also adds the ticket requester’s email address to the contact in Capsule, automatically linking the ticket and the contact.
This has the added bonus of improving the accuracy of the app’s automated initial search, meaning you’re much more likely to get matched with the correct contact in the future.
As well as email tickets, Zendesk also supports tickets generated by Twitter. The app will now match contacts in your Capsule account based on the ticket’s Twitter handle. And if you need to make a match, the Twitter handle will automatically be added to the contact so you know who you’re talking to the next time they contact you via Twitter.
Previously, identifying the right person or organization in existing contacts could sometimes be difficult. For instance, if multiple search results had the same name, there would be no way to differentiate them since we only presented the name.
You’ll now be able to see the contact’s profile picture, along with their organization directly in the search results. And if this still isn’t enough, we’ve linked each contact to their corresponding Capsule page, so all you need to do is click on their name to get the full details.
All users will automatically be updated to the new version of the app, all you need to do is add your Capsule Personal Access Token to the Zendesk app.
We hope you enjoy the new Zendesk app! Please let us know if you have any thoughts or questions.
We want you to feel like there’s no obstacle in the way of you and your contacts. With that in mind we’ve made a bunch of improvements you’re going to love on our contact lists pages. We’ll be rolling this update out to all accounts in the coming weeks. If you want the new page right away, click ‘Turn On’ on the People & Organizations page. Here are the highlights:
First off, all actions now take fewer clicks. To filter contacts, you no longer need to ‘Create a new list’, you can start filtering as soon as you visit your People & Organizations page. You’ll find all our usual filters are still there, including any custom fields you’ve defined in your account settings.
Once you’ve applied a filter such as ‘Tag’, you can add more filters such as ‘Name’ if you want to find a specific contact.
If you want to save a list, you can do so in the ‘Saved Lists’ drop down menu on the top left side of the page. This is where you’ll also find system lists and any other saved lists you already created. Alternatively, if all you’re doing is filtering on the fly, you can restore to an unfiltered state by clicking ‘Clear Filters’ on the far right.
Something we’ve wanted to bring you for a while is the ability to directly select contacts in a list. This gives you more control when you’re performing bulk tasks such as adding tags or exporting contacts. If you want to perform a bulk action on all contacts, such as adding a tag, you can click the 'Add Tag’ button without selecting any contacts and the action will apply to all your contacts in the current list.
When you’re creating a set of conditions you’re often trying to match more than one value. Previously you couldn’t say ‘show me contacts whose country is US or UK’, now you can. Selecting several countries in the country filter will act as an OR condition.
You can also add OR conditions to text fields. For example, to find contacts whose job title contains manager or lead, you can open the job title filter and press the plus button to add an OR condition.
Sometimes you need to focus on particular details about a contact, such as when you last contacted them. You can now hide and show columns as you need them using the table settings button and checking or unchecking the columns you’d like to be displayed. You can even view your own custom field data in the table to give you everything you need. Saving a list will also save the column structure you created.
After deciding which columns you need, you can also move them to the order you want with a simple drag and drop.
You can also use the same table settings button used to edit columns to sort by a select number of fields. Just click on the “sort by” button and select one of the six options you would like to sort by. Simple but useful!
We hope this makes managing your contacts even easier. Please let us know if you have any thoughts or questions.
Until now, seeing a complete overview of your sales pipeline required using various pages in Capsule, which made visualizing your sales pipeline challenging. We know it’s important for you to keep track of your sales opportunities as they progress through your sales process. Today we’re announcing a new Pipeline view to give you a complete visual overview of your open sales opportunities.
Check out our video to see the pipeline view in action:
So how does it work? The Sales Pipeline icon now takes you directly to the new Pipeline view. You can still reach the dashboard using the dashboard button (the last icon in the group). The new Pipeline view organizes your open opportunities under their current milestone on a single page.
Some of you may know this as a ‘kanban’ board. When a sales opportunity progresses, you can move the opportunity across milestones by dragging and dropping the opportunity into the next milestone column. The further an opportunity gets to the end of the Pipeline, the closer you are to closing a deal!
When you’re ready to close a deal, you can drag and drop the opportunity into the ‘Won’ drop area to select your winning milestone. Should you lose an opportunity you can drag it into the ‘Lost’ drop area.
We hope this gives you a better overview of how your sales are progressing! As always, we’d love to hear what you think, feel free to drop us an email.
We’re sure you’ve already heard of the GDPR by now and have some questions on how to deal with it. We’ve put together an overview of the GDPR and Capsule, and answered your questions to help you work within the new regulations.
This post is to assist you in using Capsule, but should not be regarded as legal advice. If you have questions on how the GDPR will affect your business we recommend you seek legal advice.
On May 25, 2018, a new EU privacy regulation will come into effect called the General Data Protection Regulation (GDPR). It imposes tougher obligations on businesses with regards to how they collect, store and manage personal data of EU citizens, regardless of whether the data processing takes place in the EU or not.
The GDPR will affect anyone who stores personally identifiable information of any EU citizen. Personally identifiable information can be a name, email, address, date of birth, personal interests, unique identifiers, digital footprints and more.
We’ve always taken data privacy and security practices very seriously. In light of the GDPR we have reviewed our data processes and practices to ensure we’re fully compliant by May 25, 2018. For example we are:
While the GDPR can initially seem demanding, the emphasis behind it is about respecting your customer’s data and processing only the data that you need. We already have features in place to help you manage your customer’s data correctly. Here’s a list of some features and suggestions to help you with compliance:
With the GDPR you need to have lawful basis for processing personal data, consent is one of them. If you need to record consent, there are several ways you could do this.
Alongside your customer’s contact details, you could choose to add a Custom Field such as a check box for consent and can also choose to add a date field to record when consent was given.
You could also use Capsule’s tag features to tag contacts who have consented to you contacting them again. Particularly powerful are Capsule’s DataTags which allow you to record additional information with a tag. For example, you might want to record the date of consent given alongside the tag. Capsule will prompt you to enter these fields when you apply the tag to a contact.
An individual may request access to the data you have stored about them in Capsule. This is sometimes referred to as a “Subject Access Request”. To help with this kind of request we’ve built a new Print Summary feature. This allows you to export the individual’s contact data and all information held on them, including their entire communication history in one file.
To use this new feature, start out by opening a contact in Capsule. From their record click the action arrow, then choose ‘Print Summary’ and a new tab will open in your browser. From here you can copy the information to your computer and paste it into a word processor, or you can use the print function in your browser to create a PDF from the information.
You may wish to remove data that is no longer being used for its original purposes before May 25. Also, under the GDPR there is emphasis on the right to be forgotten, enabling an individual to request that their data be deleted. You can delete a single contact and also delete a list of contacts. These deleted records are stored in the trash for 30 days before they are permanently deleted. However, when asked to remove the contact immediately, Capsule’s account owner can permanently delete individual records by going to the trash and permanently deleting them using the delete function.
If you’re looking to understand more about GDPR, we suggest you review the advice given by the UK Information Commission Office (ICO), they are responsible for implementing the GDPR legislation in the UK. They provide practical advice such as an overview including key areas for Data Controllers to consider and get in place for May 2018, along with their 12 steps to take now.
The Information Commissioner has also started posting a series of myth-busting articles that set out to explain that GDPR is an evolution, not a revolution and which clarifies questions like “Do you require consent to process personal data?”.
We’ll be sending an email soon with details of our new Data Processing Agreement which comes into effect from May 25, 2018. Keep checking our blog for updates around the GDPR and new features.
Updated on 17/04/2018
We hope this answers some of your questions and makes working with the GDPR within Capsule easier for you! Please email us if you have any questions and we’ll be happy to answer.
For those of you who are regular Capsule Mobile users, you’ll be glad to know the calendar has arrived to help you manage your tasks. It will now be the default screen when you tap the Calendar & Tasks icon on the bottom bar.
Days with due tasks will be indicated by a green dot. Simply tap a day to view its due tasks.
Tap the left and right arrows to navigate between months or tap the month to open a picker allowing quick switching between years and to go back to today.
You can switch to the list view for overdue and upcoming tasks by tapping the task list icon in the nav bar. We’ve also added a pink dot as an indicator to the task list icon to show when you have overdue tasks that may require attention.
We hope this will help improve managing your tasks on the go! Please let us know if you have any questions.
Happy New Year! We hope you’re having a great start to 2018. Last year was a busy year for us as we worked towards some major feature releases. We’re continuing that work and we’ll let you know about those features closer to the time. In the meantime, we’d like to share a few new things you’ll see around Capsule.
We now have a dedicated team working on our mobile app for iPhone and Android, and they are busily rolling out updates. Recent updates include reworking the navigation to make it easier to get to the right page quickly, support for attaching images and documents directly from your phone, quick access to recently accessed contacts, plus a bunch of speed improvements. To get Capsule for your smartphone, simply download from the App Store or Google Play.
If you’d like to better manage phone calls across your business, check out CircleLoop which is a cloud-based telephony system for businesses. You simply use the mobile devices and computers you’ve already got to both make and receive calls from a UK number you select - you just need to install their app. Their plan includes unlimited calls to UK landline and mobile numbers, voicemail to text, and you can even share a business phone number with all your team. The team at CircleLoop have done a fantastic job of integrating Capsule including easy set-up, support for click-to-call, and logging of calls directly in Capsule. Learn more and sign-up.
Capsule now integrates with Sage One (UK) to add to our growing list of integrations with accounting systems. The integration streamlines customer creation and updates across both systems, and the inclusion of Sage One invoices history directly inside Capsule ensures you get a complete and up-to-date view of your customer status. Learn more and sign-up.
In addition to the many direct to Capsule integrations, Capsule also connects to Zapier, enabling creative ways to push data between Capsule and the many other apps on Zapier. Zapier has just announced they’ve hit a milestone of 1000 integrations in their toolkit. Check out Zapier’s page about Capsule to get ideas for connecting Capsule with other applications you use, such as notifying a Slack channel when new opportunities are created in Capsule.
If you are a regular user of Capsule, you may have noticed Capsule now shows an icon with the initials of a contact when the contact doesn’t have a profile picture. For example, GW would appear for Gavin Williams. In places where it would be useful to show a contact or user, but we don’t have space to show their full name, we can display the icon to provide greater context, alongside a hover or click through to see details. You can see an example of this in action on the team calendar page (above) where we’ve recently added the user icon to show who is assigned to each entry.
Many of our customers make use of the Tracks feature in Capsule to automate the assignment of standard tasks you follow when progressing sales opportunities, responding to customer queries, or implementing projects on behalf of customers. We’ve recently updated Tracks to allow the steps to be configured just for weekdays so that tasks don’t get assigned on the weekend, and also to allow steps in a Track to be assigned to different members across your team. Read more.
If you operate in the UK or other parts of Europe, it’s likely you will have heard of the upcoming changes around personal data protection in the form of the General Data Protection Regulation (or GDPR for short). The GDPR is European legislation that applies to organizations anywhere who collect data about EU individuals, including those in UK. It is an evolution of the existing EU data protection framework. In the coming weeks, we’ll be letting you know about updates to our agreements, and updates to Capsule which assist customers who are subject to GDPR. Read more about what we are doing.
Thanks for reading and we hope you continue to have a fantastic year with Capsule. If there’s ever anything we can help with or if you’d like to share anything then you can email in or reach us on Twitter.
All the best for 2018
We’ve got some fantastic news to share with our UK customers who’d like to integrate Capsule with a phone system. Today we’re introducing the Capsule integration for CircleLoop.
CircleLoop is a cloud-based business phone system. You simply use the mobile devices and computers you’ve already got to both make and receive calls from any UK numbers you add to your account - you just need sign-up to a free CircleLoop trial, install their Apps and you are live!
Each CircleLoop user plan includes a business phone number, unlimited calls to UK landline and mobile numbers, voicemail to text, and a growing list of handy features - this unlimited plan is £15/user per month. You can add in additional team members as users within a few clicks, and if you have an existing business phone number then this can be ported into CircleLoop when you are ready.
The integration CircleLoop have built makes it really easy to use it with Capsule, unlocking even better ways to keep in touch with your contacts over the phone. The integration has three main features:
Contacts that you add to Capsule will automatically be synced with CircleLoop, so if you’re making calls within their app you can search for your contacts there. You can also filter the contacts in CircleLoop to help find just your Capsule contacts.
With a small change to your Capsule User Preferences, all your contact’s phone numbers become clickable and you simply need to click their number to start a call in CircleLoop. That works for both Capsule on your computer and when you’re using the Capsule Mobile App.
Each call you make will automatically and instantly be added to your Capsule contact’s notes. When you receive a voicemail from a contact, CircleLoop converts the voicemail to text and adds that as a note to your contact history too.
The team at CircleLoop have put together a video to give you an overview of the integration here:
We’ve arranged for Capsule customers to get an exclusive 14-day free trial of CircleLoop so feel free to have a good play with their service. If you’d like to get started with the integration and you’re already a Capsule customer, you can use this link to setup your CircleLoop trial.
If you’re not signed up for Capsule quite yet, use the following link to signup for a free or trial account.
We’ve been working hard to get as many useful features as possible from Capsule into Capsule Mobile and attaching files to notes is the latest feature to make an appearance.
Uploading files is as simple as it should be. Simply tap the attach icon in the navigation bar and you will be taken to a screen giving you the option to upload from ‘iCloud’ or ‘Photos and Videos’ if you’re on iOS or just to ‘Select a File’ if you’re using Android.
Once you’ve selected your file, it will be shown in the ‘Uploads’ section — this is where you can check you’re uploading the correct files and remove them from the queue if necessary. You can add multiple files to be uploaded.
Tapping ‘Upload’ will cycle through all files in your ‘Uploads’ list and upload them one by one, adding them to an ‘Attachments’ list in the process. Once they are in this list, they have been successfully uploaded.
We’d love to hear from you! Please let us know what you think about the new update or if you have any questions.
Tracks are a long standing feature in Capsule that lots of people have come to know and love. As a hard working team ourselves we know how important it is to collaborate. We understand that sometimes it’s not only one person who does everything in a track - it’s a team effort. Today we’re happy to share that we’re taking the power of team work to tracks by giving you the ability to assign who should complete each task in your tracks.
The next time you go to edit a track you’ll be welcomed with some new options. To assign a user to a task, simply select a user from the new assignee drop down menu. This is by no means required though. You can also choose to assign tasks to the owner of the case or opportunity.
Before today’s update, when a pending task in a track was made active by completing the previous task, the newly active task would be assigned to the user who completed that previous task. This behaviour stays the same for any existing track definitions. However, when defining any new tracks the assignee will now default to the owner of the opportunity or case that the track is applied to. If you prefer how things were, you can choose ‘User Completing Previous Step’ in the assignee drop down menu. You can read more about tracks in our tracks support page.
We appreciate not everyone wants to keep working throughout the weekends, so we’re making one more improvement to tracks. From now on you can choose ‘weekdays’ instead of ‘days’ and Capsule will exclude weekends from the days between each task in a track. That way, if the first task is due on a Friday and the next is due 2 days later, you won’t have to interrupt your Sunday lunch to get something done - instead the next task becomes due on the following Tuesday.