Service User Settings Overview

About

User settings are utilized in order for users to make changes to their account to fit their preferences and needs. The changes that are made to user settings do not affect any other users of an Insightly CRM account. 

In this Article

• How Do User Settings Work?
• User Details
• Email Signature
  • How to Create an Email Signature
  • How to Add an Image to an Email Signature
• User Settings
• Notifications
• Following
• Personal Macros

How Do User Settings Work?

User settings can be accessed by all users and used to personalize a user's account. To access user settings, click the user profile in the upper right of Insightly Service and select User Settings. User Settings is separated into several sections for ease of access and organization. The changes that are made to an individual users settings do not affect any other users of an Insightly CRM account. 

User Details

The User Details section of User Settings allows users to set their details such as name and applicable notes as well as their preferences for the following:

• User Details: Users can edit details regarding their name and applicable notes.  

• Language Settings: Insightly allows users to create custom fields, tags, and categories in the event that their company has a mix of employees who speak different languages. A best practice is to make these texts bilingual; for example, if a category named Meetings for tasks is created, an English/Spanish version of this category would be Meeting/Reunión.

• Regional Settings:

  • Time Zone: Each user can select their own regional settings for their geographical location to allow for calendar events to display in the correct time zone when viewed by other Insightly users in different time zones. For users utilizing Calendar Sync to display Insightly items on their Google calendar, ensure that the Google time zone settings match the time zone set in Insightly CRM. 

• Date Settings:

  • Date Time Culture: The selection of this field defines what region's localized date and time options are displayed for selection via the Date Format and Time Format fields.

  • Date Format: Once a selection has been made, an example of the format will be displayed below this field.

• Time Settings: 

  • Time Format: Once a selection has been made, an example of the format will be displayed below this field. 

• Number Format: This field cannot be edited manually and can only be changed by the selection made in the Date Time Culture field. 

Email Signature

Users can attach a signature to their outgoing ticket replies sent via email. Signatures can be used to inform ticket recipients of the user’s position and their company’s website. Email signatures can contain up to 500 characters and can be formatted using plain text or through the HTML editor (<>). 

How to Create an Email Signature

1. Navigate to User Settings > Email Signature.
2. Via the text box in the Email Signature section, design the email signature as it should appear to recipients; the text editor toolbar can be utilize for formatting options and an image can be added as well. 
3. When the design of the email signature is complete, click Save Email Signature and the signature will automatically be included when sending emails from Insightly CRM.

How to Add an Image to an Email Signature

1. Navigate to User Settings > Email Signature. 
2. Via the text editor toolbar in the Email Signature section, click the HTML icon (<>). Within the HTML code, locate where the image should appear. Utilizing the HTML img tag, paste the URL for the image. 
   1. Example: 
      1. Image URL: http://your.image.url/folder/filename.jpgHTML 
      2. Code: <img src="http://your.image.url/folder/filename.jpg">
3. When the image URL has been added to the HTML code, click the HTML button in the text editor toolbar again to return to the email signature and click Save Email Signature.

User Settings

The User Settings section of User Settings allows users to define settings for functionality such as emails, tasks, calendars, APIs, etc. 

• Ticket Comment Settings:

  • Default Ticket Comment: Determine how ticket comments will be a Public Reply or an Internal Comment by default. Select Public Reply or Internal Note. Only the admin or the author of the Internal Note has the permission to edit or delete the note (ticket comment) 

• Email Address Links in Insightly:  

  • Include My Insightly Mailbox Address in the BCC Field: Enabling this setting will automatically insert a users Insightly mailbox address to the BCC field when an email is initiated from Insightly CRM 

• Email Mailbox Settings: 

  • Save Email File Attachments to Insightly: Enabling this setting will allow email attachments to be saved as files. 
  • Make my Emails Visible to Others by Default: Enabling this setting will allow all emails saved to Insightly visible to all other users of an Insightly CRM account.

  • Automatically Add and Link Contacts Included in the Email CC Field: Enabling this setting will allow Insightly to scan the CC field for email addresses and will automatically link the email to corresponding contacts within Insightly CRM. This process will also create a contact record.

• Task and Calendar Settings

  • Reminders can be set on tasks with due dates and reminder time and day can be configured from the dropdown values.

• Connected Application Settings:

  • For Google integrations such as Contact Sync and/or Calendar Sync, Google will occasionally update how third party applications (such as Insightly) can access user data through Google APIs. When these updates occur, if users experience an error regarding issues authorizing with Google, the Google API key in this section can be disabled and then reactivated. 

• API Key and URL

  • A user's API key and API URL can be located via navigating to User Settings > User Settings and reviewing the API section. Once an API key has been shared, access can be revoked by clicking Generate New API Key; changing a user's administration permissions will also reset their API key. Once a new API key has been generated, users must update any applications with the new key in order for them to maintain access to Insightly data.

• Default Address Setting

  • Use the Default Address Country dropdown to select the user’s country.

Notifications

Notifications are alerts that Insightly sends to a user via email. Notification settings allow users to have control over which notifications are received and which records are automatically or manually followed; in order to receive a notification for a record, users must be following the record. For calendars triggering Google notifications, users can review their Google calendar notification settings. 

Notifications can be accessed via User Settings > Notifications or by clicking the bell icon in the upper right of the app and clicking Notification Settings from the three dot menu. 

We've enhanced the Insightly Notifications System, improving both its visual design and functionality by organizing notifications (bell icon) into three distinct categories for better management that will be displayed as three tabs on user interface:

• Mentions Tab: Displays all notifications where the user was mentioned in a comment (@mention). It includes only entities where Comments are enabled through object settings. A comment preview is available, showing the first 100-150 characters of the original comment, without displaying inline or attached images. Clicking on the notification takes the user directly to the comment.
  Please note that this feature is not available for Service Tickets. 
• Following Tab: Displays record change notifications to records you’re following, similar to Mentions in appearance and functionality.
• System Tab: Lists system-generated notifications, such as when an asynchronous process like a file import or bulk update completes. Some notifications, such as those related to bulk actions affecting multiple records, will not contain links or underlined text when hovered over. Notifications that involve a specific file or record, such as a file download from an export, will have a working hyperlink.

All notifications within each tab are arranged in chronological order, with the most recent notifications displayed at the top. Within each tab, notifications are grouped by date:

• TODAY: Notifications received today.
• YESTERDAY: Notifications received yesterday.
• OLDER: Notifications received before yesterday.

Note: We only display notifications from past 30 days. 

Notification Options

Users have the flexibility to choose how they would like to receive notifications for each type of notification. The available options include:

• In-App (Application) Notifications: These are notifications displayed in the notifications panel within the Insightly app.

• Email Notifications: Notifications sent via email.

• Mobile Push Notifications: These are notifications sent to iOS and Android devices, requiring the Insightly mobile app to be installed.

If none of the options are selected for a specific notification type, that notification will not be sent in any form.

Note: If users enable mobile push notifications but do not have the Insightly mobile app installed, these notifications will not be delivered.

Notification Features

All notifications will have following characteristics: 

• Avatar & Record Link: Each tab displays the avatar of the user associated with the notification, along with a link to the relevant record and an icon representing the record type.

• Notification Blocks: Each notification block is a hyperlink to the corresponding record. Clicking on it will open the record in full screen. On hover, the block turns grey, and the link to the record is underlined.

• Unread Indicators: Unread notifications have a blue dot to the right. 

• Marking Notifications as Read: When a notification is clicked, it will be marked as read, and the blue dot will change to a blue circle. Clicking "Mark all as read" next to the date header will mark only the notifications of that specific type as read. To mark all notifications across all tabs as read, users can click the three-dot menu and select "Mark all as Read."

• Empty State Message: If there are no notifications available in a tab, the message "You have no new [mention | following | system] notifications" will be displayed.

Note: The “Open Notifications” option from the three-dot menu will not be supported.

Enabling Desktop Notifications

Following

Users can define settings that will automatically activate the following of an item that has been created, updated, or assigned. In contrast to the auto follow settings, users can also manually follow items. To define how and when notifications for followed items are received, users can review the Notifications section of User Settings. 

Auto Follow

• Records I Modify: Automatically follow records that the logged in under creates, updates, or comments on.
• Records Assigned to Me: Automatically follow records that the logged in user is responsible for to receive notifications when another user updates or changes the record. 
• Records I Assign to Others: Automatically follow records that the signed in user has assigned to another user in order to stay up to date on progress.

Manual Follow

Personal Macros

A macro is a prepared response that an agent can create and then manually apply to tickets they are creating or responding to, lowering the average handling time and improving customer satisfaction. Personal macros are built by individual agents for their own use.