Insightly Scheduled Downtime on Saturday, March 25th, 2017

Insightly will be down for scheduled maintenance between 10:00 AM PDT and 12:30 PM PDT on Saturday, March, 25th, 2017.

Learn More Here

During this time Insightly web, mobile, and API services will be not be accessible. We apologize for the inconvenience.

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39 comments
  • Can you please provide a link to your release notes for the API changes?

     

    We are experiencing a problem where your API is returning (null) now.  Where as it was working fully fine prior to the Maintenance window.

     

    Please advise.

     

     

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  • Hi Bob,

    So sorry you're now experiencing issues post maintenance. I see that you've submitted a Support ticket for help. We'll make sure someone from the team reaches out on Monday when the office is back open. Thank you!

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  • @Brenda L.: This is the CEO of Bob Barrow's company. Your answer is unacceptable. We are using Insightly for user validation, and cannot be down for that length of time. Please advise ASAP.

    Separately, we had correspondence with Aeman Ali and two separate people in your engineering group. They knew exactly how we were using the API, and I simply cannot believe that they did not inform us that our implementation would no longer work after the structural changes to your schema.

    Please have the CEO of your company call me at the number listed in my profile ASAP. If finding that is too difficult for your team, he can email me at the address in my profile.

    Adam Caper

    CEO, Social Dining, Inc.

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  • Hello. First, going down during business hours? WHAT?!? I saw the notice yesterday but I assumed it was 10 PM, not 10 AM. Seriously, WHAT WERE YOU THINKING?

     

    Second, now that you're back up I can't see people's emails or phone numbers in their contact record. This is the contact database for our company and it's lovely that you've listed one phone number and email address each, but rather the point of having it computerized is that we keep track of EVERY ONE of their phone numbers and emails. Work, Home, Mobile, Personal email, work email, old emails that we may need for finding old correspondence, ALL of their contact data.

     

    Can you please restore it? 

     

    Thanks,

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  • Hi Brenda:

    I have to echo the two posts above. Where is my data? Email addresses, notes, address - all gone. This is upsetting. Can you please update us as to when this will be restored?

    Thank you.

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  • As above we have also lost a lot of important data which we use for verification purposes and need this back up and running asap - well before Monday! Please update urgently as to when this will be restored or contact me via my profile asap.

    This is completely unacceptable!

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  • @adam caper
    I saw your latest comment via email update but for some reason can't view it on the comments now.

    Could you help? We haven't been able to use the API to query by custom fields previously, only by email, which we use for validation in a similar way you do. Obviously this update has wiped that field so our solution doesn't work at all now! Like you, we need this up and running asap, we're in the UK so opening hours for insightly is almost close of play for us on Monday!

    We may be able to fix if we can query by custom field and transfer the data (many hours of work) can you advise at all please?

    I am disgusted that the release notes for this update weren't available well before they came into play at a point we could have sorted without any disruption to our customers. It's now almost 10pm GMT and a busy time for us and we have customers complaining because they can't get access. Our developer is working on a solution as we speak but we may well be looking for a different solution if this isn't fixed very soon. I am appalled that insightly feel they can treat their customer this way.

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  • @Jody –

    They moved my comment to 'pending' (a/k/a we-don't-like-complaints) status. Surprise surprise.

     We are also using the email field for validation; the data in the custom field data is only returned to us. So I’m afraid I can’t help you.

    If you contact me via LinkedIn I can provide some information that you might find useful in the long-run, if not immediately.

    Fun tidbit: Their own status page is currently showing "operational". Nice.

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  • Well, our BACKGROUND section (with all our detailed notes and information has returned), thank you. Can you please tell me when (if?) we are going to see the return of all our additional email address and company websites for each of our contacts?

    Thank you.

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  • @adam caper

    Thanks Adam, have sent you an invite on LinkedIn!

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  • Another customer as frustrated as everyone else. Come on tonight and no information about the system update was communicated to us until after the update occurred. I do not understand how this is deemed acceptable.

    Secondly, have found that all our email addresses have been moved out of the contact information on our 1000 Organisations to a text entry in 'Notes'. What?!?! 

    I also note that you have removed the ability for us to add email addresses to an Organisation. Again - what?! I cannot fathom the logic of why you would remove these. Adding an email domain is a good idea, but not at the expense of removing the email addresses. Some of our Organisation contacts have multiple addresses that we need to keep track of. Others are managers of independent shops that have the domain "gmail.com" (or similar). 

    I expect to see our 1000+ email addresses restored to their rightful place on the organisation contacts page. We have emailed you and are awaiting a response urgently, and before work starts in London GMT 9am Monday morning - because I trust that Insightly would naturally have their support team on hand to oversee over the weekend during a key software update......

    Thank you
    Simon

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  • Why would you change the database schema like this and ruin data that we have spent huge amounts of time and money getting it right?

    Now I need to pay people more money and days and weeks of work to make the data workable again!

    I agree with the comments of Wendy Marsden above:  "we keep track of EVERY ONE of their phone numbers and emails. Work, Home, Mobile, Personal email, work email, old emails that we may need for finding old correspondence, ALL of their contact data."

    We also used multiple web fields to store URLs for client data stored in Google Drive and other locations and now the data is not accessible from the client record. 

    Moving data from fields into notes is NOT ACCEPTABLE!  PLEASE RESTORE THE DATA, and previous schema. (Google contacts have more functionality - unlimited fields for contact info and the ability to custom label.)

    PLUS you have the API down for such a long time that we lose many email sign ups.

    THESE CHANGES HAVE MADE INSIGHTLY A MUCH LESS USABLE SYSTEM FOR US. We will now consider changing to a platform that is not going pull the rug out from under us.

    Very disappointed with the changes and how they have been applied.

    Can you please advise if you will restore the original data and schema and by when.

     

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  • Insightly Team,

     

    You need to roll this back. Give us WARNING if you're going to change data. Let us come up with solutions or at the very least do our own backups. I have no idea how I'm going to map data to a new CRM that you've buried in the notes. Give us a break. You warned us of a maintenance downtime, not that you were going to wipe our contact database! We need WARNING. Not a letter five hours later explaining that you've changed our contact database to no longer have much in the way of contact data.

    I can't stop shaking my head. Who had the bright idea that we didn't need multiple emails or addresses for our clients, anyway? 

    A solution would be for you to add some custom fields to everyone: Home Email, Personal Email, Work Email, Other Email, Home Address Work Address Mailing Address: give us one of each. I'm already maxing out my custom contact fields as it is, making me upgrade to buy more custom fields wouldn't bother me terribly much except now I know that you're a company that springs a horrible upgrade on us with no warning.

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  • I've already exchanged messages with the Insightly support team, but I'm not sure they understand the severity of the issue. For those of you who've not already figured it out, contact records in Insightly are now associated with one and only one e-mail address. I can live with mapping old data to new custom fields, but the e-mail address is a special field. It's how Insightly links all correspondence to a single contact record.

    WITH THIS UPDATE, WE NO LONGER HAVE THE ABILITY TO ASSOCIATE MULTIPLE E-MAIL ADDRESSES WITH A SINGLE CONTACT!

    Forgive the caps, but think about what this means: We now have no way to say that messages from sue@work.com and sue@gmail.com come from the same Sue! If we have her work address recorded on her Insightly record, there is now no way to receive mail from sue@gmail.com and have it automatically associated with the same Sue. None. Before, we might get a duplicate record the first time, but we could merge the contact records, associating both addresses with one Sue—and all future correspondence from either address would be properly linked. Better yet, when we initially set up the record, we probably knew Sue's work and personal addresses – and entered them both up-front. All correspondence from either address was linked to Sue's contact record right from the start.

    Similarly, the e-mail address is special because when we go to interact with a contact in any of our e-mail clients or contact managers (think Gmail, Outlook, Mac Mail – any of them), the e-mail address is what we need. It's not acceptable to have CUSTOM_FIELD_8 as an alternative e-mail address because none of these systems pull alternative e-mail addresses from custom fields. Before, we'd pull up Sue and see both of her addresses. Choose the one you want to use. Now?

    I understand some of the other changes included in this release, but this seems unacceptable to me. (I was a bit surprised to receive the first hint of this just four days before such a major change was rolled out. We're talking about the two most fundamental structures in the database.) I worked as a consultant implementing and integrating CRM systems for years – and every viable CRM system I've ever worked with allows you to associate multiple e-mail addresses with a single human being. After all, this is CRM – it's one person we want to build a relationship with – and we want our interactions with that individual recorded in one place no matter where/how that interaction occurs.

    Our small business has been using Insightly for just over three years, and I generally believe we receive good value for the money. I've told others about Insightly and have been pleased by the functionality, rich API, and continual improvement. But this, to me, is a show-stopper. Our organization works with students, the vast majority of whom maintain multiple e-mail addresses. They all have a personal address or two, many have a school address, and prior to this we could interact with them using any of their addresses and maintain visibility of such interactions in one place. Perhaps a full third of our contact records have multiple e-mail addresses associated. Now, we can no longer quickly save messages to our CRM system from any of the addresses our contacts use and have the records properly linked. Now, we'll have duplicate contact records created repeatedly even if we merge them; we'll need to choose one address or the other, forcing our contacts to use just one e-mail address if we are to maintain any sort of orderly database. (Or we're forced to merge records every time an alternate address is used.)

    We're a loyal customer but won't be for long if this fundamental element of a CRM system – associating multiple e-mail addresses with a single human being – isn't restored fairly quickly. Please address this as soon as possible! (Thank you.)

     

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  • Hi Insightly team,

     

    I also find this referred changes in the records layout, as the lack of previous communication really disapointing not to say unacepptable.

    People like me adapted the organization of his records when using your CRM software according to the CRM structure and the way the records where organized and accessible.

    have found that all our additional websites and email addresses have been moved out of the contact information on our All Organisations to a text entry in 'Notes'. What?!?! ...

    I was used field "notes" to other king of info about the organization contact, that now is mixed with the information you moved to "notes"...

    I hope there is the roll back of this changes and that I can find the info in the same place I inserted at and coud work on last friday.

    On Monday I need  get back to work on my database and I need to know if there is the undo of this changes.

    Otherwise I have to consider moving for other CRM platform that does not "play with the info of the users".

    Thanks.

     

     

     

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  • We are using Insightly's API for user validation and the application of promo (discount) codes for our web app during a private,invitation-only beta phase. We sent out several hundred emails to a specific set of users who had helped us with our beta program in which we told them that we had placed a $50 credit on their account as a thank-you for their help. The way we regulated access and application of the promotion was via a custom field in Insightly which our API called. So Insightly is a mission-critical piece of our infrastructure - no Insightly, no user logons. And, no promos either.

    Our only work-around as of this moment is to strip out our user validation. That means that our private beta is no longer private. It also means that the only way to honor the offer we sent to several hundred people is to give it to the whole world. (The alternative would be to fail to honor our offer, and that would be even worse). This could cost us hundreds or thousands of dollars.

    We've tested the API using Insightly's own test bed, and the calls are being returned with a success code (200), but the email address field is empty. Obviously, Insightly failed to bother to update its own API to accommodate the change in its DB schema. This is disregard of user interests of abysmal proportions. A terrible idea, and poorly executed.

    And, whoever decided that "we'll get back to you Monday" was an acceptable response to this kind of a crisis situation affecting so many users should be reassigned to a role far, far away from customers.

    This situation has already cost us dozens of man-hours for an interim solution, and will require at least as much to ultimately resolve (and many, many more if we have to switch to a new CRM vendor).

    I join the other commenters in insisting that Insightly roll back this change without delay, and immediately implement procedures that involve users in these kinds of major redesign decisions and provide plenty of warning long in advance when high-impact changes are planned.

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  • One additional comment:

    Insightly is well known for having made the choice to save costs by not providing phone support. In my opinion as an entrepreneur with about 30 years experience, this situation is a direct result of that choice.

    One of the virtues of actually speaking with real human beings is that you collect information not just on what they do with the system (which can be gathered using technology) but on the things that they MIGHT do if the tools were there, AND which features are considered mission-critical (something that mere us logs won't tell you...the most important things tend to be configured once and then left alone). That feedback is invaluable in making choices about important features.

    It is clear from the comments on this board that the multiple contact fields are mission critical for at least a substantial subset of users. If Insightly had more direct, bi-modal communication channels with its users (i.e. phone support) it would have been able to do some calls to test the concept. Or, it might have heard how people use them in their businesses, and realized that changing the schema would wreak havoc on its customer's businesses.

    One hopes there will be some learning from this.

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  • Well said Adam Caper!! 

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  • Extremely well said Adam. To firstly not comprehend how mission-critical this is for substantial subset of users, and to then bring about wide-scale change to the schema on a Saturday with no support for 48 hours - words fail me as to the logic of this.

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  • Never in my 20+ years known a CRM provider to change the schema without any thought and consideration to the customer  and admins looking after it.

    Looking at alternative solutions..... that's my only comment now. and please don't change our data again until I have a solution. as a roll back will no doubt loose data, I will sort out the mess thanks !

    Thank you..

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  • This is an example of the worst customer service I have seen in my career and I remain extremely disappointed and frustrated.

    After many hours of work whilst on holiday using the slowest most congested broadband ever, our integration is back up and running, the lack of noice has caused us significant business disruption.

    Myself and my staff have pumped over 60 unplanned man hours into this issue and it will cost our business a small fortune in overtime.

    As a developer, in my opinion there is no way they can roll back with out data loss, the rich data from the fields have now been mapped into what is essentially a text document.

    Inevitably there will need to be further changes to fix the email issue as the CRM is useless with only one email field and the API is partially broken.

    Please take note from what has happened and make sure there is plenty of notice for the additional schema update you will have to make to fix this poorly planned implementation. Notification to your users hours AFTER the update has gone live and the damage had already been done to many businesses was at best a very poor decision and one which should not be repeated.

    I would like someone to reach out to me and reassure me that there will be no more disruption this week so I can at least enjoy the rest of my holiday. In future we need to be informed of any major changes such as this "maintenance" well in advance with full information so that we are able to assess the impact to our business before the changes take place.

    A Note to others

    If anyone is using an API implementation that uses the search by email function the only way to make it work in a similar fashion is to use the search by tag feature, this is how we overcame this issue, however, we had to manually update circa 6000 records to get everything back as it was.

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  • Dear Insighltly, do you really mean this update serious?

    Our business logic is built on the fact that organizations have its primary e-mail adressess, usually generic and not represented by the real person (info@, mail@, ...).

    We are almost finished implementation of Insightly and it cost us tenths of mandays to set everything up.

    Now you completely changed logic of working with contact and organizations data that made Insightly useless for us.

    Moreover you completely ignored the situation that one person in real life uses more email addresses and we need to have them located in one contact ID.

    You have completely broke our work with your system.

    How do you want to solve the situation? Will you keep system setting as was "updated" on Saturday or is there any chance you will restore previous logic (I expect not)?

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  • I have the same complaints as many of the rest of us. YOU TOOK AWAY A LOT OF MY DATA that I've spent years collecting and depend on. That is:

    • Email addresses for organizations.
    • Multiple URLs for organizations (which I used for blogs and social media sites other than LinkedIn, Facebook, and Twitter).
    • Multiple email addresses for contacts.

    Most notably, I had a *very* useful feature whereby the last URL for an organization showed me a website with a lot of very useful financial information about that organization, which I used for potential clients. I had built this up for over 2500 organizations, but not it's entirely gone. I'm in shock that all that hard work is gone.

    Why on earth would you delete your customer's data? Who thought this was a good idea??

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  • In addition to my other comments, I also object strenuously to Insightly having deleted one of my earlier ones. Those who had comment earlier have it in their email, and I'm sure they'll agree that although it was angry in tone, nothing I said could have been construed as a violation of TOS by any reasonable person. It is pretty obvious that the sole reason it was removed was that it was the first highly-critical comment, and at that moment they chose censorship over allowing honest feedback.

    Preventing people from speaking their minds literally adds the insult of cutting off speech to the injury done by the original horrible management decision. Not to mention that it comes across as petty and vindictive.

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  • It maybe Sunday evening in San Francisco right now, but it's 10AM Monday here in Asia. How is it possible that Insightly can make such a massive change and then shutdown and ignore the cries from their customers?

    The 3/25 update from Insightly has RUINED our data. If I wanted to keep data in a note I'd be using Microsoft Word instead of a CRM system.

    We have 7,500 records and you have destroyed a lot of that data that has taken so long to compile. You have negatively affected our productivity and DEVALUED Insightly greatly. I cannot understand how you could choose to do such a thing. 

    We have addresses in English and Chinese that are used with Google Maps, but you have sidelined most of that data to completely ineffectual notes. Now we cannot use Insightly from our mobile devices for mapping!

    We have multiple web fields for both contacts and organizations that was used to provide hotlinks to all kinds of data such as profiles, associated files in Google drive, etc. Most of that data has now been rendered U S E L E S S.

    We also HAD email addresses for hundreds of organisations that have now also been moved to a note. So now we have notes that look like this:

    Additional Organization Information
    EMAIL (WORK): webmaster@samaXX.com
    WEBSITE (WORK): http://www.samaXX.com/WhatsInsideDifferential/Hcw_assemble.aspx
    WEBSITE (OTHER): https://drive.google.com/drive/u/0/folders/0B8BudWDdxwkIX3lodjNKXX
    Address (WORK): 台中市大雅區42841中山八路75號

    You have effectively made this information DEAD and unusable.

    I hope you guys were smart enough to backup the data tables before making this change so that you can roll back the data.

    We are still working and accumulating more data. You need to get on top of this quickly and revert the data that you messed up.

    Will someone at Insightly please TAKE THIS ISSUE SERIOUSLY and RESPOND QUICKLY to the needs of the customers that you have so badly effected with this POORLY thought out and POORLY implemented change.

    I'm sorry that I'm using caps everywhere. But the more I look at our database and understand the effects of your change the more upset I get. We have put blood, sweat and tears into our data and to see it decimated like this does my head in.

     

    CAN THE CEO OF INSIGHTLY PLEASE COME FORWARD AND ADVISE CUSTOMERS WHAT WILL BE DONE TO RECTIFY OUR DATA TO ITS PREVIOUS STATE, AND BY WHEN.

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  • Did you all receive the same e-mail by Anthony Smith? 

    It contained:
    "... I wanted to give you an update and let you know we're building an automated system so you can add the email and other fields you have back as custom fields in a couple of clicks. This system should be ready in a couple of days and you can then add those important pieces of data back very easily, or we can do it for you if you prefer. Those fields will also be searchable, and included in reports and export as well as displaying on the record details page itself...."

    I regret to say that, but I think they want to force us to use more custom fields and to change users using free plans (only 2 custom fields per record) to paid plans. 

    It is OK for us personally to use custom fields (we are on paid plan and do not use custom fields), but we really need:
    - fully functioning e-mail record at organisations with full functionality (at least automatic linking e-mails),
    - if the custom field for additional e-mails at contacts are used, they should indicate it is e-mail and ensure we can use whole functionality (at least automatic linking and e-mail sending). Currently it is possible to use only plain text field. It is not enough.

    Btw I am paying customer and last month I paid for annual plan. At the moment you really decreased value for me and wasted all the time we invest in preparing your system to fit our needs.

    I can't really understand you are making such huge changes in the logic how your system works without prior warning to users, in reality changing data users put into your system. Before I was supporting you, not I am thinking to find another suitable CRM with more customer oriented approach.

    It would be great news for me if you reconsider logic of your update. Is there any chance you will reconsider it or not?

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  • Now they are censoring my replies.

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  • @David Rowswell: I have made screenshots of all comments. Which one was deleted?

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