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Replies posted by SamG

516 Replies

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Rachel PengKarbon Team

SmittyRising Star

posted in Ask a Peer

Customer support via phone

Hi @Smitty,Most software we use these days don’t have a phone line for first point of call for support and those that do, the support is usually so sub-par it’s a waste of time anyway. Even Microsoft doesn’t have a telephone number to call if you have an issue.To answer your situations:a) when we can’t access Karbon at all so we can’t use their message appEmailing support is the only way in this instance, it’s usually down for other customers as well and Karbon knows this and will of course be urgently working on a fix to have users back in asapb) when customer support is not responding to the message appThis usually happens when the request has been sent from the Support team who Triage it, to the engineers who investigate and fix it. If this happens and I desparately need an update or response, I start a separate ticket and my new message is in Support’s hands again and is usually responded to within a couple of hoursc) when customer support is not responding to emails.I’d suggest re

24 days ago

SamRising Star

asked in Ask a Peer

Bulk creating work

Hi @Sam, great nameI think that’s the only way 😳 (unless you request a paid bulk work update from Karbon)https://help.karbonhq.com/en/articles/8238754-create-work-in-bulk-for-your-clients

21 days ago

Rinnai HansenBeginner

asked in Ask a Peer

How to run a report for client time tracking

Hi @Rinnai Hansen, unfortunately not.. but as the Time Entries sheet of the WIP Report has the time entry date, you can filter/sort that data by date 🙂 (PivotTables work well for this)

26 days ago

Rinnai HansenBeginner

asked in Ask a Peer

How to run a report for client time tracking

Hi @Rinnai Hansen,Good question 🙂I would recommend using Karbon Billing in the future, especially if you are using Timesheets in Karbon.You can even setup your fixed fee work to automate the steps in Karbon Billing. This will enable you to get benefit (reporting) out of the Time Entries you’re adding.To get the time entries, I’d recommend going to Billing > Unbilled > … > Export WIP Report.The third sheet is Time Entries and you can filter/sort as you please and also turn into a PivotTable to slice and dice as needed for finding amounts to bill.Does that help? 🙂

26 days ago

Johanna LoeraBeginner

asked in Ask a Peer

Tech and trouble shooting with Karbon

Hi @Johanna Loera,Apart from a regular clearing of cookies and cache, I’d contact Karbon Support here.Does that help? 🙂

26 days ago

Dave GeorgeKarbon Team

Billing & Payments available to all Karbon customers

Hi @naomi_paulson,Billing (invoicing) is included in All Plans, payments is included but you pay transaction fees per payment 🙂Does that help?

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26 days ago

Priscilla TaylorBeginner

asked in Ask a Peer

Multiple Email Addresses

@Tim Charles Shared Triage is in beta, so in the near future.. Delegate Triage is not planned at this stage 🙂 vote here if you haven’t already:

26 days ago

naomi_paulsonRising Star

asked in Share Tips & Best Practices

Encouraging Staff Adoption of Karbon Software

Hi @naomi_paulson,Good q 🙂We were lucky there were so few of us when we first implemented Karbon, but here’s a couple of thoughts anyway:Make sure everything (Work) is in Karbon, so it can be managed in there or arrange for it to be created/added Ensure the setup of Work types and Statuses are useful for your firm and your other processes/workflows Run internal training sessions sharing how to use things in Karbon (e.g. Work views) and manage other tasks/things in Karbon (e.g. My Week if you’re using that) We ran a challenge for 12 weeks (about 2 years into using Karbon) that if everyone had their Triage, My Week and Work up-to-date for more than 90% of the time over that period, they could have a half day offI hope that helps 🙂

26 days ago

Rachel PengKarbon Team

Manage work by external deadlines

Niiiiiiice one Karbon 😁

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6 days ago

naomi_paulsonRising Star

asked in Share Tips & Best Practices

Encouraging Client's Usage of Karbon Checklist for Document Uploads

Hi @naomi_paulson,We have some clients who do the same thing, but probably less than 50% and over time slowly decreasing.We’ve not bothered to be too forceful, because at the end of the day, if the client gives us the information one way or another, it being attached on a checklist vs an email, doesn’t change how we work with it.Some clients whinge when a checklist reminder goes to them after they’ve sent them in and I let them know that if they complete the task it won’t (but we complete the task for them when we get around to checking the attachment resolves the query).I hope that helps 🙂

27 days ago

Heather LancasterRising Star

asked in Ask a Peer

Clients need historical documents and to upload things unplanned

Not me Googling what is a dead drop 😅👀We use our DMS (SharePoint/OneDrive) for a personal link for client when needed, rather than Karbon

21 days ago

Anna ThomsenBeginner

asked in Ask a Peer

Disconnect Email

Hi @Anna Thomsen,It shouldn't change your experience to have those emails in Karbon 🙂If they're emails you don't need at all, unsubscribe or delete them from your Gmail and they should disappear from Karbon I think (only Archived emails stay).If they're emails you need to run your firm but don't relate to Karbon, they can live in Karbon. They won't get in the way of client emails because those emails will be tagged to Client Contacts or Work timelines.The idea of Karbon is to manage your inbox in Karbon rather than managing it once in your email provider and once in Karbon (double handling).Where do you see them that you don't like? Triage?

28 days ago

Anna ThomsenBeginner

asked in Ask a Peer

Disconnect Email

Hi @Anna Thomsen, I don’t believe there is, but Contacting Support would be the best way to confirm 🙂

28 days ago

Rachel PengKarbon Team

Recurring work deadlines, upfront payment details + KPI workbook update

@StuartK in AU we are able to apply for an automatic 3-week extension if a small group of individuals aren’t lodged by due date. I don’t expect this would ever be managed/driven by the tasks within a Work item/template though. More likely, we would want to be able to bulk update the Deadline on those Work items (if we felt it better, we may use Max’s approach and leave Deadline date and just work to complete ASAP anyway).Is Deadline available in the Work view export to Excel (and I can’t see it) or not yet (and hopefully coming soon)? 🙂

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28 days ago

Kari HannumRising Star

asked in Ask a Peer

How do you enter a contact with multiple contact types?

Good question @Kari Hannum 🙂The only ways I can think of are:1. Using the type that's most important, as it sounds like you are2. Having an additional Contact Type: Customer & Professional Alliance, filtering on the individual one and the combined one, when looking at Customers or Professional AlliancesI hope that helps

14 days ago

Rachel PengKarbon Team

Recurring work deadlines, upfront payment details + KPI workbook update

@Shaun Farrugia why would you change the deadline? 🙂The purpose of the Deadline date is to reflect a statutory due date (which is usually the same each year/period and wouldn’t change based on when you complete a task in the Work item). The Due Date is still the flexible date field to update when you want to move forward or back when you are trying to finish the Work item by.Does that make sense? 🙂

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28 days ago

Rachel PengKarbon Team

Recurring work deadlines, upfront payment details + KPI workbook update

Hi @Mary-Clare Switz,In the update it mentions:The work deadlines feature will be released to all customers soon. The beta program is closed for new signups while the team prepares it for release. Another release note will be published when it is available to all.I hope that helps 🙂

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28 days ago

Rachel PengKarbon Team

Recurring work deadlines, upfront payment details + KPI workbook update

Hi @SamG, I don’t believe that was part of the release, at least definitely not planned. I’ll check with the team but let me know if you continue seeing the UI issue. Thanks Rachel, it still seems smaller than I remember 😅 which is either a nod to my attention to detail (if it is) or my overactive imagination (if it isn’t)

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28 days ago

Rachel PengKarbon Team

Recurring work deadlines, upfront payment details + KPI workbook update

Hi @Rachel Peng,Do you know if parts of the UI were shrunk a little in today’s update? The Create New box and options in particular felt smaller this morning 🙂

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28 days ago

Rachel PengKarbon Team

Recurring work deadlines, upfront payment details + KPI workbook update

Hi @grgpenn,Yes, it’s only in beta at the moment 🙂 the article says:The work deadlines feature will be released to all customers soon. The beta program is closed for new signups while the team prepares it for release. Another release note will be published when it is available to all.

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28 days ago

Rachel PengKarbon Team

Recurring work deadlines, upfront payment details + KPI workbook update

Gotcha 🙂We’ve experienced the same.. you could make a feature request, but otherwise the process to avoid the issue is:Create new Work item with normal Start Date Set up Repeating Work, due/deadlines are days after normal Start Date Change Start Date of original Work item to today or whenever it will be If future Work items have a Start Date change, change them individually from the easy settings (not the repeat settings)

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28 days ago

Rick StrowgerRising Star

posted in Ask a Peer

Is Karbon down for anyone else?

widespread system outages related to the release of new features/improvements should never be viewed as positive Agree, but if short-lived, they’re not that disastrous.As Max mentioned, Microsoft goes down, my internet banking goes down, the tax office portal goes down… it’s part of computers and the internet age unfortunately 🤷🏾‍♂️ please do let us know if you find a software that guarantees 100% uptime and regular improvements 🙏🏾

1 month ago

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