Ascora Support Q&A

How do I drag an Activity to the Scheduler?

Answer: To add an activity within the scheduler:

1. Navigate to the Scheduler.
2. In the "Drag to Add" options, click Activity to select it.
3. Click on the Scheduler, hold, and drag it over the desired time slot on the calendar.

Note: A common mistake is clicking and holding the Activity button in Step 2 and dragging it to the calendar—this is not the correct method.

Source: Introducing the New Activities Feature in Ascora

How to merge jobs?

Answer: This feature is not currently available in Ascora. Please consider adding this suggestion to the Ideas Portal for evaluation by the development team.

To access the Ideas Portal:

• Navigate to the top bar in your Ascora system under Tutorials and Help Guides.

Source: N/A

How to add paragraphs for phrases?

Answer: Common phrases in Ascora can range from a single word to multiple paragraphs. Once a phrase is used, you can edit the text to tailor it to specific use cases.

Common use cases for phrases include:

• Frequently typed messages or responses.
• Standard text required to comply with company policies or standard practices.

This feature ensures consistency and standardized wording across your business.

Source: How to Add Common Phrases

Material invoice not sending to Xero?

Answer: Follow these steps to troubleshoot and resolve the issue:

Step 1: Check Account Integration

1. Go to Administration > Accounts Integration.
2. Ensure Ascora is connected to Xero and linked to the correct Xero account.

Step 2: Identify and Resolve Errors

1. Navigate to Invoicing and filter by "To Be Sent To Accounting Package".
2. Hover over the blue bar, click the three dots, and select Columns > Message.
   • This displays a column showing error messages from Xero.
3. Review and resolve each error:
   • Example: For the error “The Total for this document must be greater than or equal to zero,” mark the invoice as sent manually. Xero does not accept zero-value invoices.
4. You can also view error messages within individual invoices.

Step 3: Push Resolved Invoices to Xero

1. After fixing errors, select the invoices to push to Xero.
2. Allow up to 30 minutes for the invoices to appear in Xero.

Step 4: Resolve Discrepancies

1. Go to Reports > Invoice Report.
2. Generate a Reconciliation Report to identify discrepancies.
3. Resolve issues to ensure data consistency between Ascora and Xero.

If the issue persists, contact Ascora Support for assistance.

Note: This solution applies to Xero, MYOB, QuickBooks, and QBO.

Source: Accounting Package Connection Troubleshooting

Supplier invoice not sending to Xero?

Answer: Follow these steps to resolve the issue:

Step 1: Check Account Integration

1. Go to Administration > Accounts Integration.
2. Ensure Ascora is connected to Xero and linked to the correct account.

Step 2: Push Resolved Supplier Invoices to Xero

1. After fixing errors, select the supplier invoices to send to Xero.
2. Allow up to 30 minutes for the invoices to appear in Xero.

Step 3: Reconcile Discrepancies

1. Go to Reports > Supplier Invoice Report.
2. Generate a Reconciliation Report to identify discrepancies.
3. Resolve discrepancies to ensure consistency.

If the issue persists, contact Ascora Support for further help.

Note: This solution applies to Xero, MYOB, QuickBooks, and QBO.

Source: N/A

How to move labour from job to job?

Answer: This feature is not currently available in Ascora. Please consider submitting it as a suggestion via the Ideas Portal.

To access the Ideas Portal:

• Navigate to the top bar under Tutorials and Help Guides.

Source: N/A

Where can I edit the payment terms?

Answer: To edit or adjust payment terms:

1. Go to Administration > Payments & Tax > Payment Terms.
2. Select one term as the default.
   • This ensures the default term applies if no specific payment term is set for a customer.

To adjust payment terms for a specific customer:

1. Navigate to Customers.
2. Select the customer.
3. Go to Payment Terms and apply the desired term from the drop-down list.

Source: N/A

Can I SMS a job note?

Answer: This feature is not currently available in Ascora. Please submit it as a suggestion via the Ideas Portal.

Source: N/A

What happens if you can’t help me?

Answer: If I can’t help, here are your options:

1. Contact Ascora Support via Email

   • Email: support@ascora.com.au
   • Include:
     • Clear subject line
     • Reference numbers (Job, Quote, Invoice)
     • Detailed description, screenshots, and steps to reproduce the issue.

2. Submit a Support Request via Your Ascora Account

   • Log in and click Submit Support Request.

3. Phone Support

   • Phone: 1300 810 789 (Press Option 2)
   • Hours vary by region (Perth Time - AWST):
     • Sydney/Melbourne: 9:30 AM – 7:30 PM (AEDT)
     • Brisbane: 8:30 AM – 6:30 PM (AEST)
     • Auckland: 11:30 AM – 9:30 PM (NZDT)

4. Submit a Ticket via the Support Portal

   • Log in to the Ascora Help Center.

5. Use the Knowledge Base

   • Visit the Ascora Help Center to find troubleshooting guides.

Source: Contacting Ascora Support

How does the Maintenance Planner work?

Answer: The Maintenance Planner allows you to:

• Create equipment service jobs manually.
• View upcoming services scheduled within specific time periods.

Source: Maintenance Planner Help Article

How to find Watermark settings?

Answer: Go to Administration > Templates > Photo Watermark Settings.

Source: Photo Watermark Settings

What is a Linked User?

Answer: The Linked Users field functions like the Assigned User field for job visibility on mobile but allows multiple users to be selected.

Source: Release Notes

Why can’t you convert a quote to an invoice with Ascora?

Answer: A quote is an estimate only. Once accepted, it is converted to a job. This allows work to be carried out and invoices to be raised against the job.

Source: N/A