Here we have compiled a list of some of the most common questions we receive here at FreeAgent. This article will continue to grow and change as we add new features.
The questions have been sorted into topics to make searching easier.
- General Usability
- Phone and Email
- Notifications
- Company Settings
- What is the best approach to set security rules for my team - what are the typical options, and how should I decide the right setup for me?
- I’m the Admin for FreeAgent and will be leaving the company. How do I transfer Admin rights to a different user without disrupting anything?
- What is the best approach to replacing a user leaving the company with a new one?
- I can't see some of my users on the Team Calendar.
- I have added a new user, but he cannot sign in to his account. What are our options?
- I have just added a new user. Does the new user automatically get an invite to FreeAgent? Do I need to take additional action?
- I want some employees to only have access to specific records.
- Is it possible for users without Admin access to access the Team Calendar?
- Personal Settings
- Importing/Exporting Data
- Views and Reporting
- Calculated Fields
- Administrators
- Chrome Browser and FreeAgent
General Usability
I've forgotten my password.
For Admins
Admins can reset passwords for any users in FreeAgent. Navigate to Admin Settings > Team > Users.
For Users
Simply click the 'Forgot your password?' link available on the login page.
You will need to provide the email address you use to sign in to FreeAgent CRM. Then click the 'Reset Password' button.
Once you do, you will receive an email address from "no-reply@freeagentsoftware.com" in your inbox with additional instructions to reset your password.
I'm a new user, and I would like you to send me a new link to access FreeAgent. The one I got from my Admin is now expired.
Your Admin can send you a new invite link by doing the following:
Navigate to Settings > Company > Users. Then select the three-button options menu next to the user that you wish to send the invite to. Select "Send Invitation".
Once the invitation is sent you'll get a notification message at the top of the screen.
Where can I add a new record to my app?
All of the buttons for “Add”, “Import”, and “Export” have been moved to the top right part of the screen. This is so that you can access these tools no matter where you are in your app.
Do you have a status page for FreeAgent?
Can I merge more than two records at the same time?
No, you cannot. Only two records can be merged at one time. You'll notice as soon you select more than one records the 'Merge' button is no longer active.
How can I open attachments automatically?
First, select the attachment by clicking on the name which will be in light blue. Chrome will download the file. Next, click on the 'downloads' icon in the top right corner of Chrome. Then right-click on the attachment to show the Chrome settings and select 'Always Open With System Viewer' (or equivalent).
The next time you download an attachment, it will open as soon as the download process is complete.
Phone and Email
We noticed some of the emails are not synced into the CRM. How can I fix this?
I would recommend checking out the full article listed above but there are a few steps you can take right away.
Unpair and repair your email. See the short video below on how to do this.
Force-pull your emails. If you're an Admin you can pull emails for yourself or others on your team. See the short video below for instructions.
How do I add phone numbers with extensions?
This is the format that should be used for entering a phone number with an extension: 415-555-1212 x123
The number will be stored in international format which is +1 415-555-1212 Ext. 123
What's the difference between marketing templates and sales templates for email?
Sales Template: this will take you to our basic email template tool. You should choose this option if you would like to create a basic text-based template.
Marketing Template: This will take you to our new 'drag and drop' interface. You should choose this option if you would like to create more interactive and visual templates.
When pairing my email account I'm getting an error message saying that an account already exists in this email.
Sometimes companies will have corporate accounts that are used by more than one person. It's usually an email that's set up for an entire department like support@freeagentsoftware.com.
You can only pair one email account at a time in FreeAgent. So if one user has already paired a shared email address then another user will not be able to pair the email to their account.
I would like to create email campaigns in FreeAgent. What do I need to get started?
Requirements: In order to create these email campaigns you'll need an active Sendgrid account that has been integrated with FreeAgent. For more information on integrating Sendgrid with FreeAgent please see the following article.
Once you have your Sendgrid account set up and integrated with FreeAgent please see the following article on creating your first email campaign.
Notifications
I just created a new notification in the Notification Builder, but I’m not getting the Email Notification. What am I doing wrong?
Company Settings
What is the best approach to set security rules for my team - what are the typical options, and how should I decide the right setup for me?
Setting security rules for your team is an essential step in safeguarding your organization's sensitive information and assets. The approach you take should align with your organization's specific needs and risk tolerance. Here are some typical options and factors to consider when determining the right setup for your team:
- Conduct a Risk Assessment: Begin by assessing your organization's security risks and vulnerabilities.
- Define a Security Policy: Develop a comprehensive security policy that outlines the rules, guidelines, and expectations for your team. This policy should cover aspects such as password management, access control, data handling, network security, incident reporting, and acceptable use of technology resources.
- Implement Access Controls: Determine who needs access to various systems, applications, and data within your organization. This will help you to determine what Roles to apply to users within FreeAgent.
- Training and Awareness: Conduct regular security awareness training for your team members. Educate them about common security threats, phishing attacks, social engineering, and best practices for secure behavior online and offline.
- Regular Audits and Reviews: Conduct periodic security audits and assessments to evaluate the effectiveness of your security measures.
I’m the Admin for FreeAgent and will be leaving the company. How do I transfer Admin rights to a different user without disrupting anything?
Documentation: Please document any important automations or integrations you have set up in FreeAgent. This documentation will serve as a reference for your team and assist in maintaining continuity.
Transfer Ownership: Please let us know the details of the team member who will be taking over your FreeAgent seat as an Admin.
Testing and Verification: We suggest thoroughly reviewing the transferred automations and configurations in the new account to ensure everything functions as expected. This step will help identify and address any potential issues promptly.
Update Integrations: If your API Key is connected to external applications, reviewing and updating the integration settings with the new user API Key is essential, this will help maintain the seamless flow of data and ensure continued functionality.
Ongoing Support: If the new Admin seat holder encounters challenges or requires further guidance, they can contact us via the Support Portal for prompt assistance.
What is the best approach to replacing a user leaving the company with a new one?
When it comes to replacing a user in FreeAgent with a new one, there are a few recommended steps to ensure a smooth transition. Here's a suggested approach:
-
Identify the need for replacement: Determine the reason for replacing the existing user. It could be due to an employee leaving the company, a change in responsibilities, or any other relevant factor. Clearly understand the requirements and expectations of the new user.
-
Document user roles and permissions: Review and document the roles and permissions associated with the current user. Identify the specific tasks, access levels, and responsibilities assigned to them within FreeAgent. This information will be helpful in setting up the new user.
-
Create a new user profile: Set up a new user profile for the replacement user in FreeAgent. Configure the necessary user details, such as name, contact information, and login credentials. Make sure the Role and Access Level match those of the departing user. Make sure to do this before you remove the departing user from FreeAgent.
-
Transfer data and records: If the outgoing user had any data or records associated with their account, it's important to transfer them to the appropriate new user. This might include contacts, leads, opportunities, tasks, and any other relevant data. Ensure a smooth transfer of ownership for all necessary records.
-
Deactivate the old user: Once the new user is fully operational and comfortable with their role, deactivate the old user's account. Navigate to Settings > Company > Users.
I can't see some of my users on the Team Calendar.
For the Team Calendar to function two things need to be true.
1. You're an Admin in FreeAgent.
2. Your users have paired their email addresses with FreeAgent.
I have added a new user, but he cannot sign in to his account. What are our options?
Here are some steps you can take if you or one of your users is having trouble logging in to FreeAgent.
Browser Refresh
Go to the url: freeagent.network/logout to completely log out of your FreeAgent session.
Right Website
Make sure you are starting from the right website, here is the login page for FreeAgent CRM:
FreeAgent CRM Sign in
Change to Chrome
FreeAgent CRM works best on Chrome, so if you are using a different browser we do recommend switching to it, as it supports better most of our features. If you want to use Chrome, you can download it here:
Google Chrome
Wrong Password or Email Address
If you see the "Incorrect email address or password" error message it means that you are either trying to log in with the wrong email address and password combination.
You can use the 'Forgot your password?' feature to request a new one, please visit this tutorial for more information:
How to Reset Your Password
If you are not sure which email address you should be using to access FreeAgent CRM or in case you are not able to log in after going through the list above, reach out to your team's administrator to request the information, you can also contact us through the chat or via email at support@freeagentsoftware.com
If you're an Admin you can start the password reset process for a user by navigating to Settings > Company > Users and selecting the "..." options menu icon. Then click on 'Reset Password'.
Account Locked
If you attempt to log in 6 times with the wrong login information, your account will be locked for security reasons for 5 minutes. After this time please try to log in again.
If you are not sure which email address you should be using to access FreeAgent CRM or in case you are not able to log in after going through the list above, reach out to your team's administrator to request the information, you can also contact us through the chat or via email at support@freeagentsoftware.com
I have just added a new user. Does the new user automatically get an invite to FreeAgent? Do I need to take additional action?
After an Admin has added a new user they can send out an invite email by doing the following:
Navigate to Settings > Company > Users and select the "..." options menu next to the users' name. Then click on 'Send Invitation'.
I want some employees to only have access to specific records.
The best way to limit what users can and can't see within your applications is to use Access Control Lists.
With FreeAgent CRM Access Control List (ACLs) you have the option to limit the access your team members have in your Apps, based on their Roles, in two different levels:
- Field - Limits write or read access to a specific field.
- Record - Limits create, delete, update, or read access to the records.
You can use conditions to further specify when a role should have limited access to those operations.
Is it possible for users without Admin access to access the Team Calendar?
No. At this time the Team Calendar is only available to Admins.
Personal Settings
What does "Email Blacklist" mean in the Email & Meeting tab?
Email Blacklisting is on by default to prevent emails between employees and other users from registering in the system. It helps maintain catching emails sent to and from actual contacts or accounts in the system.
This field in the User Preferences is for adding specific email accounts that you do not want to see in the activity feed. You can add as many as you'd like.
Importing/Exporting Data
I’ve deleted a note but it’s still showing up in the timeline. Why?
When you delete a note from the timeline, you are just deleting an event log. If you want to delete the note from the timeline and the Related List simultaneously, you must delete the note from the Related List by clicking on the three dots > and then delete. See the example below:
Why is my data export taking so long?
Internet Connection Speed: Slow internet speeds can significantly impact download times. If you have a slow or unstable internet connection, downloads may take longer than usual.
File Size: Larger files naturally take more time to download. It will take longer to complete if you're downloading a huge file.
Concurrent Downloads: If you are downloading multiple files simultaneously, it can divide the available bandwidth among the downloads, resulting in slower speeds for each download.
Browser Extensions or Add-ons: Certain extensions or add-ons installed in Chrome can interfere with the download process, causing delays. Try turning off unnecessary extensions to see if it improves the download speed.
Cached Data and Cookies: Accumulated cached data and cookies in Chrome can slow down the browser's overall performance, including download speeds. Clearing browsing data, including cache and cookies, may help improve download speeds.
System Resources: If your computer is running multiple resource-intensive applications or tasks simultaneously, it can affect the overall performance of Chrome, including download speeds. Closing unnecessary applications or processes may alleviate the issue.
An Error: FreeAgent could have encountered a problem while processing your data export.
It's worth noting that external factors beyond your control can also influence download speeds, such as the server's capacity or network congestion. If you consistently experience slow downloads, running speed tests, checking your internet connection, and consulting with your internet service provider may be helpful to ensure you are getting the expected speeds.
My import keeps failing. Where can I download a file to see the errors?
Sometimes there are issues with an import. If you click on the number next to Failed Rows you'll be prompted to download a CSV which will contain the reason for the error.
The very last column of the CSV file will be titled "errors". Here you can find the reason your import failed. In this case, I entered a value that did not exist within the "Company" reference field within the Contacts app.
Views and Reporting
Calculated Fields
How can I create a calculated field that shows the total number of lines associated with a record? For example, a field on an invoice record that shows the total number of line records.
In this example our Application name is "Deals" and the Line name is "numberofdeals"
First, create a new field for the total number of lines. In this example, we've named it "FA Number of Lines". Make sure to include the custom code below.
(function(deals){
if (deals.numberofdeals)
return deals.numberofdeals.length
return 0
}(deals));
Administrators
Why Can’t I see some of my coworkers in the Team Calendar?
Only Admins have access to the Team Calendar. In order to see users' calendar events they need to have their email address paired with FreeAgent.
Is there a way to restore deleted records?
Open the menu and go to 'Settings' to display the available options, then select your desired app and click on the 'Deleted Records' tab.
Review the list of deleted records and select those you want to restore by clicking on the options menu next to their name and selecting 'Undelete'.
How long will deleted records remain in Deleted Records?
Deleted records are retained by FreeAgent for 90 days from the date they are deleted. After which time they are permanently deleted.