General FAQ

General FAQ

  1. How are Technician Hours calculated?
    The technician hours in OktoRocket are determined by the primary technician assigned to a ticket, rather than production hours. These are RO-level metrics designed to track who inspected and identified the work on a ticket, rather than the actual labor hours worked. In alignment with the original intent of the sales tracker, our focus is on capturing who discovered the work, not the time spent performing it. However, we do offer Production Hours as part of our TekMetric integration, which is available within the dashboard.



  2. Does OktoRocket track Sales Tax?
    No, OktoRocket does not track sales tax on tickets.



  3. Will OktoRocket be able to differentiate whether it's a new or return customer?
    OktoRocket can identify new customers by analyzing the SMS history of tickets associated with each customer. It checks for any previously posted tickets to determine whether a customer is new. Also, the marketing source used in your SMS messages will appear exactly the same in OktoRocket, ensuring consistency in tracking and attribution.



  4. How can I clear my cache?
    you can use this link to clear your cache and login: Clear Cache



  5. What's the difference between posted and complete?
    The long answer is that some SMS systems provide a "Completed" date for A/R rather than a "Posted" date. For example, TekMetric combines all Posted and A/R transactions when calculating totals. In contrast, OktoRocket allows you to separate your A/R (Completed) from your Posted transactions, giving you a clearer view of actual money collection. By default, this feature is turned off to ensure your numbers align with TekMetric. However, we can enable it so that A/R appears as "Completed," and selecting only "Posted" will exclude A/R from your dashboard. Let us know if you'd like this separation enabled—we’d be happy to make that change for you.



  6. How does OktoRocket Calculate Shop-Ware Close Ratio and Tech Quote with Shop-Ware data?
    When calculating Close Ratio and Tech Quote in OktoRocket for Shop-Ware, we rely on recommendations. If you don’t use recommendations, OktoRocket assumes that everything on the ticket has been approved, since there’s no approval history available. However, when recommendations are used, we can track which ones were approved and moved to the ticket, and which were not. This enables us to provide a more accurate Close Ratio and Tech Quote.



  7. Is there a mobile app?
    Not yet, but you can access the site using mobile browsers.



  8. Is there anywhere I can submit suggestions or potential modifications to OktoRocket?
    Yes! You can submit your suggestions by contacting support@oktorocket.com or messaging support via chat in OktoRocket

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