My company has been w/ RT for about 9 yrs now. Customer service/processes changed about 2 or 3 yrs ago. Our appt dates and times do not merge into our appt letters like before. This is the 3rd or so yr that we have asked for this to be resolved. But we were still being told "RT doesn't have that (merging appt date & times into our annual tax letters) ability". We have been mailing our appt letters routinely for yrs then RT merged w/ someone (Orion??) a few yrs ago then we were no longer able to do our appt letters w/ their appointment dates and time fields merged into their appt letter. We were not only very confused of the change but very disappointed. It caused our office to be very out of sorts and has consumed a lot of unnecessary time every year trying to "make do" ever since. The refusing to resolve the issue and lack of concern of our (and other's) needs from RT is not only disappointing but a bit insulting. Better merge field options are needed for our and other offices. Why has RT continued to put it off vs provide the service?

With that said, can RT please get a team in gear to provide a simple feature that allows us to run a report of our tax appointments and merge it w/ date and time fields, into to a Word template, allowing us to produce appt letters for each client w/ the details of their individual appt. This is what we sent and they were used to every year.

So far since RT "no longer has this feature available" I've been "making due" the best that I can but our letters are not coming out as professional & as we would like them to as they did in the past. I can "make it work" if I could just plug in a specific formulated field with the date and time from RT that Word recognizes. I'd imagine it'd be pretty simple if RT would finally heed the requests and need for us. I've read other similar request dating back 1-3 yrs. And some w/ hundreds of votes. I don't understand why RT has not accommodated what seems to be not only a basic request but a routine one that a CRM should have in place.

This issue has taken quite a toll on our office this past 2 or 3 yrs. It caused great stress, confusion and loss of productivity during the most critical and intense time of year for our office. I love RT otherwise and don't want to leave but this is a critical need in our office. My boss (and I) have been very unhappy w/ the change that resulted in the loss of ability to produce one of the most imperative tasks of the year. We are very dependent on our annual appointment letters. Our clients depend on them. They are the back bone of our tax preparation business.

RT please provide a solution to the mail merge fields.