Additional Ticket Statuses
M
Madelyn Johnson
Merged in a post:
Work in Progress
W
Will Pollard
The ability to change a ticket status to "Work in Progress" to align with Service Center. It would be helpful to know if a work order is open on the machine to better track instead of swapping between Service Center and Expert Connect and DBS.
M
Madelyn Johnson
Merged in a post:
Status: Addition - Awaiting Response
C
Cory Cook
Context: We're a dealer that uses Expert Connect internally to manage IT tickets.
Issue:
We find that it can sometimes be difficult to tell which tickets we need to active, and which are waiting on the staff member to respond.
We feel that an 'Awaiting Response' status would help us isolate exactly which tickets require an action from the advisor.
M
Madelyn Johnson
Merged in a post:
More ticket status options
J
Jeana C.
Need ability to have more than open, closed, and archived. Its VERY difficult to conduct on-going diagnostic work with only these 3 titles.
M
Madelyn Johnson
Merged in a post:
Additional ticket status
J
Jeana C.
Need an additional ticket status to utilize. Have been needing and asking for years but have never been given a great reason why we can't get one.
M
Madelyn Johnson
Merged in a post:
Custom Ticket Statuses
Everglades Equipment Group
Ability to create custom ticket fields that are unique to our dealership (free text or dropdown selection). This would allow us to transition our sales process from our current CRM to ExpertConnect by creating deal stage statuses (Lead, Demo Scheduled, Lost, Won).
This would allow the contact center to pass leads off seamlessly and analyze if the sales team at the store is contacting/quoting them in a timely/professional manner.
C
Chris H.
I like this. Would be great if these could be unassigned from the advisor. When the customer responds they change status "response received" and assigned a higher priority automatically.
A
Adriel Almeida
The option of a customizable status column would be useful to various departments within the company.
V
Victor Kostyk
I think there is similar requests out there, but yes being able to even add custom status options to fulfill what you require would be nice.
T
Tim Rauenhorst
Hold, Review, Billing. Ideally tickets in this category would be like a closed ticket but we need to do something internally with it. If a ticket was any of these new statuses and the customer called in again it would create a new ticket
V
Victor Kostyk
Which additional status are you wanting to add, or you just wanting a custom template to add what you want?
J
Jeana C.
Victor Kostyk - Sounds like a custom template would be the best fit for all users. My scenario would be more focused of a hold, in-progress, something to know it is still being worked on by our internal team and might need additional follow up since it is not closed and done. Need to keep new calls/texts from customer separate from these on-going diagnostic tickets.
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