Notification Improvement
J
Jessica Andrade
With newest improvement, 'ExpertConnect Notification Improvements', all notifications going to the Bell icon at the top including new ticket notifications and reply notifications it has now further muddied when a ticket is replied to or not. The real-time notification is more useful as a pop-up to our team agents and/or in the Actions column as the Red Bubble popup icon. As things are now new ticket notifications are gumming up the works. Ideally these would need to self-delete after a short period of time so agents truly know what is coming in fresh for replies and the new ticket itself. All notifications stay in this bell icon unless they are manually deleted meaning agents have to delete every single one or batch delete which could mean they are missing replies from our dealers. This is a massive issue.
Built off prior listed improvement info as follows:
Users will now receive real-time notifications directly within the dashboard, keeping you informed and engaged with customer interactions. Notifications will be shown in the bell icon on the top right side of the page.
Hayden Kitching
Yeah, I'm disappointed with how notifications are handled on the web platform. I want something to pop up in my face when there is a reply (public or private) on a ticket i am watching. I am using this to communicate between the customer, servicing location, and myself. I need to know when something is happening on a ticket I have assigned to a service location. The little bell is entirely to inconspicuous. But I get a text and phone notification when I create a ticket from service center to myself, re-assign a ticket, or watch a ticket. But if there is a private reply I get a little bell notification on dashboard. I don't need any of the other alerts. I only need private note notifications, customer reply notifications, and ticket opened/assigned to my team notifications.