Having a f2f conversation with a customer and then putting that info in a ticket through the phone app for another department / advisor to follow through is a double / triple / quadruple handling situation.

First you have to open the ticket to a team you are a member of which assigns it to you. Then you have to go back in and reassign the ticket to the other team and then you have to go back in and assign the person in that team that you need to sort it. Then you need to go and make yourself a watcher as well which is another step.

The above gets worse if you don't have the customer in the contacts already or if it is a service-related ticket which requires you to add the machine in and serial number. If we are to have our salespeople use this system, we need to simplify the process.

Process steps should be > Select "create new ticket" > select or type in "customer name / number" > select team & team member > add ticket information and hit save and then ticket is created and the original author automatically becomes a watcher.

For any person who is relying on another department to resolve an issue for a customer this has to be a must. If ExpertConnect is to be the customer contact centre to better serve our customers so that they are not forgotten, this needs to happen.