William Fogelsanger
The logic of this feature request is as follows:
Tier 1
- Advisor assigned tickets -viewable by everyone
Tier 2
- Manager assigned tickets - viewable by Admins, Corporate manager team, Manager teams
Tier 3
- Corporate Manager assigned tickets - viewable by Corporate manager teams and Admins only
As a multi-store organization, we have customers calling and dealing with multiple stores. Being able to see full customer history for their respective departments across our organization would greatly enhance the customer experience and our ability to help the customer.
Oftentimes, a customer calls one store and leaves a voicemail, then immediately calls another store to see if they pick up.
We need our departments to be able to know this to avoid wasting time calling customers back who have already been helped at another store. This especially critical when a customer calls multiple stores asking for a quote on equipment.
(
Right now, if we toggle on the full access to customer history in the
Admin
tab, it gives advisors full control of any older ticket, including being able to view corporate and manager tickets, which can contain sensitive conversation information. They also can unarchive and reopen tickets or respond from closed and archived tickets.
This is a huge warp hole that needs more control settings.)
a.
We would want our parts teams to be able to 'view only' any parts tickets across our organization in customer history for that customer. They should not be able to make any changes to the ticket, if it is assigned to someone else, closed, or archived.
b.
We would want our service teams to be able to 'view only' any service tickets across our organization in customer history for that customer. They should not be able to make any changes to the ticket, if it is assigned to someone else, closed, or archived.
c.
We would want our sales teams to be able to 'view only' any sales tickets across our organization in customer history for that customer. They should not be able to make any changes to the ticket, if it is assigned to someone else, closed, or archived.
End goal: Each department would be able to view customer history for their respective department across the company without having to be assigned to every store's respective department team.