Feature Requests

When marking a contact as an Internal Employee, it should automatically give that contact the ability to see "private teams" for our account. This would give those employees the option to see those teams under the contacts > teams page so that they can start tickets with internal teams.

If there's the chance when searching for a phone number to have the leading 0, as in Australia, the phone number would be 0412 345 678, but in the search function we have to drop the 0 and search 412 345 678 to be able to use the search function... That would be a time saver - simple small things that improve processes are great!

Be able to identify land line numbers so they are not included in broadcast messages. Currently there is a limit on number of broadcast numbers and having land line numbers take up a slot doesn't help.

Broadcasts are made effective when segments are added and adding segments in bulk is the most efficient way. Today, when adding a segment via a bulk list from sources outside ExpertConnect, the all pre-existing fields are overwritten. For example, if we've updated the name to "Bob" in ExpertConnect, but the formal name "Robert" is used in our list source, then "Bob" is replaced with "Robert" with the bulk segment upload. Worse, yet, if our new source information has a blank field, then the ExpertConnect field data is erased and (blank) appears where useful information existed previously. Can we have the feature to add segments in bulk by phone or email without overwriting any other fields like Name, Organization, Account info., etc.?

Often we need to create a new contact for a farm and we would like to copy all of the existing information from an existing contact (segments, account number, operation center ID, etc.). Would like to just add the new name, phone number, and email address but copy all the metadata from another contact. This would save a lot of time. Many of our operations have new employees that come and go every year and manually adding all that information is time consuming but not worth an excel upload. Merging contact metadata would be a nice workflow as well i.e. select two or more existing contacts and selecting which contact to copy the metadata from.

One way we use segements is to identify if a customer has a VAS agreement. Some are ongoing, others have expiry dates as they're a one off initial setup support agreement. It would be handy to have an expiry date option so that when they expire, they're no longer in there. Yes it can be manually managed but would be great to have it automatic. Maybe even some sort of tie in with SVAP which manages these agreements.

Some of our customers may call us on a second number or we have two numbers that we would like to be able to save in their contact information. Would it be possible to add a second phone option within each contact?

We need to be able to merge double contacts without loosing ticket history.

Can we have some history in the contacts section telling us when the customer was added and updated, plus by who? This would then allow us to find out when customer details are wrong and go straight to our advisors to check why incorrect information might have been added in by them.

Add the possibility to link a contact fix to an operation center account. Then the PIN-List in the ticket should only show the PINs of the linked OPC account.