Feature Requests

This is super important. Would you like to be transferred to nowhere? Plus, there used to be a transfer notification on the receivers phone to let them know it was not a call for the team.....Or was this just a test? Expert Connect is a very valuable tool. Thanks. Please advise.

At this moment, the mobile app is being logged off automaticly after a week. It would be great if you get a notifications that your mobile app is being logged off.

Notifications that would allow you to click on them and take you directly to the ticket each time the ticket has new information added to it.

After a ticket has notes get put into it, employees must go into "Ticket Details," then scroll down on most devices if the A.I. has already taken notes, and find "Close Ticket." Could we please just add it in the 3 dots menu in the top right along with Reassign Ticket and every other option? It is definitely counterintuitive when someone is fresh to the app.

When in a ticket and selecting time recording navigating away from the app pauses the time tracking. It would be handy to continue recording time until paused or stopped.

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.

Wir würden gern ein Ticket als Entwurf speichern können, um es erst nach Fertigstellung einzureichen. Wir bilden über das System Vorfälle ab, die sich mitunter zeitlich etwas länger hinziehen. Bsp. Garantie-Reparaturen. Hier muss auch während der Reparatur dokumentiert werden.

Changing the text size in iOS settings does not change all of the text in the app. See the attached two screenshots. One is normal and the other is with text size turned to the max. The default text size on my iPhone Pro Max on the fringe of requiring reading glasses.

Be able to change the ring tone that an iPhone plays whenever there is a call coming to the EC line.