Feature Requests

We currently have AI-generated titles and summaries for voicemail calls, and I would love to see this functionality extended to Text Hub Tickets, even if it's only for the ticket title. Many customers text in requesting a specific advisor or provide enough information to identify the purpose of their message. AI could automatically generate a clear, descriptive ticket title based on the customer's text, making tickets easier to identify and route without requiring manual title changes. This would improve efficiency, reduce manual work of other advisors, and help advisors quickly understand the purpose of each ticket at a glance.

I know it's been suggested before, but having an option for "Merge" within the "Bulk Actions" after check marking several tickets on the dashboard would be a time saver.

It would be much easier if we could select two tickets and then click merge instead of the current way to merge tickets. By checking the box beside two tickets, you can better see which two tickets you are trying to merge.

I propose adding a feature to ExpertConnect that displays an indicator when an active phone call is in progress regarding a specific ticket. This would help users immediately recognize ongoing communication and avoid duplicate or conflicting actions.

We want an automated text to be able to be sent to a caller who calls, hits the call tree, and then hangs up, but we don't want that to have to generate a ticket for the team the call tree is on. We don't want member having to chase hang up calls, but if the caller responds to the text that would be positive forward momentum and be worth generating a ticket. Currently it appears that you must have generate ticket for missed call toggled on for automated chat responses for when caller hangs up.

Currently if you have the dashboard open, and utilise the "All Activity" Action button, it populates a screen to see All Activity of the ticket. It would be useful to have up the top where I've highlighted green, to have the Ticket # and the link to take you to the ticket. Some of our advisors are using this as a quick way to check if there are responses in tickets, but nowhere does it say which ticket they've quickly previewed if they have a massive list.

We are not able to delete archived tickets with a bulk action Wie need this functionality for admins, to clean up unneeded tickets. It will be very helpfull to heald a clear overview about the tickets

It would be great to have additional functionality added to the Bulk Actions list on Web Dashboard. After selecting multiple tickets, it would be nice to be able to do the following actions in bulk: Assign to Me, Reassign Team, Reassign Advisor, and Watch. Maybe even merge.

Would it be possible to have an order chosen by user for the teams that we see first in the dropdown menus

Would it be possible to make this happen?