Feature Requests

At times we get tickets that request a certain task be completed on a future date. I would like to see a tool for putting a ticket into hibernation until the date arrives then the ticket becomes active, ready to be assigned to a team member.

The ability to change a ticket status to "Work in Progress" to align with Service Center. It would be helpful to know if a work order is open on the machine to better track instead of swapping between Service Center and Expert Connect and DBS.

Would be helpful to bold the ticket line on the web dashboard when there is new chat activity, similar to the mobile app, instead of the "New" chat bubble. This would only clear after the advisor clicks into the ticket.

Sometimes a ticket will come in and I will want to add a private note before letting someone on the assigned team grab it, but I don't want that ticket assigned to me. There should be a way i can add a private note without it automatically assigning it to myself and then having to unassign it manually. I think there should be an option to not have the ticket automatically assigned even when sending a response to the customer. For example; if I assigned a ticket to a sales team, and they are taking too long to respond to the customer, I want to be able to hop in to say "Sorry for the long wait, someone will be with you shortly" and have that ticket remain unassigned in that team.

What I mean by this is I would like to only see critical, high, and medium tickets and hide low priority tickets. Like you can with Assigned, unassigned, closed and archived. This could help me sort out tickets that are taken care of or on pause until I am ready to close them. I utilize this for machine monitoring purposes.

Would like to have the option to make your own favorite list of team advisors so you dont have to make a search for a person everytime when re-assign a ticket.

Would it be possible to make this happen?

My website dashboard does not always show replies to messages I have sent. It leaves customers unanswered, and makes large-scale messaging projects difficult.

Be able to sort the Status column, simliar to the priority and advisor tab. Or so that you can choose which status appears at the top and the order you want them to be seen. Today: The system is configured to display tickets in order of entry. Changing to based on the status could help folks more easily filter the list and ensure they are not missing unassigned tickets.

My website dashboard does not always show replies to messages I have sent. It leaves customers unanswered, and makes large-scale messaging projects difficult.