Feature Requests

A notice to the advisor if a ticket is closed by: • Someone who is not the Advisor ~or~ • The customer This is especially important for those of us using ExpertConnect as an internal IT support system - when a staff member goes and archives a bunch of their tickets, they may end up archiving the one assigned to you (that may not yet be resolved)

Have the ability to select multiple tickets and use the Bulk Update drop down to select the option to merge the tickets into a single ticket.

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.

Is there any way to add a sound when receiving a text notification like we do with phone calls? Sometime I don't see when a customer has responded to a text if my ExpertConnect App is not constantly on my screen.

Please show the detailed info about date and time of calls in the ticket activity, as it is in the call section. Switching between page to get an info about the correct time of a call is frustrating.

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.

When sending things such as diagrams to customers, they often times respond back via text instead of calling back once the diagram has been reviewed. These calls can get lost in the ticket list, and it would be easier to have a "Project Tab" that we can drag and drop tickets to. This tab would red dot when a new message has been received, and would carry to the ticket for viewing. This would be give a huge advantage to timely responses and customer sales I believe.

Currently if a dealer reopens a ticket that has been closed or archived it will open back in our queue assigned to the agent that previously worked it. This has caused a lot of delays as they have come in after agents have left for the day or been out of office. If tickets could come back into the queue as UNASSIGNED it would ensure that dealer inquires are handled in a timely manner.

Would like to see options for ticket statuses, like "on hold" or "waiting for customer" or "resolved" (resolved, but not closed, because inevitably when you close a ticket they'll reply with a thanks)