Feature Requests

When sending email's out of Expert Connect. would be nice just to have it send what is typed in with the attachments added when composing an email. right now it sends the whole activity with the email, so when you reassign the ticket to change customers, the next email out includes everything from the customer before. should not be included in the email. (includes texts in the email as well)

Need ability to have more than open, closed, and archived. Its VERY difficult to conduct on-going diagnostic work with only these 3 titles.

I would like the ability to creat a ticket in SC, from a call into EC. This would be beneficial for those customers calling into our Service Departments ExpertConnect line. i.e.; Customer calls in about an issue he is having with their machine, we can communicate with the customer on the status and add the machine PIN, as is an option already, and select 'Creat SC Ticket' and be able to send that to the technician so they can also have visiblity of the customers complaint directly, as well as give feedback to the service team and give the quickest and most accurate updates on the repairs & their machines.

Ability to loop in other advisors or farmers when a ticket with an @mention as you would in Microsoft Teams or other types of software. Would help to help other advisor visibility on a particular ticket

Like the title says. I'd like to be able to set a date(maybe time if possible), for a ticket to reopen. Lets say I play to circle back with the customer in a couple days. I close the ticket, set a reminder on it. And it automatically reopens as unassigned to the last team it was on. I think you would have to have some sort of note mandatory. Just in case another member of the team knows why this ticket is showing up with no message from the customer.

I work a customer contact center. I like to put my notes that I take on the issue summary section of the ticket. When the automated notes go on the ticket it messes up the notes. I am currently typing my notes in the Resolution section of the ticket so I wont lose them. I would like to see a different section built for auto notes so it doesn't interfere with the notes that I have already put on the ticket,

Add the ability to merge calls or messages between tickets. At times there are multiple tickets for the same customer and the call/message will get logged into another ticket.

Would be really handy to add an organisation search option when re-assigning tickets. If a request comes from an internal member of staff this would make re-assigning tickets very easy.

They should not have to be rechecked every day after signing in. Between the pinned tabs and Insights requiring selections every time, it kind of sucks. The tabs thing is new, it used to last a few weeks, not it is daily. Insights has always required checking the boxes every time. As we add more teams into out dealership, we now have to sort through a bunch just to click ours.

I work a customer contact center. I like to put my notes that I take on the issue summary section of the ticket. When the automated notes go on the ticket it messes up the notes. I am currently typing my notes in the Resolution section of the ticket so I wont lose them. I would like to see a different section built for auto notes so it doesn't interfere with the notes that I have already put on the ticket,