Feature Requests

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

Make the Ticket Tags BOLD or a different colour to be more visible while scrolling.

When you have the transcript box open, and a call comes through, you're not able to move it, making it difficult to either ignore the incoming call, or see the customer calling - without closing out of the transcript box. The ability to drag and drop that pop up would be great like we can for the box when we're in an active call

The ability to split a ticket into two separate tickets would be quite beneficial. If a client calls or texts in for a second issue while the first is still ongoing, it gets added to the original ticket and can't be split out.

Is combine S790xxx equipped with Kondex Concaves? How about Combine Advisor? I would like a hot button to retrieve build codes by PIN. How do I know what PINs are associate with a given customer? I would like a hot button to show equipment for a given org in Operations Center.

There are several feature requests already for email display changes. Creating a new Feature Request to combine all our requested changes together. Adjust window width display: Email are often hard to read in EC. When an email is received that includes a table, the text is all squished together on the left. It doesn't matter if you expand the All activity window or click view Emails, it still does not expand to the entire width to see the text easier. Fix the display order for incoming emails and text replies. When an email comes into EC, the most recent conversation is on the top (as is typical for all emails). When an EC Advisor replies to that string via email, that reply is on the bottom. Which creates a lot of scrolling up and down and confusion on the timeline. Improve display of linked attachments: When emails are sent to customer and an attachment is inserted, they are always a hyperlink at the bottom of the email. It would be nice if we could insert these attachments throughout the email to improve clarity and communication to our customers. Limit duplicate tickets for the same email string: I'm not sure how you do this, but when an EC team email receives an email and there are multiple other recipients, if someone replies All to the email string Outlook automatically adds the "RE" or "FW" to the subject line, but this is all the same email string/conversation. Please do not create new tickets for this scenario. Outlook can handle this just fine and understands this is all in the same "Conversation". If the subject line is altered in any other way, then a new ticket should be generated.

It has been noted that once a ticket has been opened from an email within expert connect any subsequent email chain opens as another ticket. Would there be any way of an “auto merge” function whereby any subjects that are the same doesn’t open new tickets, but uses the existing ticket name?

More than one operator may use machine with issue, different shifts etc... Or farm manager may start ticket and it may end up with the person operating the machine. Be also good if they both(or more than both if more people need to know how the issue is progressing) received updated ticket details of the issue.

It would be great to see Deere use our POPS data to populate our organisations EC contacts profile back through operations centre. This way when a customer phones in and a ticket is created, their legacy machines come up on the dropdown list of machines with last known machine hours, engine serial number, VIN etc. This could help with Deere trying to achieve their 1.5 million connected machines goal.

It would be great if you could edit the customer information in the same area that you create a new ticket. Instead of creating the ticket and then needing to then input the customer info as an added step.