Feature Requests

When you create a case as a customer, you fill out the details. Once submitted, you can't see or edit the details. Why would the person who originally creates them, not be able to see them. I don't think they should be able to add to them like an advisor can, but either it should show up for the customer/tech to see, or auto populate into the chat for them to reference later. My only experience with it is on a ticket with the ExpertConnect team, but I know if I was a tech it would bug the hell out of me to not see what I originally posted.

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.

Is it possible to include Sub tag details on the ticket tag summary or have the option to have it visible if requested by clicking a check box.

Have the ability to see if the farmer or another Advisor has read the information sent in a ticket.

We need the ability to rotate pictures when someone text a picture in.

When submitting a CCMS case what would normal be the subject line in CCMS is the "Complaint/Symptoms/Specific questions" line. Please add a subject line and a complaint line. This confuses CCMS or we can't fill in enough information into that line due to 250 character limits.

Add additionel message delivery statuses (undelivered, delivered, Read) similar how WhatsApp uses the Checkmarks.

Set the "Private Message" box in a ticket to default to private message instead of public message. So we would only have to click that box if we want to send a public message.

We need to be able to slide and drop an attachment into the message field and into resolution field

Today, private notes are only available for tickets that have phone numbers saved to the contact. Would be helpful to have the private note option for email only tickets.