Feature Requests

Don't require a phone number to sign up new advisors. We use our X-ID's to log in, why can't we just use those to add new advisors to our teams. This would allow any Dealership employee who isn't issued a company phone to sign up without using their personal phone number.

If there is an open ticket for a telephone number, calls or WhatsApp messages from this number are always added to the open ticket. However, if the call or message concerns a different issue, this information is in the wrong place, in the wrong ticket. This causes confusion in the existing ticket case and the content cannot be deleted. If the customer send me a WhatsApp or is make a call to me in a other case, I am not able to split this information’s in a second or another open ticket There is a button to connect to tickets in one, but there is no functionality two take out information from one ticket to a other ticket or to take out the information’s from one ticket and create with this new information a new ticket. That is a big issue what will create much troubles und confusion in the tickets

Hello, it should be possible, when forwarding calls to an other agent to talk to the agent before tranferring the call. In this case the agent can be informed about the talk the first agent had already with the customer.

be able to make settings for vacations and public holidays across all teams. Currently, this can only be done per team.

Add the possibility to link a contact fix to an operation center account. Then the PIN-List in the ticket should only show the PINs of the linked OPC account.

Would be nice to be able to add templates in for text messages and email. A big advantage for the system would also be the ability to set a message for a future date to ask for a Facebook or Google review.

The ability to pause a call recording during a conversation if the customer is about to share confidential information such as bank / credit card numbers.

We have to merge nearly all of our tickets. Most support tickets (ccms, afterhours, techhelp, AMS) are not solved in one transaction. We spend a lot of time merging tickets.

With EC being utilised for the purpose of oncharging advisor time, I would like to see a column created for total time in minutes/hours spent on a particular ticket. Both times logged from the phone call and manual time entries.

Would it be possible to make this happen?