Feature Requests

The mobile app has the possibility to ring another team within an organisation from the app so useres are desk based and don't use there mobile phones or do not have mobile phones. It would be good for advisors to ring other advisors directly within Expert Connect.

Option to upload a list of customers to be able to create a ticket through the upload for campaigns. Like broadcasts but need to open the ticket for a campaign like Fill the Shop. Need to be able to assign to a team for management, set a priority level, etc. through the upload.

Hi, When a client responses to the Broadcast message by a simple text message, e.g. "I m interested", there is no information in the ticket that it s an answer to a Broadcast which may be confusing to our advisors. Is theere an option to change it?

Need the ability to call internally to our other locations by dialing their department expert connect phone number from our department expert connect phone number. Currently no option to make inter-company phone calls from one to another. Doesn't make much sense to not be able to communicate with our other locations using expert connect

With icon locations set as they are now it is easy to click into Help Chat or Turn off Notifications when you just wish to click on Send. Being static in the lower right is not helpful. Moving these icons anywhere else would greatly improve their functionality and not impede our ability to respond to tickets quickly and appropriately without slowing us down or compromising our notifications.

if you disconnect a laptop of a docking station you lose your bluetooth headset / ring preference settings . it would be good to be able to choose a default that stays unless you change it , even if you un-dock on a laptop

As we still get incidents where staff think they are communicating in an internal/private message but accidently send it to the customer. It has been made more clear in the last few updates with the yellow color etc. But our feature request would be to completely separate this from the normal "Send message" function. Something like its own separate tab up the top between "All Activity" and "Customer History". Or add something like "Internal comments" to the ticket details location on the left. Giving it a separate position so that it can't be mistaken.

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.

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