Feature Requests

Would like to see options for ticket statuses, like "on hold" or "waiting for customer" or "resolved" (resolved, but not closed, because inevitably when you close a ticket they'll reply with a thanks)

Case updated the Green assigned tab should turn red

Is there any way to add a sound when receiving a text notification like we do with phone calls? Sometime I don't see when a customer has responded to a text if my ExpertConnect App is not constantly on my screen.

My website dashboard does not always show replies to messages I have sent. It leaves customers unanswered, and makes large-scale messaging projects difficult.

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.

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 I understand correctly, in order to merge tickets you have go into the ticket itself and then select the other ticket you wish to merge. The only hassle with that is remembering the ticket numbers that you need to merge. On the main splash page of ExpertConnect Web you can check the boxes of tickets but it only gives you the option to archive/unarchive or close tickets. Could we add a feature that when we check boxes of tickets it has the option to merge. It would make things a bit speedier.

Create additional permission levels that allow an Advisor to be a Manager of a specific team, but not all the teams for the entire company.

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