The Dealership Support View displays all advisor tickets created by your dealership with Deere Internal Teams that use ExpertConnect as their ticketing support system. This gives dealers’ leadership a single, centralized view of ongoing and new support interactions with Deere.

Key Details

This view is not team‑specific. Tickets are shown across the entire dealership, regardless of which advisor originally created the ticket.

Only users with the Manager or Admin role in ExpertConnect will see the Dealership Support View.

This feature is not retroactive. Only tickets created after the feature flag is enabled will appear in this view.

The Dealership Support View helps dealership leaders:

Several refinements across ExpertConnect improve clarity, consistency, and efficiency.

Ticket reassignment now includes improved control over Communication Teams, ensuring calls and missed calls route to the correct team and phone number.

Advisors now have the options to choose the communication team of the ticket.

Confirmation prompts appear when teams have their own phone numbers, helping prevent accidental changes.

A new option to clear the communication team makes it easier to correct routing issues when needed.

These improvements reduce issues where:

This leads to more accurate call routing, clearer team ownership, and less confusion for advisors and customers.

We’re sharing these release notes early so you can review what’s coming this week This will be available May 6th, 2026

Saved Audio Device Preferences remembers your selected headset, microphone, speaker, and ring device even when Bluetooth or wireless devices disconnect and reconnect.

While this capability has already been released, this is the first time it’s being formally communicated as part of our feature updates.

Previously, users often had to reselect audio devices after:

With Saved Audio Device Preferences:

In Device Settings (Speaker, Microphone, Ring Device), users will see:

“Prefer this audio device when available”

When selected, ExpertConnect prioritizes that device for future calls.

If a preferred device cannot be found:

This enhancement improves reliability for users who:

Less troubleshooting, fewer missed calls, and smoother customer conversations.

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: This feature is not available for Region 2 dealerships due to regional legal and regulatory requirements.

Pause Call Recording is now fully managed by the dealership, giving admins and managers direct control over when this feature is available to teams.

Pause Call Recording is not a new capability in ExpertConnect. Previously, it was enabled only when:

With this release, Pause Call Recording moves from a system‑controlled capability to a dealer‑managed setting, eliminating the need to work with support to turn it on or off.

Dealers can now manage Pause Call Recording through two levels of control:

Company (Admin) Level

Team Level

Pause Call Recording is available to teams only when:

A legally approved disclosure message is automatically played when recording is active, supporting transparency and compliance.

This update gives dealerships flexibility to:

While ExpertConnect now provides full control over Pause Call Recording, dealerships are responsible for proper usage and training.

Dealers should clearly train employees on:

When recording must be paused, including situations involving but not limited to:

Pause Call Recording is designed to support compliance and customer trust, effective use depends on clear policies and consistent execution by dealership staff.

The ExpertConnect mobile app has been updated for iPhone and Android, delivering bug fixes and performance improvements as part of this release.

We’ve enhanced how ExpertConnect manages audio during internet based voice calls on iOS, bringing the app in line with Apple recommended practices and the smooth audio behavior users expect from leading calling apps.

These updates are all about delivering a more consistent, predictable calling experience when using wired headsets, wireless devices, Bluetooth accessories, or CarPlay. Whether audio devices are connected, disconnected, or switched midcall, ExpertConnect now responds with greater reliability, making inapp calls feel more seamless than ever.

To validate these improvements, the team tested the updated audio handling across a variety of commonly used devices, including:

These tests helped confirm that audio routing and device switching behave as expected during active calls.

While these updates significantly improve overall audio consistency, they are not intended to resolve every possible calling or audio issue across all devices and scenarios.

Right now, Time to First Response (TTFR) is calculated as a median response time across all tickets created by your default team over the past 14 days.

A “first response” is recorded any time an advisor takes one of the following actions on a ticket:

Today, this metric applies to every ticket, whether it was opened by a customer or created proactively by an advisor.

To provide a more accurate view of how quickly your team responds to customer-initiated requests, we are updating this calculation to include only reactive support tickets, in other words, tickets that were started by a customer.

With the new metric, only customer-started tickets will affect your TTFR.

The updated calculation will affect the following places:

This will not retroactively change any historical data, only data going forward. Insights will reflect the updated data starting March 12th for any data pulled from February 25th onward, anything prior to February 25th will continue to display the old data.

After several months of beta testing and iterative improvements, we’re excited to announce that Search Resolutions will be rolling out to all ExpertConnect dealers.

Search Resolution is designed to drastically reduce the time spent investigating complex machine issues by helping technicians and service teams find relevant answers faster, right from within the ticket experience.

What’s New? You should now see a new option labeled Search Resolution located just above the Resolution field in an ExpertConnect Ticket.

When selected, Search Resolution opens an assistant that helps locate relevant solutions based on your specific machine and question.

How it Works

While this feature is primarily geared towards Service Departments, this is just the beginning. We plan to expand Search Resolution’s capabilities to support additional use cases in the future.

Team grouping allows multi-location dealerships to structure their website widget by departments and locations.

Key Improvements: