Changelog
Follow up on the latest improvements and updates.
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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:
- Apple wired headsets
- Apple AirPods
- Apple CarPlay
- Parrot C300 MS V1.24
- Jabra Evolve2 65 Flex
- Several generic accessories
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:
- Placing a voice call
- Starting a video call
- Starting a manual timer
- Sending a message to a customer
- Re-assigning the 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:
- The Dashboard’s Time to First Response metric
- Insights Reporting
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
- Select “Search Resolution” in your ticket
- You’ll be prompted to enter:
- Machine Model - Automatically pre-populated if a machine is already listed in the Equipment field
- Technical Question - Can be pre-populated if existing ticket message contains an identified question
- Click “Find Resolution”
- The assistant searches:
- Machine manuals
- DTAC Solutions
- If the results are sufficient, select “Add Resolution”
- The AI-generated resolution is automatically added to the ticket’s Resolution field.
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:
- Cleaner, simpler customer experience
- Faster routing to the correct team
- Reduces misrouted inquiries
- Offers a more organized department/locator dropdown experience
We’re introducing @Mentions in ticket conversations, making it easier than ever for Internal and External Advisors to notify and engage the right people at the right moment.
With this enhancement, simply type @ in a ticket to see a list of Advisors. As you continue typing, the list automatically filters so you can quickly find the person you need. Selecting an Advisor sends them a notification directly linked to the ticket.
Mentioned Advisors will receive an alert under the bell icon, where notifications can be marked as read or unread.
@ Mentions work in both public and private notes and are supported in text and email chat inputs. This update does not change any existing communication behavior for Advisors or Customers; everything continues to function as it does today.
Available on both Web and Mobile apps.
Value
- Improves internal collaboration and response time
- Helps ensure important messages aren’t missed
- Supports coaching, escalation, and task delegation
Web Screenshots:
Mobile Screenshots:
This option is available only when call recording is enabled at the account level. It appears in the call interface once a call is successfully connected between the Advisor and the Customer and recording has started.
When a call is being recorded, a visible “REC” indicator is displayed to confirm that recording is active. If recording is paused, the indicator disappears. Recording can be paused and resumed multiple times during the same call.
In the final call recording saved to the ticket, any paused sections are automatically removed. This feature is supported on both the web and mobile applications.
Feature availability is determined by compliance requirements:
- Region 2: Pause call recording is enabled for all dealers.
- US & Canada: Pause call recording is enabled only for dealers with payments turned on, due to compliance requirements.
Note: If this feature is not currently enabled, your account Admin can submit a support ticket to request that this feature be enabled.
Common Use Cases
- Sharing sensitive customer information (e.g., credit card information)
- Internal discussions (e.g., HRrelated topics) that should not be recorded
Web Screenshots
Mobile Screenshot:
We’ve introduced a design update to the Call Record (REC) button to make it clearer and easier for dealers to identify when a call is being recorded.
What’s changed:
- The call recording indicator has been updated to a red circle with a “REC” label, replacing the previous text‑only message.
- The recording reminder, “Alert your customer that this call is recorded”, has moved into the updated REC button interface.
- To view this reminder, simply hover over the REC button during a call.
ExpertConnect will include a brand-new Read/Unread feature designed to make ticket management easier and more intuitive.
What's Changing?
- No more guessing which tickets you've already checked
- Just like your email inbox, open a ticket and that marks it as read.
- Return to your Dashboard and only unread tickets will stay highlighted.
This simple update means you can quickly spot what still needs your attention without extra clicks or confusion.
Why this matters:
- Saves time by reducing duplicate reviews.
- Keeps your dashboard clean and focused.
- Makes ticket tracking stress-free.
ExpertConnect will more deeply integrate Okta login and invitations for all users.
What’s changing?
- New user invitations: All new users will now be invited using their John Deere ID (XID)
- This update aligns ExpertConnect with the broader John Deere ecosystem, creating a consistent experience across platforms like Service Center.
Action Required for Existing Users:
- Note: Eventually this will be required for all users.
- Log in at expertconnect.deere.com and follow the pop-ups to connect your John Deere ID.
- Account Admins:
To help you prepare in advance, review the Advisors tab in ExpertConnect and add missing John Deere IDs for your team members.
- Need help? Check out our step-by-step guide.
Why this matters:
- Streamlines your experience across John Deere systems.
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