Feature Requests

I'd like to have the ability to set a reminder on a ticket to notify an advisor to call someone back. I have my own reasons for using this, but the more I thought about it, the more things this can help with.

I propose adding a feature to ExpertConnect that displays an indicator when an active phone call is in progress regarding a specific ticket. This would help users immediately recognize ongoing communication and avoid duplicate or conflicting actions.

We need the ability to message multiple people in the same ticket, or create group text/message tickets. Example being if we need to coordinate setting up a time to visit a down machine in the future or set up a date for optimizing a machine, messaging the farm manager, farm owner, and machine operator at the same time with the same message is extremely important. Having to copy and paste the same message over and over or making separate calls sometimes gets missed or inconsistent information is given.

Admins need the ability to change an advisor's default team. Right now, the only way to change an advisor's default team is through the advisor's user profile page. Only the advisor can access this. Admins need the ability to change this without having to log in as the advisor or without having to rely on the advisor to keep it up to date. We have people migrating throughout our company, but advisors don't always remember to change their default teams, or when admin is reassigning advisors to new teams, they need to be able to change the default team at the same time, or else the advisors will still be communicating from their default team when they create tickets.

Would like to be able to call another team from a ticket I created. Currently unable to do so, have to call other locations landline to then be transferred into expert connect team.

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.

In Freshdesk we could tag a tickets status as waiting on customer, waiting on third party, etc. This would revert back to open when they replied back and a notification would appear showing this.

When a text reply is sent to a ticket it is hard to pinpoint which ticket needs action.

We are looking at adding a team for our HR department and we are concerned with privacy. We would like to have a way to hide those tickets and that team from all but the HR team. I'm thinking something like having to enter a password to access the team.