Feature Requests

We need to be able to place calls on hold. For instance, when a customer calls for update on a repair I want to put them on hold while bringing up and reviewing the work order or contacting the tech. Or when a call comes in while I am helping someone else at my desk, I want to answer and ask them to hold while I conclude the business I'm currently conducting and will be right back with them.

How can we make it possible to transfer to Individuals without Expert Connect.

A notice to the advisor if a ticket is closed by: • Someone who is not the Advisor ~or~ • The customer This is especially important for those of us using ExpertConnect as an internal IT support system - when a staff member goes and archives a bunch of their tickets, they may end up archiving the one assigned to you (that may not yet be resolved)

Have the ability to select multiple tickets and use the Bulk Update drop down to select the option to merge the tickets into a single ticket.

At times we get tickets that request a certain task be completed on a future date. I would like to see a tool for putting a ticket into hibernation until the date arrives then the ticket becomes active, ready to be assigned to a team member.

As a dealer with multiple locations, we have designated staff in each department at each location to respond to incoming messages through our text platform. Currently, the website widget allows us to choose which groups receive messages when building out the form in ExpertConnect. What would be especially helpful is the ability to add form fields where customers can first select the department (Parts, Service, Sales, etc.) and then choose the specific location they’d like to work with. This functionality would greatly benefit our dealership, and I believe many other multi-location dealers would find it valuable as well.

our phone calls are saved for training purposes. But what about the RDA sessions. Please capture the RDA session in addition to the call recording and snychronize them that the part if the call matches the time in the RDA session to better train others and document what was done. The phone call should be an overlay in the RDA Video.

Need the option to use ring schedules I've created for other teams. Creating the same ring schedule over and over for multiple teams seems unnecessary. Should be able to see all previously created schedules in my company in the "View List" tab.

Please make the system saving the operations center organization for RDA, if there was a RDA session in an earlier ticket for the customer. It also could be based on the customer organisation, if it is entered in the organization field of the customer.

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