Feature Requests

When an advisor is busy on a call on expert connect, it'd be very helpful if when transferring to that advisor, the caller could be routed to their Voicemail box. It could help with efficiency, customer satisfaction and the overall custom experience.

It would be great addition if there was an option to add an option to add a voicemail for yourself as advisor so that when customers call, they can know that they've reached the right person rather than the general one for the team or branch.

We need an extension number for each user. We have a lot of customer requests to direct call our employees, whether it be a salesperson, parts counter person, or service personnel. This feature request would assign each user an extension number, the customer would get the option to dial an extension number in the recorded message on the call tree. Users could also call extension to extension internally instead of having to use personal/work cell phones. This feature would solve the issue that we can't call each other internally, with the added bonus of the customer being able to direct-dial a user once they call in.

We recently had a customer send a photo of their credit card along with their texted order. If this had been a phone call we could have paused recording if prepared, or at worst delete the recording afterwards. But if someone sends in their card info over text or picture, there is no way to remove it from the permanent record short of deleting the entire ticket. This had been an involved ticket before getting to that point, so we would have much preferred to keep the rest of the record.

We have large customers that have multiple people contacting us to do work for them. We are trying to get them into using ExpertConnect and they are enjoying how it works except that it's still only showing the tickets the individual person has logged. As customers are allowed to create accounts to use ExpertConnect in that function it would be great to allow them to create a customer company account so they can see all tickets associated to their company account and centrally manage them.

I know there is a Do Not Disturb for 12 Hours feature on the mobile app, but I would like a way to set it to remain on Do Not Disturb for a specified time. Anywhere from a few hours or for several days. It can get really annoying when I'm not working and I'm still getting calls/notifications.

Since the tickets automatically generated by the Service Center always include a chassis number under the "Equipment" section, it should also be possible to sort by this equipment on the dashboard. This way, I can quickly find all relevant tickets using a chassis number. That will be great, thank you

It would be very useful if the four dashboards; My Tickets, Team Tickets, Watch and All Tickets if we could select different dropdown filters for each of them. At the moment, any of the filters go across all of the dashboards. I have various teams I'm on but would like to have My Tickets set to show tickets from all teams, but when going into Team Tickets, whether I could set it on only certain teams in the drop down that I want to check.

Need a way to assign ticket priority based on customer segments automatically on new tickets. With the ability to have this on or off per team within organization.

Would like to see Parts Advisor integrated with Expert Connect.