Feature Requests

We need the possibility for The customer can contact the customer service team via WhatsApp audio call, in addition to using the mobile carrier's network. In our region, there are areas without mobile network coverage but with Wi-Fi access. This would allow customers to use WhatsApp audio calls over Wi-Fi to reach us.

Ability to see the data that lives within the routing rules. Would like to know if the calls were answered by the rule for the routing rule, or if it was answered by the rollover. Also be nice to see date and time of when the rule was applied, not just the number of times the rule was applied.

We have to merge nearly all of our tickets. Most support tickets (ccms, afterhours, techhelp, AMS) are not solved in one transaction. We spend a lot of time merging tickets.

When we have customers call into the store, if we have an admin at that location they are set as primary advisor, but if she steps away from her desk it would be nice if the secondary advisor could be the call tree versus a group of people.

If a ticket is created with a customer not in EC contacts, create a link that searches that phone number in sales center/service center. If the number is not in our CRM often the customer name can be found by searching the phone number in sales center. A link right in EC would save some time.

CCMS case metrics similar to the dashboard. I would like to be able to see all open cases and sort by days to close, date opened, last response. I would also like to continue to see the A2O and A2R for BOTH dealer and factory. This is beneficial to every training we have with techs. Combining TC and Tech not well prepared. Driving down into the metrics would help too. ie. tech cases, click number of cases and it shows you his cases with a summary of case/ resolution answer. I would like to see the average days/ time it takes for a tech to respond/ close a case. The exporting out of insights is not very good at all! It is a pain to get nice looking graphs and charts for the entire organization and then by locations.

Would like to have the ability to answer calls with the ear bud or headset rather than have to run back to the computer. log in at times, before being able to actually answer the call.

Like the title says. I'd like to be able to set a date(maybe time if possible), for a ticket to reopen. Lets say I play to circle back with the customer in a couple days. I close the ticket, set a reminder on it. And it automatically reopens as unassigned to the last team it was on. I think you would have to have some sort of note mandatory. Just in case another member of the team knows why this ticket is showing up with no message from the customer.

Sometimes we share the link of a ticket with other people or the client (people that do not have access to the group), in such cases the ticket-tags should be invisible for them.

Would like to see options for ticket statuses, like "on hold" or "waiting for customer" or "resolved" (resolved, but not closed, because inevitably when you close a ticket they'll reply with a thanks)