Tracking of cases as they move between teams
Nick Maupin
We need to have the ability to track tickets as they move between teams. For example, when a ticket is moved from a parts team to a service team, I need the ability to track the number of times that is occurring. Another example is if I create a national account number, I must have the ability to track where that ticket came from.
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Victor Kostyk
Whoever is the Admin for your Company, on Expert Connect has the setting to set Customer History Access to Full Access. That way Advisors can access tickets assigned to any team visa Customer History. The activity shows in the ticket, how many times it has been moved, reassigned, etc. That way you can always track where a ticket came from, where it went, etc.
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Chris H.
Agree, We move tickets to a sub-team for billing purposes and then we lose track of the advisor and team the ticket originally came from.