Feature Requests

Create additional permission levels that allow an Advisor to be a Manager of a specific team, but not all the teams for the entire company.

Currently, when ring last advisor setting is off it still rings calls into an open ticket for 24 hours. This means that only the assigned advisor gets the missed call notification. To improve our customer experience, we'd like the option to disable this COMPLETELY or manage the # of hours, so missed calls always create a ticket AND if a call is missed by the advisor it is assigned to, we'd like to it to roll back to the ring settings and ring the entire team. On a busy parts counter these missed calls inside a ticket are easily missed, especially with the lack-luster notification system in place.

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.

I would like to suggest the creation of an automated response linked to the closing of tickets that have a specific label, for those cases in which it is necessary to send a standard message to the customer when closing the service.

Can we have the filter stay on in the Manage tab like the Dashboard when going in and out of teams or going to other tabs?

We have numbers setup so our phone system can forward into EC. Those team numbers should never receive a caller dialing them directly. I would like the option to block all calls that dial the team directly. Right now all we get are spam/junk calls to them.

I would like to see a way to block a number for all of our teams at one time. I know you can go in and block it one team at a time. With a large organization it would be nice to go in and choose if you would like to block the number for a single team or the whole organization.

This feature would show a user's online status in the Manage/Advisors page. If a user is logged in and available, maybe a small green dot by their name? Managers aren't always on site, and this little feature would allow them to see that their team is online when they're supposed to be. Managers would also be able to see who isn't logging in as well. As we roll out this system, we do have some holdouts and would like to identify them in order to get everyone on board.

When you are editing an advisor to add them to another team or multiple teams, you cannot use the box to type in to search for the team. Currently have to scroll through all the teams and hope you find it before you scroll right past. Seems all the other search boxes are there to type in to filter, but not when editing an advisor. Please have the box be a field that can be typed in to search for a team.