Feature Requests

We need the ability to modify or turn on/off the automatic sms message that is sent to a contact when a ticket is modified or closed. The most recent incident we have is a customer complained that he received an sms that stated “you have been removed from a ticket”. The reason the sms was sent was because we re-assigned the contact within the ticket. Unfortunately, the customer didn’t know who the message was from because he didn’t have our EC number saved as a contact in his phone. The message had no reference to our business name. Hence, the reason to be able to modify this message or turn it off altogether.

The ability to have multiple groups of advisors within the same team, all tied to one phone number. Sub-teams could be used for live call transfers, reassigning tickets & Teamstream chats.

In the Advisors tab, possibly, we would like to see all the teams an advisor is assigned to.

Is there a way to turn off notifications when a customer has been assigned a ticket? We are contacting our factories or 3rd parties and they get a notification that they are now the customer and then get an email request. Can it be set up that that these notifications be turned off per group in Expert Connect?

We would like the ability for the system to auto close a ticket for specific teams based on a # of days defined. Would like it to operate like the auto archive. This is helpful as we look at higher volumes of tickets, one less click and keeps boards clean.

When an ticket is created with an email I would like the ability to have an automated response. A customizable message.

Would it be possible to expand on the "Block Entire Area Code" function, and add the ability to block entire country codes?