Feature Requests

Be able to sort the Status column, simliar to the priority and advisor tab. Or so that you can choose which status appears at the top and the order you want them to be seen. Today: The system is configured to display tickets in order of entry. Changing to based on the status could help folks more easily filter the list and ensure they are not missing unassigned tickets.

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)

The ability to change a ticket status to "Work in Progress" to align with Service Center. It would be helpful to know if a work order is open on the machine to better track instead of swapping between Service Center and Expert Connect and DBS.

My website dashboard does not always show replies to messages I have sent. It leaves customers unanswered, and makes large-scale messaging projects difficult.

Mute Button to easily put all incoming on mute while we're with customer so that we don't have to take headset off. Then can unmute and start picking up calls when physical customer is gone.

My website dashboard does not always show replies to messages I have sent. It leaves customers unanswered, and makes large-scale messaging projects difficult.

When you are member of multiple teams it would be nice to have the option for saving Filters on the Dashboard so you can see the Team you need to focus on at that point. This would also allow the saving of the status column in order to remove the Closed & Archived tickets from the Dashboard view.

Case updated the Green assigned tab should turn red