Feature Requests

The many column headers and layers are taking up a lot of screen area. Can we please combine some of these to better efficiently use this space? Literally, the top 3.5 inches of the screen (see picture) is used up by these things. For context, I'm using a 24" widescreen monitor in landscape orientation. It's even more of an issue for some of our parts counter folks who are still using standard width 15" or 16" monitors due to limited counter space. They lose at minimum 4 inches (see picture) of display. We really need to have the tops of the screens more efficiently displayed to maximize the ticket display area and less clutter at the top with all the headers and such. If we could combine and more efficiently use this space, that would be great! Thanks!

Since the update in the last few days, the Created and Updated columns have a fixed minimum width. It wastes a lot of screen space. On the print screen, the columns are at a minimum, it couldn't be narrower. The red areas show the wasted space on the screen. Can this be set again so that you can set the minimum width yourself?

I don't want to have to scroll completely down to have to scroll right and come back up. Inneficient. Actually, I zoom out to 75% to have a complete look to my dashboard because there is no left/right scrolling bar directly in the web browser.

Would it be possible to customize and save multiple views under 'team tickets' in the dashboard? This would be a way to organize/sort tickets and quickly jump between Service, Parts, Ag, Lg, Shop Work, or Service Call tickets (However the service office would prefer their dashboard to be laid out).

My Open Tickets, Team Unassigned tickets, Time to First Response and All Unassigned Tickets chips across the top need a refresh button or a more consistent refresh pattern. Some screens refresh more than others and there is not a way to force a refresh.

Suggested Improvement: Chat Panel Visibility “I would like to suggest an enhancement to the interface. It would be very helpful if the chat area could be displayed larger and allowed to overlay or minimize the side options (such as Contact Details, Ticket Details, and Ticket Tags). This would improve visibility and make it easier to follow conversations, especially when handling messages with attachments or longer threads. Right now, the side sections take up a large portion of the screen, limiting the space available to view the chat clearly. Expanding the chat panel or allowing it to take priority on the screen would significantly improve usability.” The video explaining the problem in more detail is attached.

I propose adding a feature to ExpertConnect that displays an indicator when an active phone call is in progress regarding a specific ticket. This would help users immediately recognize ongoing communication and avoid duplicate or conflicting actions.

Please have all missed calls create a ticket. Currently if a customer has an open and assigned ticket the missed call notification simply adds to that ticket. This means only that advisor can see the missed call and act on it, and while it most likely relates to that issue, it also may not. It would be better to simply have a missed call ticket get created so any advisor in the team can action it when they see it and then can just merge it into the existing ticket if it is related.

Ticket should get a "open" colour when a customer answers in a ticket with whatsapp of a call (that could not be answered). Now we miss messages.