Feature Requests

Option to upload a list of customers to be able to create a ticket through the upload for campaigns. Like broadcasts but need to open the ticket for a campaign like Fill the Shop. Need to be able to assign to a team for management, set a priority level, etc. through the upload.

Hi, When a client responses to the Broadcast message by a simple text message, e.g. "I m interested", there is no information in the ticket that it s an answer to a Broadcast which may be confusing to our advisors. Is theere an option to change it?

Add the ability to merge calls or messages between tickets. At times there are multiple tickets for the same customer and the call/message will get logged into another ticket.

Ability to loop in other advisors or farmers when a ticket with an @mention as you would in Microsoft Teams or other types of software. Would help to help other advisor visibility on a particular ticket

The ability to send an automated message to a caller while on the other line to let them know that you see that they are calling and will get to them shortly. Have EC assign the ticket to whoever declined the call/sent the message, before it goes through the call tree or automated voicemail. Similar feature to what most people can do on their cell phone when they click decline call. "Decline with message or send to voicemail"

Prevent follow up text tickets from opening a new ticket. Currently dealers will have an open ticket, an agent will close it and the dealer will see the comments on their cell. They will reply back with "thank you" which will open a new ticket if the reply is not from the mobile app. Is it possible to have the replies link with the original ticket.

The ability to split a ticket into two separate tickets would be quite beneficial. If a client calls or texts in for a second issue while the first is still ongoing, it gets added to the original ticket and can't be split out.

It would be great to see Deere use our POPS data to populate our organisations EC contacts profile back through operations centre. This way when a customer phones in and a ticket is created, their legacy machines come up on the dropdown list of machines with last known machine hours, engine serial number, VIN etc. This could help with Deere trying to achieve their 1.5 million connected machines goal.

They should not have to be rechecked every day after signing in. Between the pinned tabs and Insights requiring selections every time, it kind of sucks. The tabs thing is new, it used to last a few weeks, not it is daily. Insights has always required checking the boxes every time. As we add more teams into out dealership, we now have to sort through a bunch just to click ours.

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.