Feature Requests

Add a notification in the ticket to indicate how the customer called in and reached an advisor/team. For example, what number did they call, what call tree slot did they select, and then what team were they forwarded too.

I have internal tickets that I need open at my end as the advisor, but the contact who is also part of our company, is closing the ticket. Is there a way to have the ticket open on my end in my team, but closed for them as they have no further actions. Is there some way that I can still have it visible or flagged so I know which ones that need following up by my team, instead of being closed by another internal person/team?

I try to add the serial number to the ticket, but when a co-worker calls them back, they do not see the serial number and ask the customer for it.

when an email with other formatting comes in to Expert Connect, it seeming to reduce the size of the email to fit the all activity window. is there a way we can open the email in like the phone window to correct the formatting of the original email? The tables in emails are being squished and resized to unreadable mess of words. EC ticket 8J58YAE7C for example

There needs to be a place for internal chats and customer chats to be separated beyond relying on staff to remember to switch from Private to Public. Internal chats can make it really easy to lose track of where the last customer communication took place. Especially as we go all in companywide as our phone systems, this honestly kind of scares me relying on the private/public toggle.

when on the chat side of the page when you scroll down it will not let you with out moving to out side of the chat side. fix this please

when the ticket gets auto closed or auto archived, can the system reflect that it was Auto closed rather than the advisors name on the ticket. that way we know what actually happened?

Would be great to have the possibility to fully delete the "Default" and "Customs" Ticket Tags. As of today it's only possible to archive them.

Currently when we enter a serial number/PIN, that information saves but it doesn't populate the information about the machine - see blank Product. We can click on the link to take us to Service Center which shows the description, so is there a way that this can link up or load itself?