Feature Requests

At times we get tickets that request a certain task be completed on a future date. I would like to see a tool for putting a ticket into hibernation until the date arrives then the ticket becomes active, ready to be assigned to a team member.

Need the option to use ring schedules I've created for other teams. Creating the same ring schedule over and over for multiple teams seems unnecessary. Should be able to see all previously created schedules in my company in the "View List" tab.

It would be nice to be able to speak to the advisor you want to put a call through to before they speak to the customer, that way you can give them any other details of the ticket and know what is going on before they start talking to the customer.

Please show the detailed info about date and time of calls in the ticket activity, as it is in the call section. Switching between page to get an info about the correct time of a call is frustrating.

Would be nice if the ticket details section; issue and resolution, allowed formatting. So that if myself or others are looking at the tickets, we can see issues easier.

Would be helpful to bold the ticket line on the web dashboard when there is new chat activity, similar to the mobile app, instead of the "New" chat bubble. This would only clear after the advisor clicks into the ticket.

How can we make it possible to transfer to Individuals without Expert Connect.

Would like to have the ability to answer calls with the ear bud or headset rather than have to run back to the computer. log in at times, before being able to actually answer the call.

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)

Don't require a phone number to sign up new advisors. We use our X-ID's to log in, why can't we just use those to add new advisors to our teams. This would allow any Dealership employee who isn't issued a company phone to sign up without using their personal phone number.