Feature Requests

We often see tickets closed without all the necessary details closed. The admin should be able to set criteria that must be met before an advisor can close a ticket. For example: X# of ticket tags must be populated, Resolution populated, Or any other fields that aren’t required by default

Rather than having to choose a column, then choose a filter category, then type what you are searching could you add a generalized search bar on the main page? This would make filtering and drilling down information faster.

We have a lot of company cell phones within our organization that stay with roles rather than people. When the people move it requires us to get in contact with EC support to change the contact name. I would like to see it possible for there to be rights given to a certain level of users, possibly Advisors or Managers where we could edit this on our own.

Allowing users to define their own sort order for teams would enhance usability. Custom sort orders would help prioritize and organize team views according to specific needs.

When an advisor is on a call on their mobile device, they appear to be locked to the call screen. We would like that to be separated so the advisor could look at pictures the customer has sent them or maybe send pictures.

Need to be able to view what team a ticket is assigned to in the App dashboard without opening the ticket.

Need to be able to open up the tickets listed in the customers history to see the details, it currently only shows a list but does not let me open them. And need to be able to merge tickets in the mobile app.

Cannot currently add a watcher using the mobile app unless I am the advisor on the ticket. I need to be able to add watchers to other tickets, as I am the main user and organizer of ExpertConnect within my company.

Need the ability to bulk close or archive tickets from the ticket list view.

Would be great if the advisor did not have to 'Push 1' to answer an incoming VoiceHub call, as many advisors wear headsets.