Teams using ExpertConnect can now invite advisors from other organizations to be on their team(s) in ExpertConnect. Advisors associated with another organization are considered external advisors. It’s important to keep in mind that to invite an external advisor they must have a primary organization.
For more information on how to Invite External Advisors into your Account and how they interact with tickets, make sure to visit our help site.
When individually creating new contacts in an account, users can now add the contact to a segment(s) at the time they create the contact.
Use the copy and paste function on the web dashboard to insert snippets into an ExpertConnect chat.
Easily contact the ExpertConnect Customer Success team via ticket on web or mobile.
In web select your user dropdown, then Contact Support. Add a description of your question or issue for the title and provide details or media as needed. In mobile navigate to your user profile in the top left corner and select the green toolbar to Contact Support. Similarly to web, options are available to upload a summary of your question or issue in the title along with a description.
CCMS cases submitted via ExpertConnect can now be submitted depending on case priority. New dropdown allows users to select any of the four options to submitted, including the following:
- Urgent, Tech in Field
- Urgent, Tech in Shop
- Report Only
New layout applied to the Contacts tab for an easier view of imported contacts. Importing individual and bulk uploads of contacts can be done from the top right tabs, where new individual uploads now require a phone number
and/oremail for each contact.
Select one or multiple ticket status's depending on your preferred view. By default, Unassigned, Assigned, and Closed tickets will show, and Archived tickets can now be viewed depending on the set filters alongside other tickets.
Click to drag the Private Note pop out to best see all parts of the ticket.
Drag to adjust the size of columns in the web dashboard tabs, including Tickets, Contacts, Calls, etc. Clicking in and out of these tabs will still save your column width preferences.
For teams that are
Hiddenbut want to make their team accessible to
specificexternal contacts, managers can use the new
Invite to Teamfeature on the Team Settings tab to invite contacts. Learn more here.