Ticket report exports have a lot of columns and take time to trim out the extra details for certain uses. Adding a customizable report that exports only the information needed would make ticket analysis quicker. Example, exporting just customer, advisor, date and time, and ticket time for removing time from work orders for calls that occur when a tech is clocked onto a work order and ends up talking with a different customer for an extended period.
admin ability to edit advisors profiles
would be nice to set a picture and confirm the advisor's settings without running around to their computers, getting them to login, and showing them how to set everything up.
Customizable Home Dashboard (Web)
Allow users to customize the Tickets page on the web dashboard. Zoom in or out of the web dashboard and save preferences. Change column size and save preferences. Customize columns on the web dashboard (i.e. remove a column).
Assigning Tickets (App)
It would nice, to have the option to assign an unassigned ticket from the app, without having to assign to yourself, first.
Add RDA session to ticket
Add remote display access with Jdlink. This will help so you don't have to go and login to a different screen.
Ticket Tags for Specific Teams
The ability to associate Ticket Tags with a specific team/s so that not every team has to see every Ticket Tag.
Outgoing Call Recording Off
Have the ability to have the call recording feature on for inbound calls where the automated voice alerts the caller that the call will be recorded but have recording off for outbound calls so users don't have to remember to alert the recipient.
JD Link pull Org based on Contact in EC
Match the Customer Name (or Organization) in ExpertConnect to the Org in JD Link to automatically filter through the organizations pulling in so we do not have to filter through the drop down with 500+ organizations.