Use case. We are setting up a call line for a customer on a large deal that will run in various locations in the state. He will not have one servicing location. When the drivers call into the number I would like to be able to add in the owner of the organization on the ticket so he and the drivers are all informed about what is going on.

Will EC ever be able to do this? One use case is when a tech calls us from a store's main phone number first instead of their personal cell, and then calls again later from their cell phone about the same topic. That results in one ticket where the "store" is the contact and another where the technician is the contact. Frustrating when those tickets can't be merged, because it is the same topic, and I don't really care what phone number was used to make the call.

We have several needs for a group text function where we can have customers or externals communicate and reply to the same group text. The broadcast feature is more of a one way communication where we need the conversation to stay amongst the group.

Dealers want to add multiple phone numbers to one ticket.

Would it be possible to have tickets/messages have the option to add several phone #'s to the message, so the customer hired hand/etc. knows what's the issue?

It would be much better if we could merge tickets regardless of the contact number. We often speak to multiple people on different numbers about the same job/machine.

Scenario.

Customer calls in asking for spare parts for his machine. There is a serial number break. He needs to call us back with the serial number so we can complete the enquiry. Instead of calling back himself he asks his operator to call us back because he is with the machine. Currently we cannot do this and end up with multiple tickets from different people about the same thing. Would be good if we could merge all the related tickets into the same enquiry.