What department are you in?

Onboarding

Which Feature does this pertain to?
Fax

What area of the Feature?
Fax display in client

What pain points/suggestions does the office have?
I received the below email from a customer who has been an escalation for months (unrelated to this). I have a lot of empathy for her in this situation but am unsure what kind of resolution I can give her. What're your thoughts, product? Is this something on the roadmap whatsoever? p093021yabawg2d
"Can I ask you to check on the status of another issue that has become significantly large? Incoming faxes.
In our Portsmouth location alone, we have 8 incoming fax lines for various departments. Some of these fax lines can literally receive 25+ faxes per hour (so about 200 faxes could come in within an hour). When we originally signed up with Weave, we were told that incoming faxes would show the fax number that the fax was coming “TO”. This would not be ideal, but, considering the number of faxes coming in for various departments, we would at least know what department it was FOR based on the fax.
However. This is not the case.
Faxes come in as who it is FROM. Meaning we get faxes by the fax number it came from. So we have to have dedicated staff LITERALLY go through every fax, one by one (yes, it could be 200 in an hour), open the fax, see who it’s to, save it and send it to the correct department.
I have put in requests through your tech team to have this changed, but nobody seems to have any sense of urgency.
This seems like a fairly easy request to make. Can someone tell me when this will be corrected? Again, that is not what we were told when we signed onto weave and this is becoming a NIGHTMARE.
I urge you to look at the number of incoming faxes we receive in OP alone…not to mention other offices…and imagine how long it would take you to open each one…and do this throughout the day….because some of these faxes are URGENT."