Maxine Levine

+1! Having the name instead of the title makes it twice as hard to differentiate between tickets, and figure out which ticket you're supposed to be working on.

+1 to the reply/comment box being at the bottom of the page instead of the top. It's the major issue my team has with the new agent workspace.

I have a goal for tickets to be closed within a certain time-frame, but I also have a pending status which is 21 days long. Wondering if anyone has any good workaround for reporting on tickets in this status?

E.G. If my goal is to close all tickets within 30 days, but a ticket is set to pending, should I be reporting on all pending tickets, or all closed/solved tickets. 

Any ideas?

Either the default Task Due Date field needs to be able to be added to all ticket types, or there needs to be a way to hide/remove the default field from tickets so it can be replaced with a custom one.

+1