Sam Weekley

+ 1 to all of the above. To paywall such a basic function that was previously which requires 0 AI functionality is certainly a choice. 

I find it disappointing that this is not available for light agents 

- Use agent email forwarding to forward an email to your support address, creating a ticket with a public comment.

Our use case would be for our salesmen forwarding emails directly on behalf of customers. Usually with something like “Please process”. We can either set them up as a light agent and the text comes through as a bulk private comment or not set them up in the system at all but the customer will see the “Please process" part. 

For me it would be ideal if the Light Agents comment could come through as a private comment with the customers comment a public comment with the ticket changing the requester to the customer. 

This seems to make sense as technically the Light Agent is not creating a public comment it is the customer. 

Kellie Hay We are currently tagging agent created tickets and have created a new Agent Policy to apply the Agent Work Time in the resolution metrics for those with the tags. 

This is not ideal, but it is something that will get an SLA applied to an agent created ticket to avoid them sitting at the bottom with no SLA badge. 

Are there any plans to include templates for Data like the Microsoft Zendesk Connector had? 

+1 - Would like to have the SLA badge ‘Pause’ outside of business hours. Instead of something that could be potentially be missed by 1 hour on a Friday afternoon displaying -1H, on Monday morning it will display -3D. This does not give an accurate representation of an SLA that is set in business hours. 

My company also would appreciate this feature. Any updates? 

This would be very helpful, the Follow-Ups created have bad formatting and hard to follow. Much easier to edit an existing ticket.