Why doesn't Zendesk track the timestamp of the most recent public comment / public reply from the assignee - or better yet, the last public comment / public reply by any agent? It's so basic to need to know when we last provided an update to the customer.
Having the timestamp for Last updated by assignee doesn't cut it - my guys put in internal comments or set other fields that cause that timestamp to get updated. I need to know when we last communicated *to* the customer. Also, for our free customers, we don't always assign them - any agent can reply when they have bandwidth. So it's not the assignee responding.
I am sure you have a lot of feature requests, improvements, and bugs that need to be prioritized, so I don't expect that this will get done soon. But I would really appreciate an acknowledgement from Product Management that this is a shortcoming, or an explanation as to why they don't see this as a shortcoming.
Thanks much! I do think Zendesk an excellent product - this is the one thing I've been struggling with since I've started using it.
Have a great day!
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