Zendesk really needs to have the option to set a trigger so that tickets can be auto-assigned to agents when they read the ticket, this will prevent agents from ignoring more difficult tickets and choosing and picking to only answer the easy tickets, this is a huge flaw in zendesk which is kind of makes the data and analytics useless as the data is not a valid representation on how well an agent is performing as the agent has the ability to cherry-pick tickets by only answering:
1. easy tickets to get a high satisfaction rating
2. short tickets to increase their response time
3. Solve tickets much more quickly than other agents by only responding to easy tickets
There should also be the option to see when the customer has "Read" their email - other platforms have this and its very useful
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