A huge blind spot in my org's Zendesk Data is the amount of time agents are spending merging tickets. It appears that the update action that happens when an agent merges one ticket into another ticket does not capture the time-spent via the Time Tracking app for that update. Is there a workaround to capture this data, or any plans to have the merging action include an update to these ticket fields:
Total time spent (sec)
Time spent last update (sec)
Please sign in to leave a comment.