I've seen this posed before, some even nearly two years ago, and it seems like it's still not on the roadmap.

This is a simple feature that is critical to ensure department leadership can realistically identify mistakes and promote common brand theme among agents.

It would make auditing much easier.

I noticed the "assume identity" has been removed from agents because "an admin could assume in as an agent with malicious intent". Alright, fine, but why remove this without providing an alternative for the admins?

We have had Zendesk for nearly 10 years now and really need these "small" features, offered by many other help desk SaaS companies, as our business grows