João Pedro Ougano•

I need to be able who has already visualized a ticket. It helps understand if an agent chooses not to handle that specific case. It comes in handy once an organization doesn't use play mode to assign tickets to the agents. 

Guys, this functionality would be a precious thing for us. The avg is a nice-to-have, but the exact amount of valuations provides me the opportunity to create a whole new world of metrics. 

This would be such a powerful tool! I currently have to create "workarounds" to achieve this goal. This is basic need! It should be as simple as possible.

I need to escalate some tickets based on how many internal notes a ticket has. I need this information listed in a column within the view. This information would help with prioritization based on customer recurrence.

This level of info would be precious! Our Backlog reports are handicapped, once custom fields are the base of our tickets operation!