Pam Morrissey

This is a great question and something we are trying to understand now that we are using custom status. 

Can someone from ZD chime in?

Chiming in here - Can we please have an update on this?  We too are desperately in the position where we need this to get resolved to use the messenger tool/AI.

Thank you,

Pam

Zendesk Support - Any news on this one?  I agree with Alex. The existing sort is not logical. 

We have a group of agents where their full resolution time is measured from the last assignment timestamp to the ticket solve timestamp. I am struggling with how to apply business hours versus calendar hours to the calculation.  Does anyone have any ideas on how I can edit this calculation to account for business hours vs. calendar hours?

DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp], "nb_of_hours")

We recently transitioned to the Agent Workspace and agents are reporting that once they update a ticket and save the status, the pop-up appears that there are unsaved changes to the ticket.  Is anyone else experiencing this issue in the Agent Workspace and if so, what is the workaround?