Venkat

I think not having this feature is frustrating most of our agents and possibly users who follow our forums. If a feature is not considered for 4 years, then there is something seriously wrong about the Product Management at Zendesk. Either they are not reading this or they do not care!!!!

I am sure other CRMs like Freshdesk will catch up (or they already possibly do).

This is becoming a serious criteria for us thinking of moving away from Zendesk!