Jason Kral

Thank you for pointing me to that. 
I am looking though for direction on a trigger to update the user's email address in their profile as well as to make it the primary email address (keeping / pushing any previously stored saved email addresses as secondary) 

That was not covered in the shared Internal Note nor have I (yet) been able to find it across the ZD Help Boards. 

We have a custom application which contains our end user information (name, address, email, phone, etc), which writes to matching custom ticket fields within our forms.       We are looking for a trigger to be able to both update the requester email address and make it the primary email. 

We are looking to create a fixed dashboard for agents to be able to track their progress for the current week, compared to the previous week (and potentially as well for the current month, compared to the previous month).  Ideally, we would like to code this out with calculated metrics / attributes, so that they do not have to utilize time filters within the dashboard. 

This can be done easily in Explore, but it does not take into consideration how far along we are in the week at the time the dashboard is viewed, and therefore does not give accurate feedback to the agent as to how they are currently tracking. 

For Example: 
A report for Agent Public Replies may show 75 for the previous week, and only 11 for the current week, simply because it is still early in the current week. 

In order to create a more accurate perspective for the agents, we would like to display the previous week, month, etc. relative to the date (and / or time) within the current week.   

For example, if our business week begins on a Monday and it is currently Wednesday, we wish to automatically display the current and previous week(s) for the same time range (Monday-Wednesday) 

Initially we want to consider the following metrics 

- Agent Public Replies 
- Tickets Created 
- Tickets Updated 

We would also request that the Continuous Conversations message be customizable. 
The message states that "We're offline" but that is not necessarily how we would want to deliver this message to our customer, and it additionally may make sense in some other situations for this trigger to fire - even when we are not fully "offline" 

Additionally, we would request that the Continuous Conversations message be updated to the ticket as well.   All other bot messages appear in the ticket, however this one does not.   For an agent reviewing or needing to action on a Chat / Messaging ticket, it would be beneficial for them to see that we have informed the customer that we will be replying via email - so that 'email' is chosen as the reply method. 

We would love to be able to incorporate SLA time (hrs until breach) into our Explore reporting. 
We understand that Explore is not real-time and that we can view SLA time within Views, however we have a specific need to be able to report on SLA time by Ticket Group at the beginning of each work day. 

Exporting the view as a CSV unfortunately also does not work, as the (hrs remaining) are lost and converted into the timestamp for the SLA breach. 

The automated scheduling capacity within Explore would relieve us of the burden of having to translate the View data into a more reportable format. 

Our Agents are also struggling with this.   We have a large group of support agents assigned to chats, to serve as backups or in the event we get spikes in incoming volume. However, generally  only a portion of our team will be in Chat on any given day. 
Would prefer an option to suppress this, rather than a makeshift workaround. 

We would prefer to see the ability to determine whether the Ticket Status or the Status Category will be shown in the Agent view. 

We have created several custom Open statuses in our system, with the hopes of giving our consumers a greater ability to track their request from within the portal. (ex. "Support Review", "Open - Assigned").  However, all that we want our Agents to see is the status category itself (ie.  "Open") 

Once you activate Custom Ticket Statuses, all views then display the full Ticket Status name by default, and there is no option to adjust this within the view.  

Our suggestion/request would be to incorporate a selection option within the view config, so that we can determine what we want visible to agents (Status Category or Ticket Status) for that particular view. 

EX: 

Adding to this, as this is something that we are looking to do but am not finding any options to set the context panel as open / expanded by default 

We would love to see a way to incorporate the Article search functionality from the Classic  Web Widget into Messaging and the Flow Builder tool.    We have a vast knowledge repository and a wide array of products, which makes it extremely challenging to map out all of the possible inquiries into the Flow Builder.   However, at the same time, we do have some more repetitive inquiries which could benefit from a pre-determined end point, which the Flow Builder provides. 
If "access guide search", for example, was a step that could be added into the flow builder tool, that would give us the ability to present either a wide or a targeted query into the widget, depending on need. 

Adding to this conversation, as this would be very useful for our Organization but does not seem yet to be a feature.