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Adding to this in hopes that Zendesk comes through with this crucial, missing feature. As an organization that relies heavily on adherence and acceptance as core metrics, our agents struggle to adequately hand wrap-up tasks when new chats are assigned almost immediately after a chat ends. 

I have seen larger companies develop their own software to route chats better, but we're not all blessed with Shopify Support-level budgets. Zendesk has been providing wrap-up time on a single-interaction channel like Talk for years, so it's wild that you are so far behind on a more refined experience for a high-concurrency channel like chat/messaging. 

Please step it up and deliver on the basics!