Kerry Sorenson

Hi Arpan – I wanted to +1 this feature request, as it's one of our primary gripes with using Zendesk Chat.

I also want to flag that not ending the conversation until necessary updates are done isn't a great work around, as most of the time, the agent is looking to send a follow up email on the same ticket (which can't be done until the conversation is ended).

Hey Karen! Is there a plan to make this data available via API? Or is it only available in Explore?

Hi - I'm request an easy way to see all agents that have a specific skill. This relates to the support ticket I submitted 11964817. Thank you!

Hi - adding a use case from this in response to my support ticket (#11483638).

We're currently not able to track SLA by agent due to the inability to query from two datasets. For example, in ticket 2521989, both agent Max Brand and agent Juliua Fraser replied to the customer. Yet, in Explore, I'm only able to attribute the SLA targets to Juliua Fraser since she is the current ticket assignee. We need a way to look at the assignee of the time of the SLA breach/achievement. 

Hi! Upvoting this -- one of our KPIs is schedule adherence and understanding productivity and agent status is crucial.

Hi! I'd love the ability to see what revisions were made to SLA policies (similar to how you can see changed within triggers). I had an issue where an SLA stopped and started working, but had no ability to see what changed within the timeframe (11075045).