Kyle Hooper

Would it be possible to add a new data table to the FiveTran Schema which captures every time a zendesk user is viewing a ticket. Where a company hasn't enabled “guided mode" this new data source would offer a way for us to identify skipped tickets.

We use the “time tracking” integration, but this only captures handling time on the ticket when an agent submits work. If they don't submit any work we're invisible to what ticket an agent had been looking at.

This would also be helpful in cases where you route a ticket to an agent, but don't make them an assignee. Knowing when they had viewed the ticket could act as a proxy for ownership.

Thank you