Chris Nugent

Hey all, 

We've recently switched over to the new CSAT experience in Zendesk but have noticed that our agents are no longer able to view their CSAT comments as easily as before. 

To be able to view them now, you need to check the ticket events to see the comment or a report in Explore. 

I believe that this update adds unnecessary steps to be able to find this information. Comments can provide really valuable feedback to the agents themselves and should be easily viewable for them. 

Hey all! 

I'm chasing the introduction of a handle time metric to be added into the Support - Tickets dataset. This would be able to help us with analysing how much time agents are actually spending engaging with a ticket. I have used the Handle Time duration metric built into the Messaging dataset and would love something similar built in for other channels. 

 Resolution time metrics don't exactly cover this as that is capturing the total time a ticket is spending in an active (open, pending, hold) status before moving to solved. 

Thanks team!