We had a number of comments in the Interactions section in the old Zendesk UI, but this feature is gone now. This is the main reason we are not switching to Agent Workspace.
We have a lot of users that post more than one request simultaneously. And we respond to the main request and close others. When user replies again it is crucial to determine which thread is the main one and we often do this by the number of comments in the ticket (tickets with the most comments are the main one).
Business impact of limitation or missing feature:
This is critical for our business as our agents will spend a lot of time determining which ticket is the main one by entering every ticket of a specific user.
how it was:
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