Rishikesh Pathre

Hi @scott - Happy to know that this is being prioritized. Hope to see this feature soon.

The use cases for us here is -

1.

The end-user sends an original query to a light agent outside of ZD. The light agent then forwards it to ZD, where the agent will work on it and communicate back the answer to the light agent as an internal note and close the ticket.

2. 

The public comment from an end-user creates the ticket. ZD agent will have a communication with the light agent through the internal note. In this scenario, the ZD agent will not go back to the end-user with a public reply, but that is being taken care of by the light agent outside the ZD.

Currently, the FRT is not calculated/captured in either case. We have 1500+ such scenarios for the period Jan - April 2021. Having this feature will be highly appreciated as we are missing those valuable stats as of today.

Thanks

Rishi