Revant Admin

It looks like the ability to add SLA's for Voicemails based on that internal note was just deleted by Zendesk. It's imperative that our team has this availability on all of our VM tickets.  Is there a work around knowing that you took out the following things from advanced settings?

- First reply start settings:When any ticket is created for an end user with an internal note 
- First reply end settings:When an agent adds an internal note to a ticket 
- Next reply start settings: When any end user replies to a ticket and that reply is added as an internal note 
- Next reply end settings:When an agent that is not the requester adds an internal note following activation 
- Periodic update start settings: When an agent adds an internal note reply 

I want to create a proactive trigger that fires when a customer is on our help center or on our contact us page.  I can't seem to get either trigger to work.  Is that because I can't place a trigger on a page that is connected to our Zendesk Support?  Is there a work around here?

I would love to be able to see a click-through rate for article recommendations within the Messaging channel.  We have a lot of customers who click an article, get an answer, and do not come back to the bot to mark it as resolved.  I'd love to be able to look at resolution rate and article click-through rate together.