John Trumble

I agree.  Our agents would like to be able to use this feature to keep track of what they have yet to do.  They'd like to be able to remove each update individually as they work through them, leaving them always with a list of outstanding updates.

Also, as another poster suggested, multiple updates for the same ticket should be addressable with a single action.

We also need this feature.  We used to have CSAT turned on but we eventually turned it off after our customers complained about being bombarded with requests.  We also felt that we weren't getting very sincere responses since they were mad about the survey itself rather than the support experience in question.

If we could set a specific % and have ZD offer the CSAT survey randomly on that percentage of tickets, that would be ideal.