Steve Prouty

I also agree that having this be at least an option to create a View Folder for would save me and my fellow team a lot of time and clicks for collaboration on tickets.

Zendesk Talk should allow Agent to Agent calls.

Currently Agents have to have an external call in place to be conferenced in to a conversation together. The functionality of looking up a fellow Agent and giving them a direct call would be extremely helpful in making sure communication is straightforward and all-encompassing in Zendesk. Relying on third-party communication seems like a step backwards from what Zendesk is trying to provide.

Agent to Agent communication is extremely important and the fact that Zendesk is limited to internal notes, alone, is pretty limiting for better workplace flow and intercommunication. The fact you can conference agents into an existing call seems like some capability is already in place. Expanding that would provide a greater reliance on Zendesk and maintain remote Agent connectedness.