Justine MacLean

Given one of the key features of the CSAT process is for agents to be able to rectify issues and convert bad CSAT scores to good ones, this is a necessary feature.

I've already created a view for this, but having people see it when they log in each day to do a quick review was much better than it just being in another view.

We really need the ability to select if we want to print all ticket comments, or just the public ones.

The nature of our customer interactions, we sometimes need to show proof of a previous email trail (where the ticket may be closed), so being able to just show the public replies would be extremely helpful.

I'm surprise to see this issue has been raised by so many over several years without being resolved.

Hopefully this one is implemented soon.

It would be good to be able to have a report to see links to to external sources as well.

In addition, being able to see broken links.