Akshath Sapalya

The "Updates to your tickets" feed is a very important feature which is now hidden in a corner of the dashboard. If this gets a separate place in the navigation menu it will help the agents to track and action tickets faster.

Another add-on to this feature should be the ability for agents to close or mark the update on the as complete so that they don't see the updates that are already actioned. May be the completed actions can move to a separate queue which can be accessed if required.

This will reduce the dependency on the columns like "Latest update" or "Update by agent/end-user" in views.

A feature that has been requested by many of our agents is to be able to delete an update in the dashboard once they have completed the required action on the ticket. This will allow the agents to use the updates in the dashboard as a checklist of actions/ tasks.