Zendesk Admin (Light Agent)

Yes to all of this! 

Building out the audit log to include User / Organization changes and to be searchable would help tremendously. Not only would it help us, but it would also help your team troubleshoot issues. Win, win!

We are having many issues with this as well. Has anyone else experienced where the customer IS CC'd, but their comments still sometimes come through internal? I have seen this happen many times and there is no flag on their comment as to why it is internal either. I haven't seen much benefit to this feature. Having a way to switch their comments to public would be SUPER helpful.