Sean Newton

Thank you all for the feedback.  I'd like to understand the use case a bit more.  I know this is a fairly long running thread.  Just be clear, are you requesting the ability to assume as an agent directly from the UI?  Also, is this so you as an admin can get a view of your agent's specific setup / account?

Hi All.  Thank you for your feedback.  We always strive to ensure the experience is customizable so admins and agents can set it up to best suit your use cases.  What you're requesting I believe are more UI configurability options to optimize the real-estate there.   We will take this into consideration. 

Hi Everyone.  Thank you for the detailed feedback and conversation.  It sounds like there may be some need for added configurability for customers who don't use the “Play" mode.  We will take this into consideration.

Thank you for your feedback.  We presently have Modify Closed Tickets in BETA today which does allow customers to edit “tags” on closed tickets.  

Hi folks.  Thanks for being customers and for the suggestion and feedback.  It's an interesting use case and it's something we will take into consideration.  

Thank you for this feedback.  The API data is only refreshed daily at this time.  We are looking into improving the speed at which we can provide this data to customers.

Thank you for this feedback.  We are looking into this.

Thank you for this feedback.  We are looking into providing customers better self-serve analytical tools around their API usage inclusive of the the breakdown requested above.