Cameron Milne

Agreed, tbh, we are considering moving if this is not part of an update. It's a joke if they can't see the importance of SLAs. Using Play for a 'refresh every 5 mins', gees.. That is not a valid response.

Whilst I appreciate there is an app for this, this should be built in to the system rather than having to pay $15 per agent as an add on.

Will Martin Legend! Are you able to create a sound notification extension that lets you know a ticket has been updated? If you can.. you would be the ultimate boss! 

Lucy Linnell I agree, this is completely superfluous information. The fact you cannot adust the content in that User Context panel is baffling to me also. 

Considering it seems ZD are continuing to drop the ball on this one and continue to do so (it's only been 4 years..) has anyone found a reasonably priced third party app that fixes this???

How is this not a feature??

Couldn't agree more, the information there is completely unhelpful.

I agree, the system needs to be upgraded to allow it to serve its basic function. This could be actioned so quickly by your team, I'm personally amazed it doesn't do it already (unlike competitors such as Intercom). Currently we are having to 'Solve' a ticket just so light agents can view it. Why?

Agreed, this is a most annoying feature that Slack (and most platforms) have. When will this be implemented? It must be such an easy fix.

Brilliant, thanks for your help @...!