I would like to highlight some functionality that I think would be good to be updated if it can.
The example report I am building is to find out the number of public comments made by agents on a given day across all tickets. When reviewing the data I noticed that many historical updates were missing. This is because agents were being downgraded to end users, as per the Zendesk best practise, when they leave the business. This means that any public comments they made on the tickets are now seen as end user updates and not agent updates.
This is an issue for my report but I can see this being a much larger issue for businesses with high turnover that need to report on agent activity monthly or perhaps yearly.
Is there a way that Zendesk can update this so that agent activity is captured as agent activity at the time it happens, regardless of what happens to that user.