Vincent Hill

The ability to add custom fields to the My Activities page would be a huge benefit for our customers. One of the major requests our support reps, sales people, and executives during client visits get is "why can't we see how much time your agents spend on tickets?" The time entries are stored in custom fields created for us by Zendesk itself. It is a shame we can't provide that information in the first place our customers would expect to find it.

Since this feature isn't available we have to spend money and developer resources to recreate the entire My Activities page with calls to the API. All for the sake of displaying a single field. It's a very expensive workaround for something Zendesk really should be providing customers out of the box.