Hendrik Mgina

+1 this is a neccessary function. 

especially when a customer calls us and an agent tries to follow up with e-mail without realizing that the user has no e-mail connected. The problem would then be easily solved by calling the customer back but we often miss that this has gone wrong.

Currently messaging is lacking a lot of important metrics that were previously available to us before when using chat. This makes it a lot harder to track agent activity. As an example, while multiple agents can answer the same ticket, we can only track it to one person because only assignee is availble as a metric. Trying to use the updates dataset is also not helpfull because it seems the replies from agents are not saved to their names but under the system. We would like to be able to track individual replies by agents as well as things like response times, when the messages were sent and how many per ticket.

We work with a multi brand setup and and run into the problem that important users get supended due to their tickets being marked as spam by a different brand.

It would be great if we could either whitelist a user to prevent them from being suspended or be able to disable the automatic suspension of users from a ticket being marked as spam.

Something like a promt on whether to suspend the user when spaming a ticket might also work.