David M.

I found this app in the Marketplace that may be able to have automations based on minutes rather than hours.

https://www.zendesk.com/apps/support/sla-timers/

When creating an automation, there is no way to create a delay based on minutes. The minimum possibly delay is 1 hour. It would be very helpful to create automations delayed by minutes rather than hours.

I noticed there is no way to set a default choice for system fields.

For example, we would like to default the Type field to "Question," but since this is a system field we are unable to do so.

With custom fields, we are able to choose a default choice so it would make sense to add this functionality to system fields.

Currently, there is only a shortcut to add the visitor's full name in chat. Please add a shortcut that only pulls the first name of the visitor in chat.

This will help us when we are creating introduction macros when a new visitor joins chat. The current workaround is to insert the full name and then delete the last name manually each time.

The first name feature does exist in the Support module, but not Chat.