Kate Anderson

Hi Team, 

I can see there has been no update on this since November 2022, do we have an update on this functionality at all? 

Thanks 

This would be a useful feature, we had a scenario where someone received a call and another agent went into the phone call ticket and selected public reply and sent an email however there was no email address under the end user profile so the public reply went no where and the agent had no idea. The person followed up a couple weeks later as they never received a reply and that was when we identified the public reply went nowhere.

Would be great for the chat transcripts to be in the time zone of the Zendesk user rather than UTC. This is time consuming when transcripts are requested to manually update the time. Looks unprofessional to send in another time zone. 

When you transfer a chat to another agent in Zendesk it would be great to give them an alert that the chat has been transferred, similar to when they receive a new incoming chat. The agent will generally know that a transfer is going to happen but good to have an alert.