Terry Knox

Is this still the case? Was really surprised to find that I can't report on logged in time, proportion of time spent on chats or proportion of logged in time available. Am I just missing something obvious? 

Definite upvote from here too. I just found out we can't print them as a result of a customer raising a Subject Access Request (GDPR legislation thing) and will now have to either ask the last person to receive an email from the thread to forward it to me, or copy paste the whole thing out. 

In terms of what I'd prefer in terms of where it prints when printing a ticket, I'd prefer that it prints separately from the ticket personally. I'd definitely like the option to print Side Conversations separately from the ticket they're in at least. 

I'd like to be involved in the EAP please.

We're currently revisiting retention periods for GDPR reasons and I'm absolutely staggered that this isn't already a thing. Surely customisable options to delete tickets or ticket data over X time old is basically essential for any EU organisation? 

It's particularly galling to see this request still languishing in the doldrums, given that the plan for the much-vaunted and long-awaited "live" dashboard (showing Support, Chat and Talk data in one place finally) has now been announced as an additional purchase.

Rapid Resolve (see here if you don't know what this is) is currently not as useful as it could be. I think that the following changes would make it a more useful tool: 

1. The Rapid Resolve "did this solve your query" pop-up currently shows when agents click through to Guide from a ticket. This opens up the possibility of agents accidentally solving a ticket. This behaviour should be removed. 
   
   
2. There is no logged event on a ticket in cases where the Rapid Resolve pop-up is used to solve a ticket. This means that you can't report on how successful it is or set any triggers/automations based on it. This behaviour should be added.
   

I think that Rapid Resolve has the potential to be a really useful piece of functionality, but as it stands we've had to turn it off. Proper event logging and the removal of pop-ups for agents would make it significantly more useful as a tool. 

Anyone agree? 

Yup! +1 here. We have specific types of ticket where I'd love to send a satisfaction survey every 10 or so tickets, but sending for every single one is too much for some customers. Using tags is one way to do it, but it seems like an unnecessary level of faff and manual intervention.  

+1

It gets nary a glance from us, before we skip straight to the Views page. It'd be really nice if we could customise this.

Huge +1 from us! We have a number of views that search for certain key terms ("Complaint" for example) and it's not uncommon for a customer to put that term in the subject line, but not in the body of the original comment.