Matthias Abraham

I 2nd this request. Being able to see how many and which agent(s) touches a ticket prior to resolution would be a great indicator of lack of efficiency and where training needs to be improved for agents.

Pedro Rodrigues (opservator.com) Has there been any movement on the ability to create Views in Zendesk based off a Requester's email address? Our org is only able to see Agents in the Requester field for views. If email doesn't work, can you add the Requester's Name option to the list of View configuration settings?

Our Agents don't all have access to Explore, so that won't be a feasible replacement to an active view in the Workspace.