Nick

Sarah Darmawan  you're right that Messaging does have a more extensive list of supported file types, however, many of your clients provide technical support (as do we) and require receiving archived or zipped files such as, but not limited to, *.tar, *.tar.gz, *.z, *.zip, *.7z, *.rar, etc. 

Being unable to receive such files slows support and is inconvenient for the customers, which may lead to them being unwilling to help and send the file via another channel such as email.

Erin O'Callaghan Is the handle time calculated for each agent separately in case there is more than one agent working with the same messaging ticket?

For example, agent A started working with a ticket, in 15 minutes agent's shift is over and the ticket is reassigned to agent B who worked with the ticket for another 10 minutes. In the ZD statistics, will both numbers be added to the median handle time calculation of each agent?