Norman Knoche

Amanda L. our BPO was able to arrange a reporting system using DOMO.

But we are moving our ticketing system back to FreshDesk. MUCH less expensive. But small "quirky" things that Zendesk struggles with, FreshDesk knocks out of the park. 

For example, unmerging tickets or contacts - you simply click "unmerge" :-P 

I figured out a way to bring data in from the API into another platform, but it was costly.

We've actually decided to switch to another platform and get away from Zendesk because of many small issues like this. The price of Zendesk doesn't justify all of the shortfalls and missing features that are easily solved with other systems.

Karen Hynes this is good news and great to see activity on this subject.

Will the historical data be available from the launch date and on, or will we be able to pull historical data prior to this being implemented as well?

Another vote for this being made available sooner than later - the metrics are there, we just need access to them. I can see the stats for online time, available time, etc on an average, but I can't pull the information for certain time periods myself?

Please make this available soon - we need it desperately.