Jamie Tucker

TITLE: Customer feedback comments on support tickets.

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Customer feedback comments

What problem do you see this solving? (1-2 sentences) 

This will help to save time not having to scroll through the event page.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

Just before Christmas 2024 this was noticed when we received bad feedback but could not locate the message to reply to the customer.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

The only way around this, is the message events page - which is very time consuming. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like to see the customer feedback comments on the open ticket as it was previously, we can see straight away what comments have been made by the customer, and take action sooner.

Also, can this template be added to a new post so we don't have to copy and paste each time?

Thanks.