Sintija Ergle

Adding my +1 to this feature request. 

Especially since if we want to allow agents to edit the user (to edit the user's name from xysts to "John", for example), the suspend user feature is also granted for the agent. If we can't see who suspended the user, and why it was suspended, it's not ideal.

Yeah, I agree with the rest of commenters here - adding a hyperlink to a particular text on chats is crucial. Not to mention this is implemented on countless chat solution alternatives.

I agree with the previous users here - there is no point in having a ticket update timeline if the timeline isn't cleared up. Look at how Freshdesk manages the stuff on their ticket updates timeline - that's a good example.