Jennifer Bloem

Adding my vote to this as well.
The main goal is for agents to help customers. If we cannot assign anyone but administrators to look at skipped tickets, QM, onboarding and Teamleads have no chance to help and coach (new) agents, and make sure that the way of working in Zendesk as my company wishes is clear and understandable for all. Maybe not a prio for Zendesk, but a great prio looking at coaching agents and improving customer service as a whole.