We need to run reports so that our agents get credit for working a conversation even if they didn’t respond to the customer but did leave a comment. For example, if they leave a comment saying “customer already called in, issue is resolved” they need the credit for working that conversation since they had to do the research to determine what was needed. Unfortunately reports only include activities and responses, there’s no way to add conversations with comments to the reports.
I also very much need internal Help Desk comments to be availabale as a property to include in reporting.