It would be useful to be able to manage the way ticket are named. Especially when the tickets are automatically created with Conversations.
For instance, an user could set the Ticket name to be : Email subject + Contact Name and Company.
It would be very helpful to see how much time chat representatives are set to available. Currently, reps could set themselves to away without supervisors knowing and ultimately reducing the number of incoming chats. In order to analyze reps effect read more
It would be wonderful to be able to limit the number of chats a person can have on the go at one time. (ie. set a maximum number of chats per user.) Our team, in particular, is small and has other things on the go while on chats, but we have a high read more