Looks Good @Jay_D,
I created something similar to this a while back. A feature the client really liked was an external comments section that works like Zendesk. Using webhook (make), customer email comments enter the ticket in a non editable text field. Then agents can add comment, this emails the customer with the comment, and stores it in chain in the non editable field.
Maybe you can add some metrics on the ticket. Time since received, Time to first reply, Time to resolution…
Feb 15, 202308:10 AM - edited Feb 15, 202308:13 AM
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