As a support manager, I need a way to be notified in real time when I receive a CSAT with certain characteristics (score, account...) so that I can react immediately
Track time spent actually working on a ticket (= better handle time)
Ability to spent time on each ticket in analytics (not just handle time), but from the moment clicks on a ticket/is assigned a tickets and works on it to closure.
Manually triggered auto replies should be accounted for in metrics
As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately
