Adding info about Ticket Info plugin (d89ab78b) · Commits · GitLab.com / Content Sites / handbook

content/handbook/security/customer-support-operations/zendesk/apps/us-government.md

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		@@ -109,6 +109,20 @@ A plugin controlled app that can do several things Zendesk related
		> This looks for tickets related to the current one based off the category (or subcategory) the ticket is currently using. It then displays up to 5 of them (sorted by the update_at value of the ticket, descending).
		- Attachments
		> Displays attachments present on the ticket.
		- Ticket Info
		> Shows various metric information about a ticket:
		>
		> - Agent Wait Time
		> - Customer wait time
		> - Last assignee update
		> - Last customer update
		> - Assigned at
		> - On-hold time
		> - Time to first reply
		> - SLA Policy
		> - First reply SLA
		> - Next reply SLA
		> - Schedule

		{{% alert title="Technical Details" color="primary" %}}