Hello,

In the email section, we need a new feature. We need the ability to assign statuses to emails, such as Resolved, Pending, etc. This is essential for the customer support department to ensure that no emails requiring responses from multiple departments are lost. Also, we need to be able to assign an email to an agent.

Additionally, it is crucial to measure the time taken to respond to an email. Specifically, we need to track the time a customer spends waiting for a reply—from the moment the email is received until the first response is sent or until the email is fully resolved.

For any company, the customer support department must be able to measure agent performance by tracking this time interval, which represents First Time Reply or Time for Resolved Emails.

Please prioritize this feature, as it is highly needed.

Thank you in advance!