It would be great if I could create some management reports.
We use Trengo for our support team who are doing a great job helping our clients. I used to be part of the team but since two years I fired myself from this position so I could free up my time working on other parts of the business. I'm the founder of our company and when something new starts I'm working in it for a few months too, but after a while I make room for others so I can work on new stuff.
Now I was wondering how many tickets we get each month, and how fast the support team is answering the questions to see how everything is going. The only way I can do that now is to make myself part of the team again. If I do that I get notified of alle the support tickets and I can read everything. But I don't want to be bothered with those things, there is a reason why I fired myself from the support team. When I'm able to read those mails I want to do something about it personally because I care to much about my customers, so it's good business to have some personal filtering in the form of a great team ;-)
So what would be really awesome is that I can create management report about every channel I want, even channels that I'm not a part of. I just want to see the numbers not the specifics. I want to know how many new tickets we get each month so I know if the team is flooded with work or not. And if I have to expand the team or maybe outsource some support tasks.