Some chats might start being handled by an agent under one department, and then be transferred to another department. In these cases, for reporting purposes Zendesk Chat categorises these chats under the last department they were assigned to.

In order to replicate this for our reporting I would expect to see two records per chat in the chat_history table where the department_id is populated. I could then use the latest department_id as the department to which the chat “belongs” – in line with how this is done by Zendesk.

However, the chat_history table only currently contains the first department_id for a given chat, and doesn't track any subsequent department_ids. This means we are unable to effectively report on chats per department. Please could this functionality be added