In the top right of the details column there is the area that has Assignee and Team Inbox.
We are suggesting the idea of being able to add one or two more fields there that could be custom or a CDA.
This would allow support teams to surface important routing (regions), company, or customer data that is helpful when a teammate is looking at a conversation or ticket.
Combing through the apps can get time consuming which can delay / distract teammates from getting back to the customer quickly.