Agents are primarily utilizing the Zendesk RCX Widget to handle contacts. Currently this widget only provides the "My Inbox" view within UI. Would like to add "New Messages" Folder to the Zendesk UI, as by design SMS Messages that reach max routing time durations are sent to this folder. Since agents are using the Zendesk integration, they are unable to manage these contacts after they have been removed from routing mode unless through the RCX account. In order to streamline operations customer would like to remove the need to work out of both interfaces. Adding this functionality to the Zendesk integration UI will achieve this.