Allow side conversation content to viewed via email notification

10 Kommentare

  • Budke, John

    +1 for sure!

    0
  • Eli Towle

    +1!

    Many of our agents rely on trigger emails to learn about new ticket replies. These notification emails include the latest ticket reply, allowing the agent to immediately prioritize the ticket and even begin working on the issue without opening Zendesk. Side conversation reply placeholders would allow this same workflow for updates to side conversations (and save agents a handful of clicks).

    1
  • Michael Mallinson

    We use side conversations extensively to deal with literal side conversations that spring up when either our customer or someone from our team needs to converse with a smaller subset of people involved in the main ticket. Having the content of the side conversation in the email notification would save time and steps, particularly when we're mobile and don't have access to the desktop browser app.

    2
  • Jimmy Rufo
    Zendesk Luminary

    +1!

    0
  • Natasa Stevanovic

    Has anything been done in connection to this issue? It would be really helpful to see the content of the side conversation and I don't see any placeholders created yet and it's been almost two years since the initial request.

    2
  • Jimmy Rufo
    Zendesk Luminary

    Cory Vegel, would be nice to know if this one is on the roadmap for this feature.

    1
  • Ryan McBride

    This feature would be fantastic as literally half the time I get an alert when it is me replying to a side conversation and it's a nuisance not knowing what is a quick reply and what is a slow trigger message.

    0
  • Jimmy Rufo
    Zendesk Luminary

    What makes this that much more of a need is that you also can't view the side convo content in the Zendesk mobile application.  Its either web UI, or nothing.

    0
  • Amber Terry

    Is there an update for this issue or a workaround for it? We use side tickets a lot and it would be helpful for our agents to see the content in their email notification rather than clicking a link to the parent ticket. 

    0
  • Lizbeth Carignan

    We also would like this feature enabled. I recently submitted a ticket to see if this is possible. I'll reply here whenever I get a response!

    0

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